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Explains how ServiceNow can be so popular yet so awful. They sell to the IT department who staffs up a team of solution architects and lock themselves in. Usab
by ec109685 2y ago
Explains how ServiceNow can be so popular yet so awful. They sell to the IT department who staffs up a team of solution architects and lock themselves in.
Usability of the software be dammed (it took years before even urls were shareable).
Slack was a revelation where its pricing model encouraged bottoms up adoption (only pay for seats used) and they encourage feedback from everyone (unlike Google docs where it takes an admin to report a bug, maybe).
- cdchn 2y ago>where it takes an admin to report a bug Unfortunately most products seem to conflate "report a bug" with _enterprise support_.
- rocmcd 2y agoIf you think ServiceNow is awful, then you clearly haven't used the alternatives. Believe it or not, there are users (not buyers) that _love_ ServiceNow for what it can do. Usually because what came before was a mixture of manual process, spreadsheet hell, or some living nightmare like BMC Remedy (at least for ITSM use cases).
- afarviral 2y agoServiceNow is great if your project/architecture people are really great. The mistake is expecting that OOTB features will be enough (with only a few tweaks) or that the product itself will steer you toward best pratices (NOPE!). Its a bag of great parts which require extremely careful assembly and a disciplined approach in implementing the simplest, and most elegant build. YAGNI. Case>Req>RITM>SCTASK is a lot of layers of bloat just for a single user request.