Don’t buy ServiceNow for your service desk.
While this statement sounds radical, our experience shows that, often, a CIO or IT director brings ServiceNow into their organization to help manage service desk operations. There may be some consideration about additional IT processes, like change management, but in most cases the imagined usage is limited to base IT service management support operations.
This approach provides a spot solution at best that leaves your organization ripe for technology sprawl and will limit your opportunities to work more efficiently through shared data and integrations. When planning your business case for ServiceNow, look beyond your IT service desk with an enterprise architecture perspective.