ServiceNow CMDB, powerful product with an all encompassing platform
Pros
- Complete soup to nuts functionality all under one product.
- Scalability for projects, change management, and many other features.
Cons
- When cloning a change request, it reverts back to the old request once you save it, would be nice if it stayed on the new change screen to avoid time looking up the newly created change.
- The KB articles are not always spectacular or provide accurate content.
Return on Investment
- The usage of incident reporting has gained in popularity in our org and helps us centralize this.
- Utilizing the CMDB has saved countless hours when creating change requests, all the asset and business/system owner info is there and auto populates nicely.
Alternatives Considered
BMC Helix ITSM (Remedy)
Other Software Used
BMC Helix ITSM (Remedy), Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk), Qualys Cloud Platform (formerly Qualysguard)