Service-now.com Customers Succeed with SaaS Mashups and Integrations for IT Management

Dozens of existing integrations help customers quickly get the most out of their IT investments

LAS VEGAS – Pink Elephant 13th Annual International IT Service Management Conference & Exhibition ‑ Feb. 24, 2009 ‑ Service‑now.com, the pioneer of IT service management via SaaS, today announced several dozen available integrations between Service‑now.com and common IT management applications. Service‑now.com delivers simplified integrations with other software‑as‑a‑service (SaaS) and traditional client / server applications leading to increased interoperability across IT systems.

The University of San Francisco Online Support Service Desk runs on Service‑now.com and is available to more than 12,000 students, faculty, staff, alumni and affiliates. "We use Service‑now.com for incident, problem, change and configuration management, and we've integrated it with our implementations of RightAnswers and LANDesk," said Jim Uomini, service level manager for the University of San Francisco (USF). "The Service‑now.com platform allows us to more quickly implement enhancement requests and we plan to add features we've never considered before." Uomini added, "We've experienced significant efficiency improvements and in our first three weeks on Service‑now.com, we more than doubled the number of self‑service tickets. As users more easily help themselves, our IT operations run more efficiently and we're able to respond more quickly."

Service‑now.com easily integrates with many third‑party applications and data sources to populate the Service‑now.com configuration management database (CMDB), utilize other IT service management applications, monitor IT services and administer users and single sign‑on. Some of the most common customer integrations include:

  • Active Directory
  • HP Operations Manager
  • IBM Tivoli CCMDB and Netcool
  • Microsoft System Center
  • Nimsoft NimBUS
  • RightAnswers Unified Knowledge Suite
  • Salesforce.com
  • Symantec Altiris
  • Numerous competing service desk tools (bi‑directional task management) such as BMC Remedy, HP ServiceCenter and HP Service Manager

"Customers using Service‑now.com and RightAnswers have found that SaaS mashups for IT management are easy to implement. Together, we combine the best in SaaS for IT service and knowledge management so our customers can efficiently support their users through Web‑based technology," said Simon Yelsky, RightAnswers VP product management and client success.

Service‑now.com is built on a service‑oriented architecture (SOA) and Web services to make bi‑directional data integration naturally available to all data objects. The Service‑now.com architecture uses direct and mapped Web services to make integration clean and efficient.

Additionally, the Service‑now.com platform offers a rich interface for importing data sets from various sources like HTTP, FTP and SCP using file formats like XML, CSV and XLS and industry standard technologies that use SOAP or WSDL. A direct JDBC database connection is also available. Service‑now.com forms, lists and reports can be accessed with a simple URL to facilitate UI integration between two or more SaaS or Web applications.

Fred Luddy, Service‑now.com CEO, said, "All of our customers have some requirement to integrate Service‑now.com with other IT management applications. Our customers can build new applications, tailor workflows and integrate with other systems faster with Service‑now.com than with any other IT management product. The future is open systems that communicate across standard protocols and Web services. Service‑now.com was built to be integrated."

Pricing and availability

Service‑now.com provides available integrations to customers at no cost and more than three dozen are available now from the Service‑now.com wiki. Service‑now.com works with customers to develop new integrations as requested.

Knowledge09

Knowledge09 is back in San Diego, May 4‑7, 2009. The annual Service‑now.com user conference has created a community of professionals dedicated to solving the challenges of IT service management using modern technology and common‑sense best practices. Join us.

About Service‑now.com

Service‑now.com enterprise IT service management software integrates ITIL v3 processes, software‑as‑a‑service (SaaS) delivery, and Web 2.0 functionality to provide a flexible, intuitive and self‑managing application. Service‑now.com was founded by Fred Luddy, former CTO of Peregrine Systems and Remedy. The company is based in Solana Beach, Calif. and has more than 235 enterprise customers worldwide. For more information, please visit http://www.service‑now.com/.