SAN DIEGO ‑ Feb. 16, 2011 ‑ ServiceNow today announced the
immediate availability of its Winter 2011 release and the first‑ever social
network built for enterprise IT. This release will be used by
customers to transform IT with new chat and Live applications built to
support social IT. A new application for IT governance, risk and
compliance (GRC) in addition to numerous updates to ServiceNow change
and configuration management functionality are also included in the
Winter 2011 release. Also today, ServiceNow announced its vision for
Information technology is built on the essentials of people, process
and technology. IT 1.0 and IT 2.0 were focused on technology and
process. IT 3.0 is an ongoing evolution for IT organizations as they
take a people‑centric view of IT service by using recent advances in
technology and a more‑practical approach to process. Now, IT can
effectively bring together technology, process and people to deliver
innovation required to truly transform IT. IT 3.0 represents the best
of IT and focuses on helping the business through familiar usability,
cloud services and social IT.
The ServiceNow Winter 2011 release builds on the leading SaaS for IT
management platform to help make IT 3.0 a reality. ServiceNow 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.
Based on feedback from ServiceNow IT customers looking to tap into
the power of social, ServiceNow has added chat functionality and Live
for enterprise IT collaboration and to simplify communication between
IT people, IT things and the rest of the business.
Paul Hardy, Informa head of service and support, said, "Our
business units are already eager to have their services and processes
automated by the ServiceNow platform. Now with the recent introduction
of social IT included in the ServiceNow Winter 2011 release, we are
actively looking to deploy ServiceNow Live as our enterprise social
collaboration tool. ServiceNow Live appeals because it provides our
business with ownership and control of process, users and content with
little, if any, additional cost to IT."
ServiceNow Chat is SaaS and allows end users to more easily
communicate with IT or any business service provider. Groups and
organizations can also create chat rooms. These conversations are
automatically captured and preserved within appropriate records, such
as records for incident, problem or change.
Chat can be easily extended to any ServiceNow business or IT
application and used for everything from emergency change advisory
board meetings, to project management, to HR and facilities services.
IT service desk professionals can increase scalability by using chat
queues and can launch a chat from an incident (or any task record) or
create a record from an existing chat.
ServiceNow Live takes inspiration from Facebook and Twitter but was
built to help IT deliver better service. Live provides
"wall" functionality and allows people and things (like
events, business services and configuration items) to collaborate,
connect and ultimately help each other as a people‑powered extension
of IT support.
The stream of actionable information in Live forms a living and
breathing knowledge source that moves at the speed of its users. This
knowledge collective can be shared, searched, tagged, grouped,
subscribed, liked and linked as individual users curate and
personalize data to their benefit. ServiceNow Live also creates an
invaluable source of data allowing IT to track, analyze and act upon
trending issues and topics in the first‑ever IT zeitgeist.
Similar to ServiceNow Chat, Live can be used to promote
collaboration for IT projects, software development, change management
and anything that requires group input. With Live, IT gets social, and
more relevant than ever.
Fred Luddy, ServiceNow CEO, said, "The ServiceNow Winter 2011
release is helping transform IT and draws a line in the sand for the
emergence of IT 3.0. A few years ago we turned the industry on its
head with the first IT management service in the cloud. Now we are
doing it again with social IT."
Industry observers also see the trend toward social IT. According to
Gartner research, "Today's IT service management (ITSM) tools
provide little support for ad hoc interactions and other forms of
collaboration among IT operations personnel. Typically, only
well‑documented processes can be transformed into structured ITSM
flows, leaving a substantial number of IT tasks with little
opportunity for conversion into reusable assets. This is exacerbated
by the fact that much of the dialogue between IT staff in these and
other areas occurs "out of band" of the management systems —
i.e., via e‑mail, instant messaging, tweeting, IP phones, etc."
(Gartner, Inc., "Collaborative Operation Management: A
Next‑Generation Management Capability," Cameron Haight, Jan. 21, 2011.)
And from Forrester Research, "When encountering performance or
quality issues, users will select the most convenient port of call to
register their complaints or service requests. Both business
application software help desks and enterprise IT support desks can no
longer assume that they will automatically be contacts. They must
effectively compete for attention against all of the user's
alternative communication routes. Success will depend on the quality
of the service experience as perceived by the users and on the
effectiveness of listening for, and responding to, relevant service
dialogue happening across the social media ether." (Forrester
Research, Inc., "Empowered Users will Change How Business
Software is Served," Peter O'Neill, Oct. 26, 2010.)
The ServiceNow Winter 2011 release also includes a new IT
governance, risk and compliance (GRC) application as a powerful
alternative to the expensive and disconnected GRC software offerings
available today. ServiceNow GRC is built on the ServiceNow platform
allowing it native access to existing IT data and processes.
ServiceNow GRC helps IT organizations proactively measure and manage
technology and process controls for standards, frameworks, or
regulations like FedRAMP, COBIT, SOX, ISO27001 and ITIL.
The Winter 2011 release also includes a number of significantly
updated features to ServiceNow change and configuration management
capabilities. These updates include change collision detection,
enhanced software license management, and asset data field
normalization to transform raw, often inconsistent data into formats
people can use and understand.
Additional ServiceNow Winter 2011 updates include:
- Project management skills assignment;
- IT cost
allocation across projects and operational tasks;
- A new
ServiceNow Runbook Automation process pack for PowerShell;
- High availability and high capacity for discovery, runbook
automation and integrations;
- An ODBC driver for more
third‑party reporting and business intelligence.
Here is what ServiceNow partners are saying about the Winter 2011 release:
Tom Michel, Fruition Partners chief sales officer, said, "With
social IT included in the ServiceNow Winter 2011 release we've taken
collaboration to the next level by promoting conversations into
knowledge articles. Rather than using separate tools, we now have a
single place for people to ask questions, collaborate and share files
without losing the shared knowledge."
Ryan Sneed, Maryville Technologies client services director, said,
"ServiceNow has once again provided timely enhancements in its
Winter 2011 release. We continue to be impressed by the ability of
ServiceNow to truly listen to clients and deliver timely IT service
"Our service management clients routinely request help with
change and configuration management compliance. ServiceNow delivers IT
governance, risk and compliance automation to help our customers
manage their policies, risks and controls and provides the much‑needed
evidence and exception trail often required by auditors. By linking
ITSM technology and process with the ServiceNow GRC engine, our
clients can easily self assess their regulation compliance."
Michel Regueiro – Aspediens director, said, "The ServiceNow
Winter 2011 release delivers the power of social to enterprise IT. The
feedback we have received so far from our customers is very positive
and all are keen to start using the new social IT applications from
ServiceNow. Our joint customers will improve team collaboration,
streamline access to the most relevant information, and ultimately be
more responsive to end‑user service requirements. We personally
believe ServiceNow Live for business services will be the next big
thing in IT service management."
Jeremy Holt, Focus Group Europe managing director, said,
"ServiceNow never ceases to impress us with each new release,
often with features we hoped for and sometimes with breakthroughs we
hadn't even considered. The Winter 2011 release is no exception and
customer response has been one of open excitement. Serivce‑now.com
continues to define the future of this market.
"ServiceNow social IT with chat and Live will radically
transform the way our customers interact with their end users. When
first introduced to the service desk team at one of our leading
clients, they could see exactly how it could provide a quick win at
the operator level while delivering a highly convenient collaboration
tool at managerial level."
Licensing and availability
ServiceNow offers a simple yet flexible subscription model with
volume discounts available. The new applications delivered in the
Winter 2011 release are provided to ServiceNow customers as part of
their existing subscription license.
ServiceNow has delivered three major releases per year for more than
five years to provide customers with the most innovative IT management
technology. Thousands of ServiceNow customer instances were seamlessly
updated with the Winter 2011 release on Feb. 4, 2011. Through the
release update, customer customizations and configurations were
preserved and service availability remained uninterrupted.
Experience IT 3.0 and compare the difference between SaaS for IT
from ServiceNow 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 ServiceNow is always
available at http://demo.servicenow.com.
To learn even more about ServiceNow, join us in San Diego for
Knowledge11. The annual ServiceNow user conference will be held at the
Paradise Point Resort and Spa from May 15 – 19, 2011.
Pervasive and familiar technology, evolved processes, cloud
services and social IT are combining to help IT focus on the
business and its people. ServiceNow is built to help customers
transform IT and realize the benefits of IT 3.0. ServiceNow SaaS for
management is best known for being software that just works.
Founded in 2004, ServiceNow is using a new business model and modern
technology to become the largest and fastest‑growing IT management
software company on the 2010 Inc. 500 list. For more information,
please visit http://www.service‑now.com/ or http://blog.service‑now.com.