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.

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.

Nah mate, SN has no correct way to use it. The interface is fucking horrible. It's a black hole of information. The search is a stack - if you want to remove a query at the bottom of the stack, you have to remove all the queries, then add them back one at a time. I've lost edits to tickets because I dared to have two tabs open at the same time. I've seen edits to ONE ticket end up on ANOTHER, again, because of having two tabs open.

No killer feature can redeem it when the basic workflow is hot dogshit.

When you say search is a stack, do you mean filters? If so, you can just click the > in the breadcrumb to remove the single element after it leaving the rest of the query.

Well that does work, so thank you for that. But I still maintain that's crazy unintuitive. If I saw that option in a context menu at least it would be self-explanatory. But the feature as-is would only ever be known if you hovered over a single character and read the tooltip.

Fair, it could be more intuitive. IMO stuff like that is why a good trainer is important. FWIW I've worked with ServiceNow for a long time, and am a big fan of it.

IMO stuff like that is why a good trainer is important.

IMO it's stronger evidence that proper user-centered design should be done and a usable and intuitive UX and set of APIs developed. But because the buyer of this heap of shit is some C-level, there is no incentive to actually make it usable for the unfortunate peons who are forced to interact with it. See also SFDC and every ERP solution in existence.