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Servicing IT: Service-now.com CEO Fred Luddy
March 10, 2010
When I was 16 years old, which was in the early ’70s, I had a part-time job as a purchasing guy at American Standard. They bought a high-end computer, and I walked into the data center where the Hewlett-Packard computer was and never wanted to leave. I was a moth drawn to the flame. Something pulled me in and made me believe that I wanted to be part of this data processing community. I’ve been that way ever since.
Wall Street Journal
The Next Big Thing - The top 50 venture-backed companies
March 9, 2010
Service-Now is bringing the ease of the consumer Web to common employee chores like ordering a new BlackBerry or getting help with a misbehaving computer. Its cloud service for IT-help requests is a salve for workers frustrated over "using Soviet-era technology to get their job done," when at home they get to shop on Amazon.com, says founder Fred Luddy.
Los Angeles Times
High-tech industry is powering up again
March 5, 2010
It looked as if the economy had dealt a powerful blow to L.J. Mottel, a 35-year-old father of two, when his employer, the Fontainebleau hotel and resort in Las Vegas, filed for bankruptcy and laid him off.
But unlike other victims of the downturn, Mottel had the luck of a high-roller on a hot streak: He was the Fontainebleau's director of information technology, and that made him a hot commodity. He didn't have to wait long before getting a new job at Service-now.com, a Solana Beach, Calif., tech firm that develops Web applications to help companies automate their IT departments.
San Diego Business Journal
Service-now.com Serving More, Larger Customers
February 22, 2010
Service-now.com, an information technology support business, reported both record revenue and customer growth in a Feb. 11 announcement. The locally based business said recurring revenue increased 136 percent in the year between Dec. 31, 2008 and the end of 2009.
Seeking Alpha
The IT Service Management Battle Is Intensifying
February 15, 2010
One of the key battlefields in the cloud computing market for 2010 which I identified earlier this year is IT service management (ITSM).
Pink Elephant blog
February 12, 2010
There’s a big difference between SaaS and ASP. It’s the difference between a modern application and hosted software built in the 1990s – we’ll get into that more later… Ask a Service-now.com customer and you’ll find that although total cost of ownership was a factor in the decision criteria, simplicity, flexibility and partnership were the real decision drivers.
TechTarget SearchDataCenter.com
IT Service Management Software as a Service takes off
February 12, 2010
Under pressure from upstarts such as Service-now.com, the Big Four systems management vendors have stepped up their systems management Software as a Service (SaaS) efforts.
Ovum
The continued rise of SaaS-delivered IT service management
January 27, 2010
Looking forward, Ovum has no doubt that SaaS ITSM solutions will continue to steal market share from their on-premise siblings, as evidenced by the recent announcement of PepsiAmericas as a Service-now.com customer.
TechTarget SearchSOA.com
Can a service repository be kept on the cloud?
January 25, 2010
Ask The SOA Expert: Questions & Answers: If an architect has created a useful services repository, can that be easily uploaded, maintained and protected in a public cloud computing scenario?
TechTarget SearchDataCenter.com
Data center 2009 Products of the Year award winners
January 18, 2010
SearchDataCenter.com announces its 2009 Data Center Products of the Year Awards and Service-now.com wins gold in the category of "Enterprise Systems Management."
Forrester Blog
SaaS: Vendors Separated By A Common Language
December 7, 2009
Software-as-a-Service (SaaS) is rapidly becoming “Everything-as-a-Service” (or, as a client said to me last week, “All-as-a-Service”). I’ve been reporting the impact of SaaS on IT management software for nearly two years now and I keep saying that SaaS is really a phenomenon of new market entrants with compelling arguments against incumbent suppliers. Operators like Service-now.com, ManageEngine, Splunk, and SpiceWorks are leading a charge to replace HP, BMC Software, and CA installations.
ArabianBusiness.com
Software firms you should keep tabs on
December 1, 2009
In an industry where products don't always hold their price for long and the ‘next best thing' remains just around the corner, it is vital that resellers continue to expand their portfolios. Here are 10 software vendors worth watching.
Ovum Butler Group
SaaS and ITSM – a Marriage Made in Acronym Heaven?
November 14, 2009
In the last two years, both Software-as-a-Service (SaaS) and Cloud Computing have gained much publicity and vendor backing, and a growing corporate acceptance with SaaS, in particular, viewed as an immediate opportunity to quickly, and flexibly, deliver business-enabling IT services at lower cost. The drivers around speed, flexibility, and cost have similarly focused CIOs on the use of IT Service Management (ITSM) processes and IT Infrastructure Library (ITIL) best practice in the pursuance of IT service delivery optimisation. However, the question now being asked is ‘Can SaaS and ITSM be used in tandem to deliver even greater business value?’
Reuters
October 26, 2009
In an effort to highlight applications vendors with revenues of less than $100 million who are adapting and innovating around current shifts in the software market, IDC has identified ten innovative applications companies under $100M to watch. Service-now.com made the list.
BSMReview.com
Mitigating Risk for End-of-Life Technology
October 20, 2009
It’s hard to envision a normal, rational IT executive replacing their existing “end-of-life” technology without an examination of alternatives. Yet, too often we rely on the biased input of our legacy vendors in choosing replacement options. Based upon decades of exposure to the marketing prowess of IT service management vendors, the author submits recommendations for mitigating the risks associated with end-of-life technology.
SearchCIO.com
FAQ: IT and organizational change management
October 19, 2009
The business relies on IT to play an integral role in any kind of change. If there's an organizational change taking place, it's the CIO's role to make sure the technology strategy and operations in IT align with the change and support the organizational change management strategy. If the change involves IT infrastructure or other IT change management efforts, "the CIO should be running the show," said James Champy, author and chairman of Perot Systems Corp.
BusinessWire
October 13, 2009
CompuCom Systems, Inc., the leading IT outsourcing specialist, today announced the availability of IIMv3™, a fresh approach to delivering IT services. The new solution optimizes a company’s legacy operations to be more cohesive and agile based on an embedded Information Technology Infrastructure Library (ITIL® v3) framework.
San Diego Union-Tribune
TechAmerica chapter names award finalists
October 6, 2009
The San Diego chapter of TechAmerica, formerly the American Electronics Association, announced the finalists for its annual awards
ZDNet
September 18, 2009
Service-now.com is challenging what founder Fred Luddy calls the "Soviet-era technology" of established vendors with a user-friendly, flexible alternative. Think of Web 2.0 -- and associated moves to democratize computing -- as IT's Velvet Revolution: The moment when the people take over.
BusinessWire
CompuCom Helps IT Leaders Tap the Next Wave of Operational Savings
August 24, 2009
The CompuCom Challenge is being officially introduced this week at the CIO 100 Symposium & Awards Ceremony at the exclusive Broadmoor resort in Colorado Springs. Ed Anderson, CompuCom’s Chief Strategy Officer, will deliver a presentation today at 2:10 pm MDT titled, “Tapping the Next Wave of Savings for IT Operations” along with CompuCom partner Fred Luddy, CEO of Service-now.com.
InformationWeek
Rolling Review: Service-now.com's Service Catalog
August 15, 2009
Service-now.com set itself apart because its catalog is delivered in a software-as-a-service model via the Web. Because IT doesn't have to deploy software, the labor costs around installation, upgrades, and maintenance are negated. Although we reviewed only the Service Request Catalog, Service-now.com offers many pieces of the ITIL v3 framework, including asset, change, and configuration management modules as well as a CMDB.
BusinessWeek
Google, Apple: Two Mobile Software Visions
July 22, 2009
When Service-now.com, a maker of software for corporate information technology departments, created a smartphone version of its product last year, it bucked a major trend.
Instead of creating an application that customers could download through an outlet like Apple's (AAPL) iPhone App Store or Google's (GOOG) Android Marketplace, the company built a customized Web site so users of many different devices could use the software via their phones' browsers without downloading anything.
San Diego Business Journal
International Clientele Get in Line for Software as a Service
July 21, 2009
Service-now.com...more than doubled its recurring revenue in the fiscal year ending June 30, to $28 million, which is $3 million more than it projected for the year, a spokesman said July 20.
Cloud Ave
Service-now.com - Managing Service, Serving Management
July 2, 2009
Service-now is a SaaS solution for enterprise IT service management. The application was built to support the automation of ITIL processes such as incident, problem, change, release, request and SLA management. The application includes an integrated knowledge base, service request catalog and satisfaction surveys as well as service and asset dependency mapping, automated asset discovery, license compliance, configuration management and chargebacks.
Insurance & Technology
ICW Group Improves Incident Flow with Service-now.com SaaS Solution
July 1, 2009
CIO Kevin Harris describes a challenge ICW Group Insurance Companies (San Diego, Cal., $368 million GWP) faced in 2006: "We couldn't keep up with incidents flooding IT. Trouble tickets were open as long as six months. Our change management process protected production, but the surrounding ecosystem of tools was poorly integrated."
Service Desk Institute
IT Service & Support Technology Supplier of the Year
June 9, 2009
Service-now.com was selected as a finalist from feedback given to SDI by their customers in the Awards first ever on-line poll; which was open for three months. The purpose of the poll was to find out first hand what the vendor's customers really thought about the service and support provided.
Network World
ITSM 'visionary' delivers service, now
May 29, 2009
The economic downturn has placed a giant spotlight on how responsive the IT department is to business goals. It's more important than ever that IT efficiently and effectively provide the services its users need. Perhaps this is why many organizations are delving deeper into IT Service Management (ITSM). The discipline of having defined processes and workflows to deliver IT services helps companies manage the complexity of the IT environment, reduce costs and better align IT to business needs.
BNET
Cloud Vaulting Apple Over Microsoft
May 26, 2009
Eventually, enterprises will also realize they can even rent their infrastructure from someone like IBM or Amazon (or yes, Microsoft) and rent IT maintenance applications from the likes of Service-Now.com, rather than paying HP or BMC or Microsoft for software suites to run their IT service desk.
Computerworld
SaaS teaches the language of service
May 20, 2009
Does your Help Desk speak customer service fluently? For example, do your customer service representatives know the difference between an incident that is "resolved" and one that is "closed?"
BNET
HP, BMC Hearing Footsteps In Strategic Area
May 7, 2009
HP, BMC and other legacy software vendors are in danger of losing a strategic foothold in enterprise IT departments to insurgent Service-now.com, which could eventually lead to overall account losses.
TechTarget
ITIL vets turn to SaaS-based tools to ease upgrade hell
April 30, 2009
For some companies, the pain of upgrading IT management software is enough to break a relationship with existing vendors. The upgrades can span months or even years, and require an army of professional services people to get the job done. Some frustrated companies have turned to IT management Software as a Service (SaaS), and now their upgrade hell is a thing of the past.
Info-Tech Research Group
Info-Tech Advisor: Research Note on Service-now.com
April 22, 2009
Service-now.com offers the right blend of enterprise-grade functionality combined with the ease and speed of SaaS implementation. The features and capabilities of this system are both broad and deep with excellent ITIL functionality and tremendous integrations with industry best-of-breed for systems, asset, and knowledge management.
CIO Decisions ezine
ITSM - Managing for Efficiency and Effectiveness
April 22, 2009
Midmarket CIOs are always under the gun to enhance IT and business alignment, and to show how their organization is continually growing more efficient and responsive to business needs. IT service management aims to make both happen. Service-now.com customers Unitus Community Credit Union and Tulare County are highlighted in this special report.
eWeek
April 15, 2009
SAAS is on its way to becoming the rule rather than the exception for application delivery. The software-as-a-service model still has some barriers to break, but analysts, vendors and customers agree that it's come a lot further than anyone expected it to even five years ago. And more barriers are likely to be broken before the decade is out.
TechTarget
How data center pros do due diligence on startup software firms
April 10, 2009
IT managers looking for an edge on systems management may forgo established vendors and work with best-of-breed offerings from smaller startups.
Business Trends Quarterly
Managing IT Business Services As a Service
April 2, 2009
When something is weird and doesn't look good, you of course call the Ghostbusters. But when it's something to do with your IT infrastructure for the business services your organization uses, you call the Help Desk (a.k.a. Service Desk). And in addition to actually doing the request, install, configure, verify, update, de-provision, et cetera, the Help Desk needs to track all these activities... which has traditionally been supported by a purchased application. Or, now, you can procure your IT service management through the Internet as a Software-as-a-Service offering, for example, from Service-now.com.
TechTarget
5 reasons to start using ITIL and ITSM
March 24, 2009
ITSM best practices can help IT provide business value, improve service quality and reduce costs. But the sometimes misunderstood frameworks, including the IT Infrastructure Library (ITIL), cause some CIOs to shy away, fearing complexity and cost. Finding the best ways to maximize these goals while putting forth the least amount of resources is crucial to getting the most out of your IT Service Management (ITSM) and ITIL initiatives.
Computerworld
SaaS integration: Tricky, but manageable
March 23, 2009
Zamil Industrial had no problems integrating its service-oriented architecture middleware with a service management application from Service-now.com in Solana Beach, Calif. Integrating it with employee information residing in Active Directory and an on-premises human resources application was "as easy as drinking a glass of water."
InformationAge
SaaS cuts cost of IT service management at US bank
March 13, 2009
SaaS offerings are commonly associated with functions that sit at the periphery of the organisation: customer relationship management, HR or recruitment, for example. But Service-now.com’s IT service management (ITSM) offering proves that the model can be applied to the very guts of a business – its IT infrastructure.
ITBusinessEdge
Will Tough Economy Drive or Derail ITIL Initiatives?
March 9, 2009
Emphasizing the relatively low initial investment required for ITIL is a smart strategy. But what else can organizations do to get executive buy-in?
TechTarget
SaaS project costs in detail: The payoff isn't always in cash
March 5, 2009
The CIO of a credit union recouped his initial $64,000 investment in a Software as a Service (SaaS) project within six months. A financial services firm realized a more than tenfold ROI on his quarter-million-dollar investment in a SaaS project involving extensive back-end system integration within a year. Another CIO didn't need to add storage or other types of hardware to bring his call center in-house.
Deal Radar
Deal Radar 2009: Service-now.com
February 24, 2009
San Diego-based Service-now.com was founded in 2003 out of the ashes of Peregrine Systems, which was purchased by Hewlett-Packard (and is now that company’s competitor) in a fire sale. Fred Luddy, who was the CTO of Peregrine Systems, believed that legacy enterprise IT software is akin to “customer abuse” and set out to build a different kind of software company. He started Service-now.com, which is still the only enterprise IT service management solution delivered via SaaS.
TechTarget
SaaS service desk application turns IT into BPM guru with strong ROI
February 24, 2009
With two years down and one to go in his quest to create a service-enabled culture, Unitus Community Credit Union CIO Brian Irvine has turned the company's IT business processes into a commodity coveted by other business units. How? By shaking things up in the IT department and proving out the ROI of a SaaS service desk application, after another Software as a Service (SaaS) project stalled due to too much customization.
vnunet.com
February 20, 2009
Next-generation SaaS IT service management suite gets iPhone and Blackberry support
channelinsider
SaaS Drives Business Consulting
February 19, 2009
Software as a service doesn't have the same readily apparent value-add opportunities as hardware and software sales. Success may just come from being an expert adviser on SAAS implementations.
RedMonk
February 13, 2009
Service-now.com numbers I got from last week: “Booked almost $20 million in recurring revenue in the first half of FY09. Three consecutive years of triple-digit revenue growth. Cash-flow positive for the last year and a half. 237 enterprise customers using our IT service management SaaS, most are former HP and BMC customers”
San Diego Business Journal
Service-now.com Winning Battle Against HP, Sees Sales Soar
February 13, 2009
Service-now.com, an information technology support company in Solana Beach, said it has generated $20 million in revenues in fiscal year 2009, which ends July 1, following a record first half.
TechTarget SearchCIO-Midmarket.com
How an ITSM implementation can help in a recession (registration required)
February 12, 2009
IT Service Management (ITSM) can often be a hard sell even in a solid economy. Frameworks such as the IT Infrastructure Library (ITIL), COBIT and Six Sigma have often been described as "nice to haves" and not IT necessities. But there are ways that midmarket IT executives can embrace ITSM's focus on organizing processes and workflow to reduce costs and increase customer service, even during a recession.
Xconomy
Service-now.com Finds Hard Economic Times Are Good for Business
February 10, 2009
A private software company that arose following the implosion of San Diego’s scandal-ridden Peregrine Systems says its business is booming despite the recession, because its innovative model for offering Software as a Service can help customers shave their IT costs.
Network World
SaaS service management gets revamped
February 4, 2009
Service-now.com this week announced an upgraded version of its IT service management software-as-a-service offering that includes advanced project management, system search and service catalog capabilities.
Dortch on SaaS
Service-now.com's Latest Release: New Features AND New Transparency!
February 3, 2009
Service-now.com, provider of SaaS-based IT service and infrastructure management solutions, will officially announce on Feb. 5 the Winter 2009 release of its software platform.
InformationWeek
January 15, 2009
Michael Singer, InformationWeek editor, interviews Fred Luddy, Service-now.com CEO
eWeek
How to Measure SAAS Reliability
January 14, 2009
...some SAAS services, such as Service-now.com, include page render time counters somewhere on their application screens, which can help quantify the transaction times these applications deliver, both initially during the evaluation of the service and moving forward.
ITBusinessEdge
Success Stories: 2008 Not a Total Wash for SOA
December 30, 2008
...ease of integration is one of the reasons Fred Luddy, CEO of Service-now.com, opted to build his cloud-based, IT service management company on SOA.
ZDNet
Ten examples of SOA at work, circa 2008
December 28, 2008
What has changed about SOA over the past year? Well, many companies have finally moved on beyond the experimentation and pilot stages.
SDI-e
Computing in the cloud: The evolution of the service desk
January 7, 2009
...it is very important to define what SaaS is not, particularly as many legacy vendors with Application Service Provider (ASP) models will try to persuade buyers that they are offering SaaS products, when they aren't.
Network World
IT management software-as-a-service
November 24, 2008
Let's face facts. Enterprise-level management software deservedly earned a reputation of being difficult to deploy and challenging to maintain in the 1990s, and despite vendors' best efforts, little has happened to change that perception.
InformationWeek
November 19, 2008
Forrester forecasts SaaS will take a modest bite out of the IT management market. The big surprise is the high level of interest from medium and large enterprises.
IT Service Management Professionals Association Spotlight
An ITSM Workout to outlast the Economy...
November 5, 2008
We are all concerned with the current state of the economy and how it might affect our personal and business dealings. Most agree that it is going to be quite some time before things get back to normal. Maybe this is the new normal. Hopefully IT service management practices are a fine-tuned machine...
TechZulu
Service-now.com servicing the IT department
October 27, 2008
TechZulu interviews Rob Luddy, Service-now.com VP of sales.
eWeek
October 27, 2008
eWeek asks Fred Luddy, Service-now.com CEO, and Matt French, Service-now.com director of marketing, to bust seven common SaaS myths.
eWeek
What the Client-Server 'Establishment' is Saying about SaaS
October 27, 2008
eWeek sets the stage for Service-now.com to debunk fear, uncertainty and doubt spread by legacy software vendors about the threat of software-as-a-service.
SaaS for the SaaS-less
October 23, 2008
A really interesting and perhaps counter-intuitive phenomenon is that there is a huge demand for SaaS services from enterprises that are firmly committed to the on-premise model.
Silver lining 2: now may be the best time of all for SOA startups
Where are all the SOA startups?
September 29, 2008
Where are all the SOA startups?
Service-now.com Nominated for a Forrester Groundswell Award
September 15, 2008
I can't think of a better match for the 'Managing' category than the first and only SaaS / Web 2.0 IT service management product available on the market today.
Click here to find out more! Service-now.com Starts Up SOA
Its CEO's vision for Service-now.com for the startup's underlying architecture...
September 11, 2008
Its CEO's vision for Service-now.com for the startup's underlying architecture was that the software must be "simple, approachable, configurable, and easy to integrate" and had to be as "restless and stateless as possible." Translation: He turned to service-oriented architecture and SaaS.
CompuCom and Service-now.com to Deliver ITSM
CompuCom Systems, Inc., an IT outsourcing company, today announced...
September 9, 2008
CompuCom Systems, Inc., an IT outsourcing company, today announced its partnership with Service-now.com (News - Alert), a provider of on-demand IT service management software, to deliver Web 2.0-based IT service management technology.
Get full ITIL v3 ITSM functionality over the Web
Service-Now's IT service management platform helps improve system uptime
September 8, 2008
What does it take to rank among the top 50 companies on the Inc. 5000 list of the fastest growing private companies in America? Among other things, these days it takes great information technology. Brian Morgan, director of IT at Interbank FX (IBFX) in Salt Lake City concurs.
Network World's Products of the Week
Service-now.com Summer 2008 Release
September 8, 2008
Key features: Workflow functionality provides customers with the ability to drag and drop all system tasks; enhanced user interface
Startup of the Week: IT Management Online
InformationWeek profiles Service-now.com.
August 30, 2008
InformationWeek profiles Service-now.com.
SaaS and IT Service Management: Delivering Essential Elements of a New Order of IT Service Solutions
Software as a Service (SaaS) is revolutionizing the technology industry.
July 15, 2008
Software as a Service (SaaS) is revolutionizing the technology industry.
CIO
Why SaaS Could Make Your IT Skills Irrelevant
August 20, 2008
CIO - Why SaaS Could Make Your IT Skills Irrelevant
TechRepublic podcast with Fred Luddy
Can SaaS lead to better IT management? Service-Now.com...
August 13, 2008
Can SaaS lead to better IT management? Service-Now.com has built a platform around it.
WhatPC?
June 12, 2008
“Most tools are difficult to configure, but Service-now.com was easy to deploy. And we liked the fact it was a software as a service, as it is hosted and backed up. It is also easy to get to grips with."
Computerworld
ITIL v3: Five Ways to Make it Work For You
April 17, 2008
As ITIL has evolved, a variety of IT vendors have developed tools that support its premises. Sheri Cassidy at Progress Energy hails the better integration of topics in v3, and she says that's aided by a similar advance in support tools. She says the company in August will begin using Service-now.com, a Web-based utility that supports ITIL v3 practices. "It has much more integration between different [ITIL] processes," she says. "You could be in problem management but want to update a change ticket, and it's very seamless." In fact, Cassidy challenges the mantra that companies going into ITIL should get their processes down pat before looking for tools that fit those processes. "We got into ITIL, and by our third year we realized that our tools were not allowing us to do some of the things we wanted to do," she says. "In hindsight, we could have made much faster progress had we had better tools."
Computerworld
The next wave of software licensing arrives
October 10, 2007
Users are fed up with the way vendors sell them software. How upset are they? A recent survey by software management provider Macrovision found that only 28% of organisations surveyed were satisfied with their vendor’s pricing and licensing strategy.
Computing
COI goes on-demand for best practice
May 10, 2007
The Central Office of Information (COI) is using an on-demand service management tool to meet best practice standards that come into effect this month. Version three of the Information Technology Infrastructure Library (Itil) – a best practice framework to encourage IT departments to deliver improved levels of customer service – will be published on 30 May.
ContactCenterWorld.com
Fox IT Unveils On Demand ITIL 3 Complaint Service Management
May 4, 2007
“Service-now.com has made our whole internal service more efficient, look more professional and helped us drive our ITIL processes forward, “said Marc Guy, IS Service Delivery Manager at The Central Office of Information. “Now, we finally have a tool that will allow us to adopt and use ITIL processes so much easier.”
ZDNet
May 3, 2007
An opinion column in ComputerWorld by two McKinsey consultants this week explains why they believe it's Time for the IT Industry to Take Notice of software as a service. Quoting McKinsey's research last year that found a jump from 38% to 61% in the proportion of CIOs planning to use SaaS, the authors set out "why this trend seems bound to gain traction where an earlier generation of hosted software failed to do so a decade ago.
Networkworld
Service-now.com: SaaS vendor delivering ITIL process help
February 14, 2007
Half the battle with properly managing IT infrastructure and applications is adhering to best practices. The other half? Putting technology in place to automate, monitor and speed problem resolution. Service-now.com seems to have based its business on the premise that IT shops needs as much help with processes as they do technology. The start-up's business and technology model proves that the vendor falls clearly in the camp that technology without best practices will ultimately fail.
San Diego Union Tribune
January 26, 2007
It might seem fitting for a software company that arose from the ashes of
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- Service-now.com achieves PinkVERIFY status for 11 ITIL processes