SANTA CLARA, Calif.--(BUSINESS WIRE)--ServiceNow (NYSE:NOW), the enterprise IT cloud company, today announced ServiceNow Express, a new, easy-to-use, cloud-based IT service management (ITSM) solution. Express offers a highly standardized solution that can be rapidly deployed with process templates and definitions as well as minimum configuration and customization requirements.
IT teams often rely on email, spreadsheets and homegrown solutions to manage IT requests, such as resolving device and system issues, resetting passwords, and solving network problems. Without visibility into these requests, IT teams struggle to assign work to the right expert, resolve bottlenecks and provide timely responses to employees.
Express offers a better way to run IT, providing administrators a single view of all service requests and enabling them to be more efficient in addressing the work required to fulfill those requests. IT can manage the requests they get from across the business through an easy-to-use interface that runs on any mobile or computing device.
With Express, IT teams have a powerful new IT automation solution that provides these key functions:
- Incident, problem and change automation to speed the assignment and resolution of tickets, fix recurring issues and help IT teams stop managing services with email.
- Asset tracking to replace spreadsheets with a single system of record to see what assets the IT team manages, where assets reside, how they are performing and what issues are tagged to them.
- Visual Task Boards to give IT managers a unique and easy way to assign the team work through a drag-and-drop interface, including changing assignee, adding tasks, resetting priorities and collaborating with the team.
- One-click reporting on any metric to track performance and demonstrate the value of IT to business leaders.
“ServiceNow Express is a solution designed to help organizations overcome common ITSM technology adoption challenges,” said Adam Holtby, research analyst, Ovum. “The technology has been designed to be easily configured and quick to implement – delivering the fast time-to-value that many IT departments demand.”
Express is purpose-built to get IT up and running quickly with these elements:
- Pre-configured workflows and more than 150 report templates speed time to value. IT teams can use the templates to automatically run reports rich with easy-to-read graphs, charts and lists and then send them to a group of users.
- Codeless business rules help administrators define automatic data entry behaviors and assignment rules to track key metrics and ticket routing, such as automatically creating incidents from end-user emails.
- A quick-start guide and an administration home page designed for time-strapped IT teams to get up and running rapidly with their in-house resources.
Express includes enterprise-strength features such as a self-service catalog and knowledge management to automate manual functions and provide self-help and a configuration management database (CMDB) to build a single system of record for IT services and equipment. Express customers are tapping the same ServiceNow cloud and service model as many of the most recognizable brands in the world.
Customers of Express include Ziegler, a specialty investment bank; DealerSocket, a software provider delivering CRM for the automotive industry; and Seventy Seven Energy, a diversified oilfield services company.
“Getting incident management up and running quickly with ServiceNow Express was a big win for us, as we are seeing up to a 20 percent improvement in the time it takes to resolve open issues,” said Sid Bhatnagar, senior vice president and CIO, Ziegler. “We also needed an IT service automation solution that could grow with us. As we transform our IT operations, this system will provide the foundation to manage other services, such as those supporting our wealth management team.”
“Express has been a great investment for us. It has given us a much needed discipline around change management,” said Neha Patel, vice president, IT Operations, DealerSocket. “We used to run changes through email and phone conversations. Express added a formal change process, which has helped us keep users informed as well as streamline the auditing process. Now we can run reports out of Express that show the changes our team made. Other divisions have seen the value and have requested the Express change application for their own use.” Patel added, “We merged three legacy ticketing processes into one. Express has been key to taking full control of IT.”
“Express offers simplicity without compromising functionality,” said Jarin Dykstra, senior manager, Information System Operations and Infrastructure, Seventy Seven Energy. “Having a cost-effective, all-in-one service management solution that gives us a single system of record was the crucial selling point for us. Express will allow us to easily grow our IT services as our business requires.”
“Using personal productivity tools like email and spreadsheets to run corporate functions just does not scale – no matter what size your company happens to be,” said Dave Wright, chief strategy officer, ServiceNow. "We introduced Express to help IT teams rapidly stand up a service management experience and deliver user value. Express is highly standardized to minimize, or even better, eliminate, configuration and customization."
Availability and Pricing
Express is available today in the U.S. and Canada. Pricing starts at $50 per user per month with a minimum one-year contract.
For more information and a demo, visit www.servicenowexpress.com or watch the video.
About ServiceNow
ServiceNow is the enterprise IT cloud company. We transform IT by automating and managing IT service relationships across the global enterprise. Organizations deploy our service to create a single system of record for IT and automate manual tasks, standardize processes and consolidate legacy systems. Using our extensible platform, our customers create custom applications and evolve the IT service model to service domains inside and outside the enterprise. ServiceNow transforms IT from the department of no to the department of now. For more information, visit www.servicenow.com.
ServiceNow and the ServiceNow logo are registered trademarks of ServiceNow. All other brand and product names are trademarks or registered trademarks of their respective holders.
