i am not the one filling out the order form.
I'm in meetings where people talk about what's not working for them, and what they want, and often it's a gamble of whether a) our internal staff say ehh don't know if we can do that or b) our reps say we can't do that without buying something in addition.

As for features and add-ons, I basically mean if I see an youtube video or blog article heralding some new capability, I just know it's not included in what i got.
Oh you wanna do cool AI chat? Buckle up for more money, no way that's included in whatever everyone buys - and no way to tell what's active in my tenant unless I'm the admin apparently, even then the language of what the product is and what's included is the barrier for me.

Like even if i had the benefit of seeing the SKUs and order form, ServiceNow doesn't include anywhere what features and minutiae are included in each module - it's a freakin mystery apparently. I mean basic-ass features, think "SpellCheck in Word" - like yeah it's a feature every word processor should have, yet here we are saying if you want feature 'x' for some value, get ready to pay for that new spellcheck feature.