Summer 2008 Release Adds Graphical Workflow and Service Level Management

Sept. 8, 2008 ‑ itSMF USA Fusion 08 ‑ SAN FRANCISCO

Service‑ Summer 2008 release overview

  • Service‑ is the first enterprise IT service management software to be delivered via software‑as‑a‑service.
  • Service‑ customers receive new releases automatically three times per year while preserving all user customizations.
  • The Service‑ Summer 2008 release updated 1013 customer instances in less than one hour while most customers were home for the weekend.
  • This is the 14th Service‑ release in three years.

Summer 2008 release ‑ Graphical workflow facts

  • Ability to drag‑and‑drop all system tasks for rapid workflow creation
  • Simplifies complex service catalog requests
  • Parallel and sequential tasks
  • Integrated with and essential to Service‑ Service Level Management

Summer 2008 release ‑ Service level management facts

  • New functionality developed specifically for managed service providers (MSPs)
  • Gain control of service level agreements (SLAs) independently or aggregately
  • Support all IT agreements and contracts including SLAs, operational level agreements and underpinning contracts
  • Graphical SLA mapping using Service‑ Workflow

Additional enhancements

  • Easy SSL certificate installation
  • Simplified LDAP set up
  • Integrated Google Maps for location‑based IT incident and problem management
  • Easier to use CMDB relationship UI
  • New plug‑ins for facilities and human resources management
  • System mailboxes with logically filtered e‑mail
  • System diagnostics page provides at‑a‑glance stats for an instance or a cluster

Multimedia resources


  • Fred Luddy, Service‑ CEO, said, "We take pride in the fact that our customers actually look forward to an upgrade of their enterprise class IT service management solution. Upgrading an IT service management tool was a painful and expensive process in the past. But with the advent of software as a service and Web 2.0 technologies, our customers get new workflow, service level management, and much more without the hassle of an upgrade."
  • Neil Greene, Predictive Technologies, inc. partner, said, ""We were one of the first Service‑ customers. Since then, our service management environments have been upgraded more than twelve times with no effort on our part. Each upgrade has provided new and enhanced functionality that has extended our operational capabilities and service management. Our extensive customizations for managing Oracle E‑Business Suite and ERP solutions remain intact with zero disruption to our end users. We remain extremely excited about the new Service‑ Service Level Management features which help us provide higher quality service to our customers."

Pricing and availability

The Service‑ Summer 2008 release is available now. Service‑ is offered through a subscription license with volume discounts available.

About Service‑

Service‑ is the pioneer of on‑demand IT service management software. Service‑ integrates ITIL v3 processes, software‑as‑a‑service delivery, and Web 2.0 functionality to deliver a flexible, intuitive and self‑managing application. Service‑ was founded by Fred Luddy, former CTO of Peregrine Systems and Remedy. The company is based in Solana Beach, Calif. and has more than 190 customers worldwide. For more information, please visit http://www.service‑