California County Conserves Public Funds, Improves IT Service Using SaaS from

Tulare County consolidates disparate IT organizations, ITSM processes and tools

DALLAS – itSMF FUSION 09 ‑ Sept. 22, 2009 ‑ Service‑, the pioneer of modern SaaS for IT service automation, today announced Tulare County, Calif. successfully reorganized disparate IT organizations, ITSM processes and tools to help conserve public funds and improve IT service delivery to county employees and residents.

Tulare County set out to rebuild its IT service program in early 2008 before the onset of the California budget crisis. Tulare County chose modern SaaS from Service‑ to replace the cost and inefficiencies of two legacy IT service management tools. They no longer spend time and tens of thousands of dollars every year hosting ITSM applications, owning and maintaining servers or dealing with expensive application upgrades.

Service‑ is now being used by more than 100 Tulare County IT professionals to automate IT services, including incident, problem and change management, and service catalog, for more than 4000 county employees and almost 400,000 county residents.

Lee Root, Tulare County support services manager, said, "We needed a facelift for the IT department that reflected our organizational transformation. After considering many of the legacy ITSM tools, we determined Service‑ was the best fit for its breadth and depth of functionality, ease of use and low cost of ownership. The flexibility and capability of the Service‑ service catalog first grabbed our attention as we knew it would often be the customer's first impression of our new IT service program."

The success of this project has created significant additional demand for the services of Tulare County's IT organization. Various county agencies and other non‑IT county organizations, including facilities and telecommunications, are now using or requesting use of shared services built on the Service‑ platform.

Tulare County quickly and easily integrated Service‑ with existing management applications like Novell Zenworks, RightAnswers and a home‑grown time keeping system.

Nashco Consulting assisted Tulare County in its IT transformation and is a Service‑ partner. Ken Stainsby, Nashco Consulting president, said, "We helped Tulare County improve their IT service processes and jump into a much more nimble and modern ITSM application. By switching to Service‑, Tulare County is saving time and money by eliminating application upgrades and hosting requirements typical of any legacy software application."

About Service‑

Service‑ enterprise IT service automation software combines ITIL v3 process support, software‑as‑a‑service (SaaS) delivery, and modern Web functionality to provide a flexible, intuitive and self‑managing application. Service‑ was founded by Fred Luddy, former CTO of Peregrine Systems and Remedy. The company is based in Solana Beach, Calif. and has 300 large customers worldwide. For more information, please visit http://www.service‑