The speaker says ServiceNow implementations commonly lag users’ desired state by six to twelve months.

“So it, it's always kinda running six to twelve months behind where you want it to be. And it's fine if you're building something that's gonna last five, ten years, like a big onboarding flow, and nothing about your business is gonna change, so you can invest all that upfront effort, and then it gets deployed, and it works for a while.”