"Finding a clean way to deal with that has been a little bit challenging, but that is really on the periphery," Lille says. "What we are working though is creating near real-time integration between ScienceLogic and the ServiceNow asset database."
Lille says integration will let Equinix perform actions on IT assets via ServiceNow, while employing the ScienceLogic's strengths. Overall, he adds, the ServiceNow rollout has been one of organization's smoothest.
Probst points to a final caveat: Failure to cultivate mature service management processes. Lack of progress on this front will hinder the effectiveness of IT service management tools, cloud-based or otherwise.
"Everyone has heard the secret sauce is in the SaaS model-it will cure all their ills," Probst says. "We have a saying, 'A fool with a tool is still a fool.' If you haven't done the process work, the opportunity for success will be limited."
John Moore has written on business and technology topics for more than 20 years. His areas of focus include mobile app development, health IT, cloud computing, government IT and distribution channels. Follow everything from CIO.com on Twitter @CIOonline, on Facebook, and on Google +.
Read more about software as a service (saas) in CIO's Software as a Service (SaaS) Drilldown.
