Fall 2010 Release Automates IT Operations, Improves IT Service Delivery

SAN DIEGO – Sept. 30, 2010 – Service‑, the creator of modern software‑as‑a‑service (SaaS) for IT service management (ITSM), today announced the Service‑ Fall 2010 release will be automatically applied to customer instances this weekend. The Fall 2010 release introduces more new applications to help IT organizations reduce tedious tasks through automated IT operations while promoting more efficient IT service delivery. Service‑ also worked closely with customers to deliver numerous platform enhancements and updates to existing IT cost, project portfolio and end user self‑service applications.

Service‑ provides enterprise IT organizations with a powerfully simple IT service management application. Service‑ SaaS for IT is now used by hundreds of large organizations and hundreds of thousands of IT service professionals worldwide. The Service‑ ITSM application provides customers an easy‑to‑use, customizable platform for tackling IT service challenges while supporting IT Infrastructure Library ( ITIL) processes to address service operations, transition, design and strategy. Service‑ is also used by customers as an application development platform‑as‑a‑service ( PaaS).

Driven by customer demand for more task automation, the Service‑ Fall 2010 release includes the much‑anticipated runbook automation functionality which extends the existing Service‑ graphical process workflow engine to third‑party management tools for IT process orchestration and automation. This release of runbook automation includes a process pack for VMware instance provisioning for end‑to‑end workflow automation from service catalog request to VM fulfillment.

Also, Service‑ release management gains the significant addition of full software development lifecycle management to help application developers and IT service organizations more effectively deliver on customer requirements while promoting stable, low‑maintenance application releases. If needed, Service‑ can associate application‑related incidents to releases for additional efficiency. Service‑ supports of development methodologies such as Waterfall, SCRUM and XP.

Adding to the existing Service‑ portfolio of business applications for facilities and HR management, Service‑ now provides customers with a sales force automation application originally developed for Service‑ internal use. The power of a modern application development and delivery model allows Service‑ to make sales force automation available to its customers and is another example of the value delivered by a true SaaS application.

"We work every day to make IT management software better," said Fred Luddy, Service‑ CEO. "While a proud parent posts a child's latest work of art on the refrigerator, we get satisfaction from helping create IT champions. We are fortunate to have an engaged, passionate and clever customer base that is eager to create service management art on the Service‑ canvas. At the same time, our customer base drives us to create the most usable and relevant enterprise ITSM application and we are ready to issue the third major Service‑ release this year."

Here's what Service‑ users are saying about the Fall 2010 release:

"Cost by CI, task and expense in ServiceNow Fall 2010 is awesome!" ‑

"Can't wait to upgrade to the latest Project Portfolio version on #servicenow!" ‑

Service‑ Fall 2010 platform and application updates include:

  • Cost Management now includes labor costs, in addition to CI costs, for true cost capture, show back or charge back, accurate IT budgeting and real‑time access to service delivery costs;
  • Project and Portfolio Management now delivers a portfolio view of projects to keep staff resources properly aligned and to help management evaluate projects on business priority;
  • New visual dispatch within Field Service Management offers drag‑and‑drop assignment of resources to tasks and service orders;
  • The built‑in Content Management System (CMS) accommodates the creation of highly customized self‑service portals through a WYSIWYG UI and several design templates;
  • Author wiki articles from within the Service‑ Knowledgebase for consolidated IT documentation;
  • More support for section 508 compliance and screen‑reading technologies helps make Service‑ more accessible to physically disabled users;
  • Tiny URL support for generating shortened Service‑ URLs; and
  • Additional platform enhancements with additional application security and performance.

With this release, Service‑ is also providing a simplified, more efficient customer experience through a new customer service portal, and easier‑to‑use, more social wiki documentation. Service‑ has also bolstered European data center operations and customer care functions.

A demonstration video of the Service‑ Fall 2010 release is now available. Alternatively, an open, no‑registration‑required instance of Service‑ is always available at

Licensing and availability

Service‑ has delivered three major releases per year for the last five years to provide customers with the latest in ITSM technology. The Fall 2010 release will be automatically delivered to customers on October 1, 2010 while most are home for the weekend. Through the upgrade, customer customizations are preserved and application availability typically remains uninterrupted. Service‑ offers a simple yet flexible subscription model with volume discounts available.

About Service‑

The Service‑ enterprise IT service management platform combines ITIL v3 process support and SaaS delivery to provide a flexible, intuitive and self‑managing, cloud‑based application. Founded in 2004, Service‑ uses a new business model and modern technologies to disrupt the status quo. According to the 2010 Inc. 500 list, Service‑ is the fastest‑growing IT management software company. For more information, please visit http://www.service‑ or http://blog.service‑