[solresol]

You should have seen the platform it replaced. ServiceNow was essentially "let's rewrite HP Service Manager from scratch to remove the legacy debt." Service Manager was what you get when you develop a mainframe green screen application using a low-code RAD system and then try to maintain it for 20 years.

Amusingly, I'm consulting with a company now whose business model and product strategy is "a rewrite of Service Manager that's cheaper and more sane." Presumably the cycle of rewriting these kinds of platforms will continue until the heat death of the universe.

[mongol]

I recall that once upon a time, Service Manager was a client side app using the same GUI framework as Eclipse. Which made it very heavy, using tons of memory for an app that you only used now and then. I am not completely sure it was Service Manager, but quite sure. Then it was made a web app, 15+ years or so ago. Compared to that, ServiceNow is a dream to use.

[Spooky23]

The young pups here whining about ServiceNow have no idea.

Service Manager, Remedy, etc were exponentially more miserable. I worked at a place that had 6 people who just twiddled Service Manager and kept the servers running etc.

All ticketing systems suck. It’s the nature of the beast. People used to talk about how awesome JIRA is. Lol.

[kayodelycaon]

Personally, I think JIRA is awesome. I’ve seen the absolute disaster that is enterprise software and the cloud version of JIRA is not a disaster.

Everyone hates ticketing systems. But I think that’s because people hate spending time on things that aren’t relevant to them. They all get in the way of someone’s desired workflow. (Did I, a champion of organization, fill out my time sheet? No. No I did not. grumbles)

JIRA’s strength is being mediocre for just about everyone. No one’s workflow can be implemented 100%, but it can be customized enough for most purposes.

[mlloyd]

"JIRA’s strength is being" amazing for enterprise development teams and mediocre for everyone else.