ServiceNow

Configuration Management Database

4 / 5 41 reviews


Average Ratings

41 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Training
    Webinars
  • Support
    24/7 (Live Rep)

Vendor Details

  • ServiceNow
  • www.servicenow.com
  • Founded 2003
  • United States

About Configuration Management Database

CMDB system of record for IT that proposes service impact analysis, asset management, and compliance.


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Configuration Management Database Features

  • Change Management
  • Configuration Management
  • Device Auto Discovery
  • Impact Management
  • IT Asset Management
  • License Management
  • Performance Management
  • Relationship Mapping
  • Visualization

Configuration Management Database Reviews Recently Reviewed!


ServiceNOW does not live up to the promises it makes

Jun 19, 2018
2/5
Overall
1 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
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Comments: my department has been using Service Now for almost a year and I have to say it is without a doubt the worst implementation I have ever been through. We were told that SN was "revolutionary" and "World Class". One year later here is a small list of the problems we still have - unreliable and untrustworthy reporting - we have yet to be told the advantages of using catalog request vs Incidents - unwieldy interface that adds significant time to customer service - unable to create meaningful dashboards

Pros: -in app email capability with notification of response - allows cut and paste - Knowledge system is easy to access and edit

Cons: - no product support to company I work for - no SME's that can be contacted - no ability to have email quick parts - Search function is slow and and inefficient - changes to service catalog take way too long

ServiceNow is a great ticketing system.

Jun 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: ServiceNow is user friendly, dynamic, and has the capability of capturing as much data as we need to for reporting and tracking purposes.

Cons: The only thing I can think of as a possible con is the ease with which reporting data can be captured. The data is there, but it can be cumbersome to export to Excel.

Not bad, but navigation could be improved

May 11, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: It's a great tool for tracking tickets. Much better than what I used at a previous employer. The task board is a good visual representation of work that is assigned to my business unit.

Cons: Way too many features makes navigating ServiceNow difficult. There's no clear path to get from point A to point B. The search feature could also be improved. The overall aesthetics leave little to be desired.

Use daily for a number of activities and teams.

May 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use submission of issue or service request and great tracking, reporting, and status tracking of requests.

Cons: I would love to be able to access directly from within some of the other applications I use. This is not currently available

Awesome SAAS solution for small and large enterprises

Apr 26, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: No hardware and hardware maintenance cost, easy to use, easy to customize, less development and support efforts, tons of integration methods and tools = Happy Customer

Cons: Representation of CMDB relationships, help on CMDB, difficult to get reporting on child tables, not very useful help in child tables

Covers a variety of functions

Apr 26, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality

Pros: We successfully use it in conjunction with the vRealize suite for cloud automatization. It is also a very good ticketing software with good tracking

Cons: It is slow when processing large amounts of data and it's not very intuitive when first working with it.

Powerful

Apr 21, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: ServiceNow helps us devise catalog requests, workflows, tasks, incident, change, event and numerous other ITSM related functions. Allows basic customization

Cons: Complex reporting is impossible Development possibilities are limited for customers Documentation needs to be improved

ServiceNow for IT Service Management

Mar 22, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: ServiceNow is a robust platform that allows users to customize their settings as well as use a variety of modules depending on the ITIL maturity of the organization.

Cons: The information is not always organized in the most concise way. Continuous usability testing could help improve this product a bit.

Efficient software for large corporations

Mar 15, 2018
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Anything that you may need - help with a printer to submitting a monthly construction draw - is seamlessly done through service now by submitting a ticket.

Cons: EVERYTHING has to go through service now, even if it's a simple questiokn that can be answered in a minute. Instead you submit a ticket, which goes to your manager for approval, then IT, and it involves a lot of parties even when not necessary.

Service Now GRC is a perfect tool which we are looking for in terms of SOX compliance

Mar 09, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Excellent solution for SOX and other compliance monitoring solution

Pros: It has all the required features in terms of Internal controls monitoring and Risk Management, Interactive Dashboards etc.

Cons: Product is little slow to use. cannot interact with other systems like SAP or other ERP. Most features should be given for end user to configure.

Capterra-loader

ServiceNow CSI

Feb 26, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: As part of the ServiceNow Instance the ServiceNow CMDB is totally integrated to the main application of the ITSM side helping the support staff to related any issue (request, incident, problem, or change) to a particular CI previosly registered in the CMDB. You can record the CIs and their relationship in order to check how was deployed in the company infrastructure an specific CI and check the Impact of having a incident, problem or change related to this Configuration Item. You can populate the CMDB using differents approachs, The graphical representation on the CI and their relationships.

Cons: Have some high cost concern when you try to implement discovery tools for automatic cmdb population.

Overall: CMDB solution part of the ServiceNow Instance that helps the organization to consolidate in a single system of record all the benefits of having the main applications of the ITSM side totally integrated.

Easy to use, Full functionality, Great way for me to get work done efficiently.

Feb 13, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love how once a ticket is submitted how fast it comes through to me. The ease of use and learning this program was fairly easy. The Tracking is amazing when it comes to keeping stats is great when it comes to year end reviews.

Cons: The one and only issue I have had with this software Is sometimes when tickets are submitted they do not come through, which causes some inconvenience. Other than that Its great!

Overall: We are able to assist our employees that have any issue during their work day and respond in an appropriate time frame.

nice product

Jan 10, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: very useful product

Pros: We used to get tickets for various amends and questions on functionality in mainframe environment. It was difficult to manage all the work manually and it took time to keep all the work in track. After we got the Service now tool it is easy to track the tickets and the section wise option gives to update the necessary fields. It is very user friendly and flexible.

Cons: some time facing problem in back button & redirecting in some other incident which react problem some time.

Great incident management tool!

Dec 10, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love the hidden capabilities and functionality that this tool has. We use it to track incidents all the way to managing our sprint cycles and work loads within IT.

Cons: There are limitations in the ServiceNow reporting functionalities. It is not easy to create reports and dashboard in ServiceNow. Configuration and security are sometimes very difficult and need great effort.

Great tool for driving ITSM maturity

Dec 10, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: With ServiceNow you get efficient service management across the lifecycle of an incident. I really like search and category features. My organization has application records for each support group and it is easy to navigate between requests and incidents and track project progress.

Cons: Sometimes information is not quickly accessible and some specific search strings are required to source reports and data and construct meaningful dashboard widgets.

Using as a ticketing system for IT service management tasks

Dec 04, 2017
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: ServiceNow is ITIL compatible tool for managing and tracing incidents and changes for your infrastructure

Cons: A bit poor reporting featured, we had to use third party reporting, to get everithing required by business.

good, but could be better

Nov 23, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: there are a lot of functionalities available out of box, especially around how to categorize different configuration items, the relationship of this module with Change management etc

Cons: Performance when loading a large amount of data suffers badly. Also, visualization of CIs in a graphical manner could be better

Overall: easy and quick implementation. TIme to market is quick too

Good but could be better

Nov 07, 2017
3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy of use is by far the best feature. The user interface is very intuitive. There are popups or roll over texts that help the navigation.

Cons: The visualization of configuration items in graphical format can be improved. Performance tends to slow down when loading high volume of data.

Good

Oct 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Best provision of technical & detailed features for ITs It provide easy way to raise any ticket with proper details Response time analysis is best in this app

Cons: Raising access to service now takes long time and need very details which are not required or not available to users.

Service Now, the one that gathers them all

Oct 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: We've been working along with servicenow for several years and we have more and more success digital transformations stories by building business improvement strategies upon the Servicenow Platform

Pros: ServiceNow is a Service Management Platform, ranked by Gartner just as the #1 in the global market of digital service management platforms. Easy to use, deep dive, almost boundaryless ServiceNow software integrates a strong and robust collaborative service management engine, that allows almost all kind of organizations, no matter the economic sector, to optimize and automate any business and IT service through a full function collaborative tool set, such as Asset Discovery, service catalog, business rules definition, SLA's and analytics easy-to-build dashboards, not to mention the application development capabilities which stands as the ServiceNow main differentiators.

Cons: As any technology solutions, there is and will be room for improvement, starting with more built-in integration capabilities in order to simplify more complex implementations.

Helpful software for raising incidents and tracking the same.

Oct 12, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: 1. As I'm working in IT industry, many times I need help regarding hardware, software access, or reporting network issues. I don't need to call the customer support. I raise an incident on service now and customer support team track it and close the issue, sending me a notification about the same.

2. I don't need separate login and password. Once I click on the service now, it automatically logs in using windows login/password.

3. The format for raising the incident is good and it covers all important input from the users.

Cons: 1. I felt that there is a lot of scope for improvement in GUI font, colour choices and options on the homepage.
2. I have observed issues in the loading of its web pages intermittently.
3. For me, this software is primarily useful in reporting the issue. I was expecting a visible direct link for it on the homepage. However, I have to go to "get help", and then we can see its option.

Overall: Reporting issues specific to software access, n/w issues to IT support team is quite easy through this software

Easy to build application and customer support

Jul 21, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Building Dashboard for Customers is very easy and able to support Users with Customer Support is awesome. Tickets will be auto generated and assigned and able to track the progress easily

Cons: Initial level of training is needed for Admins and also to the Users to get used with the built in functionality.

Top Dog among Service Management Suites

Jul 06, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: An extremely robust platform with customization galore and full features comes at a cost but with very little holding it back. ServiceNow can really help on any ITIL initiatives and centralization of services. The unique focus of ServiceNow beyond just IT, is where its strengths lie. Most Service Management suites do ITIL for IT. ServiceNow takes the lessons learned from ITIL and extends them to the rest of the org (especially but not limited to Facilities and HR). Really built for Mid to Large Businesses.

Pros: ITIL based Service Portal (Self Service Portal for quick searches spanning instance or specific areas) Knowledge Base (despite that not being checked in the available features) Full Service Management solution for the ENTIRE organization Strong Workflow engine Visible Table structures for clean data flows Extremely customizable (Forms, Fields, Tables, Applications, Portal, Workflow, Knowledge Base, etc...) Best in the business system architecture (fully redundant instances) HI Administration portal and ServiceNow support are top notch Service Now community is extremely active Docs site (formerly wiki) well updated and complete. Great organization and User groups You get a cake upon launch! Extensive Integration capabilities

Cons: Cost Some out-of-box examples really don't match up to any organizations needs and leave you wanting more Email rules are more complex than they need to be (some of this can be mitigated by free add-ons like Postmaster) Configuration can sometimes be limited and requires some Javascript to get past basics Mid Servers for integrations can be more work to maintain than desired

Recommendations to other buyers: Consider your 10 year plans when choosing a Service Management suite. While ServiceNow is pricey and does end up requiring dedicated admins and atleast shared devs/product owners, it is a real leader in this space and can help in centralizing support functions across your organization through a strong self-service portal, knowledgebase, and workflows. The CMDB is one of the best in the business. Still, if your company is small and you want pre-built configurations you might look at either ServiceNow Express or other solutions.

ServiceNow

Apr 18, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: good reporting capabilities allow users to monitor services. Reports are customizable and easily filterable.

Cons: usability is not perfect and the learning curve is a bit too high. There could be some usability testing done to improve this product.

Great Product

Dec 20, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Good integrations with ITIL processes like incident management and other value added services like google maps.

Cons: Some menus are dense and are not as interactive as they could be.

Overall: ServiceNow facilities management is a great product. Features like integration with ITIL processes like incident management, facilities management makes tracking of problems with facilities very easy. The other feature I really like is the integration with maps services like Google maps. I would like to see menus to be more interactive.

Jun 20, 2018
5/5
Overall

Jun 02, 2018
5/5
Overall

Apr 24, 2018
4/5
Overall

Feb 01, 2018
3/5
Overall

Jan 31, 2018
4/5
Overall

Dec 19, 2017
5/5
Overall

Oct 18, 2017
5/5
Overall

Jan 27, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Dec 22, 2016
3/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Dec 14, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Dec 07, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Nov 17, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Jul 07, 2016
3/5
Overall

Jun 08, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Customer Support
4 / 5
Value for Money

Feb 17, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Value for Money

Aug 10, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support