Pros
1. People are very talented. 2. Highly enthusiastic people.
Cons
1. Apps teams are bugged heavily by customers, always one is in confusion on what to work on between development vs customer ticket. 2. Apps teams, especially managers should come out of the fantasy that world = service now 3. Apps teams are Bound by Platform which is using a technology that is outdated not today but a decade ago. 4. Platform offers a single hammer to solve all the problems (Some solutions offered by the platform are very illogical, it is very obvious to make you laugh). 5. If one customer comes with a request rate of several Thousand ~ millions of requests / minute, mark that is the end day for them to use Service Now. 6. Platform doesn't scale beyond a certain point, as it is bound to MySQL and heavy XML parsing.