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FICO Transforms IT Service Delivery with ServiceNow

SAN DIEGO – July 15, 2013 – ServiceNow (NYSE: NOW), the enterprise IT cloud company, today announced that FICO selected ServiceNow software‑as‑a‑service to improve its IT operational processes and deliver self‑service capabilities to better support its external customers worldwide.

Founded in 1956, FICO delivers superior predictive analytics solutions that drive smarter decisions.  FICO clients include two‑thirds of the top 100 banks in the world, all 100 of the largest U.S. credit card issuers, more than 100 retailers and general merchandisers and over 150 healthcare and life sciences companies.

FICO made the switch to ServiceNow because it was spending too much time maintaining its legacy IT system. In addition, the company wanted its IT system to provide its external customers with an intuitive, user‑friendly site where they can manage their own technical support requests.

FICO successfully implemented the ServiceNow IT Service Automation Application Suite for incident, problem, change, configuration and request management as well as a service catalog to serve customers. ServiceNow Professional Services helped FICO adopt best practices and provided design guidance to deliver an effective ServiceNow deployment.

"By teaming with ServiceNow Professional Services, we moved off of our cumbersome, legacy product and delivered a self‑service system to our external users in just two months," said Neal Laufenberg, director of IT service management, FICO. "We now have a modern site where our external customers can open technical support requests and track their status without having to call or send an email to follow‑up."

"It's also been amazing how my team was able to quickly learn ServiceNow," added Laufenberg. "We can easily make changes or add new functionality in ServiceNow without having to buy a new tool. And even though none of us are programmers, it is easy for us to create new applications on the ServiceNow platform. ServiceNow allows us to be nimble by providing the ability to constantly improve our processes and deliver a better IT service experience."

"Customers that make the switch to ServiceNow often want to empower their users with self‑service," said Beth White, chief marketing officer, ServiceNow. "Self‑service provides efficiencies that allows IT to deliver more services at higher levels of end‑user satisfaction."

About ServiceNow

ServiceNow is the enterprise IT cloud company. We focus on transforming enterprise IT by automating and standardizing business processes and consolidating IT across the global enterprise. Organizations deploy our service to create a single system of record for enterprise IT, lower operational costs and enhance efficiency.  Additionally, our customers use our extensible platform to build custom applications for automating activities unique to their business requirements. For more information, visit

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