ServiceNow does a lot of things right. It allows for a great deal of extending and customizing, and compared to most other SaaS solutions I see in practice it does so very well. You write your custom logic, save it as a Script Include and use Business Rules, UI Actions and Scheduled Jobs to invoke your code. For most use cases the Script Include itself is enough to organize your code. But when the amount of functions needed becomes larger, there comes a point when one Script Include is just not enough too properly organize your code. Scrolling through 1500 lines of code is a pain even when it is properly formatted and well written.
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