Ya I know BMC has Self-Service desk which is the lite version, but this may be another highly light weighted browser based IT services tool which is totally easy and simple to use. I was wondered when I found this company is owned by former CTO of Perigrene Inc.(a.k.a. Remedy Owners for little time). I have seen the demo and should say its simple and clear, even non technical person can understand what he needs to do in order to get things done.
The Service-now.com IT Service Management Suite is designed to help streamline IT operations internally and with your user community. Rich in functionality and entirely browser based, the IT Service Management Suite offers:
- Employee Self-Service portal
- IT Employee User interface
- Management Reporting and Dashboards
In there own words:
What is Service-now.com?
Service-now.com is a role based, web-native, best of breed IT Service Management application that takes full advantage of the web to deliver ITIL Service Management and ITIL Extended Service Modules to a browser on a desk top.
ITIL Service Management Modules include:
- Incident Management
- Configuration Management
- Problem Management
- Change Management
- Release Management
- Service Catalogs
- Service Level Agreement Management
Other modules include:
- Reporting, Dashboards and Online Analytical Processing (OLAP)
- IT Asset Contract Management
- Regulatory Compliance
These are the core set of disciplines that enable a company to manage the use of their corporate IT assets. Everything from restoring service to tracking assets to capturing data that assists in minimizing outages to insuring that changes to the environment are well documented and non-disruptive.
Service Extensions include:
- Employee Self-Service
- Knowledge Management and News
Service extensions are part of managing the expectation of, communicating with and empowering the end user community as well as general management of the IT infrastructure. Bottom line, the more the user can do effectively without the assistance of IT staff, the more able IT is to respond to the revenue producing requirements of the business.
Check it out for yourselves:
To login to a live demonstration instance of Service-now.com, simply select a role from the below list. Enter the corresponding user name and password into the login fields. It’s that easy!
How to Log in –
|The System Administrator||admin||admin|
|An employee in the IT department||itil||itil|
|An employee that does not work in the IT department||employee||employee|
The advantages of this tool will be like no worry about installation, updates, maintainence, reporting, and backup and many more other things which we face when using ITSM modules. The downside of this will be lack of high customizations or custom built applications and few more things which we can get done by BMC tools :).
Considering the cost involved in implementing a new helpdesk or any IT related softwares, the cost of hardware, software, resources, maintainence, upgrades and time spent Service-Now has the edge over all these.