Recently I discovered an intriguing SaaS provider, ServiceNow. The company is modern SaaS for enterprise IT service management. ServiceNow integrates ITIL v3 processes, social collaboration for IT departments, software-as-a-service delivery, and modern Web functionality to deliver a flexible, easy-to-use and self-managing application. The product competes with similar offerings from HP and BMC.
At first the vision was to develop a next-generation system to support the IT Infrastructure Library (ITIL) market (this includes things like the service desk and other processes). But Fred realized this was limiting. While the IT service desk market is $2 billion, the IT operations management market is about $15 billion.
In fact, the ServiceNow platform has proven to be quite versatile. Keep in mind that customers are starting to use it to develop non-IT apps. If this continues, ServiceNow may ultimately become a big player in the platform-as-a-service (PaaS) segment, which could have the potential of being a $50 billion market. Already companies like Salesforce.com (NYSE:CRM), Google(Nasdaq:GOOG) and RedHat (NYSE:RHT) are gunning for it.
ServiceNow has functionality that can for example, automatically build a Virtual Machine to spec upon submitting a service request for a sandbox environment. Having learned a quite a bit about ITIL framework recently, this tool certainly looks attractive for enterprises and their track record shows it.