LONDON – Service‑now.com EMEA Executive Briefing and User
Conference ‑ Sept. 16, 2009 ‑ Service‑now.com, the pioneer of modern SaaS for IT service
automation, today announced details of the Service‑now.com Fall
2009 release scheduled for Sept. 25, 2009. The new features are
designed to help IT service management (ITSM) organizations improve IT
service quality based on immediate customer feedback gained through
interactive knowledge management and customer satisfaction surveys.
The Fall 2009 release will help ITSM organizations better consume
and display IT service data through graphical timeline charts and
pivot‑table reporting. In addition, Service‑now.com continues to
provide consumer Web‑inspired functionality to IT organizations with
improvements to its employee self‑help Web content management system,
more global search, and more one‑click UI controls.
Service‑now.com customers will automatically receive the new Fall
2009 release functionality on Friday, Sept. 25 while most are home for
the weekend. All customer application customizations will be preserved
through the update process. To provide Service‑now.com customers with
the latest in ITSM technology, Service‑now.com delivers three major
releases per year as part of the customer's subscription license.
Highlights of the Fall
2009 release include:
management – Knowledge in Service‑now.com is now more searchable
and relevant and further promotes efficient IT self‑service. Multiple
points of knowledge feedback integrate with the Service‑now.com
reporting engine for continual IT service measurement.
Now supports knowledge centered support (KCS)
Real‑time article feedback improves knowledge relevance
New reporting for popular searches, search terms used, feedback
and article ratings
Article lifecycle status displayed using workflow stages
Refined search results help find the right knowledge
satisfaction surveys – Service‑now.com surveys are now more
easily distributed and feedback more quickly analyzed.
Definable survey conditions define how, when and to whom surveys
will be distributed
Survey responses are now linked to tasks, providing focused
customer satisfaction reporting
Surveys are tied to specific incidents, technicians, processes,
Sample reports and dashboards provide immediate access to
timelines – Inspired by modern consumer‑Web reporting,
Service‑now.com provides a new graphical timeline display to visualize
time‑based records in an easy‑to‑analyze interface.
Easily create custom timelines
Integrated with Service‑now.com change management and general
scheduling and calendaring applications
tables ‑ Power spreadsheet users will love the new pivot table
functions found in the Service‑now.com reporting engine. Flexible
pivot tables quickly sort, count, total, average, and summarize mass
amounts of data. Service‑now.com reporting is embedded throughout the
application as a native feature.
Easily create and publish reports in any browser
Analyze and cross‑reference data quickly within a single
Clickable cells allow users to drill into more detailed
Hover over cells for more information
Self‑help Web content
management system improvements ‑ Unlock the full potential of IT
self‑service by providing a familiar business‑to‑consumer IT service
portal with the corporate look and feel.
Create multiple portals for IT self‑service, HR, facilities,
internal IT, etc.
Define portal style sheets for divisions, countries or business
HTML editor image library eases image access and
Specify simple portal URLs
The Fall 2009 release also extends global search to include file
attachment formats like .pdf, .html, spreadsheets and text documents.
In addition, customers can now increase or decrease UI font size with
the click of the mouse, and language selection now available from the
A recorded overview webinar and demo of the Fall 2009 release is
available at http://www.servicenow.com/news‑events/webinars/.
Alternatively, a live, open instance of Service‑now.com is always
available at http://demo.servicenow.com (no
Pricing and availability
New Service‑now.com Fall 2009 release features will be automatically
available in customer instances on Friday, Sept. 25. Service‑now.com
is offered through a subscription license with volume discounts available.
Service‑now.com 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‑now.com was founded
Luddy, former CTO of Peregrine Systems and Remedy. The company has
about 300 enterprise customers worldwide. For more information, please