ServiceNow CMDB Overview

ServiceNow CMDB is the #3 ranked solution in our list of top Configuration Management Databases. It is most often compared to BMC Atrium CMDB: ServiceNow CMDB vs BMC Atrium CMDB

What is ServiceNow CMDB?

Configuration Management Database
To effectively manage and improve your systems, you need to know exactly what assets are in your IT environment and have current, accurate configuration data. With an accurate configuration management database (CMDB), it's easy to understand your organization's IT environment, particularly in the areas of service impact analysis, asset management, compliance, and configuration management.

The ServiceNow® CMDB provides a single system of record for IT. When paired with ServiceNow Service Mapping, the CMDB becomes service‑aware—which enables your ServiceNow applications to be service‑aware as well. Now with your CMDB, you gain full visibility of your infrastructure and services, leading to more control of your environment and better decisions.

ServiceNow CMDB Buyer's Guide

Download the ServiceNow CMDB Buyer's Guide including reviews and more. Updated: January 2021

ServiceNow CMDB Customers
Wayfair, Siemens, Allianz, Experian, Vitas Healthcare
ServiceNow CMDB Video

ServiceNow CMDB Reviews

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reviewer1386228
COO at a renewables & environment company with 1-10 employees
Real User
Dec 19, 2020
A reliable solution for storing information relating to all technical services

What is our primary use case?

We use CMDB as a core solution for storing objects. You can still use your server information, your network information, all the characteristics of an infrastructure object, and use CMDB. We use it to provide reporting, change in management, and so forth.

Pros and Cons

  • "The centralization in general is great. You get one version of the truth when you have a CMDB because it's all centralized."
  • "You need to perform additional planning because their recommendation is not to add columns to the core tables."

What other advice do I have?

It's a good tool when it comes to RTSM, I think it has a lot of great functionality — planning. The biggest thing is communicating with the user base. It may sound a little cliche, but you're going to hear people complaining, "It's not like what we're used to." Well, we wouldn't be switching if the old situation worked. You need to get everybody on board and say, "Hey, you complain about this, this tool has that." You need to get them involved early. The sooner, the better, as far as testing, and training. Whoever signs the check is fine, but they're not the ones who are actually going to use…
Justin Conway
Service Delivery Manager at Umicore
Real User
Top 20Leaderboard
Oct 25, 2020
A great solution for controlling and keeping track of assets and configurations

What is our primary use case?

We use the ServiceNow CMDB to keep track of users and assets. We use it for ticketing. We use it for quite a few things. We have a Knowledge base. We do incidents, we do requests. The CMDB looks at assets — what's tracked if those assets are terminated in use? It pretty much does all of our backend processes. For instance, if there's a request for software on a machine, It looks at the CMDB, checks if that machine is real, and checks what assets are tied to it. Most importantly, it checks what buffer instances and asset tracking is tied to it. Every user in our company has access to it, and… more »

Pros and Cons

  • "ServiceNow CMDB works great for large and small businesses."
  • "I don't think it's a failure of Service Now or something that they don't offer, but I haven't seen any training modules."

What other advice do I have?

ServiceNow CMDB works great for large and small businesses. If you're working with a vendor, just be sure it's a trusted vendor, and be sure to customize it how you want, not based on what the vendor typically does. There are some little custom, customizable modules that you can integrate into ServiceNow, but I don't have too much experience with them. I work with our ServiceNow certified tech and he knows a little bit more about what features are available or what's coming out since he's involved with training. On a scale from one to ten, I would give ServiceNow CMDB a rating of eight because…