Developers and Admins may not like it because its development with bumpers for kids. End users dislike it because of the developers and admins. There may be some worth looking in the mirror to be had before you point the finger at a software platform for short comings within the organization.
What about not liking it because they have a bad data model with insufficient validation leading to silent data loss and various cases where you can create a record you don’t have permission to use? Or not having decent full-text search in 2023? Or needing ~10-15MB of JavaScript to simply load?
I agree that enterprise IT departments make it worse but it wasn’t like it was starting from a position of good unless you recently emerged from cryosleep and haven’t updated your views on software engineering since 1993.
I find it hard to believe this grotesque abomination is the state of the art in IT management.
ServiceNow is big because everybody involved is incentivized to help make it big.
And FWIW, at my very very large company, it isn't even in the top 5 of shitty systems I have to deal with. ServiceNow at least works.
There are many that are better at one one or two specific functions, sure. But none that have all the added features a large mature org would need.
As a current ServiceNow developer for a F500 company, this is so true. Developing is frustrating since they strive for low/no code. They only started allowing ECMA6 like last year and it's still extremely limited.