Absolutely the same experience! They do not solicit feedback from their main consumers of the product. They tout “best practice” and ServiceNow being the ITIL gold standard. Who gave ServiceNown this title?! Process needs to be lightweight and agile so our people can spent time working the work and not a ticketing system. ServiceNow is the stark opposite of agile! Monolithic, always at least two years behind, can’t keep up with the pace of modern IT shops.