Adam, I listened to this intently and I think the answers given in the Q&A were very poor. I continually hear this attitude of ‘we don’t want to see...’ - however, your customers can do whatever they want and your preference is irrelevant. If your users are doing something you dislike, it suggests the tool is flawed. So, fix the tool. Furthermore, again there is this bizarre belief that everyone wants to use a dashboard. They don’t. ServiceNow would like that to be the case as it generates licences, however this isn’t how real business operates. Some people just want a number. Nothing fancy. It really is that simple, Adam. The questioner made an excellent point regarding monthly managerial reporting. Executives are not going to use a dashboard. They want information placed into papers which are then reviewed at board meetings. ServiceNow is horrific at meeting that very simple, very common ‘use case’. Instead, the data has to be exported into a more agile toolset - such as Excel/PowerPoint - however, that always draws your ire, Adam. So, again, fix the tool. It is very frustrating that, in practice, you need to be a pseudo developer / programmer to make PA work. It is so time consuming and in reality - no one has that time, and THAT is why everyone just esports the data into Excel to do what they need to do. I get it Adam, you’re a techie - but you need to recognise that PA isn’t fit for use.
Adam,
I listened to this intently and I think the answers given in the Q&A were very poor. I continually hear this attitude of ‘we don’t want to see...’ - however, your customers can do whatever they want and your preference is irrelevant. If your users are doing something you dislike, it suggests the tool is flawed. So, fix the tool.
Furthermore, again there is this bizarre belief that everyone wants to use a dashboard. They don’t. ServiceNow would like that to be the case as it generates licences, however this isn’t how real business operates. Some people just want a number. Nothing fancy. It really is that simple, Adam.
The questioner made an excellent point regarding monthly managerial reporting. Executives are not going to use a dashboard. They want information placed into papers which are then reviewed at board meetings. ServiceNow is horrific at meeting that very simple, very common ‘use case’. Instead, the data has to be exported into a more agile toolset - such as Excel/PowerPoint - however, that always draws your ire, Adam. So, again, fix the tool.
It is very frustrating that, in practice, you need to be a pseudo developer / programmer to make PA work. It is so time consuming and in reality - no one has that time, and THAT is why everyone just esports the data into Excel to do what they need to do. I get it Adam, you’re a techie - but you need to recognise that PA isn’t fit for use.