I have developed stuff on top of their platform. Worst experience I ever had.

Yikes. Scary to see this in the wild as one of my customers is moving to it and we'll likely be layering custom solutions on top of it...

Sorry to hear. Don't bill on a project basis, bill on a hourly basis or daily basis for custom solutions, and it might make sense to bring on outside expertise because there are quite a few footguns. Either way there will be a learning experience.

People make a lot of money doing that

Honestly in this case I'd rather make less, and not work with servicenow :/

ServiceNow has quite a miserable user experience, but I guess their enterprise sales game is strong. They’re selling to C-levels, not us peons who actually use it.

I’d disagree. All ticketing systems suck. The pretty ones are only pretty when they are simple one function affairs.

ServiceNow sucks less than their competitors and dominates the market as a result. If you think it’s bad, Remedy or whatever the HP product was called was exponentially worse.

I don't even want to think about an HP ticketing system.