I think they hit the point where they already have so many big enterprise customers that they can afford allow their marketing to be abysmal and just work on features for their current customers. New clients will come through exec referrals

Ticketing system, at least my former company used it for internal IT tickets, from time bank and HR processes to IT machine swaps and etc

Some also use it for external requests and reports... I think the Discord compromise was by bribing one of the employees with access to their ServiceNow instance

HTTP is good. Using HTTP as a common transport layer makes a lot of sense to me. Network effects and momentum and all that. There's clear tangible upside to using HTTP.

But the RESTful API model bought us nothing. It didn't make systems easier to understand or develop. We wanted RPC. Just do RPC.