Business Service Management / SLA

What people are saying.

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  An inefficient, labour-intensive request system was replaced by ServiceNow to enable online service requests and self-service catalogue to relieve IT staff, while seamlessly integrating with existing HP OpenView Service Desk.

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  “…at a meeting early on, when our VP asked “What kind of training will there be?” One of my IT colleagues held up an iPhone and said, “Did you get training to use your iPhone?” Of course, everybody replied, “No,” and I said, “It’s going to be like that.” – Lois Lowther, REI IT Service Management Manager

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  “Our help desk and technical staff really liked what they saw in Service-now.com as a next-generation application that they would actually enjoy using.” – Tracy Schroeder, University of San Francisco VP of IT

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  “It was the first time in recorded Juniper history that our engineers were actually excited about a product. They saw it from a more technical aspect and were greatly impressed by the Web 2.0 capabilities, the Web-based model, and the fact that it actually worked in their various browsers.” – Chris Terzian, Juniper Networks Senior Technical Lead

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  “We’ve been able to take the positive results of our KPIs back to the business units to help drive a change in thinking from the business about IT as an actual partner and not just a cost center.” – Garrick Vance, OhioHealth Process Manager

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  “We could focus on the charter of our IT organization, which is to service the business, not to set up a new service management tool every two to three years.” – Ronald Hunse PriceWaterhouseCoopers – Netherlands Manager of IT Operations