LAS VEGAS ‑ Gartner Data Center Conference – Dec. 7, 2010 ‑
Service‑now.com, the creator of modern software‑as‑a‑service (SaaS)
for IT service management (ITSM), today announced it
is the first to deliver cloud computing management from the cloud with
the new, first‑ever release of SaaS for runbook automation and IT
process orchestration. In addition, Service‑now.com is pleased to
announce rapid customer success with new Service‑now.com SaaS
applications for software development lifecycle management, project
management and IT cost management.
The Fall 2010 release from Service‑now.com was automatically
delivered to customers on Oct. 1, 2010. This release was the third
major release delivered to Service‑now.com customers in 2010 and
included the new software development lifecycle management and runbook
automation applications as well as significant updates to IT cost
management and project and portfolio management.
Service‑now.com Runbook Automation extends the same graphical
workflow engine that underpins the Service‑now.com platform to
automate tasks across all types of infrastructure elements such as
applications, databases and hardware. This capability (also known as
IT process orchestration) dramatically reduces the time to execute
defined processes and helps deliver extremely fast and predictable IT
The Fall 2010 release includes a process pack for VMware provisioning that integrates with the
vCenter API. Additional process packs for task automation are planned
for the Service‑now.com Winter 2011 release. Service‑now.com is unique
in providing easy‑to‑use runbook automation, integrated with IT
process management, for the delivery and management of external cloud
and private cloud services.
Craig McDonogh, Service‑now.com senior product marketing manager,
said, "Service‑now.com is the first IT management vendor to build
all of these capabilities natively into a single platform and we are
the only vendor to offer it as SaaS. Nothing is acquired and
integration is fundamental. Imagine a software‑related incident
received by the service desk that spawns a problem management
workflow, change management approvals and SDLC tasks. Once the new
release is ready, it is automatically distributed using runbook
automation workflow and the CMDB is updated. Only Service‑now.com
provides this level of automation and we'll continue to work toward
providing our customers with simply powerful IT automation."
Service‑now.com Software Development Lifecycle Management
significantly extends release management capabilities to deliver
high‑quality software releases that meet customer needs and require
less post‑release support. This new application manages the complete
software development process including enhancement request and defect
prioritization, definition of release content and tasks, testing and
release to production. It natively supports Waterfall and Scrum
methodologies and can be customized to support other development methodologies.
A problem can now be tracked all the way through to the specific
feature and release that resolves it using a single tool. With yet
another industry first, Service‑now.com helps every ounce of
development effort to be traced back to a specific problem or
Arik Hill, FirstCare CIO, said, "We heavily utilize Scrum
software development methodology and use the new Service‑now.com
applications to automate our release and change management processes.
Because Service‑now.com applications are integrated on a single
platform we also use the new planning board and Gantt chart
functionality to support our software development projects. These are
fantastic additions and Service‑now.com is helping us transform the
way FirstCare IT works."
Service‑now.com also updated its IT cost management application
which 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.
Kevin Birch, Severn Trent Water IT service cost manager, said,
"Most modern businesses today rely on internal or externally
sourced IT infrastructure to deliver and support daily operations.
These IT services hopefully provide value, but always cost money to
deliver as IT isn't free. As an IT organization it is our job to
demonstrate to the business the value we deliver as an integral
component of the business.
"For example, we use Service‑now.com to help us identify the
costs associated with delivering each of our applications as well as
IT services such as the service desk, data center and desktop support.
These costs are then allocated to the appropriate internal business
customers who are then able to evaluate these costs against the
benefit received. At Severn Trent we continually strive to deliver the
highest standards at the lowest cost and the Service‑now.com toolset
is a great enabler in that challenge."
A demonstration video of the Service‑now.com Fall 2010 release,
including the new SDLC and IT process orchestration applications, is
now available. Alternatively, an open, no‑registration‑required
instance of Service‑now.com is always available at http://demo.servicenow.com.
Licensing and availability
Service‑now.com has delivered three major releases per year for the
last five years. The Fall 2010 release was automatically delivered to
customers, customizations were preserved and application availability
was uninterrupted. Service‑now.com offers a simple yet flexible
Service‑now.com Runbook Automation subscription licensing is based
on the number of physical and virtual servers managed. An
all‑inclusive license for this component starts at US $9.00 per
server, per month with a 500 server minimum. Volume discounts are available.
The Service‑now.com enterprise IT service management platform
combines ITIL process support and SaaS delivery
to provide a flexible, intuitive and self‑managing application in the
cloud. Founded in 2004, Service‑now.com is built on a customer‑centric
business model and agile application services to help transform IT.
According to the 2010 Inc. 500 list, Service‑now.com
is the fastest‑growing IT management software company. For more
information, please visit http://www.service‑now.com/