It boggles me that ServiceNow succeeds even though their most ubiquitous product, IT Service Management, is also their worst. There are less half-baked products

It boggles me that ServiceNow succeeds even though their most ubiquitous product, IT Service Management, is also their worst. There are less half-baked products besides the ticketing system. For example, the IT Operations Management suite includes tools to collect specifications about devices without installing an agent, aggregate alerts to better assess outage impacts, and automatically generate topology maps by analyzing network traffic. It's a wholly different product that justifies some weird design decisions in the Incident/Change system, but it can help explain where Lightstep falls in the ecosystem. Source: ServiceNow ITOM consultant who has seen customers fare better when they look beyond Incident/Problem/Change/Catalog