SaaS tool marries ITIL in revamp

Service-now.com this week announced an upgraded version of its IT service management software-as-a-service offering that includes advanced project management, system search and service catalogue capabilities.

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Service-now.com this week announced an upgraded version of its IT service management software-as-a-service offering that includes advanced project management, system search and service catalogue capabilities.

Service-now.com Winter 2009 release includes updated features to help strapped IT departments better manage IT projects and more quickly gather information across disparate systems. For instance, the enhancements around project management include technician work queues that provide project milestones to help staff stay on schedule. The latest update also includes a new search capability that lets IT managers search for data across system tasks, policies, incidents, problems, changes and configuration items.

"The search results will be based on the user's function and the information collected will be more meaningful to the task they are trying to solve," says Matt French, marketing director at Service-now.com.

The SaaS vendor couples the processes laid out in the IT Infrastructure Library (ITIL) with its service management and help desk software.

According to Service-now.com, its product consists of a set of tightly integrated applications built on ITIL tenets including: incident, problem, change, release and configuration management. The software performs agent-less network discovery covering Layers 2 through 7, and also includes a knowledgebase and service catalogue. It also has contract and financial asset portfolio management capabilities as well as application portfolio management, project management and financial chargeback features.

Offering the capabilities via SaaS helps the company better compete with BMC's acquired Remedy and HP's purchased Peregrine offerings. About 90% of Service-now.com customer wins are replacement deals of the market-leading management vendors, French says. The company also reported recently that it nearly reached US$20 million in annual revenue by Dec. 31, 2008.

"In the current economy, customers are looking to reduce costs and automate processes. With no maintenance, we are able to offer much-needed capabilities in a simpler package," French says. "We offer many features from a single platform so customers aren't wasting time and energy on integration."

Service-now.com Winter 2009 release is available now. Subscription-based pricing begins at $100 per process user per month, and volume discounts apply.

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