Apparently we're going all-in on this within our organization next year.

Anyone have any recommended reads or training? Feelings on if it's a POS?

12/20/2018 4:29:45 PM

our org went from remedy to this in jan last year. I use it everyday. All functions use it now for just about for all workflow management.

My only complaint now is management can run reports INSTANTLY and be in your kitchen. So i figured out how to build my own reports and be on my team before that happens. Reporting is huge and should know how to create your own filters and build your own reports.

12/21/2018 5:59:10 AM

complete shit. no api. its basically the salesforce of ops. 4554390985 pieces of shit, jammed together shittily.

12/21/2018 8:32:04 AM

Hate it

12/21/2018 4:00:46 PM

It is the most bloated piece of software I've ever used

12/21/2018 5:14:16 PM

It's a platform tho...not just a piece of software.

12/21/2018 8:22:42 PM

Quote :

"4554390985 pieces of shit, jammed together shittily."

12/21/2018 8:51:19 PM

you'll eventually get tired of saying Service Now

and start calling it SNOW

then you'll start slipping up and just calling it SLOW

12/22/2018 5:32:34 AM

I get annoyed at people that call it SNOW (too many damn acronyms) .

Also, yes, it is obnoxious crap. Tries to be everything for everyone like so many "enterprise" solutions but doesn't really do any of the things we need it for well. My biggest complaint is having to wade through a ton of stuff just to get some decent reports/graphs going and the lack of any sort of formatting in ticket fields. No excuse for an application in the 21st century to not support even a basic WSYWIG input field. My team mainly uses it for production support tickets and we would probably have better traceability and reporting if we could just use Jira.

12/24/2018 9:17:24 PM

Jira using LDAP or SAML yet? thought every user still has to create an "account" to use it.

12/26/2018 5:45:02 AM

Jira can use LDAP now

12/26/2018 7:50:37 AM

Jira

Currently we use Jira for dev teams, Wave for project management, and now we're adding Service Now to the mix. Lets be honest, strippers+steak or golf+steaks still get it done with our management

I'd throw it all in a lake for a gitlab install and some ninja PMs instead

12/26/2018 6:30:18 PM

Why don't you like JIRA?

12/26/2018 7:38:39 PM

because orgs don’t let the people configure it that actually need to use it

12/27/2018 10:39:45 AM

^ Even though I like Jira, I can't disagree with this. I was at a start-up company using the full Atlassian suite for a while and I fell in love. But we had tons of access and anything we couldn't do we'd just walk over to the guys that could and they'd make the changes for us right then. I'm back at a more "enterprise" company now, and they've made everything complete garbage...I have to open tickets for the simplest things and then hope some dude 12,000 miles away doesn't screw up the instructions.

Quote :

"Jira using LDAP or SAML yet? thought every user still has to create an "account" to use it."

Pretty sure ours is wired up to LDAP, but shit like that is hidden from me .

[Edited on December 28, 2018 at 10:30 PM. Reason : .]

12/28/2018 10:26:52 PM

^ Ours is wired to LDAP, so that definitely works.

But I knew we were doomed when it took them 12+ months to figure out how to get HTTPS to work.

Jira, the tool, isn't so bad... but they purchased it to track contractors - not get work done. It's been twisted into a reporting tool where we can't work more than an hour or two without filing a ticket, sending it through a process to get it prioritized and tracked and attached to funding, etc.

I mean... wouldn't the world be a better place without most management layers

12/29/2018 8:16:51 PM

How in the fuck did it take 12 months to configure SSL properly?

12/30/2018 9:11:42 AM

^by purchasing the standalone version with no support, then immediately outsourcing all the "improvements" they wanted to make.

All of our servers face nightly audits of security policies (for expired certs, basic stuff, etc). I can only assume they were failing every night, so they moved it to a non-standard port to duck the audits then deployed to production.

It's also unbelievably slow. Incomprehensibly slow. The interface might take 90+ seconds to load in the morning right when everyone needs to put in stuff for their standup. Despite that, it has now been deemed "corporate ready" and we're expanding from about 350 people to ~12K in tandem with adopting Service Now in 2019.

12/30/2018 1:25:04 PM

Holy fuck. I'm so, so sorry

12/30/2018 2:53:51 PM

sounds about right

12/30/2018 4:42:58 PM

It's sad to me that anyone is using SN for anything involving standups.

We have SN for ops workflows and nothing takes 90 seconds, much less more than a few seconds to load...but it is SN hosted, not internal.

I'm far from a fan, but that sounds like a complete garbage implementation vs an indictment of the platform itself.

12/31/2018 1:31:31 AM

So, what you're saying is, I can expect a transition to this at my job in the near future? We were on QC for a while (oh my God, what a pos), then teams started switching to JIRA. For some odd reason, mgmt didn't like jira's reporting, so everyone started having to fucking double-book items in both QC and Jira. Then they stamped out JIRA completely, with a QC "overhaul" by creating a single, company-wide template which became a one-size-fits-none debacle, where they made common drop downs for everyone which didn't match anyone's existing workflows. Oh, and the new template basically locks developers out from being able to make ANY changes to work items, including work statuses. In the meantime, some teams switched over to Rally, which is actually kind of decent in some ways, only the reporting and excel export functionality sucks a big donkey dick and no one knows how to actually enter items properly or update statuses in a same way, so you've got month-long user stories and tasks in some places, and in others you've got requirements specified at the capability level. But, we've had that running decently for the past 6 months, I guess...

And, just last week we got word that everyone is required to switch back to JIRA... but qa will continue to put their test plans and scripts in QC, because why the fuck not.

12/31/2018 11:55:07 PM

^^ we use Jira for Dev teams and Wave for project (cross-org) management. I think the thread got derailed.

^ I'm 98-thousand percent sure every tool we get will be a busted POS by the time it arrives at my level. Management 3-4 levels above me will not fund stuff that helps my level day to day, and twists and manipulates good tools for purposes completely different from the tool. Turn a scrum tool into a reporting tool. Buy off the shelf tools to replicate what 3 teams are doing internally already. Suckle at the teat of multiple consulting companies and wonder why every major project is late, over budget, the deliverables are under performing and quality talent is jumping ship.

1/1/2019 12:34:43 AM

Can anyone recommend a source that will teach me enough to fake it and get a position creating reports?

6/21/2019 3:34:33 PM

insert and stay your management's reports. just modifying them and make them your own.

6/23/2019 1:57:08 PM