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ServiceNow is a fairly correct embodiment of ITIL principles. And ITIL is shit, based on the false assumption that IT service is a cost center and conservation of service-staff resource always takes precedence over productivity and customer satisfaction.
Its internal model of IT services and how they relate to business functions is also defective and unmaintainable.
I have. I quit after it was decided our department should migrate to it. Half a year later I heard everything is on fire and the SNow migration was paused indefinitely.
SNOW is a beast of a platform that requires a team of skilled engineers to set up properly. 90% of companies don’t hire those engineers and then do a surprisedPikachu.jpg when everything’s on fire.
But I did work at a company that had those engineers once, and I’m still in awe at how excellent that system can be.
Yeah, we didn’t have those… We had one guy with prior experience of working in SNow on our team, none on the implementers’ team. He called the chaos and boy was he right. For reference, it was a company with 1000 people which were supposed to get SNow since the parent company wanted it (in total 20k people IIRC across all subsidiaries). No one thought to think that an agile software house required quite a lot of changes to the SNow setup to fit in together with all the old-school waterfall people it was designed for.
And here I thought Jira couldn’t possibly be worse than it already was.
ever had to use servicenow?
ServiceNow is a fairly correct embodiment of ITIL principles. And ITIL is shit, based on the false assumption that IT service is a cost center and conservation of service-staff resource always takes precedence over productivity and customer satisfaction.
Its internal model of IT services and how they relate to business functions is also defective and unmaintainable.
I have. I quit after it was decided our department should migrate to it. Half a year later I heard everything is on fire and the SNow migration was paused indefinitely.
SNOW is a beast of a platform that requires a team of skilled engineers to set up properly. 90% of companies don’t hire those engineers and then do a surprisedPikachu.jpg when everything’s on fire.
But I did work at a company that had those engineers once, and I’m still in awe at how excellent that system can be.
Yeah, we didn’t have those… We had one guy with prior experience of working in SNow on our team, none on the implementers’ team. He called the chaos and boy was he right. For reference, it was a company with 1000 people which were supposed to get SNow since the parent company wanted it (in total 20k people IIRC across all subsidiaries). No one thought to think that an agile software house required quite a lot of changes to the SNow setup to fit in together with all the old-school waterfall people it was designed for.