As of now, our company doesn't see any area where the solution has any shortcomings. From a documentation point of view, there are certain areas of concern, and improvements are to be made to make the documentation part clearer and crisper.

Its performance is really bad. When you're on the hosted cloud, it gives you the time it takes for a transaction to happen, and it takes anything from 20 seconds to a minute, which is a really long time.

Something that is really annoying in this solution is that when you click on the Back button to go back, you don't go back to the previous screen. You go back all the way to the homepage. It is really annoying and painful. Its UI is also pretty dated.

It is very customizable, but the customization seems to be clunky. We have a separate team that owns the ServiceNow implementation. They control how it is customized. Its customizations are pretty extensive, and it takes us a while to get them done, which is painful. That could be because of our internal team, as opposed to the product itself.

When it comes to DevOps, there are better solutions such as Atlassian and Azure DevOps. ServiceNow DevOps is an ITIL product that is trying to be something else. DevOps is not its prime purpose, even though it is capable of doing that. Trying to be too many things by one platform is not a good idea. They should focus on the ITIL space and not get into all other spaces.

The roles for the ServiceNow administration side could be improved. I think they could be more specific or add the descriptions for the different roles. For example, if I need access for a REST API, they can indicate on a description that these roles are the ones that are for REST API.

The reporting side could also be improved. The performance analytics side can be improved by lowering their price.

From more of a business perspective, the pricing could be better because I have tried to sell the performance analytics side, but it's very expensive, so the company decided not to purchase it.

Pricing is our biggest concern with the solution.