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OPTION · CMDB WITH DISCOVERY · RANK 8 OF 9

Freshservice CMDB review: a priced service desk with agentless discovery

SHORT ANSWER

Freshservice ranks 8 of 9 at 60.8 out of 100. It puts the CMDB inside a service desk with published per-agent prices and agentless discovery. Matching records across third-party tools and mapping owners are not described on the pages reviewed.

By The Record Desk · CMDB Alternatives Compare · Published 2026-10-11

RECORD SCORE

Freshservice is outscored on 7 of 7 criteria.

Company
Freshworks
Type
CMDB with discovery
Deployment
Cloud service desk from Freshworks.
Pricing
Service desk: Starter $19, Growth $49, Pro $99 per agent per month, billed annually; Enterprise custom; 14-day free trial. The CMDB and asset discovery come with separately licensed IT asset management plans (Growth and above), priced in Asset Units bought in packs of 500: 1 desktop or mobile device = 1 unit, 1 server, VM or network device = 4 units, 1 SaaS user = 1 unit. The Asset Unit price is not shown.

Source: Freshservice IT asset management pricing · Read 11 Oct 2026

Website
freshworks.com

What does Freshservice do?

A Freshworks service desk with a built-in CMDB that agentless discovery fills with devices, software, storage and cloud resources.

  • CMDB: "Build a sophisticated CMDB with data from devices, software, storage, cloud resources, and their interdependencies", with "agentless discovery" and SaaS license management.

    Source: Freshservice IT asset management · Read 27 Sep 2026

  • ITSM processes: Problem, change and release management on Pro and Enterprise; service catalog and SLAs from Growth.

    Source: Freshservice pricing · Read 27 Sep 2026

  • ITIL: "Gold Accredited Tool Vendor with certification across 14 ITIL practices"; "PinkVERIFY-certified across six ITSM processes".

    Source: Freshservice homepage · Read 27 Sep 2026

  • Public sector: Freshworks said on 6 August 2026 that Freshservice reached FedRAMP "In Process" status toward Class C (Moderate).

    Source: Freshworks: FedRAMP In Process for Freshservice · Read 27 Sep 2026

  • ITAM plans: ITAM Growth includes asset discovery and the CMDB; Pro adds SaaS discovery and software asset management; Enterprise adds service discovery, application dependency mapping and business service mapping.

    Source: Freshservice IT asset management pricing · Read 11 Oct 2026

  • Analyst report: Freshworks said on 29 July 2026 that it was named a Leader in the 2026 Gartner Magic Quadrant for IT Service Management Platforms.

    Source: Freshworks: Leader in 2026 Gartner Magic Quadrant for ITSM platforms · Read 27 Sep 2026

How does it score on each criterion?

Freshservice: score per criterion, with reason and source
CriterionWeightScoreWhySource
Completeness of discovery20%Agentless discovery of devices, software, storage and cloud resources; SaaS discovery on ITAM Pro and service discovery with application dependency mapping on Enterprise; OT, IoT and identities are not documented.

Source: Freshservice IT asset management pricing · Read 11 Oct 2026

Data trust and reconciliation20%
Lowest in set
Builds the CMDB from discovery data and interdependencies; merging records from several third-party tools is not described.

Source: Freshservice IT asset management · Read 27 Sep 2026

Ownership mapping12%Asset ownership mapping is not described on the pages reviewed.

Source: Freshservice IT asset management · Read 27 Sep 2026

Keeping the CMDB in sync16%The CMDB is native to the service desk and fed by agentless discovery; sync with an outside CMDB is not described.

Source: Freshservice IT asset management · Read 27 Sep 2026

Effort to maintain14%Agentless discovery cuts manual entry; discovery frequency is not stated on the pages reviewed.

Source: Freshservice IT asset management · Read 27 Sep 2026

Actionability10%Problem, change and release management on Pro and Enterprise, service catalog and SLAs from Growth, on the same platform as the CMDB.

Source: Freshservice pricing · Read 27 Sep 2026

Pricing clarity8%Service desk prices are published per agent ($19 to $99 a month billed annually), but the CMDB comes with separately licensed ITAM plans priced in Asset Units, and the Asset Unit price is not shown.

Source: Freshservice IT asset management pricing · Read 11 Oct 2026

What does its record card show?

Freshservice record cardFOUND: Documented; MATCHED: Not documented; OWNED: Not documented; SYNCED: Documented; CURRENT: Partial. 2.5 of 5 lines documented.FreshserviceCMDB WITH DISCOVERYFOUNDDOCMATCHEDNOT DOCOWNEDNOT DOCSYNCEDDOCCURRENTPART2.5 of 5 lines documented
  • Documented on the vendor's pages
  • Partial: in general terms, through another product or by integration only
  • Not documented on the pages reviewed
A punched line means the vendor's own pages describe that part of keeping a record current. It does not measure how well it works on your estate.

How does it keep the record current?

Freshservice documents agentless discovery that builds the CMDB from devices, software, storage and cloud resources and their interdependencies, plus SaaS license management. The pages reviewed do not state how often discovery runs, so we score its currency as partial.

How does it work with a CMDB such as ServiceNow?

Freshservice is a service desk in its own right, so it is usually a choice instead of ServiceNow rather than a feed into it. Teams already on Freshservice can also pair it with Device42, which Freshworks owns, or with Lansweeper, which lists Freshservice among its integrations.

Where is it strong, and where are its limits?

Strengths

  • The most pricing detail of the three CMDB-with-discovery options: published agent prices and a stated Asset Unit model for the CMDB.
  • Problem, change and release work runs on the same platform as the CMDB.

Limits

  • Reconciliation across third-party tools and ownership mapping are not described on the pages reviewed.
  • The CMDB needs a separately licensed ITAM plan, and the Asset Unit price is not shown.

How does it compare with the others?

Alternatives to FreshserviceCompare Freshservice with others

Visit Freshservice

Frequently asked questions

Which Freshservice plan includes the CMDB?

The CMDB and asset discovery come with Freshservice IT asset management, licensed separately from the service desk: the ITAM Growth plan includes both, Pro adds SaaS discovery and software asset management, and Enterprise adds service discovery and application dependency mapping. ITAM is priced in Asset Units bought in packs of 500; the Asset Unit price is not shown.

Is Freshservice ITIL aligned?

Freshworks describes Freshservice as a Gold Accredited Tool Vendor across 14 ITIL practices and PinkVERIFY-certified across six ITSM processes.

How is Freshservice related to Device42?

Both belong to Freshworks. Device42's own pages describe it as a Freshworks company.