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We've been using service now for around 3 years. I'm usually one that's pushing us to adapt and stay up to date on new tech, apps, etc. In this instance, I'm still wishing we had the Remedy app we used 10 years ago. It had its weaknesses, but it did everything I needed it to do with minimal downtime. We used web based Remedy after that and it was a massive step backwards. Service Now does more than either versions of Remedy but it's mostly stuff I don't care about while it made everything else require more clicks or is just generally slower at everything. The dashboards are nice, but it was way easier and faster to pull reports in Remedy.
It doesn't help that our organization hasn't followed the ITIL standards they claim to support and can't decide when to use an incident and when to use a case. So we have some groups that will only respond to one or the other and we're left to guess or learn what they want to use.
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