ServiceNow

ServiceNow is a platform-as-a-service (PaaS) provider of enterprise Service Management (SM) software. It was founded in 2003 by Fred Luddy, the previous CTO of Peregrine Systems and Remedy Corporation.

ServiceNow specializes in delivering ITSM applications and thus competes with BMC, Computer Associates, IBM, and Hewlett-Packard. It also provides a platform for forms-based workflow application development and thus competes with SaaS/PaaS providers such as Salesforce.com's Force.com offering. Slootman has specifically indicated this as a key corporate strategy in press interviews and keynotes at the ServiceNow user conferences called Knowledge.

History

After building a generic workflow framework, known as the "Glide" platform, Luddy opted to specialize in IT service management (ITSM) applications based on the ITIL standards. ServiceNow's main headquarters are located in San Diego. They also have office locations in London, New York, San Diego, CA, Kirkland, Washington, San Francisco, Toronto, Sao Paulo, Amsterdam, Paris, Singapore, Sydney and Hyderabad. The company became profitable in 2007 and has attracted a number of large enterprises and organizations, including TIAA-CREF, Intel, Rio Tinto and Staples. AstraZeneca discussed rolling out "self-service IT" based on ServiceNow in August 2014. Besides running the work of IT on ServiceNow, NetApp describes how its finance organization moved the entire Quote-to-Invoice process to ServiceNow in a case study on the company's website. Also, at the Knowledge14 conference, the CIO of Safeway describes how ServiceNow is providing "visibility and understanding of a broad array of systems and applications (to ease) the complexity of a massive merger between" Safeway and Albertsons. In 2008, the University of San Francisco chose to replace their BMC Remedy system with ServiceNow in a well-publicized move.