ServiceNow Makes Help Desk Social
ServiceNow.com, which delivers service desk functionality in a software-as-a-service (SaaS) model, is launching the second of its triannual releases. New features include a runbook automation process pack for Amazons Elastic Compute Cloud, more updates to its ServiceNow IT service management (ITSM) platform services, and two new applications--one for data certification and one for giving users better access to managed documents. The company's ServiceNow Live feature has also been improved to add more social media capability, to create essentially a Facebook wall of information about a companys IT organization. Several other features have also been enhanced.
Rowan Companies--a Houston-based oil and gas contracting company that owns and operates rigs drilling for oil in the Gulf of Mexico as well as international locations such as Saudi Arabia and the North Sea--has been using ServiceNow for about three years, says application support analyst Michael Bartkowiak. Although help desk competitor BMC Software is "right down the street," the company chose ServiceNow because of its flexibility and what it was doing to support the Web, he says, crediting it with Rowan's ability to support 6,000 people and 500 servers with an IT department of 50 people and a help desk of eight. While his company has not yet decided whether to implement the new version, he is particularly interested in the social feed and Facebook wall because it offers social media features while still keeping the professionalism that conservative industries like his are still looking for, he says.
Other new features include improvements to the product's ITSM core, where ServiceNow's clients had asked the company to add functionality as opposed to creating new applications, says Craig McDonough, director of product marketing for the San Diego company. For example, when a change is being made, a survey helps determine its risks, he says.
ServiceNow took a startup-type risk some years ago by launching its service desk as SaaS, and it has been paying off, says Michael Cot�, an analyst with Redmonk in Austin, Texas. While most people in IT management are skittish about putting their tool-chain in the cloud, service desk seems to be working out, he says.
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Although help desk competitor BMC Software is right down the street, the company chose ServiceNow because of its flexibility and what it was doing to support the web, he says, crediting it with Rowan's ability to support 6000 people and 500 servers
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Advice on escaping the Helpdesk? - TechExams.net IT Certification ...
Hi all, I'm new to the board, seems like a good place for some advice. Anyway I graduated from college about three or so years ago, and since then I've pretty much been bouncing around a few helpdesk/tech support jobs. Currently working a Helpdesk Technician gig that pays $16/hr or so. The job is decent and I get to work from home a lot, but that said, phone support is getting pretty tiresome... I really want to get into more of a Sys Admin type job, but it seems like even for the Jr. Sys Admin jobs they want someone with prior experience. So you kinda end up with the "Can't get the job without experience, can't get experience without a job" problem. Any advice or useful certs? All I have for now is my A+, I could easily get a Network+ but I'm not sure it's worthwhile. And it seems like everybody and their momma is trying to get their MCP/MCSA/MCSE though I may go for those anyway. I'm also thinking location is a factor since it's pretty hard to find ANY work in Michigan. But still, I'm starting to get scared that I'll be stuck on the helpdesk forever. Seems like the only jobs I get calls about are other Helpdesk/Tech Support jobs. Pretty hard to get promoted from within these days too as nobody seems to be leaving their job and/or retiring in this economy. What certs would you think are useful for someone with just helpdesk experience? I'm thinking of going for certs but I don't want to do one that'll irrelevant without the proper experience to go with it. As far as the home server stuff, I mess around with Server 2003 (using VMware) and Active Directory, Group Policy, etc. type stuff at home, but I don't know if that's something that an employer would find relevant. Though I sometimes do stuff with Active Directory on the helpdesk too, at least as far as creating users, troubleshooting accounts, etc. But that said, even if I can't immediately get an SA job I'm just looking for general advice on maybe what better positions that several years of helpdesk experience would be useful in pursuing. Are there any non-helpdesk IT jobs that you think I might have a chance at? I feel I have this opportunity due to many reasons... for one, my company has plenty of room for advancement. I work hard to be the best at my current job. Doing this gives the supervisors in my company the faith in me to believe that even though I do not have experience, education, or certs for these roles, I will strive to do my best at those jobs.
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