Comment by riehwvfbk
4 months ago
What's interesting is that Frank Slootman touts this transformation as a huge success in his book and talks at length about his conflict with Fred Luddy (who originally authored the simple ticketing incarnation of the ServiceNow monsterblob). The focus on keeping things simple is highlighted as an example of nerds' nearsighted thinking.
I'm sure it's a huge success for the few earning the profits from ServiceNow.
Like any SaaS, the more feature boxes you check, the more potential customers you can "satisfy". And the worse the UX gets for the average user (which then gets driven to purchasing more support).
Great for business (the few), terrible for users (the many). No contradiction there.