SAN DIEGO ‑ Jan. 11, 2011 ‑ Service‑now.com, the creator of
software as a service (SaaS) for IT service management
(ITSM), today announced Synaptics Incorporated has selected
Service‑now.com to streamline IT operations and to provide better end
user support for business‑critical services and applications.
Synaptics, which makes the TouchPad pointing device used in a
majority of today's notebook computers, has been recognized for two
consecutive years as one of Fortune's "100 Fastest Growing
Companies." The Synaptics IT team runs its business on
increasingly sophisticated IT infrastructure and manages IT operations
and application support services for nine offices across Asia, Europe
and the U.S.
In March 2010, Synaptics began an ITSM
program improvement initiative and turned to the IT Infrastructure
Library (ITIL) to guide the process. Within 90 days, Synaptics
assessed its global IT programs and designed a new IT service
Synaptics had been using several disparate IT management tools that
inhibited efficient process workflow and prohibited effective
collaboration within the IT team. For example, Synaptics was using
different tools for both IT service desk and for change management.
By May 2010, Synaptics selected Service‑now.com to replace its
portfolio of legacy tools and to better support critical business
applications while automating IT service and asset management
processes. Synaptics found that Service‑now.com would allow IT
operations to scale globally on a modern ITSM SaaS platform that
quickly integrated with existing business and IT applications.
"Service‑now.com is the modern ITSM tool that can scale with
our global growth plans while supporting our unique ITIL‑based
processes," said David Riley, Synaptics senior director of
information systems and technology. "Our old management tools
required too much of our time and effort and never allowed us to run
our IT organization efficiently. We knew there had to be a tool with a
better user experience. The power and simplicity of SaaS from
Service‑now.com allows our IT teams to work from the same playbook
toward common goals. As a result, application performance is much
improved and we more consistently meet our service level agreements."
Synaptics now uses Service‑now.com to automate workflow for
incident, problem, change, release processes, while also utilizing
knowledge, project and asset management applications. The IT
organization has improved support for business services using service
level agreement (SLA) workflows and embedded reporting to provide
executives with actionable metrics for goal monitoring. Synaptics
creates metrics based on data generated by Service‑now.com surveys and
exports this data into business intelligence tools to better analyze
IT resource consumption.
The Service‑now.com 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, Service‑now.com uses a new business model and
modern technology to transform IT. According to the 2010 Inc. 500
list, Service‑now.com is the fastest‑growing IT
management software company. For more information, please visit http://www.service‑now.com/ or http://blog.service‑now.com.