ServiceNow CMDB OverviewUNIXBusinessApplication

ServiceNow CMDB is the #2 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: August 2021

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

Pricing Advice

What users are saying about ServiceNow CMDB pricing:
  • "It is really expensive. I don't know actually how much it costs, but in 2016, when a client decided to move from an old solution to ServiceNow and had to choose a supplier for ServiceNow, I had heard that it could cost $10 per hour, which is really expensive. I am not aware of any additional fees to the standard licensing fees. There is no standard ServiceNow solution. When a company wants to acquire ServiceNow, they already know which module they will choose. In a basic package, you would have Service Catalog, Incident Management, and Change Management. These modules are usually required in an IT company."
  • "I would like it to be cheaper. If you've got a large environment, it can get quite expensive quite quickly. You still get a return on investment, but everybody has a tight budget. In terms of licensing, everything is pretty much known upfront. Being SaaS-based, there are no real additional gotchas that we came across."

Filter Reviews

Filter by:
Filter Reviews
Industry
Loading...
Filter Unavailable
Company Size
Loading...
Filter Unavailable
Job Level
Loading...
Filter Unavailable
Rating
Loading...
Filter Unavailable
Considered
Loading...
Filter Unavailable
Order by:
Loading...
  • Date
  • Highest Rating
  • Lowest Rating
  • Review Length
Search:
Showingreviews based on the current filters. Reset all filters
RD
Principal Consultant at a tech services company with 10,001+ employees
Consultant
Top 5Leaderboard
Integrates well, has very good performance analytics and a nice health dashboard

What is our primary use case?

We do a lot of stuff around Mapping. We do Discovery. We do Identification/Reconciliation rules. We do the Transforms and stuff like that. Then, we validate the CMDB Health dashboard and stuff like that. That's predominantly the main work that we do around the CMDB and the data ingestion kind of stuff.

Pros and Cons

  • "Portfolio management is very useful for us."
  • "If you have multiple tools that are going to ingest data into the CMDB, you need to be careful of what rules we write to ensure that they fall in place."

What other advice do I have?

We are partners with ServiceNow. I'd rate the solution at a nine out of ten. I'd advise other companies that, when you start using the tool, first, of course, you should have an architectural understanding of your organization. You need to have an understanding of what is it that you want to achieve, and an understanding of the end-to-end setup from the business to the end infrastructure layer. You want to know what you want and what you don't want, and have that well-built, and have an architectural view, and understand where your data comes in and how it comes in. CMDB can't help with that…
KD
ServiceNow Developer / Analyst / Administrator
Real User
Top 20
Easy to use, almost 100% performance, and great reliability and scalability

What is our primary use case?

When I was a student, I worked on a prototype for an app, and my main tasks were directly in CMDB. I had done a synchronization implementation to retrieve inventories from Excel files and put them into CMDB with automation. I also used it in my previous company. This company is a supplier of ServiceNow for several clients in Canada and the USA, and we did a lot of customization and configuration for the clients. We worked with all ServiceNow platforms and not only with CMDB. If you want ServiceNow within your company, you've got to find a supplier or go with ServiceNow directly. It was… more »

Pros and Cons

  • "The most valuable feature of ServiceNow is the user interface because you can customize or configure it directly from the user interface by using the mouse. It is easy to use even for non-IT people. You can also directly plug your ServiceNow instance within your Microsoft Active Directory and then retrieve all your users and groups. So, you can use the users and groups to put automation inside the application. When you have new hires, you can automate the group security and group attribution. It is very good in terms of performance. Its performance is almost 100%. Once, it took less than two minutes to back up and run an instance. It has very good reliability."
  • "They can improve the mobile application and the TGO tool, which is a built-in tool for development and implementation. As a developer, it is very frustrating to configure or customize the mobile app. In my opinion, this part of the application needs full rework and re-engineering."

What other advice do I have?

I would advise others to go for it. I would also recommend having at least one ServiceNow administrator in the company who is certified. Its certification is not very difficult to get. If you have an IT degree, you can go for it very easily. I would rate ServiceNow CMDB an eight out of ten in spite of the fact that it was a bit frustrating to work with as a developer.
Learn what your peers think about ServiceNow CMDB. Get advice and tips from experienced pros sharing their opinions. Updated: August 2021.
534,768 professionals have used our research since 2012.
Ian Hill
Service Architect at IDH Consulting Limited
Real User
Top 5Leaderboard
Easy OOB functionality with minimum setup required to replace MS Excel spreadsheets

What is our primary use case?

Implemented into DWP to manage all technical towers including the EUC tower that manages 120,000 x users.

Pros and Cons

  • "The initial setup isn't too complicated."
  • "I would like to see them partner with some key scanning technology companies to give them a real end-to-end offering."

What other advice do I have?

Any organization with a user population of 5,000 and above should consider the product as they will get a return on investment. It's not just the cost of the licenses; it's all the maturity and the efficiencies and the capability that will give them a huge return on investment. The management and control of information and the reporting capability is huge. I have worked across a number of customers, where they utilise other Service Management tool suites which do not have OOB functionality to assist the operational teams to manage stock management - this results in managing the process…
MH
Solution Sales Consultant at a tech services company with 51-200 employees
Consultant
Top 20
Dependable source of data, scales with demand, and stable

What is our primary use case?

We are using it as the foundation of the ServiceNow platform. It allows you to mature other processes such as ITSM, ISAM, and security operations. It is a SaaS solution.

Pros and Cons

  • "It is a dependable source of data. If I want to understand what technologies are used to deliver certain business outcomes, this is what I would use. I can know that this particular server is being used to deliver this business application or business service."
  • "There are some gaps in the technologies that can be solved. Operational technology isn't quite 100% there yet, but I hear it is on the roadmap. I would also like it to be cheaper."

What other advice do I have?

I would advise others to try to remain as out of the box as possible. It is built for the solution that you're going after. I see a lot of people who try to make it look like their previous tool, and they were leaving that previous tool for a key reason. I would rate ServiceNow CMDB a nine out of ten. There is always a little bit of room for improvements, but so far, it is much greater than what we had previously.
Tapan Kumar
Solution consultant at smithen nephew
Consultant
Top 10Leaderboard
Scalable and reliable with good technical support

What is our primary use case?

We are just capturing all the services in CMDB, however, we can use that as a part of the change, incident, or problem management. We are just keeping configuration items like hardware and cloud resources like AWS and other infrastructure as on-prem cloud infrastructure.

Pros and Cons

  • "The different tables are available in ServiceNow CMDB are quite good. We don't need to create many custom tables."
  • "There is some customization we need from the customer side."

What other advice do I have?

I'm just a customer. I'm using the 2.0 version now. It's my understanding that they have a 3.0 version out as well. I'd recommend the resolution to other organizations. I already have in the past. I'd rate the solution at a nine out of ten.
RO
COO at a renewables & environment company with 1-10 employees
Real User
Top 10Leaderboard
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 10Leaderboard
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…
Tarun Arora
Consultant at HCL Technologies.
Real User
Top 5Leaderboard
Stable with good documentation and good stability

What is our primary use case?

CMDB is used for capturing all the IT hardware assets and configuration items. That includes computers, servers, virtual machines, phone devices, switches, et cetera. It's for the network and the front and back end.

Pros and Cons

  • "There is a lot of documentation online regarding CMDB."
  • "The initial setup is a bit complex."

What other advice do I have?

I would advise that before a company starts implementing CMDB, they should look at the CSBM. They should understand CSBM as it is common, however, they need to understand the requirements, and how the structure should be set up before implementing anything. The reason being, there are scenarios where people put all the data into the system, and that causes a blockage, which means that you don't have to actually document every CI. A company should see what should be the scope of the CMDB, and only then start implementing it. Otherwise, it will be a lot of information available that serves no…
See 1 more ServiceNow CMDB Reviews