Service-now.com Spring 2010 Release: What’s in there for you?

What a shame. The Fall 2010 Release is about to be delivered in 2 days and I still didn’t have time to write a bit about the Spring Release 2010. Summer was very hot and busy!

These guys at the development team are really the Speedy Gonzales of ITSM software development! Spring 2010 Release, delivered on June 4th, came with not 1 or 2, but 6 new applications! And here we are with the new Fall Release planned for Friday Oct 1st with new applications. These guys are amazing.

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Anyway, it’s never late to speak about Spring 2010. By the way, why is this Release so important? Why is it creating a shift in Service-now.com’s application delivery strategy? Here is my take:

From day 1 (2004), Service-now.com primary focus when developing their SaaS solution was to address the daily burden of the IT technicians. Not the managers, not the CTOs, not the CIOs.. but the people in the field. By radically changing the way they use their ITSM tool and allowing them to focus on their primary mission: customer satisfaction. The result: the IT technicians are the best advocates of Service-now.com.

Then, the 2nd audience that was very quickly addressed was the customers of the IT department. By delivering a powerful web portal and request catalog leveraging on B2C technology, Service-now.com attracted organizations that understood that a modern and powerful web portal was the best marketing vitrine they could put in place to satisfy their customers. The result: the customers are the biggest fans of Service-now.com!

By taking a bottom-up approach instead of developing applications in a top-down fashion, I truly believe Service-now.com made the right choice.

From an ITIL perspective, we could say Service-now.com primarily focused on Service Operations and Service Transition. The natural move was then to address the Service Design and Service Strategy disciplines by applying the same secret sauce made of usability, flexibility and pragmatism.

When speaking about processes such as service portfolio management, IT cost management or Project Portfolio management, the key business problem we try to address is the silo-based handling of resources and tasks involved in these processes. On one side, we deal with IT staff, users, technology assets and services. On the other hand, there are project tasks, changes and releases, incidents and problems, application development and so on. So how to put together this information and aggregate it to provide visibility on resource utilization, project prioritization, communication, service commitment and last but not least, handling of related costs?

One answer is to leverage on the automation achieved with the industrialization of Service Transition and Operations and use the data gathered in these processes and assets.

As an example, the Service Portfolio application uses and aggregates the information coming from the services, the outages and availability metrics to propose a consolidated dashboard to the IT managers and CIOs and the ability to subscribe to a comprehensive business service catalog with a nice overview of the proposed services and their related scope, offerings and commitments.

The application IT Cost Management follows the same path: by applying expense lines on CIs, ITIL processes and projects and defining allocations per department, cost center or budgets, the application leverages on existing components used daily by the IT technicians.

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These (oversimplified) examples illustrate the importance of this Release and why there will be probably in Service-now.com’s history a before and after Spring 2010: this Release is the first milestone of the virtuous circle all IT departments have been looking for many years.

Next week we will speak about Fall Release!

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.
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