this post was submitted on 08 May 2025
57 points (96.7% liked)
Technology
72745 readers
1452 users here now
This is a most excellent place for technology news and articles.
Our Rules
- Follow the lemmy.world rules.
- Only tech related news or articles.
- Be excellent to each other!
- Mod approved content bots can post up to 10 articles per day.
- Threads asking for personal tech support may be deleted.
- Politics threads may be removed.
- No memes allowed as posts, OK to post as comments.
- Only approved bots from the list below, this includes using AI responses and summaries. To ask if your bot can be added please contact a mod.
- Check for duplicates before posting, duplicates may be removed
- Accounts 7 days and younger will have their posts automatically removed.
Approved Bots
founded 2 years ago
MODERATORS
you are viewing a single comment's thread
view the rest of the comments
view the rest of the comments
ServiceNow, for one, is a platform as a service that handles trouble tickets, CMDB, and some general automation. Most people at my company that use it really hate it but management busts a nut over things like this.
ServiceNow is very much aimed at the managers. It's good at reporting metrics like SLAs, ticket counts and anything else management dreams up to track metrics on. The interface for analysts putting data into it is slimy shit on toast. I swear, one of the questions I plan to ask, the next time I'm interviewing for a job is, "what do you use for security case management". If the answer is "ServiceNow" or "ServiceNow Security Incident Response (SIR)", that's going to be a mark against that company. The only thing worse than ServiceNow ITSM is ServiceNow SIR. It's all the terrible design of ITSM, but with basic security case management features implemented by clueless idiots.
My company switched from PagerDuty to SNOW for our paging system and I fucking hate it. God do I hate that rancid shit that was plopped onto my fucking phone. Fuck you, Service Now, for your shitty Agent app and your shitty on-call UI that takes like 50 seconds to load.
From what I heard if you use it right, it has some great features. It seems it hasn't been implemented correctly at your company.
Nah mate, SN has no correct way to use it. The interface is fucking horrible. It's a black hole of information. The search is a stack - if you want to remove a query at the bottom of the stack, you have to remove all the queries, then add them back one at a time. I've lost edits to tickets because I dared to have two tabs open at the same time. I've seen edits to ONE ticket end up on ANOTHER, again, because of having two tabs open.
No killer feature can redeem it when the basic workflow is hot dogshit.
When you say search is a stack, do you mean filters? If so, you can just click the > in the breadcrumb to remove the single element after it leaving the rest of the query.
Well that does work, so thank you for that. But I still maintain that's crazy unintuitive. If I saw that option in a context menu at least it would be self-explanatory. But the feature as-is would only ever be known if you hovered over a single character and read the tooltip.
Fair, it could be more intuitive. IMO stuff like that is why a good trainer is important. FWIW I've worked with ServiceNow for a long time, and am a big fan of it.
Much like programming itself, where if you have to write tons of comments to explain what you're doing and why, your code is the problem and should be rewritten to be more legible. If you need a training seminar on how to use the program, the program maybe isn't very usable lol.
Great features poorly implemented. It's incredibly easy to make poorly optimized forms that basically end up DDoSing itself.