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ServiceNow Names Adam Mason of Loyola Marymount University as IT Hero of the Month

SAN DIEGO ‑ Aug. 18, 2011 ‑ ServiceNow, the creators of SaaS for IT, today announced it has named Adam Mason, manager of client services at Loyola Marymount University, as the ServiceNow IT Hero of the Month for July 2011. The ServiceNow IT Hero of the Month program recognizes the outstanding achievements of the people who transform IT. The LMU IT team was among the first IT organizations in the world to implement and benefit from social IT.

"In the spring of 2010 we started the upgrade process for our legacy IT systems, but pulled the plug when we realized they simply couldn't meet our needs," said Adam. "Within a year, we researched other solutions, selected ServiceNow, and have implemented and expanded our use of ServiceNow – all in conceivably less time and at a lower cost than would have been possible by completing legacy upgrades. ServiceNow has delivered benefits we didn't even know we wanted."

Over the years, LMU's IT organization had accumulated various legacy software systems that ultimately proved difficult to maintain. IT change requests were handled in a tool that did not integrate with the university's IT service management (ITSM) system and decisions were made in weekly meetings or through email. The ticketing system used previously was only accessible from PCs, excluding one third of the university using Macs.

LMU IT established several goals to direct their search to replace their legacy ITSM systems. They wanted to reduce email, increase collaboration within IT, improve communication of general service announcements, automate notifications for major IT incidents and change events, improve peer support and self help, and create an IT feedback and suggestion forum for university IT users. Adam achieved these goals with ServiceNow SaaS for IT.

Soon after the initial ServiceNow implementation, Adam discovered ServiceNow Live for social IT. Now LMU is using ServiceNow Live, with the rest of the ServiceNow Platform, to replace Yammer and achieve many of their goals for more social and collaborative service management. ServiceNow Live proved to be a valuable real‑time collaboration platform during a recent university‑wide Apple OS upgrade.

ServiceNow Social IT functionality, including Live and Chat, are automatically available in ServiceNow customer instances as part of the ServiceNow Winter 2011 release.

LMU is the largest Catholic university on the West Coast and serves more than 9,000 students throughout its undergraduate, graduate, doctoral, and law programs. Adam leads the coordination of information technology services delivered to LMU students and faculty, implementing IT support processes that increase collaboration, communication and approachability of the university's IT organization.

To learn more about past ServiceNow IT heroes, or to nominate the next IT hero, please visit 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 deliver better business and IT service automation. Ovum, a leading IT industry analyst firm, recently evaluated 13 ITSM tool vendors and recognized ServiceNow as the leading offering based on a perfect score in the technology category and the highest growth out of any vendor in the industry. Download the Ovum "Decision Matrix: Selecting an IT Service Management Vendor" report now. Alternatively, a live, no‑registration‑required instance of ServiceNow is always available at

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 to achieve IT 3.0. Founded in 2004, ServiceNow is recognized by industry analysts as the fastest‑growing IT management software vendor and as the undisputed market share leader in SaaS for IT. For more information, please visit http://www.service‑ or http://blog.service‑

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