One of the key areas important to me is the reporting side. The dashboard interface is limited functionally and is not very user friendly or particularly intuitive so that, for example, if you want to combine or correlate incidents with relevant changes for a report, it's not easily done and makes reporting difficult. It's a gap in the solution. What I do now is take the data from ServiceNow and put it in Power BI for visualizing and for combining data analysis because ServiceNow doesn't give me that option. Also, the performance on the test boarding in my view is quite slow - every time that you change something in the automatic report, your interaction in building the dashboards is really horrible.

For additional features, I think we are now implementing our own chat bot, so they should do a lot more on visualization. I would prefer to have a really nice interface into Power BI if their test board is not up to it. 

ServiceNow needs to invest more in integration. That's the only thing. It could always extend its portfolio a little bit. It doesn't have to extend too far. In some other areas, like enterprise architecture, they already have the tools for it.

Import of really big project (hundreds of tasks) done in MSProject, we face some problems with dependencies and subtasks. 

Also, currently the 'percent complete' field is purely duration-based, therefore the presence of parallel workstreams limits the usefulness of that metric, since the amount of work being performed every day could be widely varying. An useful metric to be developed would be a 'percent work complete', such as the one available by default in Microsoft Project.

I would like to see some artificial intelligence incorporated into the management functions.

The initial setup is complex and should be simplified.

It could be more user-friendly.

ServiceNow IT Business Management could improve by adding better artificial intelligence.