ServiceNow is so terrible I genuinely wonder how it is ever deployed anywhere. Seriously, do the purchasers never look at it? Is there no product demo at all during the purchase process? Do the sales people actively hide it or something?
I just spent a minute poking at it: my dashboard page didn't load, then it told me there are no open tickets in the system, then clicking on a different ticket number to open it didn't do anything, and then the server stopped responding. (Edit: it took 48 seconds to load the ticket.)
They also have a little stopwatch button on some pages that pops up a "Browser Response Time" window that tries to put the blame for slow page load times on the user's browser. Weird, wonder why they need that...
> Now Assist offers real-time guidance and support for users seeking help with Virtual Agent. This feature’s generative AI skills blah blah blah
Ok...? There is no input box to interact with "Now Assist" or the "Virtual Agent", it's just like a marketing blurb for some other feature.
Like all SaaS in-house implementations, this is entirely on how your company's ServiceNow developers.
I've worked on multiple SNOW implementations and things can go really bad when you go crazy with the customizations.
At its core, there is a workflow management engine that third parties can use to implement their own, stateful, process centric products and services.
We have ServiceNow proper (the CRM) and a completely unrelated to CRM third party product that we have purchased and which is implemented on the ServiceNow platform. Both have nothing to do with each other and are used by different business users.
Yes, many other sites also break this navigation, but SN takes it to a whole other level.
Want to open and edit multiple records in different tabs? You're a braver soul than I. Better also double check what record you go back to when you click Update. Which is of course different to when you right click and choose Save.
What comes after UI16 for user interface design? Well, UIB, of course. UI16 still looks straight out of 2016.
It still didn't make sense why an enhancement request and a fix request couldn't be moved between queues. Or why I received three (at least) emails when an issue was closed.
When I first saw ServiceNow, I was impressed - because my point of comparison (I worked for a university at the time) was BMC Remedy, which was terrible. And some years later I did some consulting for a major bank which was using some 3270-based IBM solution (Tivoli something… I believe it has finally been discontinued) and ServiceNow is light years ahead of that too.