FICO Transforms IT Service Delivery with ServiceNow

  FICO Transforms IT Service Delivery with ServiceNow

 Leader in Predictive Analytics Enables Self-Service for its Global Customers

Business Wire

SAN DIEGO -- July 15, 2013

ServiceNow® (NYSE: NOW), the enterprise IT cloud company, today announced that
FICO selected ServiceNow software-as-a-service to improve its IT operational
processes and deliver self-service capabilities to better support its external
customers worldwide.

Founded in 1956, FICO delivers superior predictive analytics solutions that
drive smarter decisions. FICO clients include two-thirds of the top 100 banks
in the world, all 100 of the largest U.S. credit card issuers, more than 100
retailers and general merchandisers and over 150 healthcare and life sciences

FICO made the switch to ServiceNow because it was spending too much time
maintaining its legacy IT system. In addition, the company wanted its IT
system to provide its external customers with an intuitive, user-friendly site
where they can manage their own technical support requests.

FICO successfully implemented the ServiceNow IT Service Automation Application
Suite for incident, problem, change, configuration and request management as
well as a service catalog to serve customers. ServiceNow Professional Services
helped FICO adopt best practices and provided design guidance to deliver an
effective ServiceNow deployment.

“By teaming with ServiceNow Professional Services, we moved off of our
cumbersome, legacy product and delivered a self-service system to our external
users in just two months,” said Neal Laufenberg, director of IT service
management, FICO. “We now have a modern site where our external customers can
open technical support requests and track their status without having to call
or send an email to follow-up.”

“It’s also been amazing how my team was able to quickly learn ServiceNow,”
added Laufenberg. “We can easily make changes or add new functionality in
ServiceNow without having to buy a new tool. And even though none of us are
programmers, it is easy for us to create new applications on the ServiceNow
platform. ServiceNow allows us to be nimble by providing the ability to
constantly improve our processes and deliver a better IT service experience.”

“Customers that make the switch to ServiceNow often want to empower their
users with self-service,” said Beth White, chief marketing officer,
ServiceNow. “Self-service provides efficiencies that allows IT to deliver more
services at higher levels of end-user satisfaction.”

About ServiceNow

ServiceNow is the enterprise IT cloud company. We focus on transforming
enterprise IT by automating and standardizing business processes and
consolidating IT across the global enterprise. Organizations deploy our
service to create a single system of record for enterprise IT, lower
operational costs and enhance efficiency. Additionally, our customers use our
extensible platform to build custom applications for automating activities
unique to their business requirements. For more information, visit

ServiceNow and the ServiceNow logo are registered trademarks of ServiceNow.
All other brand and product names are trademarks or registered trademarks of
their respective holders.


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