Pros
Good Sale strategy, and blitzed the ITSM Market, but the Product does not live up to the hype.
Cons
The Product is very old school in look at feel, like all the other products currently available, I see no new innovation or paradigm shift. Looks very similar to HP Service Manager, and carries some of the same terminology and functional baselines. The application navigation is not user friendly and a lot of scrolling is required for an Administrator. Too many quickly developed application that have no better look and feel than a well-designed Access database and associated forms (30 years ago). Most of the Guys have come from HP and BMC (Remedy) and continue to provide the look and feel of these old school ITSM Products and it is evident when you are introduced to Snow for the first time. Software Development Lifecycle already peaked, Customer tipping point 5 years (Top heavy design and poor long term SaaS model). Customers allowed too many customization options and this will become a long term burden on seamless upgradeability.