[vxNsr]

It’s secret super power for executives is GQL it’s easier to use vs SQL and the interface looks slick compared to what’s out there.

A very well architected instance looks and is pretty good, the issue is that often large enterprises will hire the cheapest possible consulting firm to implement it, and you can really screw it up if you’re not careful.

[NikolaNovak]

My background is ERP so that sounds similar then - the bones may be decent, but how you implement it can make or break it, both as IT exercise and as business transformation / process implementation; is that About right?

I will likely have some input on how it's implemented and particularly the processes. I guess I should start reading up on best practices etc...

[Karrot_Kream]

This seems to be the big problem with ERPs. Problem domains are complex so you need implementation flexibility, but with that comes the ability to create shitty systems that everyone hates.

[vxNsr]

Yes, servicenow is much closer to an opinionated ERP vs a simple ITSM platform. In fact they’re working pretty hard on making it easier to implement your own erp type process in snow, instead of using it for only your item needs.

[notyourwork]

100% this - I used to do enterprise integrations in the early days of ServiceNow. It's not a bad platform, consulting companies can suck (most do) and in-house implementations usually suck for different reasons.

ServiceNow is a combination of data modeling, interface and process design along with carefully balancing how to do things. Most of my time was in the CMS and SOAP integrations.