SOURCE: Service-now.com

September 10, 2008 13:55 ET

Service-now.com Customer Orrick Named itSMF Project of the Year Finalist

Orrick Leverages ITIL v3 and Software-as-a-Service to Deliver Enterprise 2.0 IT Service

SAN FRANCISCO, CA--(Marketwire - September 10, 2008) - itSMF USA Fusion 08 -- Orrick is named a finalist for the itSMF Project of the Year award at itSMF USA Fusion 2008. Orrick is judged in a category with eight other world-class IT service projects but was the only project to include on-demand software-as-a-service technologies.

Orrick facts

-- A global law firm with clients in more than 100 countries.

-- Orrick service desk provides service to 2400 Orrick lawyers, staff and business partners around the world, 24x7x365.

Challenge

-- Set out to reduce licensing costs on an aging IT service desk application.

-- Legacy service desk did not accommodate Orrick IT service processes.

-- Initial internal resistance to service desk replacement and full-scale process change.

Evaluation

-- Initially considered more than 20 service desk vendors.

-- Shortlist included Service-now.com, BMC Remedy and other technologies.

-- Service-now.com won the business based on flexibility, ease of use and ability to support rapid adoption of ITIL processes.

Solution

-- Integrated solutions included Service-now.com IT service management and RightAnswers Knowledge Base delivered via Web-based software-as-a-service.

-- Implemented full enterprise 2.0 IT service delivery platform including incident and change management in six months.

-- Easy Web-based integration between Service-now.com Incident Management and RightAnswers Knowledge Base for self-service and support analysis.

-- Using Service-now.com Discovery to populate the Service-now.com CMDB with data, inventory and CI relationships from more than 25000 IT assets.

Benefits

-- Processes liberated by the tool. Service-now.com usability and flexibility supports and enhances Orrick's established ITIL v3 processes.

-- More value for the money by eliminating the legacy application for a modern, ITIL-aligned solution.

-- Legacy application only provided incident management. New solution provides incident, IT asset, knowledge, problem and change management.

-- Implemented Service-now.com Incident Management in 21 days with more than 80 percent first-contact incident resolution.

-- The SaaS low cost of ownership allows Orrick to repurpose IT resources to drive business.

Multimedia resources

-- Orrick service desk on YouTube

-- Service-now.com logo

Quote

Jacque Rowden, Orrick user services manager, said, "In the past, our legacy service desk tool kept us from providing optimal IT services. However, Service-now.com is flexible enough to accommodate our processes instead of hindering them. Now we have a complete service desk that allows us to focus on what we do best -- provide top-notch IT service."

About Service-now.com

Service-now.com is the pioneer of on-demand IT service management software. Service-now.com integrates ITIL v3 processes, software-as-a-service delivery, and Web 2.0 functionality to deliver a flexible, intuitive and self-managing application. Service-now.com was founded by Fred Luddy, former CTO of Peregrine Systems and Remedy. The company has more than 190 customers worldwide.

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