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
A global law firm with clients in more than 100
Orrick service desk provides service to 2400 Orrick lawyers,
staff and business partners around the world, 24x7x365.
Set out to reduce licensing costs on an aging IT service desk
Legacy service desk did not accommodate Orrick IT service
Initial internal resistance to service desk replacement and
full‑scale process change.
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
Integrated solutions included Service‑now.com IT service
management and RightAnswers Knowledge Base delivered via Web‑based
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
Using Service‑now.com Discovery to populate the Service‑now.com
with data, inventory and CI relationships from more than 25000 IT
Processes liberated by the tool. Service‑now.com usability and
flexibility supports and enhances Orrick's established ITIL v3
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
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.
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."
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.