IT service provider

On the occasion of the first user and potential customer meeting in France, publisher ServiceNow proposed its solution, IT ERP.

Incident management, change management, reporting, SLA, time tracking, user satisfaction, version management and SDLC (system development life cycle), ServiceNow is widely used and judged “Satisfactory after one year of use” Vincent Broussin, Chief Information Officer of Saint-Gobain Group. The implementation was carried out by developing pilots in 4 departments of Sigma, Point P, Verallia, and the Web Application and Architecture team. The transaction volume is huge, with 18 teams issuing 15,000 event tickets every month. “Using an application like ServiceNow should be easy, Vincent Broussin explained, Support is handled by the Group CIO and Indian Technology Center (INDEC) The company does not plan to go all the way and plans to implement two new modules of service and portal catalogs and project management. Currently, ServiceNow is strictly separated according to the group of companies and covers all applications. Saint-Gobain intends to implement the first The second instance extends the scope of the software to the infrastructure.

By starting the IT transformation, Saint-Gobain has three goals: to improve service quality, reduce costs and increase visibility. In 2010, the IT department decided to rely on ITIL to manage service quality and establish an incident management and change management system. After having a “list of shortlists” of three suppliers, Saint-Gobain chose ServiceNow and signed a contract with this British subsidiary in 2011 because the company does not yet have a legal representative. This is a strategic product that dares to take risks. Can guarantee its technical characteristics.

2^E The salesperson behind SaaS

Founded in 2003 by Fred Luddy, former CTO of Remedy and Peregrine Systems, (the first company was acquired by the second company in 2001, and it was acquired by HP in 2005), specializing in ITSM (Information Technology Service Management or IT) Service), one of the foundations is ITIL. Like salesforce, it immediately started using the SaaS model and now ranks second in the field. Even if it benefits from less visibility, because it exists in a market that is somewhat related to the back office of the IT department, and cannot benefit from the spotlight like publishers of management applications. the company. Today, it has more than 1,500 employees, a turnover of 400 million U.S. dollars, and reports 1,800 customers, mainly large companies.

Its customers include Johnson & Johnson, Coca-Cola, Citigroup, US Army, General Electric, insurance giants American International Group and France, as well as Saint-Gobain, Adco, Soitec, EuropAirpost, Tag Heuer, LaFrançaisedes Jeux, Intermarché, Natixis, Albaéa, Véolia environment. Since June 2012, it has been listed on the New York Stock Exchange. It was launched at $18, and the current price is $50. Gartner does not seem to use many ITSM solutions because it does not position any publishers in the leader and visionary (the two most prestigious) squares of its Magic Quadrant, so it positions ServiceNow as the challenger side. The only supplier in Cooperate with BMC Software, a long-established player.

ServiceNow CEO Frank Slootman made his offer “IT ERP”It is basically a software package that can monitor the operation of the computer system and make necessary corrections in the event of a failure. “Today, the demand for IT has changed. Before the Internet, a messaging system-level incident occurred on Friday night. It is possible to wait until Monday to get things back to normal.”Frank Slotman said. Today, this is no longer acceptable. Therefore, it is necessary to reconsider IT organization accordingly.

One of ServiceNow’s features is extensible, which means that it can be enriched due to the availability of APIs. Under what circumstances did the company begin to implement this software? “This can be overcoming difficulties or launching new initiatives”, Explained Fred Luddy, the founder of ServiceNow and the current technical director. Before extending it to the entire IS, basically began to solve an external problem. ServiceNow is mainly for large companies, but the publisher is preparing a packaged ready-to-use version that is more suitable for small and medium-sized enterprises.