this post was submitted on 08 May 2025
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ServiceNow is very much aimed at the managers. It's good at reporting metrics like SLAs, ticket counts and anything else management dreams up to track metrics on. The interface for analysts putting data into it is slimy shit on toast. I swear, one of the questions I plan to ask, the next time I'm interviewing for a job is, "what do you use for security case management". If the answer is "ServiceNow" or "ServiceNow Security Incident Response (SIR)", that's going to be a mark against that company. The only thing worse than ServiceNow ITSM is ServiceNow SIR. It's all the terrible design of ITSM, but with basic security case management features implemented by clueless idiots.
My company switched from PagerDuty to SNOW for our paging system and I fucking hate it. God do I hate that rancid shit that was plopped onto my fucking phone. Fuck you, Service Now, for your shitty Agent app and your shitty on-call UI that takes like 50 seconds to load.