Agreed; a turd.
It's slow, over-complex, has a sloppy and horrible UI (e.g. If a ticket number has a trailing space - the search fails), the workflow tools are a mess. I can never find anything in it I want, and I'm not alone. Everyone at our organisation who uses it hates it.
If anyone who works at Service Now is reading this, then thanks for adding hours and hours of pointless and soul destroying bureaucracy to my working week, I hope you truly get when you give; and if John Donahoe has accidentally stumbled onto this site, then here's a personal message for him: stop talking sh@t and fix your f@@king product.