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Comment by rock115 | Hacker News Reader

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rock115·

Customization is key. Have anyone worked with ServiceNow before? What's the most interesting use case you've seen?

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The CERN one is a classic. 4000+ apps for managing everything from vacation requests to particle accelerator access

https://indico.cern.ch/event/587955/contributions/2937853/at...

I have, as a user, when I was living a previous life at different big banks (where I either scheduled deployments and downtimes, requested access to some restricted systems or created IT support tickets through Snow). I hated it more than Jira - it wasn't slow, just confusing, random, cryptic, and non-sensical.

And looking at the screenshots from the article, it looked nothing like that. Like a totally different application. I guess the banks have over customized it? (Though interestingly the Snow instances looked very similar to each other at all places where I used it)

My companies looks similarish to the recent screenshot, but it is a hellscape of a billion options and poor search functionality. To the extent I just need to ask a person the right link or tree search whenever I need to actually use it.

I don't envy developers who need to work on this, but IMO the best systems I have worked with have a very shallow tree and then a "human will work out the appropriate team to route to".

> a hellscape of a billion options and poor search functionality. To the extent I just need to ask a person the right link or tree search whenever I need to actually use it.

I did some development work for a customer a couple of years ago: I had to take screenshots and bookmaks to even have a chance of finding something a second time!

Once I got to the built-in code editor for the right script it was fine though, I had no trouble with their programming docs.

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