Service-now.com Customer Orrick Named itSMF Project of the Year Finalist

Orrick is named a finalist for the itSMF Project of the Year award at itSMF USA Fusion 2008. Orrick is judged in a category with eight other world‑class IT service projects but was the only project to include on‑demand software‑as‑a‑service technologies.

Orrick facts

  • A global law firm with clients in more than 100 countries.
  • Orrick service desk provides service to 2400 Orrick lawyers, staff and business partners around the world, 24x7x365.

Challenge

  • Set out to reduce licensing costs on an aging IT service desk application.
  • Legacy service desk did not accommodate Orrick IT service processes.
  • Initial internal resistance to service desk replacement and full‑scale process change.

Evaluation

  • Initially considered more than 20 service desk vendors.
  • Shortlist included Service‑now.com, BMC Remedy and other technologies.
  • Service‑now.com won the business based on flexibility, ease of use and ability to support rapid adoption of ITIL processes.

Solution

  • Integrated solutions included Service‑now.com IT service management and RightAnswers Knowledge Base delivered via Web‑based software‑as‑a‑service.
  • Implemented full enterprise 2.0 IT service delivery platform including incident and change management in six months.
  • Easy Web‑based integration between Service‑now.com Incident Management and RightAnswers Knowledge Base for self‑service and support analysis.
  • Using Service‑now.com Discovery to populate the Service‑now.com CMDB with data, inventory and CI relationships from more than 25000 IT assets.

Benefits

  • Processes liberated by the tool. Service‑now.com usability and flexibility supports and enhances Orrick's established ITIL v3 processes.
  • More value for the money by eliminating the legacy application for a modern, ITIL‑aligned solution.
  • Legacy application only provided incident management. New solution provides incident, IT asset, knowledge, problem and change management.
  • Implemented Service‑now.com Incident Management in 21 days with more than 80 percent first‑contact incident resolution.
  • The SaaS low cost of ownership allows Orrick to repurpose IT resources to drive business.

Quote

Jacque Rowden, Orrick user services manager, said, "In the past, our legacy service desk tool kept us from providing optimal IT services. However, Service‑now.com is flexible enough to accommodate our processes instead of hindering them. Now we have a complete service desk that allows us to focus on what we do best ‑‑ provide top‑notch IT service."

About Service‑now.com

Service‑now.com is the pioneer of on‑demand IT service management software. Service‑now.com integrates ITIL v3 processes, software‑as‑a‑service delivery, and Web 2.0 functionality to deliver a flexible, intuitive and self‑managing application. Service‑now.com was founded by Fred Luddy, former CTO of Peregrine Systems and Remedy. The company has more than 190 customers worldwide.