ServiceNow, for one, is a platform as a service that handles trouble tickets, CMDB, and some general automation. Most people at my company that use it really hate it but management busts a nut over things like this.
this post was submitted on 08 May 2025
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It's the worst of shite. It has inadequate models for depicting services, so you have do deform your own model of product and service delivery to fit their ill-conceived straitjacket, and its licensing model discourages open sharing of information within the organization. Also, it's all clunky and half-assed, especially its integration points, and the whole monstrosity is based on the antiquated ITIL philosophy that support is a cost center and therefore all support services should be rationed, never mind response times, quality of service or value to the customer. That barely made sense in the time of on-premises data centers but makes little to no sense in a cloud-based environment.
And yes, it collects lots of metrics, but they're all crap.
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.
From what I heard if you use it right, it has some great features. It seems it hasn't been implemented correctly at your company.
Nah mate, SN has no correct way to use it. The interface is fucking horrible. It's a black hole of information. The search is a stack - if you want to remove a query at the bottom of the stack, you have to remove all the queries, then add them back one at a time. I've lost edits to tickets because I dared to have two tabs open at the same time. I've seen edits to ONE ticket end up on ANOTHER, again, because of having two tabs open.
No killer feature can redeem it when the basic workflow is hot dogshit.
When you say search is a stack, do you mean filters? If so, you can just click the > in the breadcrumb to remove the single element after it leaving the rest of the query.
Well that does work, so thank you for that. But I still maintain that's crazy unintuitive. If I saw that option in a context menu at least it would be self-explanatory. But the feature as-is would only ever be known if you hovered over a single character and read the tooltip.
Fair, it could be more intuitive. IMO stuff like that is why a good trainer is important. FWIW I've worked with ServiceNow for a long time, and am a big fan of it.
IMO stuff like that is why a good trainer is important.
IMO it's stronger evidence that proper user-centered design should be done and a usable and intuitive UX and set of APIs developed. But because the buyer of this heap of shit is some C-level, there is no incentive to actually make it usable for the unfortunate peons who are forced to interact with it. See also SFDC and every ERP solution in existence.
Much like programming itself, where if you have to write tons of comments to explain what you're doing and why, your code is the problem and should be rewritten to be more legible. If you need a training seminar on how to use the program, the program maybe isn't very usable lol.
Great features poorly implemented. It's incredibly easy to make poorly optimized forms that basically end up DDoSing itself.
This looks like a fake headline you'd see in the background of a movie
Business Corp Acquires Service Company
Data.World was founded in 2015 and previously raised more than $130 million in venture financing from firms such as Alumni Ventures, Prologis Ventures, and Shasta Ventures, according to Crunchbase.
The terms of the deal weren’t disclosed. Data.World was most recently valued at $350 million in the company’s $50 million Series C round in 2022, per PitchBook.
That's amazing, I hadn't heard of a single one of those names before.
Thank your lucky starts for that.
What does this have to do with Technology? Surely this would fit better under !business@lemmy.world or similar, no?
It's a commonly-used tool for technology management.