What do you like best?
I really enjoy the rest apis. I've used these to export data into python and create customized reports.
I also enjoy ticket templating, it makes it very easy to create new tickets quickly.
The mobile app is great for reviewing open tickets on the go.
What do you dislike?
Reporting in the tool is pretty good, but difficult to figure out how to connect across tables. The schema is difficult to understand, and it's hard to leverage data without having too much behind the scenes actions.
Project management is a little clumsy, but it gets the job done. I think we as a culture have difficulty with Agile development, so this could be more about our culture than about the way ServiceNow implements projects.
Recommendations to others considering the product
If you have specific reporting requirements, I highly recommend the APIs. The reporting within the tool is robust, but won't always give you the data exactly as you'd like.
What business problems are you solving with the product? What benefits have you realized?
Service ticketing is the primary use case for my team. We manage all technological requests, including hardware, software and training in ServiceNow. We also manage projects, and assign cost allocation to figure out where employee time goes. Additionally, we've used it as a solution repository by leveraging the Knowledge Base.
Having the data, even if having to export it via API, is useful to analyze ticket trends. I've implemented a few changes based on clusters of tickets.