Return On Innovation: the other ROI of Service-now.com

We regularly speak about the financial ROI of Service-now.com compared to legacy solutions. Another benefit that comes with a true SaaS model is the ability to deliver continuous and agile innovation.

I just took some time to review and analyze how much innovation Service-now.com brought to their customers since January 2009 (didn’t take into consideration the releases before that period, my post would had been too long!)

Over the last 18 months, Service-now.com has then delivered 5 Production Releases (and 13 intermediate releases), including more than 40 key features! Out of these 40 features, here is a summary of the amazing stuff provided:

  • Graphical Workflow: a visual drag & drop workflow editor that allows you to automate the governance of your processes
  • Global Search: a Google like full global text search in all modules and applications
  • Mobile Browser: a full support of mobile browsers (iPhone, Blackberry, Android, Windows Mobile)
  • Project Management: a complete project portfolio with a very impressive Gantt and Resource chart with the ability to drag & drop your tasks and resources, all this in a browser
  • Content Management System: want to have the Employee Portal look like your website? Simply modify the look and feel as desired
  • Metrics: ability to measure and report on activities that happened during its lifecycle
  • KCS support: the Knowledge Base is now following the good practices recommended by KCS
  • Maintenance Schedules: the ability to link maintenance calendars to your configuration items for a better change management
  • Service Portfolio: a full management of your business services, and related offerings, commitments, including availability management
  • Field Services: dispatching of your field technicians and selection of the required spare parts
  • Cost Management: tracking and reporting of the IT-related costs, allocation to business units and departments

Quite impressive. But even more impressive is the cost for the customers to benefit from this innovation: not a cent – fully included in their subscription license.

mm
Michel is one of the co-founders of Aspediens (acquired by Fruition Partners in 2016) and now CEO, Europe at Fruition Partners. As a serial entrepreneur with strong experience in innovation, product management and solution delivery, he spots trends and writes about the future of Service Management.
Recent Posts

Leave a Comment

Start typing and press Enter to search