Re:ServiceNow acquires Lightstep
by nonameiguess on Monday May 10, 2021 @02:08PM
(#27108969)
I'm not at all a fan of ServiceNow, but it's primary use is for huge organizations, up to and including entire government departments with hundreds of distinct contractors and client agencies. There is no practical way to use Slack bots to manage ticketing and work tracking when you have tens of thousands of users and Slack is not approved for any kind of controlled data (PII, PHI, CUI, Classified, Proprietary) and doesn't offer a self-hosted version.
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We use Jira for developer work tracking. And use bots and humans to avoid developers ever having to visit ServiceNow during incidents and post mortems.
service now has horrible defaults. access is so restricted you can’t see anyone’s name and no one can see your ticket but you. you can submit something and have it not move and have no idea who to talk to. then your communication tools become part of the service now workflow
You need a "pizza sized" implementation team to deploy a useful servicenow instance into a moderately large organization (+1000 FTE).
If your org is not that large or if it can't allocate a semi dedicated team, other products will probably have better defaults.
And the list continues: Emails are displayed in full as comments, creating a hopeless high amount of noise.
Licensing cost seems to be way worse, creating a situation where users can only see their own tickets and not those of co-workers.
Perhaps this is due to compliance. In enterprise space, what you describe is a feature.