| I agree with other veterans? here. ServiceNow was the better alternative all round -- as compared to Remedy and HP Service Center. The customizations and integrations, api, cloud were decent. The licensing was bad. The pressure to "upgrade" to latest version every year (or lose support) was insane. Sales was aggressive. A couple of trends probably pushed this into a hated category -- Orgs had to customize the hell out of every workflow instead of keeping it simple and following standard ITIL. The moment you veered away from "out of the box" features and did customizations ..your yearly upgrades risked failing. The people in Orgs who maintain and customize the tool needed to be decently skilled. Cheapest body shop vendor doesn't cut it. ServiceNow certifications were good initially then they became expensive/unaffordable, too many, too much to keep current. ServiceNow themselves brought into many new features like AI, chatbots, RPA etc that it all became a huge complex beast. Basic features of a ticketing tool probably became too complex to maintain? |