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Ben Kepes is a technology evangelist, an investor, a commentator and a business adviser. His business interests include a diverse range of industries from manufacturing to property to technology. As a technology commentator he has a broad presence both in the traditional media and extensively online. Ben covers the convergence of technology, mobile, ubiquity and agility, all enabled by the Cloud. His areas of interest extend to enterprise software, software integration, financial/accounting software, platforms and infrastructure as well as articulating technology simply for everyday users.

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9 responses to “Service-now – Managing Service, Serving Management”

  1. Simon

    Hi Ben, a good overview of Service-now thanks. I really like their functionality however their delivery leaves a lot to be desired as there are simply too many expanding menu options.

    I would have also liked to have seen a comparison to Zendesk rather than Beetil. Beetil seems to be a tool for software development and release management rather than IT Service Management and I’m not convinced their hybrid approach will work but good on them for giving it a go. TBH, I’m quite surprised there aren’t more SaaS based ITSM offerings out there.

  2. Dan Lee

    Good post Ben.

    Yes, I would agree that Beetil is in a differing market space to Service-Now. I think the respective price tags makes that clear enough. And, for the record, amongst those enterprise level tools, I’d pick Service-Now any day. I’m not a fan of the big 4, and I don’t know anyone that is.

    Simon, it’d be awesome to get your feedback as to why you think it’s more aimed at software development than IT service management. We have a number of companies using Beetil to good effect who don’t even do any software development. Feel free to drop me a line.

    Also, on the ZenDesk front, we are actually looking at building a Beetil-ZenDesk interface – which means that “front-of-shop” could behandled by ZenDesk (first level support), but then second levels issues handed off to Beetil.

  3. Andrew

    I suspect the reason for the “software development” comments regarding Beetil is that the screen shots on the website all relate to software development.

    In my experience managing service delivery, incidents, problems, and service requests generally related to issues in production usage (i.e. I cannot print to Printer XYZ, or The network is down in Department Q, or I cannot see the correct images associated with Customer ABC). Without having looked at Beetil in detail (which I will do in future), based on the functionality displayed in the tour I assume it can be/is used for a more production service delivery-oriented environment.

  4. alexdpaul

    Beetil is good for starters. It is simple, elegant and to the point. This is what most SMBs want to get the job done. Beetil really stood out when I looked at the saas space a while back

    http://www.alexonitil.com/link/saas-fever-catches-on-with-itil-tool-vendors-everyone-has-it-atleast-in-pr

    Service-Now is enterprise customers who want the whole things like Service Catalog, CMDB and all the stuff.

    It will get interesting when Beetil gets more enterprise customers.

  5. Graham Robson

    Good review and comments guys.

    Takeaways seem to include:

    Leverage best practice in the form of ITIL across wider disciplines and different market sectors, SMB > Enterprise. This leads to wider market adoption and growing the sector pie.

    All-in-One vs. an Service Orientated Architecture (SOA) approach to integrating functional point products i.e. right tool for the right job. This means wider choice and flexibility, also good for market adoption and growing the sector pie.

  6. Simon

    Yes you are correct Andrew. A lot of the Beetil screenshots have an SDLC theme hence my comment about it being an hybrid tool. Credit to the Beetil guys though for not screwing customers when it comes to SSL. Unlike Zendesk who used to offer SSL only if you had 10 or more users and paid at least $190 per month!!! Unbeleiveable! – I believe they’ve changed this now though.

    I just checked out Octopus and have to agree with you Alex, looks very much like a old desktop style. Is very crappy that you need a minimum of 2 users to sign up as well.

  7. Abhik

    How does a minimum of 40 users @ $99 pm translate into $40,000 pa. Shouldnt it be around $48k…$47,520 to be exact :)

  8. The ITSMguy @BMCsoftware

    I don’t think you can do a full examination of the market without looking at one of the leaders, BMC. Full disclosure I work at BMC and hence why would invite you to come take a look at our full range of ITSM offerings, both SaaS and on premise. Remedyforce and Remdy OnDemand offer full trials ( Remedy OnDemand is also a great way to experience Remedy on premise as it is the same product suite).

    Visit us a http://www.bmc.com/itsm and check out the various solutions for yourself

    The ITSMguy @BMCsoftware
    @itsm_guy

  9. Steve-O

    I’ve been using Service Management products for 5 years and I’ve gotta say that Service Now is a lot of sizzle but light on the content. Talk about bait and switch! I’ll have to give Beetil a look as well as Remedy.