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Google is going ‘all in’ on AI. It’s part of a troubling trend in big tech
(theconversation.com)
this post was submitted on 29 May 2025
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the fuck does service now even need AI for?
I hate any company I work for that uses ServiceNow. And now it's getting worse??
“Bad” is SN’s claim to fame. Everybody hates it. Apparently, the worse they make it, the more companies will throw money at them.
You might be joking but I honestly think that's the case. It's wild to me. I've worked for Fortune 500 companies using SNOW and everybody hated it and regularly voiced complaints and issues and yet the company refused to change. Started doing shit like releasing more training docs on how to use it or doing brown bag lunches on SNOW effectiveness.
But ultimately none of that mattered, it is just inherently garbage.
Well one of the big problems with it is it's never properly configured. One of the most annoying things that it does is that it generates tasks only when previous tasks are closed, in theory that makes sense but really the result is that you close a task, and then you have to go looking in the ticket queue for the new task it's just generated, so you can close that one too. Total waste of time.
I guess that makes some sense, I loathe Jira but I think it's largely because everywhere I've worked that uses Jira has poorly customized it and just ruined the experience.
I think the biggest problem, is anytime you try and create a universal, low/no-code platform that anyone can use, it results in a poorly optimized, sandboxed, half cocked product. Sure, you can do anything with the platform, but half the time it's like shoving a square peg in a round hole. I have had to write bad code and processes because that is the only way to get somethings done in the platform.
Also, if I go out and custom create an app, like say I create a fully loaded app for HR, and it's similar to a product they sell, they will charge you for that product.
Need? None. There are certainly areas that "ai" tools excel at but what I saw was a company literally forcing it into every aspect of the system. Every single booth at the conference, regardless of the topic, made a point to talk about agentic AI. It was my first time there and I left feeling like I got screwed, because I missed out on quality content that I could use in lieu of AI that I'll never use.
If I were I prospective customer, I'd be looking at other solutions for sure.
It already has script automation and has had for years so I'm not sure what AI is going to bring to the table.
It actually makes a lot of sense. AI is a good use case for case management. The problem is how much you depend on it without human intervention, but even humans fuck up, especially if they’re following the same rules and processes that the AI tool would. The AI tool just gets through cases faster, so in theory you can sus out root causes sooner.