The Future of IT Management Driven By Web 2.0 and SaaS

discussion points SaaS is software evolution Web 2.0 and SaaS Financial advantages What’s on the horizon

SaaS is software evolution

Web 2.0 and SaaS

Financial advantages

What’s on the horizon

ITSM evolution 1998 2008 1992 1981 simplicity & power increasing community served

why evolution must occur Highly complex, rigid ITSM applications Months to years to implement without assurance it will work Painful re-implementations to receive little new functionality Complex user interfaces and process flows reduce adoption Very difficult to get information for reporting Vendors pushing “OOB” best practices Customizing apps to support your business processes seen as taboo Customization leads to “version lock” Rigid customization facilities make it difficult to change processes Technology often gets in the way of progression High cost Excessive licensing costs with multiple dependencies High-cost consulting fees, specialized resources Multiple technologies in ITSM suite requires redundant people and infrastructure High-dollar integration efforts that break in an upgrade or system change

Months to years to implement without assurance it will work

Painful re-implementations to receive little new functionality

Complex user interfaces and process flows reduce adoption

Very difficult to get information for reporting

Customizing apps to support your business processes seen as taboo

Customization leads to “version lock”

Rigid customization facilities make it difficult to change processes

Technology often gets in the way of progression

Excessive licensing costs with multiple dependencies

High-cost consulting fees, specialized resources

Multiple technologies in ITSM suite requires redundant people and infrastructure

High-dollar integration efforts that break in an upgrade or system change

things vendors knew in 2004 Web would be primary source for communication and research Browser-based apps would increase user uptake People live in their inboxes Once in production, customers continually refined processes Integration to multiple systems was the norm Reporting drives business decisions Upgrades needed to be perfected and impact free Service management meant understanding offered services Adoption was going to rise precipitously

SaaS is software evolution Costs pushed to vendor - hardware, software, system security, disaster recovery, maintenance, monitoring Core competencies - organizations shift resources to core competencies, vendors focus on managing their SaaS More efficient deployments – instant evaluation, more collaboration between vendor and IT organization, much faster deployments Modern, Web 2.0 interfaces - drive technician usage and better customer interaction with IT Shelfware & maintenance non-existent - pay for what you use Always on current version – version-free software equates to customer capitalizing on the latest available technology

Costs pushed to vendor - hardware, software, system security, disaster recovery, maintenance, monitoring

Core competencies - organizations shift resources to core competencies, vendors focus on managing their SaaS

More efficient deployments – instant evaluation, more collaboration between vendor and IT organization, much faster deployments

Modern, Web 2.0 interfaces - drive technician usage and better customer interaction with IT

Shelfware & maintenance non-existent - pay for what you use

Always on current version – version-free software equates to customer capitalizing on the latest available technology

2007 2008 SaaS adoption doubled in 12 months Source: ‘SaaS Market Surging’, Jeffrey M. Kaplan, ThinkStrategies, and Cutter Consortium

SaaS adoption doubled in 12 months Source: ‘SaaS Market Surging’, Jeffrey M. Kaplan, ThinkStrategies, and Cutter Consortium

simple & consistent Modern, consistent Web 2.0 usability Single administration across all processes Organic development, no acquisitions Web 2.0 and SaaS flexibility Quickly change business processes, impact-free Use out of box, customize or build new apps Licensing designed for you lower cost Reduce IT management costs by 60% Implement at fraction of subscription fee Zero infrastructure and upgrade costs speed to market Implement in 25% time Automate more processes faster Continuous improvement

simple & consistent

Modern, consistent Web 2.0 usability

Single administration across all processes

Organic development, no acquisitions

flexibility

Quickly change business processes, impact-free

Use out of box, customize or build new apps

Licensing designed for you

lower cost

Reduce IT management costs by 60%

Implement at fraction of subscription fee

Zero infrastructure and upgrade costs

speed to market

Implement in 25% time

Automate more processes faster

Continuous improvement

Web 2.0 and SaaS effortless integration Web-services shrinks integration time, cost Secure integrations HTTPS, SOAP, WSDL 50+ released and supported integrations lower risk Minimal upfront investment Demonstrate positive results faster Always on the current version, no version-lock control Big bang or phased implementation Use ITIL and customize to meet your needs Complete visibility through native reporting secure SAS 70 Type II data centers, redundancy Encryption, single sign-on, VPN tunneling Dedicated database & application set

effortless integration

Web-services shrinks integration time, cost

Secure integrations HTTPS, SOAP, WSDL

50+ released and supported integrations

lower risk

Minimal upfront investment

Demonstrate positive results faster

Always on the current version, no version-lock

control

Big bang or phased implementation

Use ITIL and customize to meet your needs

Complete visibility through native reporting

secure

SAS 70 Type II data centers, redundancy

Encryption, single sign-on, VPN tunneling

Dedicated database & application set

costs analysis $ Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 upgrade, hardware refresh initial implementation upgrade / hardware refresh ongoing maintenance initial implementation automate processes at your own pace SaaS Legacy Tools low predictable costs

what’s on the horizon?

conclusion Web 2.0 drives increased usability and collaboration SaaS offers substantial cost savings, predictability and flexibility The largest IT organizations in the world have adopted SaaS

Web 2.0 drives increased usability and collaboration

SaaS offers substantial cost savings, predictability and flexibility

The largest IT organizations in the world have adopted SaaS

additional info Learn more at http://www.service-now.com No registration demo at http://demo.service-now.com Request more info at http://info.service-now.com/forms/request-information Thank You!

Learn more at http://www.service-now.com

No registration demo at http://demo.service-now.com

Request more info at http://info.service-now.com/forms/request-information

questions and answers