Service-now.com Spring 2009 Release Simplifies IT Self Service

Release includes a new content management system, advanced service‑level management, knowledgebase search and multi‑language support, and ITIL‑based best practice plugins

SAN DIEGO – June 4, 2009 ‑ Service‑now.com, the pioneer of modern SaaS for IT service automation, today announced highlights of the Service‑now.com Spring 2009 Release. This release helps IT service organizations simplify IT self service, implement IT Infrastructure Library (ITIL) processes faster, and more easily deliver targeted IT service metrics to business decision makers.

About 1000 Service‑now.com customer instances received the new Spring 2009 Release functionality during a staged upgrade process that took about three hours on Friday, May 29. Each instance upgrade took about 20 minutes while most customers were home for the weekend. All customer customizations to the application were preserved through the process. This is the 16th major Service‑now.com release in four and a half years.

Highlights of the Service‑now.com Spring 2009 Release include:

New content management system – Native to the Service‑now.com application, IT organizations can now mirror the look and feel of corporate Web styles and standards. End users will access an easy to use IT self‑service portal with a familiar, modern Web interface.

  • Create personalized views of IT service operations lists, tables, charts and graphs
  • Flexible page structures and external content views
  • Assignable login rules and read roles for different groups and organizations

More knowledgebase functionality – Knowledge is built into the application to help end users quickly find the information they need, in the format they need, for more efficient IT service.

  • Search and categorize documents based on defined variables for more targeted results
  • Create, search and view knowledge articles in many languages

Advanced service level management features – IT service expectations can be better managed and obligations fulfilled when service contract and service level agreement definitions are integrated.

  • Define service contracts and automatically associate service level agreements
  • Relative durations available in both the SLA and the workflow timer
  • Improved workflow timer allowing for more complex timing needs

New ITIL process best‑practice plugins ‑ The next several Service‑now.com releases will introduce optional best practice plug‑ins to provide ITIL process enforcement.

Enhanced IT service reporting for business decision makers – Defined key performance indicators create the foundation for a CIO dashboard.

  • Easily measure and evaluate IT service process metrics and effectiveness
  • New database views are predefined and cover most metric reporting needs
  • Custom charts combine reports for more complete data evaluation

This release also provides additional language localization in addition to local currency support for service catalog item prices and options.

For more information about the Service‑now.com Spring 2009 Release, a recorded webinar and demo is available.

Pricing and availability

The Service‑now.com Spring 2009 Release is available now. Service‑now.com is offered through a subscription license with volume discounts available. A live demo instance of the Service‑now.com Spring 2009 Release is available at http://demo.servicenow.com (no registration required).

About Service‑now.com

Service‑now.com enterprise IT service automation software combines ITIL v3 process support, 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 255 enterprise customers worldwide. For more information, please visit http://www.service‑now.com.