On Demand Myth Busters
Our customers are attracted to our open and candid approach to doing business. Software as a service is the future of software and has been widely accepted by large enterprises as a means to operate more efficiently. There are myths in the market place about software as a service and Service-now.com that are flat out inaccurate. Our goal is to provide factual information to help you make the right business decisions. If you have any questions about how we dispel these myths, feel free to reach out to us: info@keystone-ms.com.au
Myth: Software as a Service is only suited for small & medium-sized businesses
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Ask any legacy software vendor… |
Our architecture has proven scalability
supporting Global 2,000 IT organisations with over 8,000 concurrent users, spanning
multiple ITIL disciplines. One of our many
Global 2,000 customers runs 8,000 concurrent
users, manages more than 400,000 CIs
(includes 25k servers) in the CMDB and
resolves 150,000 incidents per month. How?
Unique to other SaaS offerings, we provide our customers with their own database and
application set designed to support large,
enterprise-wide deployments. Our open
architecture promotes integration with prominent
thrid party toolsets and data sources. Let us
prove it to you - we can provide you with
references to any one of our Global 2,000
customers.
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Can they provide five Global 2,000 reference
customers, on the most recent version, that you can speak with today?
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Myth: Software as a Service functionality is shallow
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Ask any legacy software vendor… |
In three years, Service-now.com surpassed the depth and breadth of functionality offered in 20-year-old legacy applications. While our competition expends most of their effort supporting and patching previous versions of their software, Service-now.com is busy working on the next release. Our delivery model is much more efficient. All Service-now.com customers are on the current version of the software allowing Service-now.com development to be laser-focused on building new, innovative applications. This results in three major releases per year that offer significant enhancements in functionality and usability as well as new applications. With Service-now.com don't expect an 18-month roadmap full of misguided promises - our track record speaks for itself.
Check it out...
More details...
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To create an even playing field, remove the Service-now.com SaaS delivery model from the equation. Can they match the functionality, intuitiveness and simplicity provided by Service-now.com on a single platform? Decide for yourself...We invite you to test drive a live demo instance of our product.
www.service-now.com/demo
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Myth: Software as a Service is only offered in a hosted model
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Ask any legacy software vendor… |
While more than 95% of our customers use Service-now.com in a pure SaaS hosted model, we do offer multiple deployment options allowing customers to choose either a hosted or on premise experience. Regardless of the deployment model, we monitor, maintain and upgrade the applications.
More details...
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With more control of your environment offered by SaaS, why should you need to own and maintain these applications?
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Myth: Software as a Service applications are not customizable
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Ask any legacy software vendor… |
Unlike other Software as a Service applications, Service-now.com is built to be customized. Our modern Web 2.0 interface, flexible architecture, single data base and application set use an abstraction layer that allows you to easily customize forms and tables as well as change the look and feel of the application. Many customizations such as form design, field behavior, database extension, workflow design are all accomplished with simple right click functions and GUI based tools. 100 percent of our customer base tells us they are able to build, customize and tailor Service-now.com faster than any other technology in the market. Don’t believe us, ask them…
More details…
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What goes into customising their applications? Now ask them to upgrade (or reimplement) their application and preserve your changes!
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Myth: It is impossible to preserve all customizations through an upgrade
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Ask any legacy software vendor… |
Upgrades have zero impact on customizations implemented by our customers and 100 percent of our customers are on the latest release. In three years, we have successfully upgraded 5,100 instances using our innovative upgrade process. Our 2009 Winter Release accomplished 1,100 upgrades in just two hours, all of them non-disruptive.
More details…
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Ask HP and BMC why they label the move from older service desk versions to their “new” 7.x version a migration/reimplementation and not an upgrade.
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Myth: Software as a Service platforms have few implementations
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Ask any legacy software vendor… |
Unique to Service-now.com is our approach of collaborating with our customers including Statement of Work definition, implementation activities and knowledge transfer. All project tasks and assignments are centrally managed within your Service-now.com Release Management module. This helps us better work together and assures that core system setup and configuration begins on day one, not after weeks of struggling with the implementation. We understand business requirements can change; we are agile enough to shift strategies on the fly. With Service-now.com shelfware does not exist. Out of our 240 customers, close to 200 are in full production. The other 40 are new customers that are well on their way to full operation.
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Is there a conspiracy? From implementation to customization to upgrades (migrations), services revenue makes up a bulk of legacy vendor revenue. How many key cards, cubicles, telephones, email accounts and ergonomic chairs does their professional services team need to ensure your application never quite works the way you want it to? Need additional cubicles? Click here.
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Myth: Service-now.com has difficulty integrating with 3rd party systems
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Ask any legacy software vendor… |
We view integration as a key component of the implementation process. Every customer contains integrations to Active Directory/LDAP, Single Sign-on, events and alarms, notifications, email, federated databases, HR, ERP, Finance, and even other service desk technologies. Using HTTPS protocols and VPN tunnels, we have packaged close to 50 released and supported integrations to prominent third-party applications and data sources. To name a few: HP OpenView, CA Unicenter, Tivoli TEC and Symantec Altiris... A variety of techniques are used, most notably Web Services, JDBC, JMS and email. These are industry standard technologies that also use SOAP and WSDL. All of our tables are exposed as a web-services document.
More details…
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Why do they require additional fees for “out-of-box connectors” or "integration packs"?
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Myth: Software as a Service is not secure
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Ask any legacy software vendor… |
Customers receive their own set of applications and databases. Customer databases are private and not intermixed with any other organisation’s data. At no additional cost to you, we offer world-class redundant security systems deployed in a SAS-70 type II datacenter to ensure you are protected. HTTPS and VPN Tunnels ensure secure communications, password protection and single sign on controls user access, field-level and attachment encryption protects your data and auditing across all access points gives you complete oversight.
More details…
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Can they ensure your data is protected while reducing the cost of maintaining a secure environment?
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Myth: Over a three year period, Service-now.com is more costly than legacy client/server applications
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Ask any legacy software vendor… |
Our predictable annual subscription fee includes all costs to maintain and support your instance including upgrades, hardware, software, redundant security systems, continuous monitoring, support services and training. Additionally, we partner with our customers to define a flat fee Statement of Work for implementation. We have proven that Service-now.com can reduce ITSM costs by 60% to 80%.
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Predict your Total Cost of Ownership over three years? Does it include deployment costs (typically 2 – 3 times license cost), annual license maintenance fees (typically 18 - 35 percent of MSRP), staffing resources for patch deployments and upgrades?
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