We have gone through a few different ticketing systems in the past, including Remedy, and a few internal developed tools before going to Service Now, and it seems it came to stay.
The wide range of functionalities that the application provides, including requests, incidents, time tracking, projects, Production Migrations, Software and Hardware Tracking is really helpful when trying to centralize these things for large organizations.
It provides some reporting capabilities that are not the easier ones to use but with the proper training will also help a lot to keep track of how your teams are doing.
In order to centralize documentation, it offers a Knowledge Base section that allows each Service or Application within the company to share their Manuals, Job Aids, or any kind of information related to their service , which makes it really easy to refer people to them.
The way that integrates with several other platforms, including HR tools makes it simple to implement on large organization and most likely reduce the maintenance hours spent on it.
The way that Requests and Incidents are differentiated doesn't seem to be as obvious for every department as it may look to more technical areas, and that in some cases cause confusion.
On the other hand, the reporting capabilities look nice, but it gets difficult to get to the kind of reporting you are trying to get to due to, so an easier Reporting functionality will definitely be a plus
keeps users out of emails and allows all items to be tracked in a single place, with a standard set of properties we care about.
This helps quantify work, estimate deadlines and avoid informal requests and workloads that are usually difficult to measure and demonstrate