[wintogreen74]

>> Of all the shitty enterprise software vendors, there is no platform I hate more than ServiceNow.

Forget about their enterprise software, the very premise of the function they support is the thing I hate most. The software, the company, the consultants who push this garbage, the employees within your company who somehow have a named role implementing and managing it, I loathe it all.

[NikolaNovak]

interesting; curious - What is the thing you hate the most here?

FWIW, I've been a kind of sysadmins for couple of decades, then ops manager for 5. After supporting multiple production streams, good and organized and consistent processes are an absolute must for me (as opposed to random wild west and utter chaos sometimes we techie prefer :-)). It is my understanding "premise of function they support" is organized work flows - standard and "let's not reinvent the wheel badly" ways to manage and report on incidents, service requests, etc. And hopefully do some trends and reporting and categories and whatnots.

So I don't know if service now does that well or poorly... But what in there do you "loathe"?? It may not be your cup of tea and you'd rather develop freely, and fair enough, but somebody somewhere has to support large productions and large numbers of users and need tools better than slack and emails to do it... :-/

[sublinear]

My guess is they underestimate the scale at which it's used in most businesses who do and the relative unimportance of the accuracy of the data it holds. It's never going to perfectly capture all details of work because of its inflexibility, but it's better than nothing or not even trying. As long as everyone understands that and nobody is delusionally running around with a trusty clipboard and a whip or rallying for significant change based on it without consulting the people actually entering the data, it's alright.

There's a lot to keep track of. Definitely not my cup of tea either, but it is what it is.

[gibbitz]

The UI UX is hands-down the worst part. When a serious incident is opened and assigned to a team member the most efficient way to work it is to share around the link from the notification email as it can take more than 20 minutes to find it without a unique ID of the task or the assignee. The UI is full of unused links in my organization's implementation which makes this even more difficult as there is no hierarchy based on common or high use tasks. My favorite gripe is when resolving a task or incident the required notes for resolution are hidden under a tab somewhere in the middle of the page. Due to the counter-intuitive UI my team is often breaking process just to appease the SNOW workflow which in my organization leads to more tickets...