Whitepapers
ITSM meets Social Media
Social networks, pervasive mobility, cloud services, and smart process with an emphasis on people-oriented service are redefining IT. We must now prepare and transform organisations in the new age of IT 3.0 – using the recent advances in technology and a more practical approach to process to deliver a true people-centric IT system. A system that simply works the way people expect. ServiceNow pioneered the SaaS IT Management solution and is a leader today in transforming the way business and IT communicate. View PDF
IT 3.0 Manifesto – Finally, IT for the People
Enterprise IT is now fixed at the core of the business and remaining barriers between IT and the business are coming down quickly. IT is transforming now and we are witnesses, but who will be active participants and who will be passed by? Read on to discover how modern IT organizations transform to achieve IT 3.0. View PDF
CIO Discussion: Keeping the Lights On, When it Matters
ServiceNow recently brought together nine enterprise CIOs and IT leaders to discuss how to successfully execute IT strategy in today’s world. In the roundtable discussion, they shared their experiences and pooled their thoughts on modern best practice for delivering IT services. This white papers captures the discussion and describes their approach to defining and executing IT strategy. View PDF
Social IT – Helping People, Promoting Culture, Improving Collaboration
Social networking levels the playing field, allowing for more voices to be heard and ideas to be spawn from the bottom up. The social enterprise no longer carries a negative connotation and instead suggests forward thinking, superior internal communication and accelerated global connectivity. This white paper takes a look at the adoption and evolution of social IT within ServiceNow. View PDF
SaaS Economics
Legacy ITSM solutions carry a hefty price tag from the get-go. Tally up spending on customizations, piece-part licensing and upgrades, and the cost of ownership can reach obscene proportions. When delivered on demand in a software-as-a-service (SaaS) model, ITSM gets a whole lot more palatable from a total-cost-of-ownership (TCO) perspective. No need to invest big bucks up front, or choke down hidden charges, exorbitant maintenance fees that emerge over time or pricey consulting fees that crop up every time you want to do more than a little tweak. Rather, you pay only for what you need, when you need it, based on subscription pricing for flat-cost predictability. This paper explains why the safe bet is no longer the smart bet. View PDF
Help Desk Help
At a growing number of businesses, help desks need help themselves. For years, companies needing to resolve incidents and problems have relied on traditional help desk systems. Among the most popular of these has been HP’s Service Desk offering, part of that company’s venerable OpenView IT management portfolio. However, in recent months HP Service Desk users have been plagued by uncertainty concerning the future of the offering. View PDF
