Comments on: Entering The Era Of Service Management http://www.thevirtualcircle.com/2008/11/entering-the-era-of-service-management/ WordPress site Wed, 16 Nov 2011 20:21:06 +0000 hourly 1 By: Bloor Robin http://www.thevirtualcircle.com/2008/11/entering-the-era-of-service-management/comment-page-/#comment-424 Bloor Robin Fri, 13 Mar 2009 04:47:45 +0000 http://havemacwillblog.com/?p=2754#comment-424 OK I realize that was primarily an advert, but the first half was worth reading and I don't censor posts unless they're profane or completely worthless adverts. OK I realize that was primarily an advert, but the first half was worth reading and I don’t censor posts unless they’re profane or completely worthless adverts.

]]> By: Rhett Glauser http://www.thevirtualcircle.com/2008/11/entering-the-era-of-service-management/comment-page-1/#comment-425 Rhett Glauser Thu, 12 Mar 2009 23:18:54 +0000 http://havemacwillblog.com/?p=2754#comment-425 Service management doesn't need to be difficult. People, process and tools can make a nice three-legged stool as long as every leg holds up its part of the bargain. Unfortunately, the legacy application vendors have promised the world but significantly under delivered. They've generally smashed their stool leg into pieces and have done their part to screw up the triumvirate. Assuming the people are good, the hard part becomes getting good processes in place. The tools should simply meet the needs of the people and processes by providing a layer of automation running in the background. Tools should not bend process or break people, but we've seen decades of client / server apps doing exactly this. In fact, many ITIL trainers and practitioners have gone so far as to recommend that the application should not be customized. Enter real, modern SaaS (not the fake ASP stuff) from Service-now.com. We are one of those "start ups" that is growing up quickly. The difference between us and other start ups is that the big four don't have a legitimate answer for SaaS. IT service management SaaS from Service-now.com is the epitome of a service management interface, a component of good IT service. Our customers aren't resigned to the limitations of the software. They get what they need and have the ability to customize and configure Service-now.com to make it transparent to the service. Many have leveraged the Service-now.com platform-as-a-service to build out ancillary line of business applications after success with IT service management. This isn't the rigid SaaS of ten years ago and is definitely not the my way or the highway legacy application from HP or BMC. Rhett Service-now.com Service management doesn’t need to be difficult. People, process and tools can make a nice three-legged stool as long as every leg holds up its part of the bargain.

Unfortunately, the legacy application vendors have promised the world but significantly under delivered. They’ve generally smashed their stool leg into pieces and have done their part to screw up the triumvirate.

Assuming the people are good, the hard part becomes getting good processes in place. The tools should simply meet the needs of the people and processes by providing a layer of automation running in the background.

Tools should not bend process or break people, but we’ve seen decades of client / server apps doing exactly this. In fact, many ITIL trainers and practitioners have gone so far as to recommend that the application should not be customized.

Enter real, modern SaaS (not the fake ASP stuff) from Service-now.com. We are one of those “start ups” that is growing up quickly. The difference between us and other start ups is that the big four don’t have a legitimate answer for SaaS.

IT service management SaaS from Service-now.com is the epitome of a service management interface, a component of good IT service. Our customers aren’t resigned to the limitations of the software. They get what they need and have the ability to customize and configure Service-now.com to make it transparent to the service. Many have leveraged the Service-now.com platform-as-a-service to build out ancillary line of business applications after success with IT service management. This isn’t the rigid SaaS of ten years ago and is definitely not the my way or the highway legacy application from HP or BMC.

Rhett
Service-now.com

]]> By: Dennis McDonald http://www.thevirtualcircle.com/2008/11/entering-the-era-of-service-management/comment-page-1/#comment-423 Dennis McDonald Fri, 07 Nov 2008 14:49:46 +0000 http://havemacwillblog.com/?p=2754#comment-423 Wow, this expresses the change much better than I've been able to do (http://tinyurl.com/6e45v7). Thanks very much. My focus has been on "collaboration" but the succinct distinctions you present here are right on the money for a variety of applications ( I mean, services!). Wow, this expresses the change much better than I’ve been able to do (http://tinyurl.com/6e45v7). Thanks very much. My focus has been on “collaboration” but the succinct distinctions you present here are right on the money for a variety of applications ( I mean, services!).

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