Eric Fisch of Equinix Named the Latest ServiceNow IT Hero

SAN DIEGO ‑ Mar 28, 2012 ‑ ServiceNow, a leading provider of cloud‑based IT service automation, today announced it has named Eric Fisch, IT applications release manager at Equinix, Inc., as the latest ServiceNow IT Hero. The ServiceNow IT Hero program recognizes the outstanding achievements of the people who transform IT. Eric is recognized for using the flexibility and scalability of ServiceNow cloud services to help manage the Equinix data centers worldwide.

Equinix, Inc. (NASDAQ: EQIX) connects businesses with partners and customers around the world through a global platform of high performance data centers in 38 strategic markets across the Americas, EMEA and the Asia‑Pacific regions. Eric redesigned and automated worldwide Equinix incident and change management processes with a global implementation of ServiceNow SaaS for IT service automation.

Eric used ServiceNow to create a strong, collaborative IT process core and a framework for change management. "Usually, the challenge with any new global implementation lies in getting the international offices on board because of an inherent resistance to change," said Eric. "After day one of using ServiceNow, our teams across EMEA agreed there was no going back. ServiceNow is now considered the best application roll out in our company's history."

Change management is often a cumbersome, time‑consuming process. Equinix was looking for a new solution that would allow the organization to automate IT service management. After careful evaluation, Equinix chose ServiceNow.

Before ServiceNow, Equinix managed incidents by email and legacy systems, and the inability to differentiate incidents from service requests, projects and changes caused workflow bottlenecks. ServiceNow incident management, combined with native functionality like chat and single‑click incident creation, helped to streamline service delivery and accelerate problem resolution.

"The scalability of ServiceNow allows us to automate IT processes and ensure system stability as demand for IT services expand," said Eric. "As Equinix grows its customer base, we needed a solution that could handle a staggering amount of change requests and incidents. With ServiceNow, we can manage the workflow in an intuitive, real‑time interface. Recently I received requests from non‑IT teams to automate their workflows as well. Fortunately ServiceNow provides a global, scalable platform to accommodate this."

Equinix IT plans to expand the use of the ServiceNow platform to departments outside of Equinix IT such as finance, IBX operations, payroll, and facilities. In addition, Equinix is planning to implement the asset and project management modules of ServiceNow in order to create end‑to‑end service automation across the organization. Equinix is also evaluating ServiceNow social IT and plans to use ServiceNow surveys to collect user feedback and remain focused on the needs of people and the business.

Equinix CIO, Brian Lillie, will deliver a keynote presentation at the ServiceNow Knowledge12 user conference on Wednesday, May 16 in New Orleans. Brian will provide IT executive insight into how the CIO of the future is using cloud, virtualization and mobility for competitive advantage.

To learn more about past ServiceNow IT heroes, or to nominate the next IT hero, please visit and share a story of IT transformation. Winners receive one complimentary registration to a Knowledge user conference.

About ServiceNow

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