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.

Myth: Software as a Service is only suited for small & medium sized businesses
Our Approach:
The Service-now.com architecture was designed to support Global 2,000 IT organizations spanning multiple continents, time zones and languages. One of our many customers runs more than 20,000 users, manages greater than 450,000 CIs (including 50k servers) in the CMDB/CMS 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 third 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.
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Ask any legacy software vendor...
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:
In three years, Service-now.com surpassed the depth and breadth of functionality offered in 20-year-old legacy applications. While our competition expends most of their effort supporting and patching previous versions of their software, Service-now.com is busy working on the next release. Our delivery model is much more efficient. All Service-now.com customers are on the current version of the software allowing Service-now.com development to be laser-focused on building new, innovative applications. This results in three major releases per year that offer significant enhancements in functionality and usability as well as new applications. With Service-now.com don't expect an 18-month roadmap full of misguided promises - our track record speaks for itself. Check it out...
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Ask any legacy software vendor...
To create an even playing field, remove the Service-now.com SaaS delivery model from the equation. Can they match the functionality, intuitiveness and simplicity provided by Service-now.com on a single platform? Decide for yourself...We invite you to test drive a live demo instance of our product.
www.service-now.com/demo

Myth: Software as a Service applications are not customizable
Our Approach:
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…
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Ask any legacy software vendor...
What goes into customizing their applications? Now ask them to upgrade (or reimplement) their application and preserve your changes!

Myth: It is impossible to preserve all customizations through an upgrade
Our Approach:
Upgrades have zero impact on customizations implemented by our customers and 100 percent of our customers are on the latest release. In three years, we have successfully upgraded 5,100 instances using our innovative upgrade process. Our 2009 Winter Release accomplished 1,100 upgrades in just two hours, all of them non-disruptive.
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Ask any legacy software vendor...
Ask HP and BMC why they label the move from older service desk versions to their “new” 7.x version a migration/reimplementation and not an upgrade.  

Myth: Software as a Service platforms have few implementations
Our Approach:
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. With Service-now.com shelfware does not exist. Ninety-three percent of Service-now.com customers are in full production with the balance representing new customers. Our confidence in our ability to execute is supported by one hundred percent implementation success.
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Ask any legacy software vendor...
Is there a conspiracy? From implementation to customization to upgrades (migrations), services revenue makes up a bulk of legacy vendor revenue. How many key cards, cubicles, telephones, email accounts and ergonomic chairs does their professional services team need to ensure your application never quite works the way you want it to? Need additional cubicles?  Click here.

Myth: Service-now.com has difficulty integrating with 3rd party systems
Our Approach:
We view integration as a key component of the implementation process. Every customer contains integrations to Active Directory/LDAP, Single Sign-on, events and alarms, notifications, email, federated databases, HR, ERP, Finance, and even other service desk technologies. Using HTTPS protocols and VPN tunnels, we have packaged close to 50 released and supported integrations to prominent third-party applications and data sources. To name a few: HP OpenView, CA Unicenter, Tivoli TEC and Symantec  Altiris... A variety of techniques are used, most notably Web Services, JDBC, JMS and email. These are industry standard technologies that also use SOAP and WSDL.  All of our tables are exposed as a web-services document.
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Ask any legacy software vendor...
Why do they require additional fees for “out-of-box connectors” or "integration packs"?

Myth: Software as a Service is not secure
Our Approach:
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. HTTPS and VPN Tunnels ensure secure communications, password protection and single sign on controls user access, field-level and attachment encryption protects your data and auditing across all access points gives you complete oversight.
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Ask any legacy software vendor...
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 client/server applications
Our Approach:
Our predictable annual subscription fee includes all costs to maintain and support your instance including upgrades, hardware, software, redundant security systems, continuous monitoring, support services and training. Additionally, we partner with our customers to define a flat fee Statement of Work for implementation. We have proven that Service-now.com can reduce ITSM costs by 60% to 80%.
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Ask any legacy software vendor...
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?