Powerful platform but high administrative overhead
Use Cases and Deployment Scope
ServiceNow IT is a very robust platform with extensive capabilities for any organization. It offers a wide range of features that can cover almost every business need; However the user experience is hindered by its complexity. Many configurations that should be automated or "plug-and-play" are actually quite manual and require specialized knowledge. This complexity creates a steep learning curve for the team and increases the administrative overhead. While the platform's potential is high, the daily effort required to maintain and customize it makes it less agile than expected, the process is not very intuitive. As summary; It is powerful, but the administrative effort is higher than I expected.
Pros
- CMDB as Single source of truth
- Automated change management
- SNOW Service Portal
- AI assistance
Cons
- manual setup, requires sometimes intensive work.
- Data management, complex, tool becomes slow performing over the time.
- Upgrade changes, minor customizations.
Likelihood to Recommend
From a Project Management perspective, ServiceNow is a robust platform with market-leading features. I particularly value the CMDB’s ability to provide a "Single Source of Truth" and the automated Change Management which reduces production risks. However, I rated it a 6 because the "manual debt" is still too high. It is required advanced technical expertize for even basic inputs or setups so the tool is not really agile and changes in the tool are also complex to implement.
