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Synaptics Selects Service-now.com SaaS to Automate IT Operations

SAN DIEGO ‑ Jan. 11, 2011 ‑ Service‑now.com, the creator of software as a service (SaaS) for IT service management (ITSM), today announced Synaptics Incorporated has selected Service‑now.com to streamline IT operations and to provide better end user support for business‑critical services and applications.

Synaptics, which makes the TouchPad pointing device used in a majority of today's notebook computers, has been recognized for two consecutive years as one of Fortune's "100 Fastest Growing Companies."  The Synaptics IT team runs its business on increasingly sophisticated IT infrastructure and manages IT operations and application support services for nine offices across Asia, Europe and the U.S.

In March 2010, Synaptics began an ITSM program improvement initiative and turned to the IT Infrastructure Library (ITIL) to guide the process. Within 90 days, Synaptics assessed its global IT programs and designed a new IT service improvement strategy.

Synaptics had been using several disparate IT management tools that inhibited efficient process workflow and prohibited effective collaboration within the IT team. For example, Synaptics was using different tools for both IT service desk and for change management.

By May 2010, Synaptics selected Service‑now.com to replace its portfolio of legacy tools and to better support critical business applications while automating IT service and asset management processes. Synaptics found that Service‑now.com would allow IT operations to scale globally on a modern ITSM SaaS platform that quickly integrated with existing business and IT applications.

"Service‑now.com is the modern ITSM tool that can scale with our global growth plans while supporting our unique ITIL‑based processes," said David Riley, Synaptics senior director of information systems and technology. "Our old management tools required too much of our time and effort and never allowed us to run our IT organization efficiently. We knew there had to be a tool with a better user experience. The power and simplicity of SaaS from Service‑now.com allows our IT teams to work from the same playbook toward common goals. As a result, application performance is much improved and we more consistently meet our service level agreements."

Synaptics now uses Service‑now.com to automate workflow for incident, problem, change, release processes, while also utilizing knowledge, project and asset management applications. The IT organization has improved support for business services using service level agreement (SLA) workflows and embedded reporting to provide executives with actionable metrics for goal monitoring. Synaptics creates metrics based on data generated by Service‑now.com surveys and exports this data into business intelligence tools to better analyze IT resource consumption.

About Service‑now.com

The Service‑now.com enterprise IT service management platform combines ITIL process support and SaaS delivery to provide a flexible, intuitive and self‑managing application in the cloud. Founded in 2004, Service‑now.com uses a new business model and modern technology to transform IT. According to the 2010 Inc. 500 list, Service‑now.com is the fastest‑growing IT management software company. For more information, please visit http://www.service‑now.com/ or http://blog.service‑now.com.

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