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ServiceNow Introduces IT 3.0

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‑ 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‑ vision for IT 3.0 and will be used by customers to transform IT with new social IT functionality. Service‑ 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‑ 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‑ 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‑ in the middle of it all. Service‑ 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‑ is the holy grail of IT."

Leslie Manness, PostMedia IT service manager

"During the past year Service‑ 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‑, we changed the way the business and IT communicate and work together. We need simple, flexible and easy and Service‑ 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‑ 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‑ 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‑ 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‑ is changing our world."

Experience IT 3.0 and compare the difference between SaaS for IT from Service‑ 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‑ is always available at To learn more, join us in San Diego for Knowledge11. The annual Service‑ user conference will be held at the Paradise Point Resort and Spa from May 15 – 19, 2011.

About ServiceNow

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‑ or http://blog.Service‑

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