ServiceNow Now Platform

ITSM is straight forward creation of Incidents and Requests. It can get more confusing as you layer more modules on top of it with event management, risk, project, etc. It also becomes more costly as everything is a different license. Integration between other external applications is very easy to do with their API. You can easily create endpoints for external apps to talk to or create REST messages for the platform to reach out directly.

The ServiceNow Now Platform is suitable for large organizations that can provide sufficient human and hardware resources to implement, configure and support the platform. For small organizations, the effort to implement and support the platform will probably force them to pay attention to the offers of other suppliers.
Safety considerations may also influence decision making

Anywhere that you need a ticketing system to track incidents, change, problem and work tickets. It also excels for asset and the service catalog. It also has the ability to create custom applications where you need something special or making ticket data available to only specific users.

I think ServiceNow Now Platform is well suited for almost all scenarios, its customization capabilities, ability to create new applications, integrate with other applications make it well suited for any medium to large scale project or company. The only time i would not reccomend ServiceNow Now Platform is if i felt it was too much product and a smaller company or project had a more limited scope of work or limited budget they were working with.

Using it in the application support team is worth it as it is capable of carrying a lot of information. But using it for a Service Desk operation might not be of much use as it won't be used up to its full potential and will be costly as compared to other alternatives available in the market.