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Our customers are attracted to our open and candid approach to doing business. Software as a service is the future of software and has been widely accepted by large enterprises as a means to operate more efficiently. There are myths in the market place about software as a service and Service-now.com that are flat out inaccurate. Our goal is to provide factual information to help you make the right business decisions. If you have any questions about how we dispel these myths, feel free to reach out to us: info@service-now.com.
| Myth: Software as a Service is only suited for small & medium-sized businesses | |
| Our approach | Ask any legacy software vendor… |
| Our architecture has proven scalability supporting Global 2,000 IT organizations with over 8,000 concurrent users, spanning multiple ITIL disciplines. One of our many Global 2,000 customers runs 8,000 concurrent users, manages more than 400,000 CIs (includes 25k servers) in the CMDB and resolves 150,000 incidents per month. How? Unique to other SaaS offerings, we provide our customers with their own database and application set designed to support large, enterprise-wide deployments. Our open architecture promotes integration with prominent thrid party toolsets and data sources. Let us prove it to you - we can provide you with references to any one of our Global 2,000 customers. More details... |
Can they provide five Global 2,000 reference customers, on the most recent version, that you can speak with today? |
| Myth: Software as a Service functionality is shallow | |
| Our approach | Ask any legacy software vendor... |
| Our customers tell us our application functionality depth and breadth is unrivalled. We’ve added more than 180 customers to our community in three years and 85 in the last 12 months. Our customers have open access to our development team and are highly involved in defining and testing enhancements and new technologies. Our renewal rate is greater than 100 percent and our customers are expanding their usage into new areas of their business. Instead of us telling you our product functionality is broad and deep, we invite you to speak with our customers. More details... |
Remove Service-now.com SaaS delivery model from the equation. Can they match the functionality provided by Service-now.com on a single platform? We invite you to test drive a live demonstration of our product at www.service-now.com/demo |
| Myth: Software as a Service is only offered in a hosted model | |
| Our approach | Ask any legacy software vendor… |
| We offer multiple deployment options allowing customers to choose either a hosted or on premise experience. Either way, it’s SaaS. Regardless of the deployment model, we still monitor, maintain and upgrade the applications for our customers and consider supporting third party integrations as a priority. More details... |
With more control of your environment offered by SaaS, why should you need to own and maintain these applications? |
| Myth: Software as a Service applications are not customizable | |
| Our approach | Ask any legacy software vendor… |
| Unlike other Software as a Service applications, Service-now.com is built to be customized. Our modern Web 2.0 interface, flexible architecture, single data base and application set use an abstraction layer that allows you to easily customize forms and tables as well as change the look and feel of the application. Many customizations such as form design, field behavior, database extension, workflow design are all accomplished with simple right click functions and GUI based tools. 100 percent of our customer base tells us they are able to build, customize and tailor Service-now.com faster than any other technology in the market. Don’t believe us, ask them… More details… |
What goes into customizing their applications? Now ask them to upgrade (or migrate in the case of HP ServiceCenter and OpenView Service Desk, BMC Remedy and FrontRange Heat) their application and preserve your changes! |
| Myth: It is impossible to preserve all customizations through an upgrade |
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| Our approach | Ask any legacy software vendor… |
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Upgrades have zero impact on customizations
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Ask HP and BMC why they label the move from older service desk versions to their “new” 7.x version a migration and not an upgrade. |
| Myth: Software as a Service platforms have few implementations |
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| Our approach | Ask any legacy software vendor… |
| Unique to Service-now.com is our approach of collaborating with our customers including Statement of Work definition, implementation activities and knowledge transfer. All project tasks and assignments are centrally managed within your Service-now.com Release Management module. This helps us better work together and assures that core system setup and configuration begins on day one, not after weeks of struggling with the implementation. We understand business requirements can change; we are agile enough to shift strategies on the fly. We have more than 150 successful engagements including 80 implementations in the last 12 months. More details… |
Is there a conspiracy? From implementation to |
| Myth: Service-now.com has difficulty integrating with 3rd party systems | |
| Our approach | Ask any legacy software vendor… |
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Using HTTPS protocols and VPN tunnels, we |
Why do they require additional fees for “out-of-box connectors” or integration packs? |
| Myth: Software as a Service is not secure | |
| Our approach | Ask any legacy software vendor… |
| Customers receive their own set of applications and databases. Customer databases are private and not intermixed with any other organization’s data. At no additional cost to you, we offer world class redundant security systems deployed in a SAS-70 type II datacenter to ensure you are protected. More details… |
Can they ensure your data is protected while reducing the cost of maintaining a secure environment? |
| Myth: Over a three year period, Service-now.com is more costly than legacy vendor client/server applications |
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| Our approach | Ask any legacy software vendor… |
| Our predictable annual subscription fee includes all costs to maintain and support your instance including patches, upgrades, hardware, software, redundant security systems and Support Services. Additionally, we partner with our customers to define a flat fee Statement of Work for implementation. More details... |
Predict your Total Cost of Ownership over three years? Does it include deployment costs (typically 2 – 3 times license cost), annual license maintenance fees (typically 18 - 35 percent of MSRP), staffing resources for patch deployments and upgrades? |