ServiceNow IT Asset Management

Score8.1 out of 10

62 Reviews and Ratings

What is ServiceNow IT Asset Management?

ITSM / ITOM specialist ServiceNow launched its software asset management solution in 2017. Built on the Now Platform, the ServiceNow IT Asset Management bundle, which includes the CMDB module also as well as the relatively new SAM module, allows users to manage software licenses and hardware assets with IT workflows and lifecycle visibility. This bundle presents a solution to users not using the ServiceNow ITSM bundle.

Categories & Use Cases

Software and hardware inventory tracking
Discovery and management of hardware and software inventory
Category average: 9.1
Asset lifecycle monitoring
Monitoring asset lifecycle from acquisition to retirement
Category average: 8
Asset relationship management
Asset relationship management is the ability to see relationships between assets to help with troubleshooting
Category average: 8.1

License management
Tracking license agreement compliance to ensure that infrastructure is neither over nor under licensed
Category average: 7.8
Contract management
Tools to assist in managing purchase orders and contracts
Category average: 7.5

Most Frequent Users

Top 3 industries using ServiceNow IT Asset Management.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Professional, Scientific, and Technical Services

22.9%

669 installations of 2,922

#2 most frequent

Finance and Insurance

11.6%

340 installations of 2,922

#3 most frequent

Information

9.8%

285 installations of 2,922

Verified User

Analyst in Information Technology (1001-5000 employees)

Use Cases and Deployment Scope

We track all of our servers, both cloud and on-prem, as well as laptops, phones, tablets, printers, fax machines, monitors, and cameras in our Asset Management application. We are also getting ready to start tracking all of our software assets as well, via Software Asset Management Pro. One of our use cases is to provide a place where people can see the list of services and applications we have and then access information about them (e.g., criticality, support team, what other applications they interact with, etc.).

Pros

If paired with SN Discovery, it can detect, ingest, and normalize your asset data into the CMDB.
If paired with the SN Integration Hub, you can pull additional asset data from your phones, etc., into the CMDB.
It has an extensive crawl, walk, run dashboard guide that shows you what your CMDB looks like, which areas are healthy, and which areas need refinement or care/feeding.

Cons

Setting up services can be a bit tricky. Business vs. application services tied to your CI asset need to be implemented properly to ensure usability. Having a wizard to assist in this process would be great!
There are new options to have SN "hold your hand" while adding new asset data, but they require both an AI-based SKU and AI credits. Would be nice to have a "base pool" of credits for those who are not on the advanced SKU(s) yet.

Return on Investment

It makes it easier to provide hard numbers directly to the C-suite, which helps various business units to justify needed changes/upgrades.
Being able to notify all users in the tool of a particular service outage and all associated assets at once is great! Really helps give value to the Major Incident Management process.
Providing the data in a user-friendly, consumable way helps keep the "tech" out of the way for those who don't care about the details but still need to be informed.

Usability

Alternatives Considered

BMC Helix Discovery, BMC Helix ITSM and BMC Helix Platform

Other Software Used

ServiceNow IT Service Management, ServiceNow Now Platform

Bharath Raguraja

Senior Software Developer in Information Technology at Sandeza.ai (11-50 employees)

Use Cases and Deployment Scope

In our Organization we use ServiceNow ITAM primarily to track, manage and optimize our hardware, software and cloud assets. It’s integrated with our ServiceNow ITSM workflows, as well as Amazon Connect and Zoom Phone, to give agents real-time visibility into user assets during support calls, which has significantly improved resolution time.

Pros

Software License Optimization
Real time integration with ITSM and Agent tools
Automation Compliance and reporting

Cons

The ITAM dashboards and forms can feel overwhelming for agents or managers who don’t use the system every day.
While the reporting tools are robust. building custom, dynamic reports still requires a decent understanding of the ServiceNow Platform.

Return on Investment

By tracking license usage, we’ve been able to reallocate unused licenses instead of purchasing new ones, saving thousands annually.
With the integration to Amazon Connect and Zoom Phone, agents can instantly view user assets during calls, which has reduced average resolution time and improved customer satisfaction scores.

Usability

Alternatives Considered

Freshservice, CRM and Deals for Zendesk, Zendesk Guide, Zendesk Talk, Zendesk Chat, SolarWinds Service Desk (SSD), Jira Service Management and ManageEngine ServiceDesk Plus

Other Software Used

Amazon Connect, Zoom Phone, Dialpad Connect, GoTo Connect, Freshchat, HubSpot CRM, Zendesk Sunshine, Zendesk Chat, Bigin by Zoho CRM, Zoho Analytics, Aircall, ServiceNow App Engine, ServiceNow Enterprise Asset Management, ServiceNow Automated Test Framework (ATF), Slack, ManageEngine ADManager Plus

Aditya Singh View profile

OCI Architect in Information Technology at LTIMindtree (10,001+ employees)

Use Cases and Deployment Scope

ServiceNow IT Asset Management tool has been a great addition to our organisation. We were able to implement it without any hassles. The UI is also quite user friendly and users can work on it without much difficulty right from the beginning. The best feature is the centralised location which works as an inventory/repository to monitor the resources.

Pros

Great user interface, easy to use for new users
Variety of integration options available
Good customer support

Cons

High cost of license for small companies which can be made affordable.
Updating the asset information can be buggy when dealt with a complex environment with large number of assets
It can have better documentation support with updated information.

Return on Investment

ServiceNow had a positive impact on our firms resource management as it's a one stop solution.
It made sure that we did not move to an alternative because of it's extensive features
Licensing cost can get better but overall it is worth the returns we get.

Usability

Other Software Used

Microsoft Teams

Prakhar Verma

Analyst in Information Technology at Allegis Global Solution (5001-10,000 employees)

Use Cases and Deployment Scope

We were using Service now for incident management and managing all new requests, any employee can open a request for it as we have thousands of employees are working from home hence Service now works efficiently to work with, also it is easy to have the current status as we can have current comments and steps to be taken are clearly visible.

Pros

Incident Management
Reporting for Incident
Dashboards

Cons

UI can be better, It sometime hard to search the tickets
Learning curve is Long ,

Most Important Features

Incident Management
Data Migration

Return on Investment

Effective Incident management saves lot of time.

Harish Engolkar View profile

Associate Consultant in Information Technology at TCS (10,001+ employees)

Use Cases and Deployment Scope

ServiceNow is our ITIL-driven service management portal where we manage all our resources, activities on one hand and make use of ITIL to the best on the other hand. We use it as our inventory system maintaining the IT assets comprising of all the physical systems and the Configuration Items regarding the systems we have for our business. It's a one-stop shop for all the IT landscape integrating people to systems to resources.

Pros

Incident Management
Inventory Management
Change Management
Problem Management
Knowledge Management

Cons

One quick thing is integration to reporting platforms like MS Power BI
License levels because a normal user with an ITIL license cannot schedule reports..need another license there
Easy way to track SLA for incident Management

Most Important Features

Configuration Items
Known Errors
Knowledge Articles

Return on Investment

I am always up to date with respect to the IT landscape that I have
I always know which of my assets are expired or expiring
I get to know the lifecycle of my end to end systems

Alternatives Considered

BMC Helix ITSM (Remedy)

Other Software Used

BMC Helix ITSM (Remedy), Jira Software, Dell Service Desk Outsourcing

ServiceNow IT Asset Management

What is ServiceNow IT Asset Management?

Categories & Use Cases