Ser ice-now.com. On Demand IT Service Management

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1 Ser ice-now.com On Demand IT Service Management Combining ITIL V3 guidelines with Web 2.0 technology, we offer Software as a Service that is thoroughly modern in its delivery, price and value. Approachable and attractive, integrated and complete, designed for the Global 2,000. You ve never seen IT management done like this before...

2 who is service-now.com: We are the leader in ITSM innovation delivering the first and only proven ITSM application via Software as a Service (SaaS). Experiencing explosive growth since our inception in 2004, our customer base has more than doubled year-over-year and every one of our customers is a reference and on the current version. Our founder and CEO, Fred Luddy (13 years experience as CTO of Peregrine Systems and Remedy), is a top thought leader in the IT service management industry. More than 400 combined years of ITSM experience translates into a finely-tuned application, business philosophy based on collaboration, and the best implementation experience in the business. We represent a tectonic shift in vendor/client relations. Our approach to business is based on partnership with no hidden fees or agenda. No extortive licensing or maintenance fees. We are completely transparent in everything we do. We make a living helping IT organizations recover from misfortunate experiences with legacy software vendors, whether it is a forced re-implementation to a new 7.x platform, the inability to get an application to work or lack of focus on customer needs. We have a great deal of experience replacing archaic technology with technology that just works. We often hear, what s the catch? It s very simple: there is no catch and no hidden agenda. We believe in conducting business in a way that helps us both win. Period. why our technology is different: 100% Web based is just part of the story; we use the Internet as our development and delivery platform. Our unrivaled Web 2.0-based user interface makes our application set far more intuitive, powerful and flexible; matching business to consumer experiences. Our first line of code was written using ITIL as our blueprint. Nobody has a broader set of applications integrated through a single platform, using a single data source. Not a cobbled together set of acquisitions and partnerships. Auto-upgrades free you from version lock guaranteeing you are always on the current version, using the latest functionality. Customize to your heart s content or organizational needs knowing that auto-upgrades guarantee your work is kept intact. We have completed 3,100 successful upgrades in two years; the most recent release upgraded over 1,000 instances in two hours. No customizations affected. Our competition has been in business for more than 15 years and can t match these stats. Scalability beyond the norm: one of our many Global 2,000 customers runs 8,000 concurrent users, manages more than 400,000 CIs in the CMDB and resolves 150,000 incidents per month. Through our non-disruptive upgrades, you receive new innovative functionality three times a year for no additional fee - it s part of your annual subscription. You will never see an 18 month roadmap from us. Instead, we highlight our planned releases on our Wiki. We deliver more than 30 integrations to most any technology or data source that can be completed in days or weeks, not months or never. SAS-70 Type II data centers and world-class infrastructure, application and communication security ensure you are protected. Unlike other SaaS vendors, we let you choose where you want your ITSM SaaS instance to live - hosted by us or in your data center. Regardless it is still SaaS. Unlike other SaaS applications, we give you your own dedicated database and application set; we gladly trade in higher revenue margins to ensure your instance is stable, customizable, secure and lightning-fast. Truly fair and predictable subscription licensing means we are committed and financially motivated to ensure your success. Support, maintenance, upgrades and employee self-help included at no charge. We want to give you every opportunity to evaluate our technology. Visit and see how we deliver the fastest proof of concept to production time on the market, bar-none.

3 the pioneer of on demand ITSM platform as a service Using the internet as the development and delivery platform, Service-now.com has taken intuitive Web 2.0 technologies, ITIL V3 standards, and a unique SaaS delivery model and packaged them into an affordable, enterprise scalable application. The results: all Service-now.com customers are on the current version receiving cutting-edge technology three times a year, able to implement ITIL processes faster and focus resources on driving the business forward. a welcome change to IT service management Software as a service (SaaS) is revolutionizing the technology industry. Applications using the internet as the development and delivery platform are proving to be more flexible, user friendly, cost effective and easier to manage. According to Goldman Sachs, Software as a Service is the most impactful trend in software currently. SaaS solutions solve many of the problems that traditional software faces, including large upfront license fees, long time to implementation and access issues by a mobile workforce. service-now.com is the future of ITSM Service-now.com is the pioneer of On Demand IT Service Management. We combine IT Infrastructure (ITIL) V3 guidelines with Web 2.0 technology and deliver our applications via software as a service in a fully hosted fashion or implemented on premise in your data center. Inspired by Yahoo!, Apple, Amazon.com, and Google, we aspire to deliver a user experience that rivals the intuitiveness of Web 2.0 business to consumer applications. We are redefining the IT management market. In addition to helping organizations fix their age-old problems, we provide the platform to tackle service management challenges that have been perceived as too complex to realistically address with software. We believe that an organization, regardless of size or complexity, requires a single system of record for all processes being used to acquire, deploy, manage, assess and retire business services. Effective IT service management is all about implementing process with as much automation as possible, remaining flexible to business requirements and responding to key performance indicators to ensure business improvement. Unique to Service-now.com, our customers rely on us as a vital component to help them achieve their service delivery goals. We assume complete responsibility of your hosted ITSM application set. Because we are the application experts, you can leave the maintenance, upgrades, monitoring, storage and security to us freeing resources to focus on initiatives that drive your business forward. According to the Aberdeen Group, enterprises using software as a service business solutions are recognizing a 28 percent decrease in IT management spending. CORPORATE BROCHURE - 1

4 complete and modular ITSM Service-now.com ITIL-based applications are built on a single platform as a service and include common workflow, business rules, notifications, reporting, customization, and administration facilities. Each application within Service-now.com leverages shared platform resources to increase system automation, process integration, and user interface and data consistency. While Service-now.com heavily leverages role-based and contextual security to ensure relevant information and tools are presented to specific users, the application operates consistently across all role types and applications. This approach is very different from legacy vendors that have attempted to cobble together a complex set of acquisitions and partnerships. While most organizations tackle ITIL implementations for similar reasons, they have very different pain points and objectives which lead to unique starting points - whether it is regulatory compliance, to cut costs or fix IT s perceived value. Service-now.com is designed to be deployed in a modular fashion allowing you to solve your immediate business needs while providing the opportunity to easily turn on new applications and users as your organization grows and needs evolve. We pride ourselves in working with our customers to define our application set. Our innovative functionality can be attributed to our customers continuous input based on real-world experience. Our SaaS delivery model allows us to quickly develop new functionality that our customers can use on day one. With Service-now.com, version lock is a thing of the past. service request Inspired by consumer web shopping experiences such as Southwest Airlines and Amazon.com, Service-now.com Service Request automates complex workflows in a simple and flexible manner. It offers an intuitive and approachable online ordering experience for requesters and automates fulfillment workflows that the largest and most complex organizations require. Once an order is placed, the customer can track its progress much like tracking a shipment online with UPS or FedEx. service catalog Service-now.com Service Catalog supports the creation and publication of both business and technical services managed within a single service portfolio. Service managers can easily define the service lifecycle including service terms, entitlements, SLAs, resource requirements, workflow procedures and retirement activities. Because the configuration management database (CMDB) is the foundation of the Service Catalog, service definition is an automated process. The Service Catalog presents managed services in list format and via graphical business service mapping. Service managers and administrators can publish services within the Service Request Catalog allowing end-users to request goods and services in a way they have grown to expect from consumer applications. incident management Service-now.com provides an ITIL-based Incident Management application to proactively manage the resolution of incidents affecting the availability or usability of people, processes or configuration items (CIs). Incident Management manages the complete lifecycle of an incident from initial creation through prioritization, categorization, assignment, escalation and resolution. Incidents can be created manually by service desk staff receiving reported issues or automatically via , Web submissions or through events monitored by third-party systems management solutions. Service-now.com presents unique incident diagnostics and queue features and boasts tight integration to Service Request, Problem, Change, Knowledge Base and CMDB. 2 - service-now.com - pioneer of on demand IT service management

5 problem management Service-now.com Problem Management arms problem managers with the tools they need to identify the root cause of incidents and proactively analyze the environment for potential problems. Tight integration with the CMDB, Incident Management, Change Management, Knowledge Management and employee self-help set Service-now.com Problem Management apart from the competition. Problem Management automates matching of incidents to problems and known errors to help problem managers quickly assess, provide work-arounds and launch a request for change (RFC). In many cases, a problem is resolved by executing change activities. Service-now.com Problem Management is built on the CMDB allowing problem managers to graphically view all affected CIs. Because Service-now.com leverages the CMDB as the single source of record and Change Management is tightly coupled with Problem Management, problem managers can equip change managers and change advisory board (CAB) with complete information about the problem and the expected change outcome. Servicenow.com Discovery and Application Dependency Mapping allows problem managers to verify change completion and close the problem record with cascading effects on related incidents. release management Release Management helps reduce the risk of IT changes to hardware, software and services. Service-now.com helps implement your release management discipline by providing on-demand capabilities for planning, building, testing, quality assurance, scheduling and deployment of hardware, software and services. Definition and enforcement of release readiness procedures and requirements are all part of the Service-now.com Release Management module. The module is designed to track release phases for auditing purposes and manages release candidates within the definitive media library (DML). The Service-now.com Release Management module is used as the basis of our collaborative customer deployments. The module is the common queue to check implementation status and progress, re-assign tasks and modify your plan as needed. change management The goal of Change Management is to ensure standardized methods and procedures are used for the efficient and prompt handling of all changes. This allows the IT organization to control the flow of changes and minimize the impact of change-related incidents on service quality, consequently improving the day-to-day operations of the IT organization. Service-now.com provides an ITIL-based Change Management application designed to proactively manage installations, moves, adds and changes of CIs. Service-now.com Change Management is tightly integrated with the CMDB enabling change managers to graphically view the impact of changes, schedule change activities and adhere to change black-out dates. Common workflow links Change Management to Service Request, Problem Management and Release Management. Change activities that result in the arrival of new incidents can be tracked and linked for further problem management. Finally, Service-now.com Discovery and Application Dependency Mapping automatically verifies the successful completion of change activities by reconciling discovered data with CMDB data. knowledge management There are many sources of knowledge across an organization including personnel knowledge, disparate documents, internal and external knowledge databases, known error repositories and Internet search engines. Knowledge Management sets out to centralize disparate knowledge so that it can be easily accessed by IT staff. In practice, a comprehensive knowledge management strategy can eliminate the dependence on specific individuals, increase the overall knowledge of the IT staff and speed service desk response and resolution times. Service-now.com facilitates lifecycle management of knowledge including authoring, validation, approvals, updating and retirement. Free-form text fields, multiple attachment formats, and integration to knowledge sources including internal knowledge bases such as Sharepoint and external knowledge sources such as Yahoo!, Google and Wikipedia are all part of the package. The Service-now.com Knowledge Base plays an active role in employee self-help, incident management, problem management and known error correlation. service level management Service Level Management (SLM) can be used to increase a positive perception of IT by highlighting successful fulfillment of agreed upon services. More fundamentally, SLM provides a framework in which IT can work with business users to define and measure their ability to meet commitments. Similar to Workflow and CMDB, Service Level Management is a foundational component of all Service-now.com modules. SLAs are defined using a graphical workflow interface that allows users to easily specify actions based on time durations and percentages. The SLM module tracks response times and reacts to service availability by enacting escalations and notifications. SLAs, operational level agreements (OLAs) and underpinning contracts (UCs) are tracked independently and are aggregated under parent SLAs. Built-in reporting allows IT to share measured results with business owners or to keep the results to determine how to better deliver on commitments. CORPORATE BROCHURE - 3

6 configuration managment database The configuration management database (CMDB) offers little value if it isn t highly integrated with the processes it supports. The Service-now.com CMDB provides a single point of visibility for IT to track the relationships of services to underpinning IT assets and configuration items. Because our CMDB is built on the same platform and code base as the rest of our ITIL-based modules, you can expect higher levels of automation and data consistency. The Service-now.com CMDB is designed to be prescriptive, but at the same time open and flexible. Service-now.com CMDB automates the definition and provisioning of services through our intelligent CI-mapping capabilities. The CMDB is populated through multiple supported integrations to third-party discovery tools, as well as our own natively integrated Discovery and Application Mapping module. Our vision of extending IT service management to ERP for IT rests on our ability to leverage the CMDB as the single system of reference for all IT processes. To deliver on this vision, our system is designed to only present information that is relevant to the specific process and user at the time of need. Role-based and contextual security ensures users are not overwhelmed with unnecessary data, making CMDB content actionable and much easier to digest. financial & contractual asset management Service-now.com Asset Management capabilities help IT track and optimize resources at every stage of the asset lifecycle. IT asset management helps manage the physical, financial and service attributes of IT hardware and software assets including the four Cs of asset management: characteristics, configuration, costs and contracts. It is the discipline of managing finances, contracts and usage of IT assets throughout their lifecycle for the purpose of maintaining an optimal balance between business service requirements, total costs, budget predictability and contractual and regulatory compliance. IT asset management activities include the management of inventory, software licenses, vendors, procurement, leases, warranties, cost accounting, retirement and disposal. Relational view of the CMDB presented in a business services map and populated by Service-now.com Discovery or 3rd party tools. discovery & application dependency mapping The ability to automatically discover network-attached assets and build relationships between applications and infrastructure components fundamentally changes the way IT operates. IT is no longer driven to optimize technology, but to optimize service availability and performance. Application users don t care about routing tables and WAN acceleration devices they care that their application is up and running smoothly. The Service-now.com Discovery and Application Dependency Mapping module automatically populates and maintains an accurate and up-to-date CMDB. It discovers all network-attached configuration items (OSI layers 2 through 7) and determines the logical and physical relationships between CIs resulting in a pre-populated and mapped CMDB. Our approach to populating the CMDB helps automate and make the service definition process a reality. ITIL V3 meets SaaS In a world where standardization is the ultimate goal; SaaS blended with the IT Infrastructure Library (ITIL) is a great option for large organizations. ITIL is the de facto best practice framework for managing IT infrastructure, development and operations. The goal of ITIL is to help organizations better deliver and measure cost effective IT services through standardized processes, terminology and automation. ITIL recommends organizations seek automation to increase process efficiency and accuracy. SaaS embodies ITIL philosophies by automating the delivery of enterprise applications and transferring maintenance responsibility to the software publisher, freeing valuable resources to focus on activities that drive your business forward. Service-now.com provides the basis for automating all ITIL processes using a single, simple and flexible SaaS toolset. Our first line of code was written using ITIL as the blueprint to define our applications such as service request, service catalog, incident, problem, change, release and configuration management as well as a number of extension processes including knowledge management, service level management and service asset management. Recently, the UK Society of IT Management announced that one Service-now.com customer, The Central Office of Information (part of the UK government), is more advanced than any other public sector group in meeting ITIL V3 guidelines. 4 - service-now.com - pioneer of on demand IT service management

7 proven, enterprise-wide scalability Service-now.com has proven scalability supporting the largest enterprise-wide deployments global organizations with more than 8,000 concurrent users. 98 percent of customers have deployed Service-now.com enterprise-wide, and each and every customer is a reference. Our subscription licensing model and packaging enable you to adopt Service-now.com applications in phases, at your own pace. A Global 2,000 financial institution customer, with over 8,000 concurrent users, resolves 150,000 incidents per month, manages more than 400,000 configuration items in the CMDB, including 25,000 servers. A Global 2,000 technology company tracks and manages the effectiveness of 450 service catalog items and resolves 65,000 incidents per month. A Fortune 1,000 financial institution captures and resolves over 70,000 incidents and changes monthly and manages more than 500 business and technical services in the Service Catalog. A Global 2,000 hotel and resort company supports more than 155,000 global end users. A Fortune 1,000 retail company tracks 125,000 Configuration Items in their CMDB. it s true, SaaS is extremely customizable Upon development of Service-now.com, we set out to solve two main issues with existing software as a service technologies: Deliver powerful customization features designed to give customers the ability to easily alter the way the user interface appears and operates, change and develop business rules to meet specific requirements, and extend the database schema to support the tracking and capturing of necessary data. Preserve all customer customizations through upgrades by recognizing customer code changes and automatically applying new features and functions that compliment those changes. Unlike other SaaS applications, Service-now.com was built to be customized. Many customizations such as form design, field behavior, database extension and workflow design are all accomplished with simple right-click functions and GUI-based tools. You can customize the application to your heart s content or business need with the assurance your customizations will never disappear. Service-now.com is segmented into more than 3,000 small functional components including tables, forms, business rules, UI policies, UI actions and notification rules. Because Service-now.com is built in small components and we heavily automate our release activities, we can quickly apply enhancements without affecting your changes. Each instance automatically captures an actionable audit log of all your customizations which is used to prevent upgrade collisions. The system automatically recognizes your changes and surgically enhances only those components of your application that you have not updated. The result is preservation of all customizations and continued interoperability of your instance. No other client/server or SaaS application set can match the automation we deliver around our upgrade process. always on the current version The Service-now.com upgrade process is an extreme departure from traditional client/server technology. Like an artist, our work is never done - we continue to improve the application set. We guarantee to keep up with your evolving needs by delivering new, relevant functionality three times a year - all of which you can expect to use on the day of the release. Service-now.com auto-upgrades are non-disruptive and are included in your annual subscription fee. Service-now.com successfully upgraded more than 3,100 instances during the past two years, and in our latest release, 1,000 instances were upgraded in two hours. As a result, all Service-now.com customers are on the latest version using the latest functionality. In three years, we have released 12 upgrades, customers have not experienced downtime, and all customizations were kept completely intact. CORPORATE BROCHURE - 5

8 hosted or on premise deployment The Service-now.com architecture is startlingly different, even for on demand software. Realizing that each IT organization has different needs, we offer multiple deployment options. While more than 90 percent of our customers choose to have us host their instance, some customers deployed the system on premise, in their data center. Regardless of the deployment location, your Service-now.com instance is still SaaS! We manage, monitor and handle upgrades and patch deployments remotely. As a hosted service, we provide our customers with their own set of applications and databases. Each Service-now.com instance runs under a separate Java Virtual Machine accessing a separate relational database. single tenant data and code consolidation security is a top priority We understand successful partnerships are built on confidence. Your confidence in our ability to provide a secure service delivery platform is paramount. As an on demand solution provider, we recognize data security and system integrity are first and foremost on our customers list of requirements. We combine our years of IT service management experience with world-class infrastructure technology and security to ensure you are protected. We deliver confidence in six key areas: physical security We offer the widest range of redundant physical security features available including fire alert and gaseous fire suppression, video camera surveillance, secured and escorted access with on-premise law enforcement and always-on power systems. communications security Our comprehensive defense and response systems include firewall protection, VPN tunneling, multiple layers of encryption (SSL/TLS) and LDAP security. We provide secure integrations to prominent third-party systems and data sources. costs, budget predictability and contractual and regulatory compliance. IT asset management activities include the management of inventory, software licenses, vendors, procurement, leases, warranties, cost accounting, retirement and disposal. data and code isolation We provide our customers with their own set of applications and databases. Customer databases are private and not intermixed with any other organization s data. This is a key tenet of our architecture that not only provides security, but also enhances manageability and reliability. audit and compliance We deploy governance strategies designed to ensure customer privacy, meet auditing standards including SAS-70 Type II and help support regulatory initiatives. data security We preserve customer data through redundant systems including scheduled backups to a second server and a geographically separated disaster recovery facility, password protection and system monitoring. Formal disaster recovery and business continuity plans are defined and tested. application security We deliver acute application security functions focused on user authentication, access control and auditing. Service-now.com is governed by encrypted password protection, role-based and contextual security. Each interaction is logged for auditing purposes. It is the discipline of managing finances, contracts and usage of IT assets throughout their lifecycle for the purpose of maintaining an optimal balance between business service requirements, total 6 - service-now.com - pioneer of on demand IT service management

9 SOA-based integrations Product Integration Single Sign On Business Applications Events/ Alert / Alarm services company wide Discovery Data ITIL Configuration Item and Asset Discovery PGP Oracle Financials Tivoli (TEC) Events collected from other Tivoli products Bi-directional IBM CCMDB Configuration Item & Asset Discovery Bi-directional The future lies in open systems communicating over standard protocols such as SOAP and Web Services. The Service-now.com Web-native Service- Oriented Architecture (SOA) facilitates integrations in days or weeks, not months or never. Whether applications are on-premise or hosted, Service-now.com delivers over 30 released and supported integrations to virtually any 3rd party application or data source including Microsoft SMS, HP OpenView, Tivoli TEC, Oracle Financials, and LDAP. A variety of techniques are used to achieve 3rd party integration, most notably HTTPS, VPN tunneling, Web Services, JDBC, JMS and . SAML Digest Site Minder Oracle PeopleSoft Human resource management Salesforce.com ( CRM ) customer relationship managemnt Right Answers Knowledge Management SAP SPECTRUM Performsance & availability of IT infrastructure HP OpenView Configuration Item & Asset Bi-directional JMS Java messaging services LDAP Lightweight Directory Access Protocol Altiris Configuration Item & Asset Discovery HP OpenView Configuration Item & Asset Discovery LanDesk Configuration Item & Asset Discovery MSFT SMS Configuration Item & Asset Discovery more efficient implementations Service-now.com offers 30+ released and supported integrations. Nimsoft performance & availability monitoring EMC Smarts ADM Application Discovery EMC nlayers Application Discovery& Mapping Service-now.com implementations are drastically different from legacy client/server implementations. Service-now.com implementations are extremely efficient and can be completed in as little as one to six months, depending on complexity. We make a practice of collaborating with our customers, and not insisting that you simply get out of the way. In fact, we rely on your involvement! Because Service-now.com uses the Internet as our platform, most of the implementation work is executed remotely and across time zones. Additionally, we leverage your Service-now.com Release Management application as the basis for deployment which helps us keep connected and assures that core system setup and configuration begins on day one, not after weeks of struggling with an implementation. Our deployment methodology is tried, tested and proven. Our goal is to empower our customers to own the deployment and ongoing administration of their Service-now.com instance. To accomplish this, we have devised a rigorous information transfer plan which includes hands-on, onsite and remote knowledge transfer. Our Consulting Services organization is tasked with ensuring your system is configured to your required specifications including User Interface customizations, secure communications and integrations, business rules and process design, and user/role/group definitions. Our Consulting Services team understands business requirements can change, so we have designed our implementation strategy to be flexible in nature allowing us to shift implementation strategies on the fly. easy to evaluate As long as you have a network connection and a browser, you can login to a fully functional Service-now.com demonstration instance. No registration and no questions asked. With Service-now.com, you don t wait months to schedule vendor resources to conduct a proof of concept (POC), nor are you responsible for supplying the infrastructure. Our goal is to help you make the best decision for your organization by simplifying the evaluation process. simple licensing designed for you Service-now.com s annual subscription licensing gives you complete control over license counts eliminating over/under buying scenarios. It also reduces the level of risk often assumed when buying software licenses and replaces it with confidence. The objective of our pricing model is to drive to a single, simple fee for an organization s use of Service-now.com that allows for the total number of people who need to have access to get their job done. The hope is to provide a maximum degree of flexibility, balanced against the easiest model we can both manage. CORPORATE BROCHURE - 7

10 service-now.com the right financial choice The largest, global organizations select Service-now.com for complete functionality as well as distinct financial advantages. OpEx vs. CapEx Service-now.com subscription licensing is often categorized as an Operational Expenditure (OpEx) freeing up Capital Expenditure (CapEx) budget. Predictability With Service-now.com, licensing, implementation and consulting services fees are predictable unlike legacy client/server fees. Our Consulting Services team executes work based on flat fees, and the subscription licensing is a set annual price for the length of your contract. The Service-now.com business model is completely transparent, ensuring that we do not apply hidden fees. No Software Maintenance Fees Legacy vendors should not have the right to charge you annual software maintenance fees that equate to 18 to 35 percent of your original investment to receive new functionality and enhancements. You are paying extortive maintenance fees just to receive bug fixes, as most legacy vendors often do not deliver new functionality on an annual basis. With Service-now.com you receive new functionality as part of our auto-upgrades which occur three times a year. Significant Reduction in Soft Costs According to a recent Forrester Research study, decision-makers at North American enterprises report that they will continue to spend an average of 29 percent of their total IT budgets on software-related costs (licenses, maintenance, operations and development) in Because Service-now.com is responsible for managing and monitoring your instance, we significantly reduce soft costs associated with upgrades, patch deployments, integrations, system monitoring, disaster recovery and security enforcement. service-now.com traditional software OpEx vs. CapEx Operational Capital predictability Forcast-able Unpredictable maintenance fees No Fees 18% - 35% of License MSRP soft costs Focus resources Customer responsible on value-add for infrastructure upgrades We own upgrades Customer owns upgrades customizations All customizations preserved Prohibits upgrades, forced processes 8 - service-now.com - pioneer of on demand IT service management

11 Service-now.com delivers results: You should expect a very different experience in partnering with Service-now.com. Service-now.com is committed and financially motivated to ensure your success. Customers will tell you they saved millions of dollars in cancelled annual maintenance fees, removed unpredictable soft costs, better aligned to ITIL V3, increased end-user productivity and are delivering world-class services to their business. Enhanced management oversight: automate more processes faster; gain more control Increased effectiveness and communication: technology seen as a productivity tool, not an impediment Reallocation of resources: reduce administrative burden by 50 70% A Fortune 100 financial services firm cancelled $4.5M in annual maintenance fees. A Fortune 100 entertainment firm saved $200K in management and maintenance costs. A 90-day implementation kicked off with Service-now.com delivering a proof of concept instance within two hours, allowing Juniper Networks to quickly gain access to the software and start evaluating immediately. The United Kingdom Central Office of Information (COI) transformed interaction between end user and IT. The COI saves 60 percent per year on licensing, hardware, maintenance and consultancy costs. Improved agility: freedom to change and expand without risk Hard dollar savings: 60 80% reduction in ITSM costs Pain points eliminated: always on the current version; familiar Web 2.0 interface instant demo access research us schedule a demo request information what-we-do/demo info@service-now.com

12 Ser ice-now.com On Demand IT Service Management instant demo access research us schedule a demo request information what-we-do/demo info@service-now.com New York, NY Office Lincoln Building 60 East 42nd Street New York, NY USA Headquarters 120 South Sierra Avenue Solana Beach, CA USA info@service-now.com phone fax London, UK Office The Waterloo Business Centre 117 Waterloo Road London, SE1 8UL United Kingdom