What is our primary use case?
I am with a consulting company that implements the tool. I am working to implement ServiceNow in different areas such as SACM and software asset management. CMDB is the underlying database, and I populate it with the data from the clients based on their input and needs.
What is most valuable?
It has helped in tracking hardware and software and reducing overall costs.
What needs improvement?
When running large queries within the system, it does have a tendency to bog down the system. This is something that should be improved. I would also like to see the HAM Pro module beefed up a little bit and integrated better into the SAM Pro module, which seems to be pretty much on the roadmap.
Its pricing is pretty complicated and always fluctuating. Its pricing should be improved.
For how long have I used the solution?
I've been using this tool for about seven years.
What do I think about the stability of the solution?
What do I think about the scalability of the solution?
We do customizations for clients all the time.
How are customer service and technical support?
For the most part, I would probably give them a nine out of ten. They are quite responsive.
How was the initial setup?
Its initial process was very complex because there were a lot of customizations. The deployment took about six months.
In terms of the implementation strategy, we followed the standard waterfall methodology. Basically, we stood it up, did all our work and development, and pushed it to production.
What's my experience with pricing, setup cost, and licensing?
It is always fluctuating. It seems to change every six months. Every time they come out with a new iteration, it changes. It is pretty complicated, and they should improve it.
What other advice do I have?
I would absolutely recommend this solution to others. I would advise making sure that they know what they want. The biggest problem that we run into is the client not having a direction in which they want to go, or they don't have a use case to start with.
I would rate ServiceNow CMDB a nine out of ten.
Which deployment model are you using for this solution?
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?