ServiceNow ITSM remains the industry gold standard for enterprise service management. From an architectural standpoint, the platform's ability to unify disparate business processes onto a single data model (CMDB) is its greatest strength. While the initial setup requires significant strategic planning and governance, the long-term ROI in terms of automation and visibility is unmatched. It's more than a ticketing tool; it's an operating system for the modern enterprise.

It's terrible and the redirect is bad. i make an update on a separate CHG ticket and it redirects to the previous one i was working on yesterday. The CTASKS required and various requirements to move to the next stage is not clear and reverting is not clearly specified which leads to bureacratic blockages to deployments