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.
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.
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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.