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Your comment makes me understand the product even less. So it’s SaaS where you have to develop it yourself? What exactly is the company providing? Why do its customers simultaneously want to outsource this to a vendor and then spend resources customizing it down to the level of “basic CRUD operations work” and “the user sees a search field”?

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ServiceNow is a platform-as-a-service (PaaS), not a SaaS, that allows development of new products on top of it.

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.

You don't develop it, you develop on it. SN provides the underlying software, implementations, hosting, upgrades, etc. Salesforce is another example of this.

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