The people who implement ServiceNow are usually, to put it mildly, idiots. It's usually combined with a religious conversion to some spin of ITIL, which is almost always by default implemented to facilitate a lowest common denominator operational outsourcing engagement.

The nasty forms are always a result of internal politics and bad governance. One client that I worked with had 8 different ways to represent a physical location. Each operational director in the organization had a unique system, and nobody mapped them.

If you put a real development team on the platform and the leadership gets it, it's an amazing tool.