SaaS-Based ITSM, PaaS and Cloud Management

Jimmy Fitzgerald, VP Professional Services at ServiceNow, discusses the role of ServiceNow as a platform-as-a-service (PaaS) offering. ServiceNow is already known as a popular and rapidly growing SaaS-based IT service management (ITSM) solution that provides integrated capabilities across incident, problem, change, service catalog, CMDB and other ITSM functions. By delivering all this functionality through a single, easy-to-use SaaS offering, the company is greatly reducing ITSM product sprawl and achieving strong success displacing traditional software-based offerings. After discussing a specific project built using the ServiceNow platform, Jimmy touches on the PaaS capabilities which include a shared database, request management, integrated workflows, approval routing & processing, and analytics. He wraps up with some thoughts about how customers are using ServiceNow to manage cloud environments such as Amazon EC2.