SAN DIEGO ‑ Feb. 16, 2011 ‑ ServiceNow today introduced IT 3.0
as the natural evolution of IT for the people. Information technology
is built on the essentials of people, process and technology. IT 1.0
and 2.0 were focused on technology and process. IT 3.0 represents a
people‑centric view of IT service by using recent advances in
technology and a more‑practical approach to process, helping the
business through familiar usability, cloud services and social IT.
Now, businesses can effectively combine the best IT has to offer to
truly transform IT.
Service‑now.com also announced today the immediate availability of
its Winter 2011 release which builds on the industry‑leading SaaS for
IT management platform. This new release supports the Service‑now.com
vision for IT 3.0 and will be used by customers to transform IT with
new social IT functionality. Service‑now.com is pervasive, familiar
and simply powerful. It was born in the cloud and just works. It is
now the first social network built for enterprise IT.
Mark Hamilton, Service‑now.com VP of marketing, said, "We are
witnessing the evolution of IT. Today's IT departments bear only a
superficial resemblance to predecessors. Social networks, mobility,
cloud computing, smart process with a renewed emphasis on
people‑oriented service are redefining IT's place within the
enterprise. With IT 3.0, enterprise IT is now fixed at the core of the
business and any remaining barriers between IT and the business are
being demolished. Businesses that embrace the new reality of IT 3.0
quickly realize competitive advantage."
IT 3.0 changes the perspective of what came before and is defined by:
People – With IT 3.0, technology and process are built with people
and their real‑world requirements as priority #1. In addition, the
artificial barriers between people, process and technology are erased.
IT systems have evolved to simply work the way people expect.
Social IT – End users are on the front lines of business innovation
and agility. With social IT, business processes can learn from and are
empowered by people who collaborate, share knowledge and engage in
ways never before possible. IT 3.0 utilizes an inherently social
community to reduce costs, improve relevance and responsiveness, and
to tie together people, process and technology.
Cloud services– Users demand their IT resources move with them
wherever, and however they need. Mobility, platform independence, and
user indifference to where and how IT happens requires IT 3.0 to run
in the cloud.
Business and IT – We've moved beyond alignment – business and IT are
now one and the same. Transparency and continuous engagement help IT
and the business innovate in ways never thought possible.
A number of other Service‑now.com customers are already moving
toward IT 3.0, including:
Brian Lillie, Equinix CIO
"IT today is not the same as it was just a few years ago. The
pace of change is staggering and it is good to see IT organizations
generally focused on business outcomes and serving the real needs of
people. To me IT 3.0 is defined by the consumerization of IT, cloud
services, the mobile worker, and 'always on' security. We are not far
off from a realization of this vision."
Tom Tabor, JMC Steel Group director of IT infrastructure
"The manufacturing industry is not always at the cutting edge
of IT technology. A few years ago, this was true at JMC Steel Group
but we have been fortunate to be successful through the economic
downturn. We are undergoing a clean‑slate transformation of IT with
Service‑now.com in the middle of it all. Service‑now.com has been
liberating, allowing our IT organization to deliver services to the
business we never thought possible before. As one of my team members
likes to say, 'Service‑now.com is the holy grail of IT."
Leslie Manness, PostMedia IT service manager
"During the past year Service‑now.com has been instrumental in
helping transform IT at PostMedia. After getting hit hard by the
economic downturn we really had to prioritize, meaning everything we
do in IT must directly support the business and our employees. My core
competency isn't developing a tool or managing servers. It is making
information useful to the company. With Service‑now.com, we changed
the way the business and IT communicate and work together. We need
simple, flexible and easy and Service‑now.com delivers it for us, and
we in turn are providing it to our business."
Here is what industry observers are thinking about IT 3.0:
Michael Cote, RedMonk analyst, said, "IT tools have always
suffered when it comes to adding a human face to service delivery and
support. Advances in social networking for the enterprise have shown
promising ways to address this facelessness, pulling from the wildly
successful practices and technologies in the consumer social
networking space. The ever‑innovative Service‑now.com is using these
social innovations to help organizations deliver better IT service,
allowing IT staff to work more closely with each other and, more
importantly, with the rest of the business."
According to Forrester Research, "The face of business software
applications is changing dramatically as new‑generation users drive
for a Web 2.0 intuitive user interface. User expectations with respect
to service will also be changing as the use of social media increases,
IT becomes more consumer‑driven, and new cloud delivery models acquire
market traction. These trends meet as a perfect storm in the IT
management software (ITMS) market." (Forrester Research, Inc.,
"Empowered Users will Change How Business Software is
Served," Peter O'Neill, Oct. 26, 2010.)
In addition, IT 3.0 is changing the way Service‑now.com partners are
delivering value to joint customers. Paul Cash, Partners in IT
managing director, said, "IT 3.0 is upon us and will extend and
enrich the relationship between IT and the business. The
Service‑now.com Winter 2011 release can make a dramatic difference to
the way that we and our customers deliver services to the business. It
is no exaggeration to say that Service‑now.com is changing our world."
Experience IT 3.0 and compare the difference between SaaS for IT
from Service‑now.com and legacy tools like BMC Remedy and HP Service
Manager. A Winter 2011 release demonstration video is now available,
or an open, no‑registration‑required instance of Service‑now.com is
always available at http://demo.servicenow.com.
To learn more, join us in San Diego for Knowledge11. The annual
Service‑now.com user conference will be held at the Paradise Point
Resort and Spa from May 15 – 19, 2011.
The ServiceNow 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,
ServiceNow uses a new business model and modern technology to
transform IT. According to the 2010 Inc. 500 list, ServiceNow is the fastest‑growing IT management software
company. For more information, please visit http://www.service‑now.com/ or http://blog.Service‑now.com.