[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.