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.
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.
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.
Great features poorly implemented. It’s incredibly easy to make poorly optimized forms that basically end up DDoSing itself.
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.