ServiceNow Names Filipe Lucas of EDP Group as IT Hero of the Month

FRANKFURT, GERMANY‑‑(Marketwire ‑ Dec 8, 2011) ‑ ServiceNow, the creators of SaaS for IT, today announced it has named Filipe Lucas, who leads the service management team at EDP Group, as the latest ServiceNow IT Hero of the Month. The ServiceNow IT Hero of the Month program recognizes the outstanding achievements of the people who transform IT. Located in Portugal, EDP is one of Europe's major electricity operators and is the fourth largest wind power producer in the world. Working with his team, Filipe is using ServiceNow to help the IT organization unify its international departments toward a single IT platform.

With the multitude of different ITIL best practices and requirements for each of EDP's acquired companies, they needed a solution that would allow them to accommodate each department, along with the expectation of proven accessibility and availability of IT services. Initially, they planned to implement ServiceNow in four of the EDP subsidiaries. Due to the differences between each, and disparate plans among internal groups, Filipe and his team focused on one subsidiary, coordinating its internal teams, to achieve a successful rollout. They then moved on to the others until all were live, supporting over 15,000 users. Filipe, along with his professional services partner, SilverStorm, leveraged ServiceNow to support the individual ITIL processes of each company, managing incidents and service requests by employees across different groups.

EDP Group's previous IT service software was unable to provide the level of support across the multiple departments within the company. ServiceNow created an avenue for handling these service requests through a self‑service portal, which allowed the company to change tools and support each individual IT process, while relying on the ServiceNow cloud service to integrate individual ITIL processes.

"ServiceNow has provided us with an easy‑to‑use solution for EDP's users to access from anywhere, improving IT services throughout the organization and supporting our unique system and ITIL processes," said Filipe. "I'm looking forward to our future plans of including a single IT platform that will lead to a model of unified management, and eventually, to an end‑to‑end system of services across the organization. I am happy to accept this award for and on behalf of Grupo EDP and attribute much of the success to Hugo Loredo Colunga for his exceptional contribution."

To learn more about past ServiceNow IT heroes, or to nominate the next IT hero, please visit www.servicenow.com/heroes.do and share your story. ServiceNow will announce a new winner every month. Winners receive one complimentary registration to a Knowledge user conference in addition to a chance to meet with Fred Luddy, ServiceNow founder and chief product officer, and members of the ServiceNow development team.

ServiceNow cloud services are drastically different from legacy alternatives and help customers automate the delivery of quality business and IT service automation. To see first hand, a live, no‑registration‑required instance of ServiceNow is always available at http://demo.servicenow.com.

About ServiceNow

ServiceNow was created to break all the old rules of enterprise IT management software. Born in the cloud, ServiceNow makes IT immediate, social and intuitive. From the beginning, the company set out to give IT people powerfully simple cloud services that just work. Today, the world's most recognizable and innovative companies rely on SaaS from ServiceNow to transform IT. Founded in 2004, ServiceNow was ranked the number five fastest‑growing company in North America on Deloitte's 2011 Technology Fast 500 and is the undisputed market share leader in SaaS for IT. For more information, please visit http://www.service‑now.com or http://community.service‑now.com/servicenow‑commentary.