Service-now - ITIL as SaaS – a future trend in Suisse Romande?

Supporting more than one hundred thousand IT professionals worldwide, the company has seen exceptional growth since its first customer in 2005.

A leading fortune 100 company in Suisse Romande is embracing SaaS technology for replacing its current HP Service Desk 4 platform with the Service-now On Demand IT Service Management solution.
Having read this, doesn’t it seem somewhat ironic that on-premise software is getting so complex and hard to manage that IT organisations are increasingly relying on SaaS vendors to come in and help them keep on top of it?

Gartner ‘s latest Service Desk Magic Quadrant names as the only visionary software vendor in IT service management in 2009.

Service-now is an American company based in Solana Beach, California, and has subsidiaries in New-York and London. The management formally worked for Peregrine Systems, which owned Remedy (now a part of BMC).

Supporting more than one hundred thousand IT professionals worldwide, the company has seen exceptional growth since its first customer in 2005.

The company has based its SaaS offering around coupling service management with help desk software on the process laid out in the IT Infrastructure Library version 3 (ITIL ver. 3). This can be considered as an “agile” approach of using the IT Service Management framework with Web 2.0 technologies.

The core services are:

-          ITIL Processes

-          Service Portfolio Management

-          IT Cost Management

-          Service Catalogue and Request

-          Project and Portfolio Management

-          Incident and Problem

-          Change and Release

-          CMDB

-          Asset Management

-          Discovery

-          Field Service Management

-          Shared Services Apps

-          Platform as a Service

-          Integration

-          Consulting Services

It also has contract and financial asset portfolio management capabilities as well as application portfolio management, project management and financial chargeback features. develops and maintains the code, and customers can either connect to the vendor via a VPN or download the code to their networks. Pricing ranges between $50 and $90 per seat per month, depending on modules and people using the software.

Industry watchers say the vendor and its SaaS business model could help those IT organisations just starting out with best practice frameworks, such as ITIL. It might also help with the transition and alignment of existing ITIL frameworks with the new V3 framework.

But make no mistake, does not monitor infrastructure – it will tap into existing products from BMC, CA, HP and IBM for that - rather it helps IT staff locate the right person to fix service problems.

According to informal customer feedback, the main reason Service-now was selected, was not only for the attractiveness of its SaaS concept and pricing (it costs about one-fifth of what packaged monitoring or help desk software applications might cost) but foremost for the friendly user interface and tight integration with ITIL processes and recommendations.

The vast majority of computing still runs on site, and therefore today’s marketplace consists almost entirely of organisations with huge investments in on-site infrastructure.

Let’s keep a watchful eye over this evolution, which has the scope to create major change on the business model for customers and service providers in the Suisse Romande region.

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About the author

Alex Sebastiani
Alex Sebastiani