So here’s a a pitch on Service-now.com for the uninitiated. This is most certainly not the best, most comprehensive or only angle to consider, but I tried to touch on many of the aspects that local business in South Africa are concerned with and areas that I believe need real consideration.
As Marutech we have a few great products that enables you to offer better IT services while cutting costs and Service-now.com (SNC) is our flagship product that is taking the world by storm. SNC has in fact shown exponential growth over the past 5 years – reaching the $50m revenue mark even quicker than Salesforce.com.
Service-now.com is a comprehensive IT Service Management (ITSM) solution and more. In fact, it’s been seen more and more as an ERP for IT due to all the great features that are being added such as Project and Portfolio Management, Sale Force Automation, Runbook Automation, Development Lifecyle Management, etc. – far more than a just an ITSM solution. It competes directly with your current Remedy, HP Service-Manager, CA Service Desk or Frontrange HEAT solutions. The great advantage of this solution is
that it was developed purely as an internet based service (i.e. Software-as-a-Service or SaaS) and is thus an off-balance sheet solution to which you subscribe on an annual basis rather than having to purchase licenses and hardware which you have to then maintain yourself. The fact that it’s web2.0 type design allows you to access it from anywhere and at any time using virtually any browser (including smart-phones) is just an added bonus and adds great value to all your IT users.
Service-now.com has been replacing legacy systems worldwide at an astonishing rate (see attached competitive snapshot) because people are after solutions that are simpler, easier and best practice aligned – solutions that offer similar or better features, flexibility, customizability and benefits that legacy vendors just can’t match. The amount of time and resources required to maintain or enhance existing legacy systems is costing more than what the systems [sometimes] seem to be worth, hence, the advantage of using a robust solution to which you simply subscribe.
I encourage you to review this solution before renewing maintenance or spending more time and effort on your current system.
Service-now.com currently offers eleven Pink Elephant verified ITIL (v3) modules (i.e. Incident, Change, Problem, etc) and a whole bunch more – all inclusive of the subscription. 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.
Probably the biggest differentiator to legacy solutions is the reduced effort (resources and time) to get the system going, aligned to business requirements and keeping it running. The intuitive interface and ease of use means that customers are sometimes up and running and fully functional in a matter of weeks rather than months (or even years). Service-now.com manages all hardware and software components so the effort, resources and risk of managing the systems, upgrades, etc yourself are all taken away. As an example of the value of a great architecture, Service-now.com did the last upgrade of over 1500 instances (spring release) in under 2 days – with zero failures. Service-now.com has been going since 2004, they releases 4 upgrades a year and continue to add great new features with virtually every upgrade.
Some of the world’s largest and most famous organizations are using Service-now.com including Facebook, New York Stock Exchange, Google, PWC, Hyatt Corporation, Pepsi, VeriSign, Myspace, Best Buy, Deutsche Bank, Juniper, Cisco… the list just goes on. In 5 years, Service-now.com have gained over 490 customers globally and are currently signing up between 5 and 10 new customers every week – this says a huge amount about the success of the product and the need out there for a fresh approach.
The pricing model couldn’t be simpler. Pricing is based on a subscription per process-user per year. (specifically process users – self-service users and people simply logging or monitoring their requests are at no cost). The only ‘other’ component that is priced separately is the discovery option which requires the installation of a ‘probe’ in your environment and which will help with effectively populating the CMDB if you don’t have that info. Discovery option pricing is currently based on the number of servers you have, but this is possibly subject to change in the near future.
The biggest consideration however with regards to cost remains the long-term value and savings achieved in reduced resources needed to maintain, develop and support the system. This is where most organizations really see huge benefits.
To wrap up…
If you have more time to explore this, I’d encourage you to visit the website: www.service-now.com. You could even go as far as getting your helpdesk manager or team to test the look and feel of the solution on the global demo instance (but be aware that others may also be playing around on it so you might find some funnies appearing. This instance is reset one a day at 12:00 SA Time back to defaults.)
If this sounds good – you’d be right. It’s a great product and Service-now.com are a great vendor to work with.
If you have any queries – please feel free to contact us on +2711 287 1501.