# Hardware Asset Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Hardware Asset Management the right IT Asset Management solution for you? Explore 32 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/253952/Asset-Management-Servicenow/reviews --- Hardware Asset Management 4.3 (32) [View alternatives](https://www.capterra.com/p/253952/Asset-Management-Servicenow/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Hardware Asset Management Ease of use 3.8 Customer Service 4.2 ## Pros and Cons in Reviews JA Jon A Application Support Team LeadMedical Practice, 501 - 1,000 employeesUsed the software for: 6-12 months. “Some workflows are clunky (even some built in ones), and sometimes the UI is slow or jumps around a bit.“ August 19, 2020 OA Oliver A Program ManagerEducation Management, 501 - 1,000 employeesUsed the software for: More than 2 years. “Not so great especially, without coordinated integration.“ February 25, 2021 ## Showing most helpful reviews Showing 1-25 of 32 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Ryan O. Software Architect Religious Institutions Used the software for: 2+ years ### "Very Useful But Be Cautious" March 8, 2019 3.0 Overall we've had a positive experience with ServiceNow in our organization. Obviously I've outlined a fair number of cons but most software that's designed to service an enterprise has challenges. It's a powerful solution and should be used deliberately and with some level of caution lest you over commit. Pros ServiceNow Asset Management is very powerful and highly customizable and is well suited to handle complex configuration management and business configuration scenarios and with a decent developer can be integrated into pretty much any other system. It's useful for streamlining business processes such as bridging the notification and response gap between support centers, business managers and technical professionals (application administrators, system administrators, engineers etc.). It also has great reporting and dashboarding support in and out of the user interface and can even be leveraged to drive internal and external compliance programs. Cons ServiceNow doesn't seem to scale really well from a performance standpoint and the user interface is quite clunky when it comes to load notification. It's not uncommon to click on a link and think that nothing is happening because there are no visual indicators that it's loading. It's only after the request has been running for 15-20 seconds that a toaster pops down indicating that the transaction hasn't completed. All of our users complain about this. Generally speaking, it can be very slow at times. It doesn't take a whole lot before the navigation pane becomes VERY convoluted, making it overwhelming to look at. Filtering down options while typing and using the favorites feature helps alleviate this struggle but overall , the navigation is essentially nothing but a giant list of links. Navigation between screens, grids and custom dashboards can get very disconnected. Especially if you have a grid open in one browser tab and open multiple records in other tabs. The browser session gets REALLY messed up when you do things like that and most of the time you end up having to close all but one tab and go back to the beginning. This may be more of a caution than a con but it's wise to limit the scope of what you want to accomplish with Service Now because this solution can easily grow into something that you couldn't get away from. Break up your business solutions to stay agile. Review Source Athena Ordona V. Senior Fraud Specialist Retail Used the software for: 6-12 months ### "ServiceNow: a Realtime Service Management tool" February 27, 2019 4.0 ServiceNow makes case management very efficient and organized. For users reporting incidents, the tool allows one to not only see the actual incident report, but also see its actual progress as it goes through the different stages of incident resolution. For teams submitting access requests through the app, it also makes submission quick and standardized. It also generates emails that would give a summary of the issue, making it easier for both the user and the management to keep track of all the issues/incidents reported as well as access requests made for record-keeping. Pros Asking for a service request or an incident for a tool at work is made hassle-free with ServiceNow. As soon as you hit send, a copy of the service request or incident report will be sent to your email within seconds which also means that it queues up your request practically in real-time. The interface is very user-friendly and it has description of the info it needs to be able to fulfil a service request or report an incident, so no prior training is needed to be able to utilize the tool. Cons Though the interface is user-friendly, the report that gets generated is less user-friendly. It's archaic and not as appealing to the eyes because of the placement of items (super close together and with no line breaks) which makes it hard to read the summary/report. This is mostly apparent in the comments section of the intake requests where the space is very little, making the words very difficult to understand. Review Source George C. IT Compliance Manager Food & Beverages Used the software for: 2+ years ### "I've been using ServiceNow daily for almost 5 years and it is indispensable in my organization." July 10, 2018 5.0 I am able to run a large company's (15,000+ employees) entire hardware asset management program using ServiceNow asset management. Pros I love that I am able to track the entire lifecycle of my IT assets in ServiceNow and keep track of the users that they are assigned to. It all ties back into our User database that is from our Active Directory structure. I am able to, at a glance, see all of the IT assets in our company (more than 15,000) and see where they are and to whom they are assigned. The search and filtering functions are also very powerful, and have improved with each iteration of the software. Cons If I could name one thing I like the least about ServiceNow's asset management module, it would be the ease with which an asset can be overwritten accidentally. If a novice is using it, they can overwrite an asset, if they have a "write" role in the system. It is important to have proper training for anyone that will be able to create and edit assets. Review Source VR Verified Reviewer Art Director Financial Services Used the software for: 2+ years ### "Great product better than share point" February 12, 2019 5.0 Our company happy to use ServiceNow and gladly moving forward from share point. It is effective, efficient, easy to use, user friendly, and performs well, hardly any bug we experience. overall, the best! Pros this product is great for managing project work flow and so much better than share point. It is easy to use, user friendly interface, you can keep track of the project based on date, time and all attachments are easy to see, you can also easily to see comment and reply back on the same platform. effective, efficient. Cons I wish I can look at the attachment based on date modified descending so I can see the latest file rather than go through and clicking each attachment one by one. Review Source Adam N. Helpdesk Food & Beverages Used the software for: 2+ years ### "Very useful tool" August 16, 2019 5.0 This tool works very well in our environment, especially for prepping for Asset Audit in our company. Tool works flawlessly and as expected. Pros Easy to use, Does a great job on tracking our assets in our environment, SNow admins are able to customize the UI for better use in our environment. The ability to draw reports based on customized information that is requested from us. Cons Software performs as expected, no complaints Review Source VR Verified Reviewer IT Manager Food Production Used the software for: 1-2 years ### "ServiceNow isn't stellar" September 16, 2019 3.0 Not satisifed, wish my company would go back to Remedy. Pros There isn't much I really like about Service Now. It does have a lot of different pieces of functionality however. Cons The interface feels lacking and is not very intuitive on how to use it. Navigation is also very hard. The process to update and search for assets isn't great. Sometimes I enter search criteria in a specified field and doesn't find the asset. Alternatives considered [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/) Review Source Kyle F. IT Team Lead Computer Software Used the software for: 2+ years ### "Powerful but complicated" February 13, 2020 5.0 Overall this is our go to tool for asset management. Now if we can get past the complexity and complete our customizations. Pros Insanely powerful and customizable. Every aspect of servicenow can be customized and tailored to your business. When it comes to asset management this is invaluable. Cons Very complicated. Training required or consultant help. I guess this is expected when something like this is so customizable. Review Source Antonio A. ITSM Specialist Used the software for: 6-12 months ### "CIS ServiceNow CSA " March 5, 2018 5.0 As a part of the ITSM application bring to the support staff all the information and relationships normally needed about the assets. Pros Fully Integrated with the main process of the ITSM as Incident, Change or Problem Management. Covers the need of the entire end of life of the Assets and with the CMDB give to the support staff all the information they normally require related to the assets, like ownership or finantial. With Contract management can relate the support service contract for each asset in the company. Though the ServiceNow Instance based services, can integrated to many third party applications that manage data about assets, Review Source Joevanne V. IT Security Engineer Consumer Goods Used the software for: 6-12 months ### "Very Pricey " February 7, 2018 3.0 Pros Service Now offers many different products and can therefore fill many needs. They can cover your ticketing, asset management, among many other needs. Cons One of the priciest solutions in its categories I have used. The solutions are also very difficult to implement and reps I have worked with on Professional Services have been lacking in knowledge. The User Interface isn't very friendly and many clicks are needed to perform a simple task/function. Review Source Mayank S. Head Of Sales Marketing Human Resources Used the software for: 6-12 months ### "Value for Money..." April 3, 2020 4.0 I have been using it for almost 8 months now. I found it quiet useful. Pros The ease of access and the ease of utilization as per your LOB/Industry. Easy administration and multi-level management. User friendly GUI (depends on the customization). Cons Does not work properly on Low Bandwidth connections. Depending on your hardware, it's performance may vary. Review Source MG Mike G. VP Tech Construction Used the software for: 6-12 months ### "Asset Tracker" September 13, 2019 4.0 Configuration was a little cumbersome but the software is really good at tracking assets. Pros The software does a good job at identifying and tagging assets in the environment. It makes job of asset management an easy one. Cons The software finds everything on the network and does not allow a filter to not detect certain assets. Review Source VR Verified Reviewer Sr Director Biotechnology Used the software for: 2+ years ### "modern software asset management tool" December 12, 2019 5.0 It is an intuitive, easy to implement, monitor and report tool that provides a great self service experience to a user and enable true IT self service if implemented well. Pros The best features that we like are - ability to link to configuration management database, auto discovery of assets and the ability to provide a self service catalog to the end user there by easing the pressure on the IT operations team. Cons While this product is able to monitor software entitlement and compliance for other software such as Microsoft office, adobe etc. it is thus far unable to monitor and manage compliance of service now software licensing - probably something that should be immediately added. Reason for choosing Hardware Asset Management This product when evaluated was able to achieve software asset compliance and also provide the ability to create a catalog of software assets for a really good self service experience. Review Source VR Verified Reviewer Business Analyst Insurance Used the software for: 1-2 years ### "ServiceNow used in IT Helpdesk" August 24, 2018 4.0 We have mainly used ServiceNow to track reported incidents (both in our software systems and hardware issues) and IT requests (support and asset management). It helped us create, assign and track the INCs and REQs using a dedicated tracking number and comply to it before it breached the SLA. It's pretty straightforward to use though I know there are still more features to it that can be improved. Pros Reported incidents, new requests and task assignments can be easily logged, tracked and completed. The reports can be easily generated and customized based on user's preference. Cons One can easily explore the platform's GUI but I think the UX can be improved for the benefit of the users. Review Source VR Verified Reviewer Application Support Team Lead Medical Practice Used the software for: 6-12 months ### "nice features" August 19, 2020 4.0 Its been wonderful overall. The amount of time saved being in one integrated system is amazing. Pros I love everything it can do. I'm not sure how much is out of the box vs heavily customized in our instance as we have a dedicated team for customizing ServiceNow. That said, the integrations this has with our other systems is amazing. I love that devices can not just be listed but interconnected. We use ServiceNow for ticketing, change management, and agile project management as well, and the integrations allow us to streamline everything from purchasing to emergency changes. I love that items can be automatically routed to the correct teams for tollgate approvals with little effort. Cons Ability to heavily customize can be a pro for some and a con for many. Lots of dev time and associated costs. Some workflows are clunky (even some built in ones), and sometimes the UI is slow or jumps around a bit. Review Source RN Rekha N. Service Level Manager Information Services Used the software for: 6-12 months ### "Service Now Asset Management review" December 5, 2018 5.0 CMDB maintanence has been made easy and rigid with this tool. It doesnt allow modification of CIs for everyone. Pros Service now offers wonderful Asset management module, which allows customization based on the Organizations requirements. CMDB management is one module, which can be done at a as minute level as screw and cable, or we can chose to have the inventory upto Physical resources as such. Service now gives the option for both the methods. It has a provision to chose the depth of Asset management which includes Relations to be setup between each class CIs. It also has wonderful reporting enabled for Asset management module as well, the Dashboard provision for reporting helps to have frequently used reports to be set as home page for quick access. Cons Nothing in specific. However, we encountered one scenarion where a single Service now instance was used by 2 businesses. Requirements of 2 businesses were different at times, however due to single instance it didnt cater to each ones requirements. We had to compromise on few requirements. Review Source Vivek S. Continuous Improvement Specialist Information Technology and Services Used the software for: 2+ years ### "Best Product for ITSM Framework" July 28, 2019 5.0 Pros \- Easy customization for full life-cycle of Asset - Directly supports CMDB - Supports Config Management cycle - Integration with Change, Incident, and problem management module Cons \- High price for certification - Too many versions Review Source VR Verified Reviewer Systems Support Analyst, Sr - Educational Outreach and Student Services Higher Education Used the software for: 2+ years ### "ServiceNow Asset Management" December 18, 2018 4.0 Pros The import/export features are fairly simple. Cons Overall, a clunky and slow interface. Not sure if that is due to the way our CMDB was constructed, or ServiceNow itself. Review Source Brandon C. Press Assistant Information Technology and Services Used the software for: Less than 6 months ### "Great software with a learning curve" December 11, 2019 4.0 Our team uses ServiceNow to create and manage tickets for IT issues in a large corporate setting. Pros Love the ability to add notes, different categories, and users to specific tickets. This web app is a very comprehensive tool that is suited best for an enterprise environment. Currently, I use it in a IT Managed Services setting where tickets for IT Issues are created, edited, and updated over the course of the repair life cycle. Cons There is a steep learning curve if you're a first-time user. You will most likely need, at the very least, a short tutorial on how to setup a dashboard, sort information, and create and/or move tickets along the way. Review Source VR Verified Reviewer Principal Management Consulting Used the software for: 2+ years ### "ServiceNow AM helps improve security posture" April 23, 2019 5.0 Pros Discovery did a great job finding physical assets across the org. We have a tone of security initiatives so knowing what we have is imperative to knowing what and how to protect. Cons Really no downside other than we needed to engage a third party to help configure the app, but that's due to the fact we do not have SNow expertise onsite. Review Source OA Oliver A. Program Manager Education Management Used the software for: 2+ years ### "Not Bad" February 25, 2021 4.0 Not so great especially, without coordinated integration. Possible because of limited knowledge of the product Pros Easy to understand how to use. Get the job done with few configurations. Comes with standard reporting for easy results Cons Could be better if its integrated with other products from ServiceNow that is deployed in the organization. Review Source VR Verified Reviewer Software Engineer Computer Software Used the software for: 2+ years ### "Create tickets to order tool " February 6, 2019 3.0 Pros There are different types of forms like, requesting a software and hardware at work. To request to create LDAP groups, test accounts any network issues. Cons It takes time to get the tickets resolved. And there website is very slow. Review Source VR Verified Reviewer Product Manager Warehousing Used the software for: Less than 6 months ### "It's too early to tell but.." September 28, 2020 4.0 Overall I'm not sure we're happy with the move to ServiceNow... yet. It likely will get better as we're still only just out of the gates on deployment, but the learning curve has proved painful. Pros \-Very robust, a feature set for nearly everything -Was able to replace several systems - IT ticketing, change order management, asset management, and more Cons \-Deployment was tedious and time consuming for our organization -Sometimes replacing several tools with one is a benefit, other times it may highlight the features you truly use in the to-be-replaced systems Review Source VR Verified Reviewer Solution Center Analyst I Hospital & Health Care Used the software for: 1-2 years ### "Can be slow and glitchy" November 18, 2019 3.0 It's good for ticket making but the speed and quality could be better. Pros It's easy to make tickets and route them as needed. It's also nice to be able to pin or bookmark the frequently used items. Cons It's always super slow and glitchy. The number of times I have to wait a significant period of time for a page to load it ridiculous. Review Source GY George Y. dba Venture Capital & Private Equity Used the software for: 1-2 years ### "Decent asset Management software" January 26, 2021 4.0 it help build a good inventory of the assets and make the management of asset much easier. Pros Once the software is correctly configured, you can find relations of the assets pretty easily, and the searching function is powerful. Cons it was a pain to build up all the inventory of the assets, and the configuration of the software is tedious and difficult. Review Source Davesh M. Junior DevOps Engineer Telecommunications Used the software for: Less than 6 months ### "Great way to manage the ITIL framework for changes, releases, and deployments" September 23, 2019 5.0 Great benefits, allowing for changes to be properly accessed, peer reviewed, implemented, and validated Pros The UI is customizable, the dashboards that can be created are very helpful for seeing certain information right away, the ticketing system is very organized and promotes collaboration and safe changes Cons The software can be slow to load, and sometimes unclear with scheduling conflicts. Some tickets are not as descriptive as those you might see in JIRA. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.