Internal customer satisfaction rates also saw a 20% uptick, according to Equinix CIO Lille. "People are pretty satisfied with the service they are getting-and they weren't for the longest time," he explains.
Equinix has been able to handle tasks such as account creation and access provisioning more rapidly using ServiceNow automation, Lille notes. "We calculated [that] it saved about 30 minutes of pure IT time per request," Lille says, adding that the IT organization receives several hundred requests in a given year.
Lille estimated ServiceNow's IT time savings at half a man-year. That savings grows to 2,000 hours, nearly one man-year, if Equinix's use of Ping Identity's cloud-based, single sign-on offering is taken into account, he says.
Cloud ITSM Fear Factor Fading Away
Despite the potential benefits, some enterprises may still balk at cloud ITSM. The chief reasons stem from security concerns and the desire to have a locally controlled solution, according to industry executives.
"It's fear of the unknown and loss of control. We still have some people rooted in having to see it, feel it, touch it: 'It has to be mine to be beneficial to my organization,'" Geisler says, adding that the mindset is going away, as more people become comfortable with cloud applications.
Commentary: Cloud Security Not Really Slowing IT Adoption
In that vein, Gordon notes that customers' experience with Google Apps has encouraged them to adopt service management SaaS. He said SAManage is tightly integrated into Google Apps, which makes rollout easier. The linkup also lets users access a self-service portal from their Google accounts. The portal lets them submit new service requests or check on existing requests, Gordon says.
Organizations may confront additional challenges once they make the SaaS decision. While SaaS is generally considered easier and faster to install than on-premises software, certain cloud-based ITSM components may prove simpler to roll out than others, industry executives says. Configuration management, for example, can prove somewhat more challenging to implement than modules such as incident or request management.
Lille, meanwhile, says asset management has been a little bit harder to deploy than other aspects of ServiceNow. Equinix's global IT assets are maintained in ScienceLogic, the company's IT asset monitoring solution. Now, Equinix aims to link ScienceLogic and ServiceNow.