SAN DIEGO – July 15, 2013 – ServiceNow (NYSE: NOW), the
enterprise IT cloud company, today announced that FICO selected
ServiceNow software‑as‑a‑service to improve its IT operational
processes and deliver self‑service capabilities to better support its
external customers worldwide.
Founded in 1956, FICO delivers superior predictive analytics
solutions that drive smarter decisions. FICO clients include
two‑thirds of the top 100 banks in the world, all 100 of the largest
U.S. credit card issuers, more than 100 retailers and general
merchandisers and over 150 healthcare and life sciences companies.
FICO made the switch to ServiceNow because it was spending too much
time maintaining its legacy IT system. In addition, the company wanted
its IT system to provide its external customers with an intuitive,
user‑friendly site where they can manage their own technical support requests.
FICO successfully implemented the ServiceNow IT Service Automation
Application Suite for incident, problem, change, configuration and
request management as well as a service catalog to serve customers.
ServiceNow Professional Services helped FICO adopt best practices and
provided design guidance to deliver an effective ServiceNow deployment.
"By teaming with ServiceNow Professional Services, we moved off
of our cumbersome, legacy product and delivered a self‑service system
to our external users in just two months," said Neal Laufenberg,
director of IT service management, FICO. "We now have a modern
site where our external customers can open technical support requests
and track their status without having to call or send an email to follow‑up."
"It's also been amazing how my team was able to quickly learn
ServiceNow," added Laufenberg. "We can easily make changes
or add new functionality in ServiceNow without having to buy a new
tool. And even though none of us are programmers, it is easy for us to
create new applications on the ServiceNow platform. ServiceNow allows
us to be nimble by providing the ability to constantly improve our
processes and deliver a better IT service experience."
"Customers that make the switch to ServiceNow often want to
empower their users with self‑service," said Beth White, chief
marketing officer, ServiceNow. "Self‑service provides
efficiencies that allows IT to deliver more services at higher levels
of end‑user satisfaction."
ServiceNow is the enterprise IT cloud company. We focus on
transforming enterprise IT by automating and standardizing business
processes and consolidating IT across the global enterprise.
Organizations deploy our service to create a single system of record
for enterprise IT, lower operational costs and enhance efficiency.
Additionally, our customers use our extensible platform to build
custom applications for automating activities unique to their business
requirements. For more information, visit www.servicenow.com.
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