Service-now.com Spring 2010 Release Includes New SaaS App for Field Service Management

SAN DIEGO ‑ May 20, 2010 ‑ Service‑now.com, the developer of modern IT service management SaaS, today announced the Service‑now.com Spring 2010 release will include a new SaaS application for field service management. Service‑now.com Field Service Management orchestrates resources and inventory logistics to ensure field‑based IT services are delivered accurately, efficiently and at the least possible cost.

Service‑now.com delivers a constant stream of new, organically developed functionality and applications to customers as part of their existing subscription license. The field service management application is one of six new applications included in the Service‑now.com Spring 2010 release.

Legacy field service applications are complex, standalone tools. As an alternative, Service‑now.com customers have requested a field service tool natively integrated with the Service‑now.com IT service management application to help:

  • Reduce the time and cost of field service logistics
  • Meet service level agreements and commitments
  • Optimize expensive field service technicians
  • Best utilize existing inventory investments and plan for future inventory demand
  • Deliver accurate task assignments

Service‑now.com simplifies field service orchestration by providing actionable information to help dispatch agents efficiently assign resources based on skill set, location and availability. The new field service application also accurately tracks inventory levels and locations.

Resource management ‑‑ Identify the right resource for the job by managing resource skill sets, availability, territory and coverage. Correlating resources with inventory helps IT service organizations get the most out of their time.

Inventory management ‑‑ Track parts, spares and consumables by location including warehouse, agent assigned, vehicle trunk stock and customer onsite stock. Agents can manage inventory levels to ensure stock is adequately replenished.

Dispatch ‑‑ Customers use the Service‑now.com graphical workflow engine to orchestrate unique dispatch activities through each phase of the service order lifecycle including order request, work instructions, location directions and expected service order completion time. Dispatch agents can easily track service order fulfillment progress by monitoring travel and work time.

Service‑now.com Field Service Management customers will use familiar Service‑now.com shared platform components such as a CMDB, a graphical workflow engine for process automation, reporting, messaging, integrations and more.

Nimble, customer‑driven development has established Service‑now.com as the innovator of modern ITSM technology for IT organizations working in a refocused, more demanding business environment.

The Service‑now.com Spring 2010 release is the most substantial release in the five‑year history of modern SaaS for ITSM. The release is focused on helping IT organizations better define, manage and demonstrate the value of IT service to the business.

To view a live demonstration of these new applications and features, please register to receive a recording of the Service‑now.com 2010 release virtual conference. Alternatively, a live instance of the Service‑now.com application is always available at http://demo.servicenow.com (no registration required).

Licensing and availability

Service‑now.com has delivered three major releases per year for the last five years to provide customers with the latest in ITSM technology. New Spring 2010 release applications will be included in the Service‑now.com subscription license at no additional cost to customers on June 4, 2010. Service‑now.com offers a simple yet flexible subscription license with volume discounts available.

About Service‑now.com

Service‑now.com enterprise IT service management combines ITIL v3 process support, modern SaaS delivery, and the latest Web 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. For more information, please visit http://www.service‑now.com/ or http://blog.service‑now.com.