In a nutt-shell, ServiceNow is a comprehensive IT Service Management (ITSM) system, but it has also been seen as an Enterprise Resource Planning (ERP) tool for IT due to all the great features, such as Project and Portfolio Management, Sales Force Automation, Runbook Automation, Development Lifecycle Management, Content Management, Service Catalogs, Social IT etc.
Why a Cloud based ITSM?
ServiceNow is built to be a productivity tool for all types of business users including the CTO, service desk staff, application developers, IT finance, IT operations and business people. ServiceNow is built under the paradigms of PaaS, SaaS and Cloud; resulting in a system which delivers a quick value with a very low Total Cost of Ownership (TCO). Cloud delivery, painless upgrades and point-and-click configuration removes traditional technology limitations and allows you to spend more time on things that help your business grow.
Core Functionality
Service-now.com currently offers several Pink Elephant verified ITIL (v3) modules (i.e. Incident, Change, Problem, etc) and a whole bunch more. You can choose to enable each functional area as your organization matures and needs arise to utilize additional processes.
Architectural (default) features that most can’t afford in legacy systems include full disaster recovery, 3-5 different instances (depending on your size) so that you can separate your development and test platforms from production, numerous integrations and a high level of security and even encryption of the data if required.
What Service Now Does?
- Service Desk
- Change
- CMDB
- Incident and Problem
- Service Level
- Service Portfolio
- Service Catalog and Request
- Social IT: Chat and Live
- IT Operations Team
- Asset
- Change
- CMDB
- Discovery
- Project and Portfolio
- Release and SDLC
- Runbook Automation
- CTO
- Governance
- IT Cost
- Project and Portfolio
- Service Portfolio
- Business Users
- Content Management
- System Service Catalog and Request
- IT Finance
- Asset
- Discovery
- IT Cost
- Industry
- Financial Services
- Healthcare and Life Sciences
- High Tech
- Higher Education
- Public Sector
- Application
- Dev Team
- Platform as a Service
- Content Management System
- Project and Portfolio
- Release and SDLC
Conclusion: Transparency Leads to Trust
Every IT interaction with your business user is an assessment of how well you're supporting their business. Yet for many IT organizations, providing visibility into service level is not only a frightening concept, it is virtually impossible because data comes from so many disparate systems. When problems do occur, your users already know. If you can't provide information showing that you understand the problem, you can't earn their trust.
With ServiceNow your IT operations become more transparent and let you convey the value of IT in business terms.
RE: http://www.servicenow.com/solutions.do, http://marutech.wordpress.com/2010/09/21/what-is-service-now/
What do you think the chances of integrating Service Now are, if your organization already has an expensive solution in place?
ReplyDeleteModule by module to fill the gaps the original solution does not provide - or - by replacing one solution for another if the TCO proves to be higher in the long run?
In ITSM market, the SaaS (Software as a Service) model has dramatically changed the rules of cost battle by reducing ongoing maintenance costs, infrastructure costs and resource costs. So, if you have a very expensive ITSM solution in place then most probably it would not be a SaaS based solution.
DeleteIn my opinion to keep the TCO as low as possible, the best bet would be to replace your legacy ITSM tool with ServiceNow as quickly as possible, but in that case you have to have a really good strategy in place for adaptation of the new solution (ServiceNow). Because, new ITSM tools like ServiceNow can have a straight impact on the culture of the organization.