ServiceNow 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

ServiceNow 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.