• 微博
  • 微信微信二维码

广东省人民政府首页  >  要闻动态  >  广东要闻

【兴业计算机袁煜明团队】Servicenow:

来源: 南方日报网络版     时间: 2018年11月19日 01:31:02
【字体:

华宇娱乐a64076信誉平台官方,招龙虎和代理注册实力招商主管Q扣99277339,永久注册网址www.yicai269.com时时彩龙虎和,意彩彩票代理,意彩官网,意彩平台注册,意彩乐官网,意彩娱乐官方网站【兴业计算机袁煜明团队】Servicenow:

论自信谁都比不过他!拳星时代重炮手再出狂言 马云观看拳击赛后称:想找个60岁以上的跨界练练! 上一次詹姆斯搭配正版3D球员,打出职业生涯最高效一季 他曾是亚冠杯周琦李根外第三大功臣, 全运会大爆发新疆卫冕得看他! 他是最强一届中国男篮国手之一如今却遭人遗忘, 或成下个陈江华 得分王被垄断17年! 他或许会是下个奥尼尔式的球员 最契合小球时代的大个球员 联盟的5大潮流中锋 中国女排进入东京时间!从11年无缘冠军,到如今迎来黄金一代 [球迷建言一方]    宜将剩勇追穷寇  不可沽名学霸王 [奇文共赏]    球迷用文言文给保利尼奥写传记 博阿斯让上港脱胎换骨!穆里尼奥的亲传弟子,脾气秉性都太像 夜读:原来这就叫荷花定律!(效果惊人) 银行金库厕所被堵 工人竟从下水道掏出大量钞票 巅峰太颠,结果把自己颠废了,泰伦卢只能铤而走险试一试了 玩具反斗城申请破产保护:未涉中国门店 融资31亿美元

(原)(标)(题)(:【兴)(业)(计)(算)(机)(袁)(煜)(明)(团)(队)(】Servicenow:ITSM造)(就)(SaaS巨)(头)(公)(司)(,迈)(向)(全)(方)(位)(企)(业)(级)(服)(务)(
SaaS软)(件)(巨)(头)(公)(司)(,客)(户)(数)(、客)(单)(价)(等)(核)(心)(指)(标)(仍)(处)(于)(快)(速)(增)(长)(期)(。ServiceNow是)(一)(家)(从)(ITSM(IT服)(务)(管)(理)()起)(家)(的)(SaaS软)(件)(巨)(头)(,2016年)(公)(司)(已)(占)(据)(31.8%的)(ITSM市)(场)(,遥)(遥)(领)(先)(于)(其)(他)(公)(司)(。公)(司)(成)(立)(至)(今)(收)(入)(一)(直)(飞)(速)(增)(长)(,上)(市)(至)(今)(CAGR高)(达)(48%,16年)(公)(司)(收)(入)(13.9亿)(美)(元)(。目)(前)(市)(值)(近)(200亿)(美)(元)(,位)(居)(全)(球)(第)(三)(大)(SaaS上)(市)(公)(司)(。公)(司)(目)(标)(客)(户)(为)(大)(型)(企)(业)(。其)(中)(,福)(布)(斯)(前)(2000强)((G2K)客)(户)(和)(客)(单)(价)(大)(于)(100万)(的)(客)(户)(均)(保)(持)(较)(快)(增)(速)(,16年)(底)(G2K客)(户)(数)(和)(客)(单)(价)(大)(于)(100万)(美)(元)(客)(户)(分)(别)(达)(到)(735家)(、341家)(,过)(去)(两)(年)(每)(季)(度)(增)(长)(分)(别)(为)(25家)(、20家)(左)(右)(。大)(型)(企)(业)(客)(户)(给)(公)(司)(带)(来)(较)(高)(的)(客)(单)(价)(,目)(前)(G2K客)(户)(平)(均)(客)(单)(价)(为)(108万)(美)(元)(,目)(标)(为)(2020年)(达)(200万)(美)(元)(。由)(于)(大)(型)(企)(业)(具)(备)(低)(流)(失)(高)(粘)(度)(性)(质)(,公)(司)(目)(前)(流)(失)(率)(仅)(为)(2%。
IT管)(理)(是)(“IT部)(门)(的)(ERP”,有)(效)(提)(升)(企)(业)(IT系)(统)(管)(理)(效)(率)(。ServiceNow核)(心)(产)(品)(为)(ITSM(IT服)(务)(管)(理)(),第)(二)(产)(品)(线)(为)(ITOM(IT运)(维)(管)(理)()。ITSM使)(用)(软)(件)(管)(理)(方)(式)(替)(代)(原)(来)(需)(要)(多)(人)(管)(理)(但)(效)(率)(低)(下)(、混)(乱)(无)(序)(的)(管)(理)(方)(式)(,使)(得)(企)(业)(IT系)(统)(的)(管)(理)(变)(得)(规)(范)(化)(、流)(程)(化)(、可)(视)(化)(;ITOM是)(指)(对)(IT基)(础)(设)(施)(以)(及)(软)(件)(应)(用)(等)(对)(象)(的)(运)(行)(状)(态)(进)(行)(实)(时)(监)(控)(和)(管)(理)(。ITSM和)(ITOM被)(统)(称)(为)(“IT部)(门)(的)(ERP”,ITOM是)(ITSM的)(前)(提)(:ITOM对)(IT基)(础)(设)(施)(的)(性)(能)(进)(行)(监)(测)(和)(诊)(断)(,一)(旦)(发)(现)(问)(题)(后)(ITSM提)(供)(服)(务)(和)(支)(持)(。相)(关)(机)(构)(统)(计)(ITSM和)(ITOM市)(场)(空)(间)(分)(别)(为)(60亿)(和)(100亿)(美)(元)(,共)(占)(据)(全)(球)(软)(件)(1/20市)(场)(,与)(数)(据)(库)(、存)(储)(、ERP、CRM等)(行)(业)(属)(同)(一)(级)(别)(市)(场)(。两)(者)(未)(来)(五)(年)(平)(均)(增)(速)(约)(为)(19.2%、8.1%,维)(持)(稳)(定)(增)(长)(水)(平)(。
ServiceNow抢)(先)(布)(局)(SaaS模)(式)(,成)(功)(实)(现)(ITSM领)(域)(弯)(道)(超)(车)(。上)(世)(纪)(90年)(代)(后)(BMC等)(四)(大)(软)(件)(厂)(商)(占)(据)(了)(大)(部)(分)(传)(统)(基)(于)(本)(地)(部)(署)(模)(式)(的)(IT管)(理)(市)(场)(。2005年)(ServiceNow从)(ITSM起)(家)(,以)(SaaS服)(务)(模)(式)(迅)(速)(吞)(噬)(了)(传)(统)(软)(件)(市)(场)(。一)(方)(面)(,SaaS模)(式)(相)(较)(于)(本)(地)(部)(署)(模)(式)(拥)(有)(轻)(资)(产)(、云)(端)(部)(署)(随)(时)(使)(用)(、升)(级)(便)(捷)(、按)(需)(收)(费)(等)(优)(点)(;另)(一)(方)(面)(,有)(别)(于)(多)(数)(SaaS厂)(商)(的)(多)(租)(户)(架)(构)(,ServiceNow的)(SaaS模)(式)(使)(用)(多)(实)(例)(架)(构)(,提)(供)(更)(强)(定)(制)(化)(能)(力)(,每)(个)(客)(户)(拥)(有)(独)(立)(数)(据)(库)(,因)(此)(在)(获)(得)(高)(粘)(度)(、低)(流)(失)(率)(的)(全)(球)(前)(2000强)(大)(型)(客)(户)(上)(有)(明)(显)(优)(势)(。
提)(供)(多)(元)(化)(企)(业)(级)(服)(务)(,成)(长)(空)(间)(巨)(大)(。在)(核)(心)(业)(务)(IT管)(理)(产)(业)(链)(领)(域)(,ServiceNow从)(ITSM扩)(张)(到)(具)(有)(更)(大)(市)(场)(的)(ITOM,近)(三)(年)(ITOM收)(入)(增)(速)(超)(过)(70%,有)(望)(复)(制)(ITSM后)(来)(居)(上)(神)(话)(。同)(时)(ServiceNow进)(军)(非)(核)(心)(业)(务)(CSM、HR、安)(全)(、PaaS平)(台)(等)(领)(域)(。公)(司)(现)(涉)(及)(领)(域)(市)(场)(空)(间)(为)(600亿)(美)(元)(,其)(中)(ITSM60亿)(,正)(切)(入)(的)(ITOM100亿)(,非)(核)(心)(领)(域)(企)(业)(级)(服)(务)(的)(市)(场)(空)(间)(为)(440亿)(,成)(长)(空)(间)(巨)(大)(。公)(司)(力)(图)(2020年)(达)(到)(40亿)(收)(入)(,CAGR达)(32%。
推)(荐)(关)(注)(国)(内)(几)(类)(公)(司)(:1)复)(制)(ServiceNow产)(品)(路)(线)(的)(美)(信)(科)(技)(、ServiceHot等)(。2)从)(APM出)(发)(拓)(展)(ITOM各)(领)(域)(的)(初)(创)(公)(司)(,如)(基)(调)(网)(络)(、蓝)(海)(讯)(通)(、云)(智)(慧)(等)(,前)(两)(家)(已)(挂)(牌)(新)(三)(板)(。3)传)(统)(项)(目)(型)(IT运)(维)(公)(司)(,纷)(纷)(推)(出)(云)(运)(维)(相)(关)(产)(品)(,如)(神)(州)(数)(码)(、新)(华)(三)((紫)(光)(股)(份)()、银)(信)(科)(技)(等)(。
一)(、ServiceNow:基)(于)(SaaS模)(式)(的)(IT服)(务)(管)(理)(领)(域)(龙)(头)(
1.1、ITSM领)(域)(龙)(头)(,提)(供)(“IT部)(门)(的)(ERP”
ServiceNow于)(2004年)(在)(美)(国)(加)(州)(成)(立)(,2012年)(在)(美)(国)(纽)(交)(所)(上)(市)(。公)(司)(是)(一)(家)(领)(先)(的)(SaaS软)(件)(厂)(商)(,帮)(助)(企)(业)(实)(现)(IT服)(务)(与)(运)(维)(的)(自)(动)(化)(、规)(范)(化)(和)(标)(准)(业)(务)(流)(程)(化)(,加)(强)(企)(业)(客)(户)(的)(IT内)(部)(管)(理)(,降)(低)(运)(营)(成)(本)(,提)(高)(工)(作)(效)(率)(。
公)(司)(核)(心)(产)(品)(为)(ITSM(ITServiceManagement,IT服)(务)(管)(理)(),第)(二)(产)(品)(线)(为)(ITOM(ITOperationManagement,IT运)(维)(管)(理)()。ITSM是)(指)(让)(IT系)(统)(的)(管)(理)(和)(服)(务)(变)(得)(规)(范)(化)(、流)(程)(化)(、可)(视)(化)(,使)(用)(软)(件)(流)(程)(化)(的)(管)(理)(方)(式)(替)(代)(原)(有)(的)(效)(率)(低)(下)(、混)(乱)(无)(序)(的)(管)(理)(方)(式)(;ITOM是)(指)(对)(IT基)(础)(设)(施)((包)(括)(网)(络)(系)(统)(、主)(机)(系)(统)(、存)(储)(/备)(份)(系)(统)(、终)(端)(系)(统)(、安)(全)(系)(统)(、机)(房)(动)(力)(及)(环)(境)(等)()以)(及)(软)(件)(应)(用)(等)(对)(象)(的)(运)(行)(状)(态)(进)(行)(实)(时)(监)(控)(和)(管)(理)(,使)(监)(控)(对)(象)(处)(于)(最)(佳)(运)(行)(状)(态)(。一)(般)(来)(讲)(,ITSM和)(ITOM被)(称)(为)(“IT部)(门)(的)(ERP”,ITOM是)(ITSM的)(前)(提)(:ITOM对)(IT基)(础)(设)(施)(的)(性)(能)(进)(行)(监)(测)(和)(诊)(断)(,一)(旦)(发)(现)(问)(题)(后)(ITSM提)(供)(服)(务)(和)(支)(持)(。
总)(结)(起)(来)(,ITOM负)(责)(基)(础)(设)(施)(性)(能)(的)(监)(控)(:通)(过)(将)(日)(常)(IT运)(维)(中)(大)(量)(的)(重)(复)(性)(工)(作)((包)(括)(日)(常)(检)(查)(、配)(置)(变)(更)(、软)(件)(安)(装)(、变)(更)(流)(程)(的)(组)(织)(调)(度)()由)(过)(去)(的)(手)(工)(执)(行)(转)(为)(自)(动)(化)(操)(作)(,从)(而)(减)(少)(乃)(至)(消)(除)(运)(维)(中)(的)(延)(迟)(,实)(现)(“零)(延)(时)(”的)(IT运)(维)(;ITSM负)(责)(提)(供)(流)(程)(化)(的)(框)(架)(管)(理)(,方)(便)(IT技)(术)(人)(员)(进)(行)(服)(务)(支)(持)(:一)(旦)(被)(监)(控)(系)(统)(发)(生)(性)(能)(超)(标)(或)(宕)(机)(,相)(关)(事)(件)(以)(及)(事)(先)(定)(义)(好)(的)(流)(程)(会)(被)(触)(发)(,可)(自)(动)(启)(动)(故)(障)(响)(应)(和)(恢)(复)(机)(制)(。ITOM和)(ITSM软)(件)(还)(可)(帮)(助)(IT人)(员)(完)(成)(日)(常)(的)(重)(复)(性)(工)(作)((如)(备)(份)(、杀)(毒)(等)(),提)(高)(IT运)(维)(效)(率)(。另)(外)(,IT运)(维)(和)(管)(理)(还)(要)(求)(能)(够)(预)(测)(故)(障)(、在)(故)(障)(发)(生)(前)(能)(够)(报)(警)(,让)(IT人)(员)(把)(故)(障)(消)(除)(在)(发)(生)(前)(,将)(损)(失)(减)(到)(最)(低)(。
更)(具)(体)(来)(说)(,例)(如)(某)(家)(银)(行)(年)(底)(突)(发)(网)(络)(故)(障)(,在)(网)(络)(系)(统)(内)(部)(查)(询)(一)(日)(一)(夜)(也)(没)(发)(现)(任)(何)(问)(题)(,虽)(然)(最)(终)(在)(电)(信)(VPN接)(口)(找)(出)(问)(题)(根)(源)(,但)(已)(经)(造)(成)(巨)(大)(财)(产)(损)(失)(。未)(引)(进)(ITOM和)(ITSM前)(,用)(户)(不)(了)(解)(整)(个)(网)(络)(的)(运)(行)(状)(况)(和)(细)(节)(,出)(现)(状)(况)(只)(能)(协)(调)(各)(项)(服)(务)(的)(提)(供)(商)(逐)(一)(查)(看)(排)(除)(各)(提)(供)(商)(责)(任)(,同)(时)(日)(常)(对)(于)(中)(间)(件)(、数)(据)(库)(、应)(用)(系)(统)(、网)(络)(等)(的)(管)(理)(也)(需)(要)(耗)(费)(不)(少)(时)(间)(,涉)(及)(很)(多)(部)(门)(和)(环)(节)(,极)(其)(耗)(费)(人)(力)(、物)(力)(。引)(入)(ITOM后)(可)(以)(对)(中)(间)(件)(、数)(据)(库)(、网)(络)(、应)(用)(系)(统)(、机)(房)(、空)(调)(等)(IT基)(础)(设)(置)(进)(行)(监)(控)(:指)(标)(是)(否)(正)(常)(、线)(路)(是)(否)(畅)(通)(,通)(过)(底)(层)(监)(控)(和)(IT支)(撑)(系)(统)(先)(于)(用)(户)(发)(现)(问)(题)(。一)(旦)(监)(控)(出)(疑)(似)(故)(障)(问)(题)(,ITSM的)(“事)(件)(管)(理)(”功)(能)(会)(对)(用)(户)(提)(出)(的)(故)(障)(问)(题)(进)(行)(确)(认)(,确)(认)(后)(派)(出)(工)(单)(,按)(照)(规)(划)(流)(程)(精)(准)(定)(位)(、归)(并)(、关)(联)(不)(同)(管)(理)(人)(员)(进)(行)(协)(作)(,避)(免)(盲)(目)(、混)(乱)(的)(IT运)(维)(服)(务)(。
ServiceNow最)(初)(成)(立)(时)(是)(一)(家)(专)(注)(于)(ITSM领)(域)(的)(SaaS服)(务)(商)(。2004年)(ServiceNow从)(IT服)(务)(管)(理)((ITSM)起)(家)(,迅)(速)(占)(领)(市)(场)(成)(为)(龙)(头)(公)(司)(,2010年)(开)(始)(公)(司)(瞄)(准)(更)(广)(阔)(的)(市)(场)(,进)(军)(IT运)(维)(管)(理)((ITOM),这)(个)(阶)(段)(公)(司)(的)(创)(新)(点)(在)(于)(把)(ITSM、ITOM从)(线)(上)(搬)(到)(了)(云)(端)(,但)(还)(局)(限)(在)(IT领)(域)(;2012年)(上)(市)(之)(后)(,ServiceNow采)(用)(多)(元)(化)(战)(略)(扩)(张)(方)(式)(,从)(IT领)(域)(转)(向)(到)(CSM(CustomerServiceManagement,客)(户)(服)(务)(管)(理)()、HR、安)(全)(等)(领)(域)(,公)(司)(的)(收)(入)(从)(1亿)(美)(元)(增)(长)(到)(10亿)(美)(元)(;在)(10亿)(美)(元)(后)(的)(阶)(段)(,ServiceNow开)(始)(构)(建)(PaaS平)(台)(。
1.2、收)(入)(增)(速)(一)(直)(处)(于)(高)(位)(,带)(动)(市)(值)(快)(速)(提)(升)(
ServiceNow从)(成)(立)(之)(初)(就)(很)(好)(地)(把)(IT和)(企)(业)(的)(业)(务)(流)(程)(融)(合)(在)(一)(起)(,在)(2007年)(-2012年)(期)(间)(每)(年)(保)(持)(100%以)(上)(的)(增)(速)(。2012年)(公)(司)(上)(市)(之)(后)(,通)(过)(积)(极)(扩)(张)(其)(他)(领)(域)(的)(SaaS服)(务)(,ServiceNow依)(旧)(保)(持)(着)(相)(对)(强)(劲)(的)(增)(长)(速)(度)(,2013-2016年)(的)(年)(复)(合)(增)(长)(率)(仍)(然)(高)(达)(48.5%。
收)(入)(增)(速)(稳)(定)(的)(同)(时)(,公)(司)(的)(市)(值)(也)(快)(速)(提)(升)(。公)(司)(的)(总)(市)(值)(从)(上)(市)(之)(日)(开)(始)(就)(连)(续)(快)(速)(攀)(升)(,在)(2014年)(已)(经)(突)(破)(100亿)(美)(元)(,目)(前)(公)(司)(的)(市)(值)(大)(约)(为)(198亿)(美)(元)(。
目)(前)(ServiceNow已)(经)(发)(展)(成)(为)(全)(球)(第)(三)(大)(SaaS公)(司)(。在)(众)(多)(SaaS公)(司)(里)(面)(,Salesforce、Workday与)(ServiceNow是)(全)(球)(前)(三)(大)(SaaS公)(司)(,三)(家)(公)(司)(的)(市)(值)(合)(计)(超)(过)(1100亿)(美)(元)(,代)(表)(着)(SaaS企)(业)(发)(展)(的)(方)(向)(。其)(中)(前)(两)(家)(在)(中)(国)(已)(经)(成)(为)(各)(创)(业)(公)(司)(模)(仿)(的)(对)(象)(,例)(如)(Salesforce的)(对)(标)(企)(业)(包)(括)(纷)(享)(销)(客)(、红)(圈)(营)(销)(、北)(森)(等)(知)(名)(企)(业)(。
1.3、创)(始)(人)(具)(有)(软)(件)(行)(业)(深)(厚)(背)(景)(
ServiceNow的)(创)(始)(人)(为)(FredLuddy,曾)(担)(任)(软)(件)(公)(司)(Remedy的)(CEO和)(Peregrine的)(CTO。Remedy和)(Peregrine曾)(经)(是)(ITSM市)(场)(最)(主)(要)(的)(两)(个)(竞)(争)(者)(,后)(来)(Remedy被)(Peregrine收)(购)(,合)(并)(后)(的)(Peregrine几)(乎)(成)(为)(ITSM市)(场)(的)(垄)(断)(者)(。在)(Peregrine经)(历)(了)(调)(查)(风)(波)(后)(,Remedy和)(Peregrine分)(别)(被)(BMC和)(HP收)(购)(。前)(高)(管)(FredLuddy创)(办)(了)(新)(公)(司)(ServiceNow,开)(始)(基)(于)(SaaS模)(式)(继)(续)(提)(供)(ITSM服)(务)(。
SaaS软)(件)(企)(业)(的)(目)(标)(是)(替)(代)(和)(颠)(覆)(传)(统)(软)(件)(的)(模)(式)(,目)(前)(大)(部)(分)(知)(名)(SaaS公)(司)(的)(高)(管)(层)(多)(来)(自)(于)(传)(统)(软)(件)(企)(业)(,具)(有)(丰)(厚)(的)(行)(业)(背)(景)(,了)(解)(传)(统)(软)(件)(企)(业)(的)(优)(劣)(势)(,根)(据)(传)(统)(软)(件)(的)(特)(点)(针)(对)(性)(设)(计)(出)(替)(代)(方)(案)(。
二)(、ITSM行)(业)(二)(次)(变)(革)(,筛)(选)(优)(质)(企)(业)(
ITSM(ITServiceManagement,IT服)(务)(管)(理)(),是)(让)(IT系)(统)(的)(管)(理)(和)(服)(务)(变)(得)(规)(范)(化)(、流)(程)(化)(、可)(视)(化)(,使)(用)(软)(件)(流)(程)(化)(的)(管)(理)(方)(式)(替)(代)(原)(有)(的)(效)(率)(低)(下)(、混)(乱)(无)(序)(的)(管)(理)(方)(式)(,让)(IT资)(源)(为)(企)(业)(的)(业)(务)(提)(供)(高)(效)(的)(IT服)(务)(并)(创)(造)(价)(值)(。
从)(上)(世)(纪)(80年)(代)(以)(来)(,ITSM一)(共)(经)(历)(了)(两)(次)(重)(大)(变)(革)(。第)(一)(次)(变)(革)(发)(展)(于)(上)(世)(纪)(90年)(代)(中)(期)(,盲)(目)(、混)(乱)(的)(IT运)(维)(和)(服)(务)(状)(态)(迫)(切)(需)(要)(一)(个)(管)(理)(工)(具)(使)(IT的)(管)(理)(规)(范)(化)(、自)(动)(化)(、流)(程)(化)(,因)(此)(催)(生)(了)(ITSM市)(场)(,IT管)(理)(由)(混)(乱)(步)(入)(集)(中)(,这)(个)(阶)(段)(的)(ITSM基)(于)(本)(地)(部)(署)(模)(式)(,代)(表)(产)(品)(为)(BMC公)(司)(的)(Remedy产)(品)(;第)(二)(次)(变)(革)(出)(现)(在)(2005年)(之)(后)(,企)(业)(级)(SaaS兴)(起)(冲)(击)(ITSM传)(统)(本)(地)(部)(署)(模)(式)(,ServiceNow提)(供)(基)(于)(SaaS模)(式)(的)(ITSM产)(品)(,SaaS服)(务)(模)(式)(相)(较)(于)(传)(统)(的)(本)(地)(部)(署)(的)(License模)(式)(,拥)(有)(轻)(资)(产)(、云)(端)(部)(署)(随)(时)(随)(地)(使)(用)(、升)(级)(便)(捷)(、扩)(展)(速)(度)(快)(、成)(本)(灵)(活)(按)(需)(收)(费)(等)(优)(点)(,ServiceNow的)(ITSM产)(品)(一)(经)(面)(世)(迅)(速)(获)(得)(了)(市)(场)(的)(肯)(定)(,迅)(速)(弯)(道)(超)(车)(占)(领)(ITSM市)(场)(第)(一)(位)(置)(。
2.1、规)(范)(化)(自)(动)(化)(需)(求)(催)(生)(ITSM,IT管)(理)(由)(混)(乱)(步)(入)(集)(中)(
传)(统)(基)(于)(全)(人)(力)(管)(理)(的)(IT运)(维)(团)(队)(迫)(切)(需)(要)(规)(范)(化)(流)(程)(化)(自)(动)(化)(工)(具)(,催)(生)(了)(ITSM产)(品)(。随)(着)(企)(业)(IT系)(统)(越)(来)(越)(复)(杂)(,各)(大)(型)(公)(司)(的)(服)(务)(器)(和)(PC机)(分)(布)(在)(公)(司)(各)(个)(部)(门)(,在)(这)(些)(硬)(件)(平)(台)(上)(每)(家)(公)(司)(又)(搭)(建)(了)(庞)(大)(的)(应)(用)(系)(统)(包)(括)(SCM(供)(应)(链)(管)(理)()、ERP(企)(业)(资)(源)(管)(理)()、CRM(客)(户)(关)(系)(管)(理)()等)(等)(,任)(何)(一)(环)(出)(现)(问)(题)(影)(响)(了)(公)(司)(业)(务)(的)(顺)(利)(进)(行)(都)(会)(造)(成)(重)(大)(损)(失)(,因)(此)(如)(何)(保)(障)(公)(司)(IT系)(统)(的)(正)(常)(运)(行)(从)(而)(保)(障)(公)(司)(的)(核)(心)(业)(务)(是)(每)(家)(公)(司)(发)(展)(壮)(大)(必)(须)(面)(对)(的)(问)(题)(。
尽)(管)(所)(有)(大)(型)(企)(业)(都)(有)(IT运)(维)(部)(门)(,但)(如)(果)(没)(有)(规)(范)(流)(程)(和)(方)(法)(,将)(影)(响)(着)(企)(业)(IT服)(务)(的)(效)(率)(和)(质)(量)(,IT系)(统)(一)(旦)(任)(何)(一)(个)(环)(节)(出)(现)(了)(故)(障)(,将)(给)(企)(业)(带)(来)(巨)(大)(损)(失)(。传)(统)(的)(基)(于)(大)(量)(人)(力)(管)(理)(IT的)(企)(业)(会)(面)(临)(着)(下)(列)(问)(题)(:
IT技)(术)(已)(经)(成)(为)(业)(务)(的)(必)(要)(工)(具)(,基)(础)(架)(构)(、核)(心)(业)(务)(系)(统)(可)(用)(性)(要)(求)(高)(;
IT环)(境)(还)(不)(是)(足)(够)(可)(靠)(,容)(易)(出)(现)(问)(题)(;
IT系)(统)(出)(现)(问)(题)(后)(,难)(以)(从)(成)(千)(上)(万)(的)(设)(备)(中)(快)(速)(、准)(确)(找)(到)(根)(本)(原)(因)(;需)(要)(IT运)(维)(人)(员)(足)(以)(登)(录)(每)(台)(设)(备)(进)(行)(排)(查)(故)(障)(隐)(患)(和)(检)(测)(;
发)(现)(问)(题)(后)(,难)(以)(找)(到)(相)(应)(人)(员)(进)(行)(修)(复)(和)(处)(理)(,缺)(乏)(流)(程)(化)(故)(障)(处)(理)(机)(制)(;
对)(于)(大)(批)(量)(网)(络)(设)(备)(、主)(机)(服)(务)(器)(、应)(用)(系)(统)(没)(有)(一)(个)(统)(一)(的)(平)(台)(,不)(能)(制)(定)(统)(一)(的)(管)(理)(策)(略)(,故)(障)(排)(除)(效)(率)(低)(;
处)(理)(问)(题)(时)(,欠)(缺)(规)(范)(化)(的)(解)(决)(方)(案)(;
IT管)(理)(信)(息)(形)(成)(信)(息)(孤)(岛)(,难)(以)(共)(享)(;团)(队)(不)(能)(有)(效)(协)(作)(;
对)(问)(题)(的)(发)(现)(及)(解)(决)(过)(程)(缺)(乏)(全)(面)(的)(跟)(踪)(记)(录)(;
为)(保)(障)(运)(维)(稳)(定)(,IT管)(理)(服)(务)(团)(队)(规)(模)(大)(,人)(力)(成)(本)(高)(昂)(。
ITIL定)(义)(了)(IT服)(务)(管)(理)(与)(支)(持)(的)(标)(准)(和)(规)(范)(。在)(上)(世)(纪)(90年)(代)(之)(前)(,企)(业)(如)(需)(要)(防)(止)(系)(统)(不)(宕)(机)(、数)(据)(不)(丢)(失)(等)(突)(发)(性)(时)(间)(给)(企)(业)(带)(来)(损)(失)(,则)(需)(要)(大)(量)(专)(业)(的)(IT运)(维)(人)(员)(。即)(使)(拥)(有)(专)(业)(的)(IT运)(维)(团)(队)(,企)(业)(的)(技)(术)(人)(员)(关)(于)(IT事)(项)(的)(沟)(通)(与)(处)(理)(还)(停)(留)(在)(使)(用)(邮)(件)(和)(电)(子)(表)(格)(的)(层)(次)(,沟)(通)(和)(对)(事)(件)(的)(处)(理)(缺)(乏)(规)(范)(化)(流)(程)(。IT运)(维)(人)(员)(往)(往)(同)(时)(担)(当)(起)(监)(控)(IT系)(统)(、日)(常)(设)(备)(管)(理)(、故)(障)(排)(除)(等)(职)(责)(,工)(作)(强)(度)(和)(工)(作)(压)(力)(非)(常)(巨)(大)(,但)(是)(缺)(乏)(规)(划)(的)(流)(程)(导)(致)(工)(作)(分)(工)(不)(合)(理)(、IT运)(维)(效)(率)(低)(下)(、维)(护)(不)(及)(时)(。因)(此)(可)(以)(说)(早)(期)(对)(IT的)(管)(理)(还)(处)(于)(被)(动)(服)(务)(的)(第)(一)(层)(次)(。
IT服)(务)(管)(理)(的)(更)(高)(层)(次)(则)(是)(变)(被)(动)(服)(务)(为)(主)(动)(服)(务)(,甚)(至)(能)(够)(先)(知)(先)(觉)(,预)(测)(到)(可)(能)(会)(出)(现)(的)(问)(题)(、从)(而)(能)(主)(动)(处)(理)(问)(题)(,而)(实)(现)(这)(一)(目)(标)(的)(关)(键)(需)(要)(IT管)(理)(工)(具)(的)(支)(撑)(以)(及)(规)(范)(的)(流)(程)(。20世)(纪)(80年)(代)(中)(期)(英)(国)(商)(务)(部)(制)(订)(ITIL(ITInfrastructureLibrary,IT基)(础)(架)(构)(库)(),对)(IT服)(务)(支)(持)(的)(内)(容)(和)(实)(践)(提)(供)(了)(非)(常)(客)(观)(、清)(晰)(、可)(量)(化)(的)(标)(准)(和)(规)(范)(,此)(后)(ITIL成)(为)(IT管)(理)(最)(广)(泛)(的)(国)(际)(标)(准)(,ITIL的)(核)(心)(模)(块)(即)(是)(IT服)(务)(管)(理)(。
根)(据)(ITIL的)(定)(义)(,ITSM包)(含)(服)(务)(交)(付)(和)(服)(务)(支)(持)(。服)(务)(交)(付)(讨)(论)(客)(户)(的)(服)(务)(需)(求)(,以)(及)(提)(供)(这)(些)(服)(务)(所)(需)(要)(具)(备)(的)(因)(素)(;服)(务)(支)(持)(讨)(论)(客)(户)(如)(何)(得)(到)(适)(当)(的)(服)(务)(,以)(支)(持)(其)(业)(务)(需)(求)(。
ITSM管)(理)(平)(台)(使)(得)(IT管)(理)(从)(杂)(乱)(无)(序)(变)(得)(规)(划)(化)(自)(动)(化)(。很)(多)(企)(业)(需)(要)(实)(施)(事)(件)(管)(理)(,变)(更)(管)(理)(、资)(产)(管)(理)(、服)(务)(水)(平)(管)(理)(,但)(是)(很)(少)(企)(业)(的)(IT运)(维)(团)(队)(采)(用)(一)(个)(工)(具)(用)(来)(整)(合)(所)(有)(管)(理)(。ITSM通)(过)(整)(合)(这)(些)(核)(心)(流)(程)(,实)(现)(IT管)(理)(的)(规)(范)(化)(、流)(程)(化)(从)(而)(极)(大)(降)(低)(人)(为)(误)(操)(作)(的)(概)(率)(,并)(且)(可)(以)(预)(期)(潜)(在)(问)(题)(,为)(IT部)(门)(相)(应)(配)(备)(资)(源)(和)(制)(定)(相)(关)(应)(对)(措)(施)(,一)(旦)(出)(现)(问)(题)(及)(时)(有)(效)(恢)(复)(。
图)(11描)(述)(了)(当)(一)(个)(突)(发)(事)(件)(发)(生)(后)(各)(相)(关)(流)(程)(的)(启)(动)(和)(运)(行)(,当)(一)(个)(用)(户)(致)(电)(服)(务)(台)((ServiceDesk),报)(告)(在)(线)(服)(务)(系)(统)(的)(响)(应)(时)(间)(延)(迟)(至)(不)(可)(接)(受)(程)(度)(时)(候)(,ITSM各)(相)(关)(流)(程)(的)(自)(动)(启)(动)(运)(行)(的)(过)(程)(。
相)(较)(完)(全)(没)(有)(管)(理)(手)(段)(的)(IT系)(统)(,IT服)(务)(管)(理)(软)(件)(能)(够)(利)(用)(流)(程)(化)(的)(方)(式)(规)(范)(制)(度)(,让)(服)(务)(管)(理)(进)(一)(步)(体)(现)(协)(同)(、社)(交)(、移)(动)(、智)(能)(,实)(现)(企)(业)(一)(体)(化)(、规)(范)(化)(、互)(联)(化)(、智)(能)(化)(,具)(有)(减)(低)(IT成)(本)(,提)(高)(员)(工)(效)(率)(,减)(少)(宕)(机)(时)(间)(等)(优)(势)(,根)(据)(BMC统)(计)(的)(结)(果)(,ITSM可)(以)(让)(员)(工)(效)(率)(提)(升)(60%,成)(本)(减)(低)(25%。
2.2、企)(业)(级)(SaaS兴)(起)(冲)(击)(ITSM传)(统)(本)(地)(部)(署)(模)(式)(
传)(统)(本)(地)(部)(署)(产)(品)(已)(不)(能)(满)(足)(客)(户)(灵)(活)(需)(求)(。传)(统)(的)(ITSM产)(品)(发)(展)(于)(上)(世)(纪)(90年)(代)(中)(期)(,这)(些)(产)(品)(具)(有)(缺)(乏)(灵)(活)(性)(、存)(在)(冗)(余)(、高)(度)(手)(动)(等)(缺)(点)(。在)(大)(部)(分)(情)(况)(下)(,随)(着)(客)(户)(的)(性)(质)(发)(生)(变)(化)(,原)(有)(的)(ITSM产)(品)(不)(能)(随)(之)(改)(变)(以)(满)(足)(客)(户)(需)(求)(,例)(如)(一)(家)(公)(司)(发)(展)(壮)(大)(,原)(先)(购)(买)(的)(部)(署)(在)(本)(地)(的)(ITSM方)(案)(不)(能)(满)(足)(企)(业)(发)(展)(需)(求)(,则)(需)(要)(再)(次)(重)(新)(购)(买)(一)(个)(新)(系)(统)(,为)(了)(节)(约)(昂)(贵)(的)(再)(次)(购)(买)(费)(用)(,很)(多)(公)(司)(壮)(大)(之)(后)(会)(购)(买)(原)(系)(统)(缺)(乏)(的)(功)(能)(,这)(些)(新)(功)(能)(与)(原)(ITSM功)(能)(往)(往)(被)(简)(单)(拼)(凑)(在)(一)(起)(。相)(比)(较)(下)(,ServiceNow的)(SaaS模)(式)(具)(有)(高)(灵)(活)(性)(,很)(多)(客)(户)(在)(此)(模)(式)(下)(首)(先)(订)(阅)(基)(础)(功)(能)((如)(事)(件)(管)(理)(、问)(题)(管)(理)(和)(变)(更)(管)(理)(),此)(后)(可)(根)(据)(公)(司)(规)(模)(订)(阅)(新)(功)(能)(。
ServiceNowSaaS模)(式)(迅)(速)(吞)(噬)(传)(统)(软)(件)(ITSM市)(场)(。2005年)(ServiceNow以)(SaaS的)(服)(务)(形)(式)(进)(入)(ITSM市)(场)(,SaaS订)(阅)(服)(务)(方)(式)(展)(现)(出)(了)(巨)(大)(的)(优)(势)(,迅)(速)(吞)(噬)(传)(统)(软)(件)(公)(司)(的)(市)(场)(。传)(统)(大)(型)(综)(合)(性)(软)(件)(公)(司)(如)(BMC、IBM、HP在)(SaaS领)(域)(进)(展)(缓)(慢)(,在)(与)(ServiceNow的)(竞)(争)(中)(已)(无)(明)(显)(优)(势)(。
我)(们)(认)(为)(,ServiceNow在)(ITSM领)(域)(能)(迅)(速)(占)(领)(市)(场)(,主)(要)(来)(自)(于)(SaaS模)(式)(的)(企)(业)(级)(服)(务)(于)(传)(统)(软)(件)(的)(License模)(式)(之)(间)(的)(巨)(大)(差)(异)(:
基)(于)(云)(端)(模)(式)(,不)(需)(要)(高)(昂)(固)(定)(成)(本)(。传)(统)(软)(件)(模)(式)(需)(要)(在)(本)(地)(安)(装)(和)(维)(护)(费)(用)(昂)(贵)(的)(基)(础)(设)(施)(硬)(件)(和)(软)(件)(,并)(且)(只)(能)(在)(本)(地)(使)(用)(;SaaS的)(模)(式)(下)(部)(署)(在)(云)(端)(,客)(户)(不)(需)(要)(购)(买)(高)(昂)(的)(固)(定)(设)(施)(就)(可)(以)(随)(时)(随)(地)(快)(速)(使)(用)(公)(司)(的)(服)(务)(。
创)(新)(性)(强)(、更)(新)(迅)(速)(。许)(多)(传)(统)(IT管)(理)(产)(品)(产)(生)(于)(数)(十)(年)(前)(,此)(后)(被)(广)(泛)(应)(用)(,从)(而)(带)(来)(许)(多)(完)(全)(不)(同)(的)(、冗)(余)(的)(解)(决)(方)(案)(,这)(些)(产)(品)(的)(厂)(商)(往)(往)(依)(赖)(于)(收)(购)(和)(合)(作)(伙)(伴)(关)(系)(来)(扩)(展)(其)(产)(品)(,并)(没)(有)(重)(新)(设)(计)(解)(决)(方)(案)(提)(供)(客)(户)(所)(期)(望)(的)(无)(缝)(集)(成)(平)(台)(。此)(外)(,同)(一)(企)(业)(不)(同)(的)(业)(务)(部)(门)(之)(间)(会)(有)(重)(叠)(的)(解)(决)(方)(案)(,特)(别)(是)(那)(些)(通)(过)(收)(购)(获)(得)(增)(长)(的)(公)(司)(。因)(此)(传)(统)(IT管)(理)(产)(品)(已)(经)(难)(以)(满)(足)(企)(业)(的)(特)(定)(需)(求)(,很)(难)(将)(旗)(下)(产)(品)(与)(第)(三)(方)(解)(决)(方)(案)(集)(成)(。
软)(件)(升)(级)(便)(捷)(。传)(统)(IT管)(理)(产)(品)(由)(于)(拥)(有)(自)(身)(架)(构)(和)(专)(有)(语)(言)(,这)(些)(不)(灵)(活)(的)(产)(品)(通)(常)(无)(法)(轻)(松)(定)(制)(以)(满)(足)(客)(户)(的)(业)(务)(需)(求)(,难)(以)(集)(成)(和)(维)(护)(,因)(此)(企)(业)(需)(要)(让)(业)(务)(流)(程)(来)(适)(应)(软)(件)(的)(功)(能)(。然)(而)(,一)(旦)(传)(统)(IT管)(理)(产)(品)(被)(安)(装)(、集)(成)(和)(定)(制)(,升)(级)(会)(面)(临)(很)(大)(挑)(战)(。因)(为)(传)(统)(IT管)(理)(解)(决)(方)(案)(下)(每)(次)(软)(件)(的)(新)(版)(本)(定)(期)(发)(布)(时)(,客)(户)(通)(常)(需)(要)(重)(新)(更)(新)(软)(件)(,升)(级)(过)(程)(很)(长)(,往)(往)(会)(对)(业)(务)(造)(成)(破)(坏)(。ServiceNowSaaS的)(升)(级)(可)(以)(与)(客)(户)(配)(置)(兼)(容)(并)(快)(速)(升)(级)(,对)(正)(在)(进)(行)(的)(操)(作)(中)(断)(影)(响)(最)(小)(化)(,使)(客)(户)(能)(够)(处)(于)(最)(新)(版)(本)(。升)(级)(作)(为)(订)(阅)(服)(务)(的)(一)(部)(分)(,不)(需)(要)(本)(地)(专)(业)(的)(IT服)(务)(人)(员)(来)(实)(施)(。
成)(本)(费)(用)(低)(廉)(。如)(图)(12所)(示)(,传)(统)(本)(地)(部)(署)(模)(式)(初)(次)(购)(买)(产)(品)(需)(要)(高)(昂)(的)(License费)(用)(,在)(未)(来)(的)(更)(新)(换)(代)(中)(又)(需)(要)(支)(付)(升)(级)(费)(用)(,同)(时)(由)(于)(部)(署)(在)(本)(地)(还)(需)(要)(一)(定)(的)(维)(护)(费)(用)(;而)(SaaS模)(式)(由)(于)(部)(署)(在)(云)(端)(,不)(需)(要)(基)(础)(设)(施)(,所)(以)(没)(有)(安)(装)(费)(用)(,每)(年)(通)(过)(订)(阅)(方)(式)(收)(费)(,成)(本)(低)(廉)(并)(且)(可)(预)(见)(,没)(有)(额)(外)(的)(运)(维)(费)(用)(和)(升)(级)(费)(用)(。
按)(需)(收)(费)(,灵)(活)(有)(弹)(性)(。SaaS模)(式)(下)(企)(业)(可)(以)(在)(不)(同)(时)(间)(根)(据)(自)(己)(的)(需)(求)(定)(制)(服)(务)(。例)(如)(在)(成)(长)(初)(期)(企)(业)(可)(以)(选)(择)(性)(地)(选)(取)(规)(模)(较)(小)(、功)(能)(较)(少)(的)(服)(务)(,费)(用)(成)(本)(低)(廉)(。在)(后)(期)(业)(务)(扩)(张)(后)(,可)(以)(根)(据)(业)(务)(量)(相)(对)(应)(弹)(性)(扩)(容)(。给)(企)(业)(节)(省)(现)(金)(流)(,一)(定)(程)(度)(规)(避)(了)(固)(定)(成)(本)(损)(失)(。如)(图)(13为)(澳)(大)(利)(亚)(一)(家)(提)(供)(基)(于)(SaaS模)(式)(的)(ITSM服)(务)(的)(公)(司)(Atlassian的)(产)(品)(定)(价)(。
总)(的)(来)(说)(,SaaS服)(务)(模)(式)(相)(较)(于)(传)(统)(的)(本)(地)(部)(署)(的)(License模)(式)(,拥)(有)(轻)(资)(产)(、云)(端)(部)(署)(随)(时)(随)(地)(使)(用)(、升)(级)(便)(捷)(、扩)(展)(速)(度)(快)(、成)(本)(灵)(活)(按)(需)(收)(费)(等)(优)(点)(,因)(此)(大)(量)(的)(提)(供)(SaaS企)(业)(级)(服)(务)(的)(公)(司)(在)(2000年)(后)(获)(得)(了)(非)(常)(高)(速)(的)(成)(长)(。除)(ServiceNow外)(,Salesforce、Workday、Zendesk一)(大)(批)(公)(司)(相)(继)(上)(市)(,冲)(击)(包)(括)(CRM、ERP、财)(务)(、OA、客)(服)(、招)(聘)(等)(领)(域)(,形)(成)(了)(相)(对)(完)(整)(的)(产)(业)(链)(条)(,最)(近)(几)(年)(涌)(现)(了)(一)(批)(SaaS领)(域)(的)(独)(角)(兽)(公)(司)(。
SaaS行)(业)(兴)(起)(,美)(国)(各)(领)(域)(传)(统)(IT企)(业)(面)(临)(重)(新)(洗)(牌)(大)(趋)(势)(。2000年)(后)(,伴)(随)(着)(Salesforce的)(成)(立)(,CRM、ERP、财)(务)(等)(传)(统)(的)(内)(部)(管)(理)(领)(域)(的)(SaaS公)(司)(大)(量)(出)(现)(,产)(品)(主)(要)(是)(细)(分)(领)(域)(的)(服)(务)(软)(件)(。2005年)(后)(,Workday、Zendesk等)(公)(司)(相)(继)(上)(市)(,之)(后)(在)(企)(业)(社)(交)(、客)(服)(、招)(聘)(等)(新)(领)(域)(也)(开)(始)(涌)(现)(一)(批)(SaaS公)(司)(,形)(成)(了)(完)(整)(的)(产)(业)(链)(条)(。与)(此)(同)(时)(,部)(分)(传)(统)(软)(件)(公)(司)(也)(积)(极)(推)(出)(SaaS产)(品)(,美)(国)(的)(SaaS服)(务)(行)(业)(进)(入)(蓬)(勃)(发)(展)(阶)(段)(。
2.3、ServiceNow抢)(先)(布)(局)(SaaS,ITSM领)(域)(快)(速)(超)(车)(
从)(上)(世)(纪)(90年)(代)(开)(始)(,BMC公)(司)(的)(Remedy产)(品)(曾)(在)(传)(统)(的)(基)(于)(本)(地)(部)(署)(模)(式)(的)(ITSM市)(场)(处)(于)(领)(先)(地)(位)(。在)(ServiceNow进)(入)(市)(场)(之)(前)(,IT管)(理)(软)(件)(行)(业)(的)(龙)(头)(公)(司)(为)(BMC、CA、IBM、HP四)(家)(被)(称)(为)(BigFour的)(公)(司)(,这)(四)(家)(公)(司)(的)(产)(品)(线)(丰)(富)(,覆)(盖)(了)(IT监)(控)(、ITSM和)(自)(动)(化)(等)(众)(多)(领)(域)(。尤)(其)(是)(BMC的)(Remedy产)(品)(在)(ITSM领)(域)(处)(于)(市)(场)(明)(显)(领)(先)(地)(位)(,紧)(随)(其)(后)(的)(是)(HP。
ServiceNow在)(ITSM领)(域)(快)(速)(抢)(先)(布)(局)(SaaS模)(式)(,成)(功)(实)(现)(弯)(道)(超)(车)(。现)(如)(今)(ServiceNow已)(是)(ITSM领)(域)(的)(领)(导)(者)(、全)(球)(第)(三)(大)(SaaS上)(市)(公)(司)(。根)(据)(IDC统)(计)(数)(据)(,2016年)(ServiceNow的)(ITSM市)(场)(占)(有)(率)(遥)(遥)(领)(先)(于)(其)(他)(公)(司)(,占)(据)(了)(31.8%的)(份)(额)(。紧)(随)(其)(后)(的)(BMC、HP、CA的)(市)(场)(份)(额)(分)(别)(已)(经)(下)(降)(至)(18.8%、4.6%、2.9%。在)(众)(多)(提)(供)(ITSM服)(务)(的)(厂)(商)(中)(,ServiceNow是)(唯)(一)(一)(家)(在)(过)(去)(几)(年)(里)(市)(场)(份)(额)(上)(升)(的)(公)(司)(。
细)(化)(到)(SaaS领)(域)(的)(市)(场)(,ServiceNow的)(ITSM产)(品)(已)(站)(稳)(霸)(主)(地)(位)(。在)(ServiceNow的)(SaaS产)(品)(迅)(速)(挤)(占)(市)(场)(空)(间)(的)(情)(况)(下)(,BMC等)(其)(它)(厂)(商)(也)(相)(应)(推)(出)(SaaS产)(品)(,但)(是)(由)(于)(后)(发)(、产)(品)(性)(能)(等)(问)(题)(,始)(终)(无)(法)(与)(ServiceNow在)(ITSM-SaaS领)(域)(展)(开)(竞)(争)(。2016年)(ITSM-SaaS这)(一)(领)(域)(ServiceNow独)(占)(67.3%的)(份)(额)(。在)(市)(场)(份)(额)(遥)(遥)(领)(先)(其)(他)(公)(司)(的)(情)(况)(下)(,ServiceNow依)(然)(保)(持)(着)(高)(速)(的)(增)(长)(速)(度)(,2015年)(ServiceNow的)(ITSM收)(入)(增)(速)(为)(50%,而)(传)(统)(公)(司)(如)(IBM、CA、BMC则)(增)(长)(较)(为)(缓)(慢)(,ServiceNow还)(在)(进)(一)(步)(侵)(占)(BMC、HP等)(传)(统)(领)(先)(企)(业)(的)(市)(场)(份)(额)(。
总)(结)(ServiceNow能)(够)(快)(速)(占)(领)(市)(场)(的)(原)(因)(如)(下)(:
第)(一)(,SaaS交)(付)(模)(式)(降)(低)(总)(体)(拥)(有)(成)(本)(,快)(速)(实)(施)(。如)(前)(文)(所)(述)(,ServiceNow推)(出)(的)(SaaS产)(品)(完)(全)(部)(署)(在)(云)(端)(;传)(统)(软)(件)(厂)(商)(在)(云)(计)(算)(上)(反)(应)(迟)(钝)(,在)(ServiceNow的)(SaaS产)(品)(快)(速)(获)(得)(成)(功)(后)(,其)(余)(公)(司)(也)(推)(出)(了)(自)(己)(的)(SaaS产)(品)(,但)(依)(然)(保)(留)(着)(原)(来)(的)(本)(地)(部)(署)(的)(解)(决)(方)(案)(。
第)(二)(,全)(球)(化)(/规)(范)(化)(的)(单)(一)(的)(IT管)(理)(系)(统)(。传)(统)(供)(应)(商)(的)(市)(场)(策)(略)(使)(得)(其)(提)(供)(的)(产)(品)(数)(量)(变)(得)(复)(杂)(化)(。例)(如)(,BMC提)(供)(四)(种)(不)(同)(的)(IT服)(务)(产)(品)((Track-It!,RemedyForce,FootPrints和)(Remedy),这)(使)(得)(客)(户)(的)(决)(策)(流)(程)(变)(得)(复)(杂)(化)(,而)(ServiceNow提)(供)(给)(企)(业)(一)(个)(可)(以)(在)(全)(球)(规)(范)(化)(的)(平)(台)(。
第)(三)(,多)(实)(例)(架)(构)(在)(获)(得)(大)(中)(型)(客)(户)(上)(有)(巨)(大)(竞)(争)(力)(,大)(型)(客)(户)(增)(长)(明)(显)(。
第)(四)(,自)(动)(升)(级)(,维)(护)(定)(制)(的)(灵)(活)(性)(,流)(程)(的)(自)(动)(化)(。
第)(五)(,在)(整)(个)(平)(台)(中)(嵌)(入)(协)(作)(和)(社)(交)(工)(具)(。
三)(、公)(司)(提)(供)(多)(元)(服)(务)(,打)(造)(全)(方)(位)(生)(态)(框)(架)(
3.1、起)(步)(于)(ITSMSaaS化)(,多)(实)(例)(架)(构)(更)(易)(获)(得)(大)(型)(客)(户)(
ServiceNow的)(核)(心)(产)(品)(是)(ITSM,即)(利)(用)(管)(理)(工)(具)(对)(IT基)(础)(设)(施)(系)(统)(的)(规)(划)(、研)(发)(、实)(行)(和)(运)(营)(进)(行)(规)(范)(化)(、流)(程)(化)(的)(管)(理)(。ITSM和)(ITOM共)(同)(组)(成)(“IT部)(门)(的)(ERP”,ITOM(ITOperationManagement,IT运)(维)(管)(理)()是)(ITSM的)(前)(提)(:ITOM对)(IT基)(础)(设)(施)(的)(性)(能)(进)(行)(监)(测)(和)(诊)(断)(,一)(旦)(发)(现)(问)(题)(后)(ITSM提)(供)(服)(务)(和)(支)(持)(。
随)(着)(ITSM工)(具)(的)(发)(展)(,很)(多)(ITSM的)(工)(具)(与)(ITOM的)(子)(版)(块)(有)(非)(常)(多)(的)(交)(叉)(融)(合)(,所)(以)(我)(们)(很)(难)(以)(对)(ITSM和)(ITOM的)(区)(别)(进)(行)(明)(显)(的)(界)(定)(。根)(据)(ServiceNow官)(网)(上)(的)(分)(类)(,ServiceNow现)(有)(的)(ITSM产)(品)(包)(括)(事)(件)(管)(理)(、更)(换)(管)(理)(、问)(题)(管)(理)(、发)(布)(管)(理)(、资)(产)(管)(理)(、精)(简)(版)(等)(;ITOM产)(品)(包)(括)(发)(现)(、CMDB、服)(务)(映)(射)(、业)(务)(流)(程)(、云)(管)(理)(等)(服)(务)(。
图)(17-图)(20分)(别)(是)(ServiceNowITSM产)(品)(中)(几)(款)(较)(为)(核)(心)(的)(产)(品)(的)(使)(用)(界)(面)(,由)(此)(可)(见)(ITSM主)(要)(在)(于)(把)(IT业)(务)(流)(程)(可)(视)(化)(、规)(范)(化)(、流)(程)(化)(,节)(省)(大)(量)(人)(力)(成)(本)(:
服)(务)(管)(理)(:客)(户)(订)(阅)(服)(务)(的)(总)(窗)(口)(。
事)(件)(管)(理)(:提)(供)(所)(有)(已)(解)(决)(、在)(解)(决)(、将)(解)(决)(的)(所)(有)(事)(项)(的)(数)(据)(和)(任)(务)(分)(配)(。
变)(更)(管)(理)(:将)(所)(有)(IT状)(态)(的)(变)(更)(数)(据)(化)(、图)(像)(化)(。
资)(产)(管)(理)(:将)(产)(生)(的)(费)(用)(分)(组)(构)(成)(细)(分)(帐)(户)(的)(图)(表)(。
多)(实)(例)(架)(构)(更)(易)(获)(得)(大)(客)(户)(。ServiceNow的)(ITSM产)(品)(采)(用)(多)(租)(户)(多)(实)(例)(架)(构)(SaaS模)(式)(,可)(配)(置)(、高)(性)(能)(、可)(伸)(缩)(的)(特)(点)(更)(易)(获)(得)(大)(型)(企)(业)(客)(户)(的)(信)(赖)(。因)(此)(ServiceNow在)(福)(布)(斯)(全)(球)(前)(2000强)(客)(户)(的)(覆)(盖)(率)(一)(直)(持)(续)(攀)(高)(。
根)(据)(SaaS应)(用)(是)(否)(具)(有)(可)(配)(置)(性)(、高)(性)(能)(、可)(伸)(缩)(性)(的)(特)(性)(,SaaS成)(熟)(度)(模)(型)(被)(分)(成)(四)(级)(。
初)(级)(成)(熟)(度)(模)(型)(:多)(租)(户)(多)(实)(例)(架)(构)(。与)(传)(统)(的)(项)(目)(类)(软)(件)(仅)(仅)(只)(是)(商)(业)(模)(式)(上)(有)(所)(差)(别)(,传)(统)(的)(的)(商)(业)(模)(式)(经)(过)(改)(造)(,具)(备)(了)(按)(需)(付)(费)(、由)(软)(件)(商)(部)(署)(软)(件)(等)(特)(性)(但)(应)(用)(架)(构)(上)(不)(做)(调)(整)(即)(为)(以)(及)(成)(熟)(度)(。
二)(级)(成)(熟)(度)(模)(型)(:与)(初)(级)(成)(熟)(度)(模)(型)(无)(太)(大)(差)(别)(。差)(别)(在)(于)(初)(级)(成)(熟)(度)(模)(型)(每)(个)(实)(例)((instance)专)(属)(一)(份)(代)(码)(,二)(级)(成)(熟)(度)(每)(个)(实)(例)(共)(享)(一)(个)(代)(码)(。由)(于)(初)(级)(、二)(级)(无)(太)(大)(明)(显)(差)(别)(,因)(此)(可)(将)(其)(合)(并)(成)(一)(级)(。
三)(级)(成)(熟)(度)(模)(型)(:多)(租)(户)((multi-tenant)单)(实)(例)(架)(构)(。极)(大)(发)(挥)(SaaS应)(用)(的)(规)(模)(效)(应)(,有)(效)(降)(低)(硬)(件)(和)(运)(行)(维)(护)(成)(本)(。大)(部)(分)(的)(SaaS公)(司)(的)(产)(品)(都)(使)(用)(此)(成)(熟)(度)(模)(型)(。
四)(级)(成)(熟)(度)(模)(型)(:将)(三)(级)(成)(熟)(度)(模)(型)(扩)(展)(为)(多)(租)(户)(多)(实)(例)(架)(构)(,增)(加)(TenantLoadBalance层)(,将)(已)(接)(入)(用)(户)(数)(据)(分)(配)(到)(不)(同)(Instance以)(分)(担)(用)(户)(访)(问)(的)(方)(式)(,解)(决)(多)(租)(户)(单)(实)(例)(应)(用)(架)(构)(下)(集)(中)(式)(数)(据)(库)(随)(租)(户)(数)(量)(增)(多)(而)(性)(能)(受)(限)(的)(问)(题)(。这)(是)(一)(种)(高)(效)(的)(水)(平)(扩)(展)(策)(略)(,在)(租)(户)(数)(量)(大)(增)(时)(,无)(需)(更)(改)(应)(用)(架)(构)(,而)(仅)(需)(简)(单)(增)(加)(硬)(件)(设)(备)(数)(量)(就)(可)(实)(现)(“支)(撑)(应)(用)(规)(模)(增)(长)(,方)(便)(实)(施)(应)(用)(修)(改)(”的)(效)(果)(。
大)(部)(分)(的)(SaaS公)(司)(使)(用)(三)(级)(成)(熟)(度)(模)(型)(,与)(传)(统)(软)(件)(公)(司)(的)(区)(别)(在)(于)(多)(租)(户)(架)(构)((Multi-tenant),在)(多)(租)(户)(模)(式)(下)(一)(个)(应)(用)(实)(例)(服)(务)(多)(个)(企)(业)(客)(户)(,SaaS厂)(商)(提)(供)(的)(服)(务)(是)(这)(些)(企)(业)(客)(户)(不)(同)(需)(求)(的)(交)(集)(。因)(此)(虽)(然)(它)(带)(来)(前)(文)(所)(提)(及)(的)(部)(署)(简)(单)(、升)(级)(效)(率)(高)(等)(优)(势)(,但)(是)(定)(制)(化)(程)(度)(不)(高)(。这)(种)(模)(式)(有)(如)(下)(特)(点)(:
对)(于)(小)(微)(企)(业)(来)(说)(,由)(于)(小)(微)(企)(业)(客)(户)(需)(求)(简)(单)(,因)(此)(大)(部)(分)(SaaS产)(品)(的)(功)(能)(基)(本)(能)(满)(足)(业)(务)(的)(要)(求)(。
对)(于)(大)(中)(型)(企)(业)(来)(说)(,由)(于)(内)(部)(流)(程)(和)(企)(业)(架)(构)(复)(杂)(,非)(定)(制)(化)(很)(难)(满)(足)(企)(业)(使)(用)(需)(求)(。
区)(别)(于)(大)(部)(分)(提)(供)(多)(租)(户)(架)(构)(的)(SaaS企)(业)(,ServiceNow提)(供)(多)(租)(户)(多)(实)(例)((Multi-instance)架)(构)(。虽)(然)(许)(多)(SaaS技)(术)(人)(员)(不)(会)(将)(多)(实)(例)(架)(构)(视)(为)(“纯)(SaaS”,但)(对)(于)(大)(部)(分)(不)(习)(惯)(和)(其)(他)(企)(业)(共)(享)(一)(个)(数)(据)(库)(的)(企)(业)(客)(户)(来)(说)(,ServiceNow的)(多)(实)(例)(架)(构)(给)(它)(们)(提)(供)(了)(安)(全)(保)(障)(,在)(获)(得)(高)(粘)(度)(、低)(流)(失)(率)(的)(G2K大)(型)(客)(户)(上)(有)(明)(显)(优)(势)(:
Multi-instance架)(构)(给)(每)(一)(个)(客)(户)(的)(数)(据)(库)(都)(提)(供)(了)(专)(有)(的)(实)(例)(。大)(多)(数)(大)(型)(企)(业)(客)(户)(对)(客)(户)(/供)(应)(商)(/合)(作)(伙)(伴)(都)(有)(一)(些)(合)(同)(义)(务)(,所)(以)(需)(要)(确)(保)(数)(据)(保)(密)(,因)(此)(风)(险)(厌)(恶)(的)(大)(型)(企)(业)(觉)(得)(拥)(有)(唯)(一)(的)(数)(据)(库)(实)(例)(更)(安)(全)(。ServiceNow使)(用)(Multi-instance虚)(拟)(化)(技)(术)(,使)(其)(产)(品)(的)(每)(个)(实)(例)(本)(质)(上)(都)(是)(一)(个)(独)(立)(的)(虚)(拟)(化)(服)(务)(器)(,它)(在)(云)(中)(运)(行)(其)(产)(品)(,但)(客)(户)(拥)(有)(自)(己)(独)(立)(的)(数)(据)(库)(实)(例)(。ServiceNow的)(架)(构)(通)(过)(隔)(离)(虚)(拟)(服)(务)(器)(同)(时)(利)(用)(共)(享)(硬)(件)(来)(分)(离)(客)(户)(数)(据)(和)(应)(用)(程)(序)(,这)(保)(留)(了)(规)(模)(经)(济)(和)(更)(容)(易)(升)(级)(/更)(新)(的)(特)(性)(。
安)(全)(性)(更)(高)(。由)(于)(SaaS厂)(商)(提)(供)(的)(是)(一)(种)(新)(型)(的)(软)(件)(和)(商)(业)(模)(式)(,因)(此)(企)(业)(客)(户)(对)(风)(险)(防)(范)(要)(求)(极)(高)(,软)(件)(的)(升)(级)(难)(易)(程)(度)(也)(成)(为)(大)(型)(企)(业)(客)(户)(选)(择)(SaaS产)(品)(的)(一)(个)(考)(量)(因)(素)(。多)(实)(例)(架)(构)(为)(客)(户)(提)(供)(一)(系)(列)(隔)(离)(和)(控)(制)(,消)(除)(与)(管)(理)(该)(基)(础)(架)(构)(相)(关)(的)(内)(部)(基)(础)(架)(构)(和)(运)(营)(成)(本)(,并)(能)(够)(提)(供)(定)(期)(的)(更)(新)(升)(级)(。
综)(合)(而)(言)(,多)(实)(例)(架)(构)(具)(有)(与)(多)(租)(户)(相)(同)(的)(优)(势)(,产)(品)(可)(以)(按)(订)(阅)(方)(式)(提)(供)(、快)(速)(升)(级)(、共)(享)(网)(络)(和)(硬)(件)(具)(有)(规)(模)(经)(济)(,又)(对)(多)(租)(户)(模)(型)(进)(行)(升)(级)(提)(高)(定)(制)(化)(,因)(此)(ServiceNow的)(软)(件)(架)(构)(对)(于)(大)(型)(企)(业)(客)(户)(来)(说)(非)(常)(有)(吸)(引)(力)(。
ITSM市)(场)(渐)(趋)(饱)(和)(,ServiceNow面)(临)(发)(展)(瓶)(颈)(。根)(据)(IDC预)(测)(,从)(2016年)(开)(始)(,ITSM市)(场)(增)(速)(开)(始)(放)(缓)(趋)(于)(10%左)(右)(,市)(场)(规)(模)(在)(2020年)(达)(到)(35亿)(美)(元)(,2016-2020年)(期)(间)(平)(均)(复)(合)(增)(长)(率)(为)(11.3%。基)(于)(SaaS模)(式)(的)(ITSM的)(增)(长)(率)(也)(呈)(现)(走)(低)(趋)(势)(。
ServiceNow官)(方)(估)(计)(ITSM的)(市)(场)(空)(间)(最)(多)(可)(以)(达)(到)(60亿)(美)(元)(,尽)(管)(这)(个)(数)(字)(与)(IDC的)(预)(测)(数)(据)(有)(较)(大)(差)(别)(,但)(共)(同)(点)(在)(于)(:ITSM市)(场)(已)(经)(渐)(趋)(饱)(和)(,对)(比)(其)(他)(市)(场)(而)(言)(ITSM市)(场)(空)(间)(太)(小)(,因)(此)(ServiceNow迫)(切)(需)(要)(转)(型)(,瞄)(准)(更)(大)(市)(场)(才)(能)(保)(持)(持)(续)(增)(长)(。
3.2、优)(化)(ITOM整)(体)(方)(案)(,完)(善)(IT产)(业)(链)(
ITOM(ITOperationManagement,IT运)(维)(管)(理)()是)(ITSM的)(前)(提)(,是)(指)(对)(IT基)(础)(设)(施)((包)(括)(网)(络)(系)(统)(、主)(机)(系)(统)(、存)(储)(/备)(份)(系)(统)(、终)(端)(系)(统)(、安)(全)(系)(统)(、机)(房)(动)(力)(及)(环)(境)(等)()以)(及)(软)(件)(应)(用)(等)(对)(象)(的)(运)(行)(状)(态)(进)(行)(实)(时)(监)(控)(和)(管)(理)(,从)(而)(使)(被)(监)(控)(对)(象)(处)(于)(最)(佳)(运)(行)(状)(态)(。根)(据)(Gartner的)(定)(义)(和)(分)(类)(,ITOM主)(要)(包)(括)(APM、可)(用)(性)(和)(性)(能)(管)(理)(等)(8个)(子)(模)(块)(。
ITOM是)(IT监)(控)(和)(诊)(断)(优)(化)(工)(具)(,ITSM是)(IT流)(程)(自)(动)(化)(管)(理)(工)(具)(,两)(类)(团)(建)(组)(合)(起)(来)(构)(成)(IT管)(理)(系)(统)(,可)(对)(大)(部)(分)(IT运)(维)(和)(管)(理)(的)(内)(容)(进)(行)(自)(动)(化)(,从)(而)(减)(轻)(IT运)(维)(人)(员)(的)(负)(担)(,减)(低)(企)(业)(IT维)(护)(的)(成)(本)(。
目)(前)(IT运)(维)(管)(理)((ITOM)是)(ServiceNow的)(第)(二)(大)(产)(品)(线)(,ServiceNow把)(ITOM服)(务)(分)(为)(发)(现)(、服)(务)(映)(射)(、事)(件)(管)(理)(、业)(务)(流)(程)(、云)(管)(理)(。ITOM与)(ITSM互)(为)(补)(充)(,ITOM监)(控)(发)(现)(问)(题)(,ITSM提)(供)(服)(务)(与)(支)(持)(。ITOM是)(软)(件)(行)(业)(中)(最)(大)(的)(市)(场)(之)(一)(,Gartner预)(测)(ITOM市)(场)(从)(2015年)(的)(210亿)(美)(元)(增)(长)(到)(2020年)(的)(310亿)(美)(元)(,年)(复)(合)(增)(长)(率)(为)(8.1%。ServiceNow官)(方)(估)(计)(其)(ITOM的)(市)(场)(空)(间)(为)(160亿)(美)(元)(,其)(中)(ITSM作)(为)(其)(子)(版)(块)(占)(60亿)(美)(元)(,其)(余)(部)(分)((包)(括)(发)(现)(、配)(置)(管)(理)(数)(据)(库)(、服)(务)(映)(射)(、事)(件)(管)(理)(、业)(务)(流)(程)()的)(市)(场)(空)(间)(为)(100亿)(美)(元)(,ITOM业)(务)(存)(在)(巨)(大)(市)(场)(空)(间)(。
与)(ITSM类)(似)(,以)(往)(的)(ITOM市)(场)(也)(同)(样)(被)(IBM、HP、CA、BMC这)(四)(家)(被)(称)(为)(BigFour的)(公)(司)(和)(微)(软)(公)(司)(五)(家)(垄)(断)(。ServiceNow在)(2010年)(的)(市)(场)(份)(额)(只)(有)(0.2%,排)(名)(第)(19位)(。
ITOM业)(务)(有)(望)(复)(制)(ITSM领)(域)(后)(来)(居)(上)(的)(神)(话)(。ServiceNow于)(2010年)(开)(始)(推)(出)(ITOM业)(务)(。与)(ITSM的)(业)(务)(相)(似)(,ServiceNow推)(出)(的)(ITOM业)(务)(与)(SaaS模)(式)(的)(结)(合)(让)(ServiceNow的)(产)(品)(获)(得)(了)(大)(部)(分)(的)(新)(兴)(客)(户)(群)(体)(,2014年)(ServiceNow的)(ITOM业)(务)(已)(经)(跃)(居)(排)(名)(第)(8,市)(场)(份)(额)(为)(2.8%。而)(与)(之)(相)(反)(,四)(大)(传)(统)(公)(司)(的)(市)(场)(占)(有)(率)(不)(断)(走)(低)(,最)(近)(几)(年)(呈)(现)(负)(增)(长)(。
ServiceNow顺)(应)(ITOM行)(业)(发)(展)(方)(向)(朝)(着)(整)(体)(解)(决)(方)(案)(发)(展)(。许)(多)(ITOM厂)(商)(只)(提)(供)(单)(一)(的)(功)(能)(和)(工)(具)(,没)(有)(整)(体)(ITOM解)(决)(方)(案)(。2014年)(7月)(ServiceNow以)(1亿)(美)(元)(收)(购)(Neebula旗)(下)(ServiceWatch产)(品)(,用)(以)(完)(善)(ITOM业)(务)(。2015年)(9月)(ServiceNow正)(式)(将)(其)(五)(个)(ITOM产)(品)(组)(合)(到)(其)(ServiceWatch套)(件)(中)(,并)(把)(ServiceWatch分)(为)(三)(个)(等)(级)(以)(供)(不)(同)(需)(求)(的)(客)(户)(群)(体)(使)(用)(。ServiceWatch支)(持)(接)(入)(各)(家)(软)(件)(公)(司)(监)(控)(工)(具)(,包)(括)(BMC、CA、HP、IBM、微)(软)(等)(公)(司)(旗)(下)(监)(控)(工)(具)(。
从)(公)(司)(ITOM收)(入)(绝)(对)(值)(来)(看)(,ITOM业)(务)(在)(近)(几)(年)(获)(得)(了)(较)(大)(增)(长)(,平)(均)(增)(速)(70%左)(右)(;从)(占)(总)(营)(业)(收)(入)(的)(比)(例)(来)(看)(,ITOM近)(几)(年)(的)(占)(公)(司)(总)(收)(入)(的)(比)(例)(逐)(渐)(上)(升)(,2016年)(已)(经)(升)(至)(8.1%。
ServiceNow通)(过)(核)(心)(业)(务)(ITSM附)(加)(销)(售)(其)(它)(产)(品)(的)(方)(式)(推)(广)(其)(余)(产)(品)(。在)(大)(部)(分)(情)(况)(下)(ServiceNow都)(是)(通)(过)(ITSM产)(品)(获)(得)(新)(客)(户)(,一)(旦)(客)(户)(采)(用)(了)(ServiceNow的)(ITSM产)(品)(,就)(有)(更)(多)(的)(机)(会)(附)(加)(销)(售)(其)(他)(产)(品)(,例)(如)(ITOM工)(具)(、CSM、HCM、安)(全)(等)(服)(务)(,最)(终)(让)(客)(户)(采)(用)(PaaS平)(台)(服)(务)(是)(ServiceNow目)(前)(的)(终)(极)(目)(标)(。根)(据)(公)(司)(披)(露)(的)(2017年)(一)(季)(度)(的)(新)(订)(单)(情)(况)(,20个)(新)(订)(单)(中)(,全)(部)(订)(单)(都)(订)(阅)(了)(ITSM产)(品)(,有)(16个)(订)(单)(包)(含)(了)(3项)(以)(上)(的)(产)(品)(,超)(过)(一)(半)(的)(新)(订)(单)(订)(阅)(了)(ITOM和)(平)(台)(产)(品)(。公)(司)(的)(HR、客)(户)(销)(售)(、安)(全)(等)(方)(面)(的)(产)(品)(被)(附)(加)(销)(售)(较)(少)(,这)(也)(意)(味)(着)(公)(司)(仍)(有)(广)(阔)(的)(市)(场)(空)(间)(。
3.3、横)(向)(扩)(张)(企)(业)(级)(服)(务)(管)(理)(,纵)(向)(覆)(盖)(更)(多)(领)(域)(
云)(计)(算)(需)(求)(日)(益)(加)(强)(,SaaS厂)(商)(布)(局)(更)(加)(完)(善)(
在)(经)(历)(了)(云)(计)(算)(启)(蒙)(阶)(段)(后)(,大)(部)(分)(的)(企)(业)(客)(户)(已)(经)(对)(SaaS产)(品)(的)(优)(势)(和)(性)(能)(有)(足)(够)(的)(了)(解)(,如)(前)(文)(所)(描)(述)(,各)(个)(SaaS公)(司)(也)(在)(这)(个)(期)(间)(获)(得)(了)(极)(大)(的)(发)(展)(,各)(细)(分)(领)(域)(纷)(纷)(涌)(现)(出)(龙)(头)(企)(业)(,这)(种)(情)(况)(下)(从)(需)(求)(侧)(和)(供)(给)(侧)(都)(催)(生)(出)(更)(多)(元)(化)(的)(产)(品)(需)(求)(:
从)(需)(求)(侧)(来)(看)(,大)(部)(分)(的)(企)(业)(客)(户)(需)(求)(更)(加)(多)(元)(。在)(体)(验)(了)(单)(一)(的)(标)(准)(化)(应)(用)(业)(务)(后)(,企)(业)(用)(户)(充)(分)(认)(同)(云)(计)(算)(的)(优)(势)(,并)(且)(打)(算)(将)(单)(一)(的)(SaaS需)(求)(扩)(展)(到)(多)(元)(的)(全)(面)(的)(SaaS化)(。例)(如)(一)(家)(公)(司)(最)(初)(只)(是)(购)(买)(了)(CRM产)(品)(后)(企)(业)(的)(流)(程)(化)(自)(动)(化)(得)(到)(了)(很)(好)(的)(改)(善)(后)(,往)(往)(会)(做)(出)(财)(务)(、社)(交)(、客)(户)(、IT等)(各)(领)(域)(云)(端)(化)(的)(战)(略)(部)(署)(。
从)(供)(给)(侧)(来)(看)(,单)(一)(的)(产)(品)(无)(法)(满)(足)(SaaS厂)(商)(的)(扩)(张)(需)(求)(。第)(一)(,单)(一)(的)(SaaS产)(品)(在)(无)(法)(满)(足)(企)(业)(客)(户)(的)(一)(体)(化)(需)(求)(后)(,客)(户)(往)(往)(会)(转)(投)(可)(以)(提)(供)(一)(体)(化)(解)(决)(方)(案)(的)(综)(合)(厂)(商)(;第)(二)(,局)(限)(于)(某)(一)(细)(分)(领)(域)(的)(成)(长)(空)(间)(有)(限)(;第)(三)(,云)(计)(算)(日)(益)(普)(及)(的)(情)(况)(下)(,每)(一)(细)(分)(领)(域)(都)(涌)(现)(出)(多)(个)(SaaS厂)(商)(,同)(质)(化)(竞)(争)(激)(烈)(。
因)(此)(,优)(势)(SaaS厂)(商)(纷)(纷)(谋)(求)(转)(型)(,力)(求)(提)(供)(更)(多)(种)(类)(的)(企)(业)(级)(服)(务)(。我)(们)(以)(Salesforce和)(Workday为)(例)(:
Salesforce:Salesforce是)(企)(业)(SaaS解)(决)(方)(案)(的)(领)(先)(供)(应)(商)(,是)(目)(前)(美)(国)(最)(大)(市)(值)(的)(上)(市)(SaaS公)(司)(。Salesforce最)(初)(以)(基)(于)(SaaS模)(式)(的)(客)(户)(关)(系)(管)(理)(系)(统)((CRM)服)(务)(起)(家)(,提)(供)(全)(球)(范)(围)(内)(各)(行)(业)(的)(客)(户)(关)(系)(管)(理)(系)(统)((CRM)。围)(绕)(着)(销)(售)(管)(理)(这)(一)(核)(心)(产)(品)(获)(得)(了)(巨)(大)(的)(用)(户)(群)(体)(后)(,Salesforce相)(继)(推)(出)(服)(务)(云)(、市)(场)(营)(销)(云)(、社)(区)(云)(等)(多)(项)(产)(品)(,涉)(及)(领)(域)(扩)(展)(到)(了)(销)(售)(、客)(服)(、营)(销)(、协)(同)(办)(公)(等)(领)(域)(。
Workday:Workday是)(提)(供)(人)(力)(资)(源)(管)(理)(解)(决)(方)(案)(,销)(售)(人)(力)(资)(源)(、企)(业)(管)(理)(等)(软)(件)(。目)(前)(workday的)(产)(品)(功)(能)(已)(经)(包)(括)(人)(力)(资)(源)(管)(理)((HCM)、财)(务)(管)(理)(,资)(源)(管)(理)(、项)(目)(管)(理)(、时)(间)(和)(成)(本)(管)(理)(等)(多)(项)(功)(能)(。
ServiceNow在)(2015年)(的)(收)(入)(约)(为)(10亿)(美)(元)(,目)(前)(正)(围)(绕)(着)(IT服)(务)(管)(理)(、IT运)(营)(管)(理)(继)(续)(占)(领)(市)(场)(,同)(时)(在)(安)(全)(管)(理)(、客)(户)(关)(系)(管)(理)(、人)(力)(资)(源)(、分)(析)(和)(其)(它)(企)(业)(级)(服)(务)(上)(面)(加)(大)(投)(入)(力)(度)(,力)(图)(在)(2020年)(达)(到)(40亿)(的)(收)(入)(规)(模)(,年)(复)(合)(增)(长)(率)(达)(32%。
横)(向)(:围)(绕)(IT业)(务)(,继)(续)(扩)(张)(企)(业)(级)(服)(务)(管)(理)(
我)(们)(把)(ServiceNow的)(业)(务)(扩)(张)(分)(成)(横)(向)(和)(纵)(向)(两)(个)(方)(向)(。从)(横)(向)(上)(看)(,ServiceNow围)(绕)(着)(IT传)(统)(核)(心)(业)(务)(,推)(出)(项)(目)(组)(合)(管)(理)(、需)(求)(管)(理)(、资)(源)(管)(理)(、财)(务)(管)(理)(等)(服)(务)(,不)(断)(完)(善)(企)(业)(服)(务)(管)(理)((EnterpriseServiceManagement)的)(产)(业)(链)(,覆)(盖)(了)(从)(IT服)(务)(管)(理)(、IT运)(维)(管)(理)(、企)(业)(级)(服)(务)(管)(理)(的)(全)(过)(程)(。
纵)(向)(:稳)(步)(扩)(张)(产)(品)(组)(合)(,覆)(盖)(更)(多)(领)(域)(
从)(纵)(向)(上)(看)(,ServiceNow依)(托)(IT核)(心)(业)(务)(积)(累)(的)(客)(户)(资)(源)(和)(优)(势)(,采)(用)(多)(元)(化)(扩)(张)(战)(略)(,开)(始)(进)(军)(非)(核)(心)(业)(务)(,包)(括)(CSM(CustomerServiceManagement)、HR、安)(全)(、合)(规)(等)(领)(域)(,从)(提)(供)(IT服)(务)(管)(理)(工)(具)(转)(型)(到)(提)(供)(所)(有)(行)(业)(的)(服)(务)(管)(理)(工)(具)(,目)(标)(是)(成)(为)(领)(先)(的)(企)(业)(级)(服)(务)(管)(理)(厂)(商)(。CSM上)(线)(2个)(月)(内)(就)(有)(40名)(用)(户)(;安)(全)(领)(域)(在)(半)(年)(内)(积)(累)(了)(31个)(客)(户)(;HR领)(域)(刚)(上)(线)(获)(得)(了)(140万)(美)(元)(订)(单)(。
CSM客)(户)(关)(系)(管)(理)(
ServiceNow的)(客)(户)(服)(务)(产)(品)(能)(够)(将)(支)(持)(问)(题)(与)(后)(端)(系)(统)(相)(结)(合)(,因)(此)(问)(题)(可)(以)(解)(决)(问)(题)(的)(核)(心)(。传)(统)(的)(客)(户)(服)(务)(产)(品)(专)(注)(于)(客)(户)(参)(与)(,ServiceNow的)(客)(户)(服)(务)(产)(品)(将)(重)(点)(放)(在)(诊)(断)(和)(解)(决)(问)(题)(上)(。ServiceNow自)(客)(户)(服)(务)(管)(理)(产)(品)(推)(出)(以)(来)(三)(个)(月)(即)(获)(得)(40个)(客)(户)(,其)(中)(三)(分)(之)(一)(是)(全)(球)(2000强)(企)(业)(。ServiceNow管)(理)(层)(认)(为)(到)(2020年)(客)(户)(服)(务)(将)(占)(公)(司)(收)(入)(组)(合)(的)(约)(10%。
从)(市)(场)(份)(额)(上)(看)(,Salesforce无)(论)(是)(在)(SaaS领)(域)(还)(是)(在)(CRM领)(域)(都)(属)(于)(先)(发)(制)(人)(,目)(前)(占)(据)(超)(过)(一)(半)(CRM市)(场)(份)(额)(,Oracle、Zendesk以)(16.3%、7.9%的)(市)(占)(率)(位)(列)(第)(二)(、第)(三)(。我)(们)(认)(为)(,基)(于)(SaaS模)(式)(的)(CRM领)(域)(巨)(头)(已)(经)(形)(成)(并)(且)(占)(据)(过)(半)(份)(额)(,留)(给)(其)(他)(企)(业)(的)(市)(场)(空)(间)(有)(限)(,因)(此)(短)(期)(之)(内)(CRM市)(场)(不)(会)(迎)(来)(太)(大)(的)(竞)(争)(格)(局)(变)(化)(,ServiceNow的)(切)(入)(点)(仍)(然)(会)(局)(限)(在)(对)(已)(有)(客)(户)(的)(提)(升)(销)(售)(上)(。
HCM
我)(们)(认)(为)(相)(对)(于)(CRM市)(场)(,ServiceNow在)(HCM市)(场)(更)(容)(易)(实)(现)(弯)(道)(超)(车)(。根)(据)(IDC数)(据)(,一)(方)(面)(HCM市)(场)(上)(各)(大)(领)(先)(企)(业)(所)(占)(份)(额)(较)(为)(分)(散)(,并)(没)(有)(出)(现)(一)(家)(独)(大)(的)(情)(况)(;另)(一)(方)(面)(,留)(给)(其)(他)(竞)(争)(者)(的)(份)(额)(有)(42.3%,留)(给)(其)(它)(企)(业)(弯)(道)(超)(车)(的)(充)(分)(机)(会)(。
安)(全)(
ServiceNow于)(2016年)(初)(推)(出)(新)(的)(安)(全)(操)(作)(产)(品)(。ServiceNow的)(安)(全)(操)(作)(着)(重)(于)(增)(加)(发)(现)(和)(防)(止)(恶)(意)(软)(件)(攻)(击)(、减)(少)(响)(应)(时)(间)(。安)(全)(行)(动)(通)(过)(建)(立)(自)(动)(工)(作)(流)(程)(来)(改)(善)(网)(络)(安)(全)(团)(队)(与)(IT部)(门)(之)(间)(的)(协)(调)(。我)(们)(认)(为)(ServiceNow的)(平)(台)(在)(响)(应)(方)(面)(的)(优)(势)(使)(其)(具)(有)(比)(安)(全)(厂)(商)(开)(发)(的)(类)(似)(产)(品)(更)(具)(竞)(争)(力)(优)(势)(,因)(此)(安)(全)(领)(域)(可)(能)(成)(为)(ServiceNow随)(着)(时)(间)(的)(一)(个)(巨)(大)(的)(市)(场)(机)(会)(。
ServiceNow实)(行)(多)(元)(化)(转)(型)(策)(略)(后)(,取)(得)(了)(初)(步)(的)(阶)(段)(性)(成)(果)(。传)(统)(核)(心)(业)(务)(ITSM所)(占)(收)(入)(比)(例)(从)(2011年)(的)(94.5%下)(降)(到)(了)(2016年)(的)(60.1%。其)(他)(业)(务)(中)(,CSM、HR、应)(用)(平)(台)(所)(占)(比)(例)(有)(了)(明)(显)(提)(升)(,尤)(其)(是)(应)(用)(平)(台)(为)(公)(司)(贡)(献)(了)(19.3%的)(收)(入)(。
根)(据)(ServiceNow官)(方)(披)(露)(的)(统)(计)(数)(据)(,ServiceNow目)(前)(所)(处)(领)(域)(的)(市)(场)(空)(间)(一)(共)(600亿)(美)(元)(,其)(中)(企)(业)(服)(务)(管)(理)((包)(含)(ITSM)、ITOM和)(其)(他)(领)(域)(的)(市)(场)(空)(间)(分)(别)(为)(400亿)(美)(元)(、100亿)(美)(元)(和)(100亿)(美)(元)(。
3.4、构)(建)(PaaS平)(台)(,进)(一)(步)(完)(善)(生)(态)(体)(系)(
打)(造)(平)(台)(生)(态)(已)(成)(SaaS龙)(头)(企)(业)(趋)(势)(
在)(SaaS模)(式)(渐)(趋)(成)(熟)(、竞)(争)(日)(益)(激)(烈)(的)(情)(况)(下)(,Salesforce、Workday、ServiceNow等)(SaaS厂)(商)(在)(提)(供)(有)(更)(好)(集)(成)(能)(力)(、更)(高)(生)(产)(力)(的)(工)(具)(上)(面)(临)(着)(挑)(战)(,标)(准)(化)(单)(一)(的)(应)(用)(业)(务)(场)(景)(快)(速)(积)(累)(企)(业)(用)(户)(后)(,无)(法)(满)(足)(企)(业)(用)(户)(更)(多)(领)(域)(的)(需)(求)(。因)(此)(各)(个)(在)(SaaS细)(分)(领)(域)(的)(领)(先)(企)(业)(开)(始)(制)(定)(涉)(及)(云)(计)(算)(的)(长)(期)(战)(略)(计)(划)(,主)(要)(包)(括)(两)(个)(方)(向)(:一)(是)(依)(托)(自)(身)(业)(务)(为)(核)(心)(不)(断)(向)(外)(围)(领)(域)(开)(拓)(,二)(是)(围)(绕)(核)(心)(能)(力)(圈)(构)(建)(平)(台)(化)(产)(品)(,引)(入)(第)(三)(方)(合)(作)(伙)(伴)(对)(应)(用)(进)(行)(完)(善)(,即)(在)(SaaS的)(基)(础)(上)(构)(建)(基)(于)(PaaS的)(平)(台)(,从)(而)(更)(好)(地)(实)(现)(与)(第)(三)(方)(应)(用)(的)(融)(合)(,以)(满)(足)(大)(客)(户)(多)(样)(化)(的)(定)(制)(化)(要)(求)(。这)(种)(PaaS模)(式)(从)(根)(本)(上)(改)(变)(应)(用)(程)(序)(开)(发)(的)(前)(景)(,平)(台)(接)(入)(第)(三)(方)(应)(用)(和)(开)(发)(者)(使)(得)(定)(制)(化)(的)(需)(求)(不)(再)(依)(赖)(SaaS厂)(商)(,而)(是)(可)(以)(通)(过)(合)(作)(开)(发)(和)(使)(用)(第)(三)(方)(应)(用)(的)(方)(式)(得)(以)(满)(足)(。
我)(们)(选)(取)(Salesforce和)(Workday为)(例)(:
Salesforce:Salesforce的)(PaaS平)(台)(由)(开)(发)(平)(台)(Force.com和)(交)(易)(平)(台)(Appexchange构)(成)(。Force.com面)(向)(客)(户)(和)(第)(三)(方)(开)(发)(,借)(助)(Force.com和)(Lightning,无)(需)(编)(写)(一)(行)(代)(码)(,即)(可)(构)(建)(强)(大)(的)(企)(业)(应)(用)(程)(序)(;运)(用)(Apex、Visualforce编)(程)(语)(言)(可)(以)(按)(需)(开)(发)(应)(用)(。在)(Appexchange上)(,用)(户)(可)(以)(自)(由)(购)(买)(第)(三)(方)(开)(发)(者)(的)(应)(用)(,Salesforce从)(中)(收)(取)(25%下)(载)(费)(用)(,从)(而)(吸)(引)(更)(多)(开)(发)(者)(加)(入)(平)(台)(从)(事)(开)(发)(。目)(前)(Salesforce的)(AppExchange是)(全)(球)(领)(先)(的)(业)(务)(应)(用)(程)(序)(市)(场)(平)(台)(,汇)(集)(了)(逾)(3000款)(已)(集)(成)(的)(应)(用)(程)(序)(,可)(帮)(助)(扩)(展)(Salesforce的)(功)(能)(,汇)(集)(了)(数)(千)(个)(业)(务)(应)(用)(程)(序)(与)(Salesforce预)(先)(集)(成)(,设)(计)(用)(于)(从)(销)(售)(到)(服)(务)(、再)(到)(ERP的)(所)(有)(环)(节)(。
Workday:为)(了)(能)(更)(好)(实)(现)(与)(第)(三)(方)(应)(用)(的)(集)(成)(,Workday建)(立)(集)(成)(云)(平)(台)(。在)(集)(成)(云)(平)(台)(上)(,用)(户)(和)(IT开)(发)(人)(员)(可)(以)(构)(建)(、配)(置)(、测)(试)(、部)(署)(和)(管)(理)(定)(制)(化)(的)(集)(成)(。云)(平)(台)(为)(用)(户)(提)(供)(了)(很)(多)(API,帮)(助)(用)(户)(实)(现)(与)(第)(三)(方)(应)(用)(的)(集)(成)(,平)(台)(对)(集)(成)(进)(行)(维)(护)(和)(更)(新)(,用)(户)(在)(UI中)(对)(集)(成)(进)(行)(管)(理)(和)(监)(控)(。
构)(建)(PaaS平)(台)(,引)(入)(第)(三)(方)(开)(发)(者)(
ServiceNow从)(IT行)(业)(服)(务)(和)(运)(营)(管)(理)(领)(域)(的)(SaaS产)(品)(起)(家)(,在)(完)(善)(其)(它)(企)(业)(级)(服)(务)(的)(同)(时)(,也)(开)(始)(构)(建)(自)(己)(的)(应)(用)(程)(序)(平)(台)(。
企)(业)(在)(选)(择)(PaaS平)(台)(主)(要)(的)(参)(考)(标)(准)(有)(:生)(产)(效)(率)((时)(间)(成)(本)(和)(开)(发)(成)(本)()、操)(作)(弹)(性)((弹)(性)(缩)(放)(和)(高)(可)(用)(性)()。具)(体)(来)(说)(,简)(化)(对)(基)(础)(设)(施)(、数)(据)(库)(和)(中)(间)(件)(的)(管)(理)(意)(味)(着)(:(1)开)(发)(人)(员)(可)(以)(更)(快)(、更)(低)(成)(本)(构)(建)(一)(个)(新)(的)(应)(用)(程)(序)(;(2)IT组)(织)(可)(以)(将)(重)(点)(从)(供)(应)(和)(维)(护)(IT环)(境)(转)(移)(到)(支)(持)(和)(战)(略)(工)(作)(;(3)企)(业)(用)(户)(可)(以)(提)(高)(员)(工)(的)(工)(作)(效)(率)(和)(自)(动)(化)(业)(务)(流)(程)(,有)(时)(甚)(至)(不)(涉)(及)(IT。
与)(Salesforce的)(Force.com一)(样)(,ServiceNow的)(CreateNow也)(属)(于)(全)(球)(顶)(尖)(的)(PaaS平)(台)(。CreateNow平)(台)(使)(用)(单)(数)(据)(模)(型)(形)(成)(了)(高)(效)(率)(的)(PaaS,提)(供)(工)(作)(流)(程)(自)(动)(化)(、系)(统)(集)(成)(功)(能)(和)(表)(单)(设)(计)(等)(功)(能)(。具)(体)(来)(说)(,ServiceNow的)(开)(发)(者)(工)(具)(可)(以)(为)(客)(户)(的)(业)(务)(降)(低)(开)(发)(中)(的)(复)(杂)(性)(和)(低)(效)(性)(。IT部)(门)(、法)(律)(、营)(销)(、人)(力)(资)(源)(和)(财)(务)(等)(部)(门)(的)(开)(发)(人)(员)(利)(用)(一)(整)(套)(平)(台)(服)(务)(可)(以)(快)(速)(构)(建)(、测)(试)(和)(部)(署)(针)(对)(企)(业)(各)(部)(门)(的)(应)(用)(程)(序)(。
ServiceNow还)(提)(供)(ServiceNowStudio、集)(成)(开)(发)(环)(境)((IDE),可)(将)(所)(有)(必)(需)(的)(工)(具)(集)(成)(到)(一)(个)(熟)(悉)(的)(环)(境)(中)(,从)(而)(实)(现)(快)(速)(的)(业)(务)(应)(用)(程)(序)(开)(发)(,范)(围)(设)(置)(和)(部)(署)(全)(部)(来)(自)(浏)(览)(器)(,无)(需)(一)(个)(客)(户)(端)(应)(用)(程)(序)(。ServiceNow还)(提)(供)(如)(脚)(本)(编)(辑)(器)(、智)(能)(代)(码)(辅)(助)(、快)(速)(文)(件)(搜)(索)(、应)(用)(程)(序)(文)(件)(浏)(览)(器)(和)(代)(码)(搜)(索)(速)(度)(应)(用)(程)(序)(开)(发)(,以)(提)(高)(平)(台)(上)(的)(开)(发)(人)(员)(的)(生)(产)(力)(。
ServiceNow平)(台)(拥)(有)(两)(种)(收)(费)(模)(式)(:一)(是)(平)(台)(的)(许)(可)(证)(,开)(发)(者)(需)(支)(付)(35美)(元)(才)(能)(使)(用)(CreateNow平)(台)(;二)(是)(抽)(取)(应)(用)(程)(序)(手)(续)(费)(,开)(发)(者)(设)(定)(自)(己)(开)(发)(的)(程)(序)(的)(下)(载)(价)(格)(,ServiceNow对)(用)(户)(每)(一)(次)(下)(载)(抽)(取)(20%的)(手)(续)(费)(。
ServiceNow在)(2013年)(推)(出)(PaaS产)(品)(后)(并)(没)(有)(迅)(速)(成)(长)(,在)(SaaS的)(存)(量)(用)(户)(以)(外)(的)(拓)(展)(并)(不)(太)(理)(想)(。目)(前)(PaaS的)(市)(场)(空)(间)(被)(Salesforce主)(导)(,根)(据)(Gartner魔)(力)(象)(限)(,PaaS服)(务)(目)(前)(的)(领)(导)(者)(主)(要)(有)(Salesforce和)(微)(软)(,ServiceNow在)(PaaS上)(面)(的)(竞)(争)(落)(后)(,有)(非)(常)(大)(的)(进)(步)(空)(间)(,从)(IDC2014-2016年)(统)(计)(的)(市)(场)(份)(额)(数)(据)(来)(看)(,ServiceNow2014-2016年)(的)(PaaS占)(比)(分)(别)(为)(3%、4.7%、8%,市)(场)(份)(额)(不)(断)(提)(升)(。
四)(、各)(项)(指)(标)(健)(康)(增)(长)(,公)(司)(处)(于)(快)(速)(成)(长)(期)(
4.1、优)(质)(客)(户)(数)(保)(持)(平)(稳)(增)(长)(势)(头)(
公)(司)(的)(客)(户)(总)(数)(保)(持)(较)(平)(稳)(的)(增)(长)(势)(头)(,2014年)(一)(季)(度)(客)(户)(总)(数)(为)(1914个)(,2016年)(一)(季)(度)(为)(3098个)(,年)(复)(合)(增)(长)(率)(为)(27%。从)(平)(均)(客)(单)(价)(看)(,每)(个)(客)(户)(贡)(献)(的)(收)(入)(不)(断)(上)(升)(,2014年)(初)(平)(均)(客)(单)(价)(为)(7.26万)(美)(元)(,2016年)(二)(季)(度)(已)(达)(到)(10.6万)(美)(元)(,体)(现)(了)(公)(司)(良)(好)(的)(产)(品)(结)(构)(和)(优)(质)(的)(客)(户)(层)(次)(。
指)(标)(一)(:G2K客)(户)(数)(
ServiceNow拥)(有)(非)(常)(优)(质)(的)(客)(户)(资)(源)(,绝)(大)(部)(分)(的)(客)(户)(为)(各)(行)(各)(业)(的)(大)(型)(公)(司)(,包)(括)(技)(术)(、金)(融)(、医)(疗)(等)(行)(业)(。ServiceNow衡)(量)(优)(质)(客)(户)(的)(增)(长)(标)(准)(之)(一)(是)(G2K客)(户)(数)(。G2K即)(福)(布)(斯)(全)(球)(2000强)(企)(业)(,福)(布)(斯)(每)(年)(都)(会)(是)(根)(据)(销)(售)(额)(、利)(润)(、资)(产)(和)(市)(值)(等)(各)(种)(指)(标)(综)(合)(评)(定)(而)(出)(的)(评)(选)(出)(全)(球)(2000强)(公)(司)(并)(公)(布)(。最)(近)(几)(年)(,ServiceNow的)(G2K客)(户)(数)(以)(平)(均)(每)(季)(度)(增)(长)(25家)(左)(右)(速)(度)(增)(长)(。2016年)(底)(G2K客)(户)(数)(为)(735家)(,占)(据)(了)(36%的)(全)(球)(2000强)(公)(司)(。根)(据)(ServiceNow的)(公)(开)(信)(息)(显)(示)(,ServiceNow的)(G2K客)(户)(数)(的)(目)(标)(为)(2020年)(达)(到)(1000家)(,达)(到)(此)(目)(标)(数)(需)(要)(在)(未)(来)(四)(年)(平)(均)(增)(长)(速)(度)(为)(每)(季)(度)(7家)(。
指)(标)(二)(:ACV大)(于)(100万)(美)(元)(客)(户)(数)(
ServiceNow官)(方)(的)(客)(户)(分)(类)(除)(了)(根)(据)(福)(布)(斯)(2000强)(进)(行)(统)(计)(,另)(外)(还)(披)(露)(了)(客)(单)(价)(大)(于)(100万)(美)(元)(的)(客)(户)(数)(量)(。从)(数)(量)(上)(看)(,客)(单)(价)(ACV大)(于)(100万)(美)(元)(的)(客)(户)(数)(在)(2016年)(四)(季)(度)(有)(341家)(,占)(据)(了)(大)(部)(分)(ServiceNow的)(订)(阅)(收)(入)(。从)(增)(速)(上)(看)(,客)(单)(价)(ACV大)(于)(100万)(美)(元)(的)(客)(户)(数)(近)(两)(年)(来)(每)(个)(季)(度)(保)(持)(着)(超)(过)(20家)(客)(户)(的)(速)(度)(。
4.2、定)(位)(大)(型)(客)(户)(群)(体)(,客)(单)(价)(ACV居)(高)(不)(下)(
在)(SaaS领)(域)(,建)(立)(一)(家)(长)(远)(的)(公)(司)(有)(三)(个)(关)(键)(因)(素)(:客)(单)(价)(、客)(户)(获)(取)(成)(本)(以)(及)(客)(户)(流)(失)(率)(,分)(别)(代)(表)(着)(“客)(户)(会)(为)(你)(的)(产)(品)(付)(多)(少)(钱)(”、“获)(取)(新)(客)(户)(需)(要)(多)(少)(成)(本)(”以)(及)(“你)(能)(拥)(有)(已)(有)(的)(客)(户)(多)(久)(”。三)(个)(因)(素)(互)(相)(影)(响)(。
ACV(AnnualContactValue年)(度)(合)(同)(价)(值)(,也)(称)(为)(客)(单)(价)()指)(的)(是)(12个)(月)(内)(所)(有)(合)(同)(的)(价)(值)(,计)(算)(公)(式)(为)(ACV=订)(购)(收)(入)(/客)(户)(数)(,ACV的)(价)(值)(在)(于)(以)(下)(两)(个)(方)(面)(。
ACV大)(小)(
通)(过)(ACV的)(大)(小)(我)(们)(可)(以)(判)(断)(一)(家)(SaaS公)(司)(目)(标)(企)(业)(的)(业)(务)(规)(模)(是)(中)(小)(企)(业)(还)(是)(大)(型)(企)(业)(。小)(型)(企)(业)(客)(户)(每)(年)(贡)(献)(的)(收)(入)((即)(ACV)在)(1万)(美)(元)(以)(下)(,中)(型)(企)(业)(客)(户)(贡)(献)(的)(ACV在)(1万)(美)(元)(到)(25万)(美)(元)(之)(间)(,大)(型)(客)(户)(则)(超)(过)(25万)(美)(元)(。通)(常)(情)(况)(下)(,客)(户)(愿)(意)(为)(SaaS产)(品)(付)(出)(的)(消)(费)(越)(高)(,那)(么)(就)(代)(表)(着)(对)(SaaS产)(品)(的)(信)(任)(越)(强)(、依)(赖)(程)(度)(越)(深)(,那)(么)(流)(失)(率)(也)(会)(相)(应)(更)(低)(。当)(SaaS企)(业)(拥)(有)(越)(多)(的)(大)(型)(客)(户)(时)(,意)(味)(其)(有)(越)(多)(的)(资)(源)(投)(向)(旧)(客)(户)(留)(存)(、客)(户)(服)(务)(等)(工)(作)(中)(。
从)(ACV的)(大)(小)(来)(看)(,ServiceNow在)(2016年)(度)(公)(司)(总)(收)(入)(13.91亿)(美)(元)(,其)(中)(订)(阅)(收)(入)(为)(12.22亿)(美)(元)(,公)(司)(在)(2016年)(年)(初)(和)(年)(末)(的)(企)(业)(客)(户)(数)(分)(别)(为)(3000和)(4800,我)(们)(使)(用)(客)(户)(平)(均)(数)(可)(以)(得)(到)(公)(司)(在)(2016年)(的)(客)(单)(价)(ACV大)(约)(为)(31万)(美)(元)(,这)(也)(间)(接)(说)(明)(ServiceNow的)(大)(部)(分)(目)(标)(企)(业)(的)(规)(模)(为)(大)(型)(企)(业)(客)(户)(。
如)(果)(只)(考)(虑)(客)(单)(价)(大)(于)(100万)(美)(元)(的)(客)(户)(,这)(部)(分)(客)(户)(的)(平)(均)(客)(单)(价)(目)(前)(已)(经)(超)(过)(200万)(美)(元)(/客)(户)(,而)(且)(整)(体)(呈)(上)(升)(的)(走)(势)(。
ACV趋)(势)(
通)(过)(判)(断)(ACV在)(增)(长)(,可)(以)(判)(断)(一)(家)(SaaS企)(业)(的)(产)(品)(健)(康)(情)(况)(。如)(果)(一)(个)(SaaS公)(司)(的)(ACV持)(续)(增)(长)(,那)(么)(意)(味)(着)(一)(方)(面)(SaaS产)(品)(完)(善)(,存)(量)(客)(户)(愿)(意)(花)(更)(多)(的)(钱)(购)(买)(SaaS产)(品)(;另)(一)(方)(面)(可)(以)(判)(断)(产)(品)(的)(特)(点)(与)(功)(能)(吸)(引)(了)(更)(多)(的)(大)(型)(企)(业)(新)(客)(户)(。
从)(ACV趋)(势)(上)(看)(,ServiceNow最)(近)(6年)(的)(客)(单)(价)(不)(断)(攀)(升)(。以)(G2K客)(户)(的)(客)(单)(价)(为)(例)(,2011年)(第)(一)(季)(度)(公)(司)(的)(G2K客)(户)(平)(均)(客)(单)(价)(为)(25.6万)(美)(元)(,在)(2016年)(第)(四)(季)(度)(这)(一)(指)(标)(增)(长)(到)(了)(108.2万)(美)(元)(,六)(年)(期)(间)(增)(长)(了)(超)(过)(4倍)(,增)(长)(速)(度)(非)(常)(惊)(人)(。根)(据)(ServiceNow的)(公)(开)(信)(息)(显)(示)(,ServiceNow的)(G2K客)(户)(ACV的)(目)(标)(为)(2020年)(达)(到)(200万)(美)(元)(。
4.3、流)(失)(率)(逐)(渐)(下)(降)(,公)(司)(客)(户)(具)(有)(高)(黏)(性)(
SaaS公)(司)(收)(入)(跟)(流)(失)(率)(紧)(密)(相)(关)(,单)(位)(流)(失)(率)(=本)(期)(流)(失)(的)(客)(户)(数)(/上)(期)(末)(的)(客)(户)(总)(数)(,流)(失)(率)(的)(存)(在)(会)(造)(成)(盈)(利)(走)(向)(一)(个)(天)(花)(板)(的)(限)(制)(。
一)(家)(小)(型)(的)(SaaS企)(业)(的)(较)(为)(合)(理)(的)(年)(流)(失)(率)(通)(常)(在)(30%-58%之)(间)(,中)(型)(的)(SaaS企)(业)(年)(流)(失)(率)(在)(11%-22%内)(,而)(优)(秀)(SaaS企)(业)(通)(常)(将)(年)(流)(失)(率)(维)(持)(在)(10%之)(间)(。
假)(设)(:每)(年)(新)(增)(客)(户)(数)(恒)(定)(为)(y=100名)(,在)(无)(流)(失)(率)(的)(情)(况)(下)(,客)(户)(总)(数)(线)(性)(增)(加)(。而)(在)(有)(流)(失)(率)(的)(情)(况)(下)((假)(设)(每)(年)(流)(失)(率)(为)(x=20%),第)(t年)(的)(客)(户)(数)(为)(
从)(图)(像)(上)(可)(以)(明)(显)(看)(出)(,有)(流)(失)(率)(的)(情)(况)(下)(,在)(开)(始)(的)(几)(年)(每)(年)(新)(增)(客)(户)(总)(数)(依)(然)(会)(保)(持)(和)(无)(流)(失)(率)(时)(相)(近)(的)(增)(长)(速)(度)(,而)(随)(着)(年)(份)(增)(加)(增)(速)(明)(显)(放)(缓)(,最)(后)(会)(到)(达)(一)(个)(“客)(户)(数)(天)(花)(板)(”,此)(数)(值)(与)(“每)(年)(新)(增)(的)(客)(户)(数)(/流)(失)(率)(”相)(等)(。
从)(数)(学)(的)(角)(度)(出)(发)(推)(导)(,我)(们)(可)(以)(知)(道)(,当)(客)(户)(数)(到)(达)(天)(花)(板)(时)(,满)(足)(
可)(以)(得)(到)(结)(论)(:
1)年)(新)(增)(客)(户)(数)(和)(流)(失)(率)(同)(时)(影)(响)(客)(户)(数)(天)(花)(板)(。
2)每)(年)(投)(入)(同)(样)(的)(销)(售)(力)(度)(获)(得)(持)(平)(的)(新)(增)(客)(户)(数)(时)(,到)(达)(某)(个)(时)(间)(点)(,流)(失)(率)(的)(存)(在)(使)(得)(流)(失)(客)(户)(数)(与)(新)(增)(客)(户)(数)(相)(互)(抵)(消)(。
ServiceNow公)(司)(最)(近)(几)(年)(流)(失)(率)(不)(断)(降)(低)(,从)(2013年)(开)(始)(每)(年)(流)(失)(率)(都)(有)(所)(降)(低)(,并)(且)(目)(前)(基)(本)(保)(持)(在)(2%,以)(2%流)(失)(率)(来)(简)(单)(计)(算)(,2016年)(底)(公)(司)(总)(客)(户)(数)(大)(约)(为)(3600家)(,增)(长)(量)(约)(为)(800家)(,由)(此)(简)(单)(计)(算)(得)(到)(的)(客)(户)(数)(天)(花)(板)(为)(40000家)(。G2K客)(户)(数)(天)(花)(板)(:最)(近)(几)(年)(G2K客)(户)(数)(年)(增)(长)(量)(大)(约)(为)(100家)(,简)(单)(计)(算)(得)(到)(的)(G2K客)(户)(数)(天)(花)(板)(为)(5000家)(,这)(个)(数)(字)(远)(大)(于)(2000家)(。这)(也)(充)(分)(说)(明)(了)(ServiceNow正)(处)(于)(高)(速)(增)(长)(的)(时)(期)(,年)(新)(增)(客)(户)(数)(处)(于)(历)(史)(高)(点)(,低)(流)(失)(率)(提)(升)(了)(公)(司)(市)(场)(空)(间)(的)(天)(花)(板)(。
4.4、账)(单)(总)(额)(更)(能)(描)(述)(业)(务)(情)(况)(
ServiceNow把)(账)(单)(额)((billings)定)(义)(成)(“本)(期)(营)(业)(收)(入)(+递)(延)(收)(入)(增)(加)(额)(”,账)(单)(额)(比)(收)(入)(更)(能)(描)(述)(公)(司)(的)(业)(务)(情)(况)(。
通)(常)(情)(况)(下)(,SaaS公)(司)(都)(会)(鼓)(励)(客)(户)(尽)(可)(能)(签)(订)(多)(期)(的)(合)(同)(,增)(加)(用)(户)(黏)(性)(延)(长)(客)(户)(生)(命)(周)(期)(。在)(SaaS公)(司)(中)(,由)(于)(签)(订)(多)(期)(合)(同)(,有)(一)(部)(分)(的)(合)(同)(总)(额)(并)(未)(产)(生)(服)(务)(,因)(此)(并)(不)(能)(完)(全)(计)(入)(当)(期)(的)(营)(业)(收)(入)(中)(。例)(如)(某)(SaaS公)(司)(的)(产)(品)(一)(年)(的)(费)(用)(为)($10。在)(第)(一)(个)(月)(某)(客)(户)(签)(订)(了)(一)(共)(5年)(共)(计)($50合)(同)(金)(融)(的)(订)(单)(。那)(么)(在)(当)(年)(有)($10交)(付)(服)(务)(,在)(这)(一)(年)(确)(认)(营)(收)(计)(入)(利)(润)(表)(中)(。而)(剩)(下)($40的)(金)(额)(收)(入)(,是)(已)(签)(约)(但)(尚)(未)(履)(行)(服)(务)(的)(合)(同)(提)(前)(向)(SaaS公)(司)(支)(付)(的)(款)(项)(,这)(一)(部)(分)(在)(美)(国)(的)(SaaS上)(市)(公)(司)(通)(常)(计)(入)(资)(产)(负)(债)(表)(中)(负)(债)(一)(栏)(称)(为)(“递)(延)(收)(入)((DeferredRevenue)或)(未)(实)(现)(收)(入)(”中)(。在)(国)(内)(的)(SaaS公)(司)(中)(,这)(一)(部)(分)(通)(常)(计)(入)(“未)(实)(现)(收)(入)(或)(预)(收)(账)(款)(”。
当)(公)(司)(对)(因)(SaaS产)(品)(而)(获)(得)(的)(收)(入)(进)(行)(确)(认)(时)(,递)(延)(收)(入)((或)(预)(收)(账)(款)()的)(金)(额)(就)(会)(减)(少)(,相)(应)(计)(入)(当)(期)(已)(实)(现)(的)(营)(业)(收)(入)(中)(。例)(如)(:某)(客)(户)(为)(期)(10年)(的)(合)(同)(,每)(年)(的)(递)(延)(收)(入)((或)(预)(收)(账)(款)()应)(减)(少)(为)(总)(预)(收)(账)(款)(的)(1/10,已)(实)(现)(营)(业)(收)(入)(相)(应)(增)(加)(1/10。
一)(般)(来)(讲)(,美)(国)(SaaS上)(市)(公)(司)(在)(负)(债)(里)(面)(把)(“递)(延)(收)(入)(”分)(为)(两)(部)(分)(分)(别)(计)(入)(“流)(动)(负)(债)(”和)(“非)(流)(动)(负)(债)(”中)(,我)(们)(价)(格)(客)(户)(在)(2016年)(初)(签)(订)(了)(为)(期)(10年)(的)(合)(同)(,即)(合)(同)(期)(限)(为)(2016年)(初)(至)(2025年)(期)(末)(,举)(例)(:
本)(期)(收)(入)(:在)(本)(期)(将)(产)(生)(的)(服)(务)(收)(入)(,确)(认)(营)(收)(计)(入)(本)(期)(利)(润)(表)(。即)(2016年)(的)(订)(阅)(收)(入)(。
递)(延)(收)(入)(——流)(动)(负)(债)(:在)(本)(期)(期)(末)(开)(始)(后)(1-12个)(月)(内)(产)(生)(的)(服)(务)(收)(入)(。即)(未)(来)(一)(年)(里)(2017年)(的)(订)(阅)(收)(入)(计)(入)(“递)(延)(收)(入)(——流)(动)(负)(债)(”。
递)(延)(收)(入)(——非)(流)(动)(负)(债)(:在)(本)(期)(期)(末)(开)(始)(后)(13月)(后)((含)(13月)()产)(生)(的)(服)(务)(收)(入)(。即)(未)(来)(一)(年)(外)(,2018年)(初)(至)(2025年)(期)(末)(的)(订)(阅)(收)(入)(计)(入)(“递)(延)(收)(入)(——流)(动)(负)(债)(”。
因)(为)(账)(单)(额)(考)(虑)(了)(本)(期)(递)(延)(收)(入)(的)(变)(动)(情)(况)(,因)(此)(严)(格)(上)(来)(讲)(,对)(于)(ServiceNow来)(说)(,账)(单)(总)(额)(比)(营)(业)(收)(入)(更)(能)(描)(述)(公)(司)(的)(业)(务)(情)(况)(。公)(司)(近)(几)(年)(账)(单)(总)(额)(的)(增)(长)(率)(始)(终)(保)(持)(超)(过)(40%的)(高)(增)(长)(率)(,在)(2016年)(账)(单)(额)(达)(到)(了)(16.9亿)(美)(元)(。
4.5、毛)(利)(率)(随)(着)(规)(模)(效)(应)(增)(大)(逐)(渐)(攀)(高)(
ServiceNow收)(入)(中)(大)(约)(有)(85%大)(致)(于)(订)(阅)(收)(入)(,15%来)(自)(于)(服)(务)(收)(入)(。其)(中)(订)(阅)(服)(务)(的)(收)(入)(较)(高)(大)(约)(为)(80%。由)(于)(近)(几)(年)(订)(阅)(收)(入)(占)(比)(提)(升)(,因)(此)(公)(司)(整)(体)(的)(毛)(利)(率)(也)(呈)(走)(高)(趋)(势)(。公)(司)(的)(业)(务)(基)(于)(SaaS模)(式)(,一)(方)(面)(SaaS公)(司)(的)(订)(阅)(模)(式)(决)(定)(了)(大)(部)(分)(SaaS厂)(商)(的)(高)(毛)(利)(率)(;另)(一)(方)(面)(SaaS业)(务)(具)(有)(规)(模)(效)(应)(,因)(此)(在)(业)(务)(量)(增)(加)(的)(同)(时)(,毛)(利)(率)(会)(有)(向)(上)(的)(趋)(势)(。与)(同)(类)(型)(SaaS公)(司)(相)(比)(,ServiceNow的)(毛)(利)(率)(处)(于)(中)(上)(水)(平)(,营)(业)(收)(入)(增)(速)(更)(是)(居)(于)(行)(业)(前)(列)(。
4.6、扩)(张)(期)(带)(来)(费)(用)(率)(高)(企)(
扩)(张)(带)(来)(费)(用)(率)(方)(面)(的)(压)(力)(。从)(费)(用)(率)(来)(看)(,公)(司)(的)(三)(项)(费)(用)(率)(占)(比)(偏)(高)(,这)(是)(由)(于)(公)(司)(仍)(处)(于)(高)(速)(扩)(张)(期)(阶)(段)(,各)(项)(费)(用)(均)(居)(高)(不)(下)(。其)(中)(销)(售)(费)(用)(率)(维)(持)(在)(50%左)(右)(,原)(因)(是)(ServiceNow的)(主)(要)(目)(标)(客)(户)(群)(体)(属)(于)(大)(型)(客)(户)(,且)(公)(司)(不)(断)(推)(出)(新)(产)(品)(需)(要)(推)(广)(销)(售)(,因)(此)(销)(售)(费)(用)(方)(面)(的)(投)(入)(较)(多)(。
五)(、国)(内)(相)(关)(公)(司)(
从)(国)(内)(的)(下)(游)(客)(户)(来)(看)(,电)(信)(、金)(融)(、政)(府)(等)(行)(业)(给)(IT服)(务)(和)(IT运)(维)(提)(供)(了)(足)(够)(大)(的)(成)(长)(空)(间)(。但)(国)(内)(企)(业)(的)(IT和)(文)(化)(环)(境)(与)(国)(外)(存)(在)(较)(大)(差)(异)(,软)(件)(业)(的)(发)(展)(相)(较)(于)(美)(国)(等)(发)(达)(市)(场)(仍)(处)(于)(落)(后)(的)(状)(态)(,虽)(然)(大)(部)(分)(的)(企)(业)(已)(经)(开)(始)(接)(受)(CRM、HR领)(域)(的)(SaaS趋)(势)(,市)(面)(上)(也)(已)(有)(多)(家)(具)(备)(一)(定)(规)(模)(的)(初)(创)(公)(司)(如)(和)(创)(科)(技)(、北)(森)(云)(等)(,但)(是)(大)(型)(国)(企)(、政)(府)(、金)(融)(机)(构)(、电)(信)(企)(业)(在)(IT运)(维)(服)(务)(领)(域)(对)(云)(计)(算)(的)(接)(受)(仍)(持)(保)(守)(态)(度)(,仍)(然)(会)(倾)(向)(于)(传)(统)(的)(On-premise本)(地)(部)(署)(方)(式)(。
基)(于)(以)(上)(考)(量)(我)(们)(认)(为)(,短)(期)(之)(内)(国)(内)(跟)(随)(和)(复)(制)(ServiceNow模)(式)(的)(初)(创)(公)(司)(并)(不)(会)(迅)(速)(占)(领)(市)(场)(,市)(场)(依)(然)(主)(要)(被)(传)(统)(模)(式)(公)(司)(占)(领)(,这)(些)(公)(司)(主)(要)(的)(模)(式)(也)(将)(继)(续)(是)(项)(目)(型)(而)(不)(是)(产)(品)(型)(;中)(长)(期)(看)(,我)(们)(认)(为)(随)(着)(云)(计)(算)(的)(发)(展)(应)(用)(、其)(它)(领)(域)(带)(来)(的)(SaaS模)(式)(普)(及)(,大)(型)(企)(业)(对)(IT领)(域)(的)(SaaS模)(式)(持)(有)(的)(保)(守)(态)(度)(也)(会)(逐)(步)(放)(开)(,大)(型)(公)(司)(IT运)(维)(服)(务)(将)(倾)(向)(于)(采)(用)(SaaS和)(On-Premise混)(合)(解)(决)(方)(案)(,中)(小)(型)(公)(司)(更)(倾)(向)(于)(采)(用)(不)(需)(要)(维)(护)(系)(统)(IT环)(境)(的)(SaaS模)(式)(。因)(此)(,我)(们)(可)(以)(看)(到)(目)(前)(已)(经)(涌)(现)(出)(一)(些)(ITSM、ITOM领)(域)(的)(新)(型)(初)(创)(公)(司)(,传)(统)(的)(IT运)(维)(公)(司)(也)(在)(积)(极)(研)(发)(云)(计)(算)(产)(品)(。
我)(们)(推)(荐)(关)(注)(下)(列)(几)(种)(类)(型)(的)(公)(司)(:1)、跟)(随)(和)(复)(制)(ServiceNow产)(品)(路)(线)(的)(美)(信)(科)(技)(,ServiceHot。2)、从)(APM出)(发)(,逐)(渐)(拓)(展)(ITOM各)(个)(领)(域)(的)(初)(创)(小)(型)(公)(司)(,如)(基)(调)(网)(络)(、蓝)(海)(讯)(通)(、云)(智)(慧)(,前)(两)(家)(已)(挂)(牌)(新)(三)(板)(。3)、传)(统)(项)(目)(型)(IT运)(维)(公)(司)(,积)(极)(探)(索)(云)(运)(维)(模)(式)(,纷)(纷)(推)(出)(云)(运)(维)(相)(关)(产)(品)(,如)(神)(州)(数)(码)(、新)(华)(三)((紫)(光)(股)(份)()、银)(信)(科)(技)(。
跟)(随)(和)(复)(制)(ServiceNow产)(品)(路)(线)(
美)(信)(科)(技)((监)(控)(易)():覆)(盖)(IT设)(施)(全)(生)(命)(周)(期)(运)(维)(,全)(面)(对)(标)(ServiceNow
美)(信)(科)(技)(成)(立)(于)(2007年)(,是)(IT基)(础)(设)(施)(的)(全)(生)(命)(周)(期)(运)(维)(管)(控)(产)(品)(供)(应)(商)(,以)(及)(国)(内)(ITOM领)(域)(的)(领)(军)(企)(业)(,曾)(获)(得)(真)(格)(基)(金)(和)(纳)(斯)(达)(克)(上)(市)(企)(业)(达)(内)(科)(技)(的)(1300万)(投)(资)(。
美)(信)(科)(技)(产)(品)(可)(以)(完)(全)(对)(标)(ServiceNow全)(线)(产)(品)(,旗)(下)(拥)(有)(监)(控)(易)(、OpenMonitor、CreCloud云)(网)(管)(三)(大)(ITOM品)(牌)(,分)(别)(满)(足)(不)(同)(类)(型)(企)(业)(对)(IT系)(统)(的)(监)(控)(管)(理)(需)(求)(。BSM(BusinessServiceManagement,业)(务)(服)(务)(管)(理)()让)(业)(务)(服)(务)(可)(视)(化)(、可)(控)(化)(和)(自)(动)(化)(,从)(业)(务)(视)(角)(出)(发)(,将)(不)(同)(维)(度)(的)(IT资)(源)(关)(联)(整)(合)(;全)(能)(监)(控)(管)(理)(平)(台)(帮)(助)(各)(行)(业)(、各)(种)(规)(模)(企)(业)(建)(立)(完)(整)(监)(控)(体)(系)(,支)(持)(对)(上)(百)(家)(厂)(商)(的)(服)(务)(器)(、应)(用)(和)(网)(络)(设)(备)(的)(全)(面)(深)(入)(监)(控)(。
ServiceHot:专)(注)(于)(提)(供)(IT服)(务)(管)(理)(,复)(制)(ServiceNow发)(展)(路)(线)(
ServiceHot成)(立)(于)(2010年)(,2017年)(1月)(推)(出)(SaaS产)(品)(,全)(面)(借)(鉴)(ServiceHot的)(发)(展)(路)(线)(,专)(注)(于)(提)(供)(IT服)(务)(运)(营)(管)(理)((ITSM),扛)(起)(了)(中)(国)(版)(ServiceNow的)(大)(旗)(。国)(内)(一)(线)(监)(控)(厂)(商)(蓝)(海)(讯)(通)((OneAPM)创)(始)(人)(何)(晓)(阳)(作)(为)(其)(独)(立)(董)(事)(。
ServiceHot旗)(下)(现)(产)(品)(有)(ServiceHotITSOM(IT服)(务)(运)(营)(管)(理)(平)(台)()、ServiceHotITSM(IT服)(务)(管)(理)()、ServiceHot云)(宝)(箱)(。其)(中)(ITSOM是)(ServiceHot全)(力)(打)(造)(的)(企)(业)(级)(应)(用)(的)(SAAS平)(台)(,为)(企)(业)(提)(供)(更)(加)(协)(同)(、移)(动)(、社)(交)(、社)(交)(的)(服)(务)(管)(理)(企)(业)(级)(应)(用)(,为)(IT服)(务)(商)(和)(数)(据)(中)(心)(管)(理)(提)(供)(高)(效)(、智)(能)(的)(IT服)(务)(运)(营)(管)(理)(解)(决)(方)(案)(。
日)(益)(完)(善)(APM服)(务)(,逐)(渐)(拓)(展)(ITOM各)(个)(领)(域)(
基)(调)(网)(络)((听)(云)():国)(内)(权)(威)(应)(用)(性)(能)(监)(测)(听)(云)(平)(台)(
基)(调)(网)(络)(成)(立)(于)(2007年)(,2015年)(挂)(牌)(新)(三)(板)(,是)(从)(事)(互)(联)(网)(应)(用)(性)(能)(管)(理)((APM)和)(用)(户)(体)(验)(优)(化)(的)(第)(三)(方)(监)(测)(服)(务)(提)(供)(商)(。公)(司)(的)(听)(云)(平)(台)(是)(国)(内)(权)(威)(的)(应)(用)(性)(能)(监)(控)(平)(台)(之)(一)(,听)(云)(通)(过)(针)(对)(全)(平)(台)(的)(应)(用)(性)(能)(监)(控)(,可)(以)(快)(速)(定)(位)(应)(用)(的)(崩)(溃)(情)(况)(,了)(解)(真)(实)(用)(户)(的)(性)(能)(体)(验)(情)(况)(,了)(解)(用)(户)(访)(问)(的)(网)(络)(性)(能)(情)(况)(,解)(决)(服)(务)(器)(应)(用)(性)(能)(监)(控)(和)(问)(题)(定)(位)(。听)(云)(平)(台)(包)(含)(听)(云)(App、听)(云)(Network、听)(云)(Server、听)(云)(Browser和)(听)(云)(Sys五)(款)(产)(品)(,是)(针)(对)(手)(机)(应)(用)(、网)(络)(、浏)(览)(器)(、服)(务)(器)(的)(性)(能)(监)(控)(产)(品)(。
经)(过)(多)(年)(市)(场)(开)(拓)(,目)(前)(基)(调)(网)(络)(服)(务)(的)(客)(户)(超)(过)(2000家)(,中)(国)(Alex排)(名)(前)(100名)(中)(有)(80家)(是)(公)(司)(的)(客)(户)(,市)(占)(率)(超)(过)(70%。公)(司)(自)(主)(研)(发)(的)(监)(测)(服)(务)(系)(统)(以)(及)(基)(于)(SaaS模)(式)(的)(监)(测)(节)(点)(部)(署)(网)(络)(,正)(在)(为)(全)(球)(超)(过)(1000家)(客)(户)(提)(供)(互)(联)(网)(应)(用)(性)(能)(监)(测)(及)(优)(化)(服)(务)(。
蓝)(海)(讯)(通)((oneAPM):打)(造)(新)(一)(代)(ITOM解)(决)(方)(案)(
蓝)(海)(讯)(通)(成)(立)(于)(2008年)(底)(,曾)(经)(获)(得)(经)(纬)(创)(投)(、启)(明)(创)(投)(的)(投)(资)(,于)(2016年)(8月)(挂)(牌)(新)(三)(板)(。蓝)(海)(讯)(通)(OneAPM是)(中)(国)(基)(础)(软)(件)(领)(域)(的)(新)(兴)(领)(军)(企)(业)(,专)(注)(于)(提)(供)(新)(一)(代)(APM软)(件)(和)(服)(务)(。是)(全)(球)(首)(家)(可)(以)(同)(时)(从)(系)(统)(服)(务)(层)(、应)(用)(层)(、用)(户)(体)(验)(层)(、业)(务)(交)(易)(层)(提)(供)(性)(能)(管)(理)(服)(务)(的)(公)(司)(。目)(前)(公)(司)(的)(产)(品)(线)(已)(经)(从)(日)(益)(完)(善)(的)(APM软)(件)(服)(务)(逐)(渐)(拓)(展)(到)(新)(一)(代)(的)(ITOM(IT运)(维)(管)(理)()的)(各)(个)(领)(域)(。
公)(司)(是)(国)(内)(第)(一)(家)(提)(供)(从)(底)(层)(IT基)(础)(设)(施)(监)(控)(到)(上)(层)(用)(户)(体)(验)(监)(测)(,并)(提)(供)(应)(用)(故)(障)(深)(度)(定)(位)(的)(新)(一)(代)(ITOM智)(能)(解)(决)(方)(案)(供)(应)(商)(,配)(合)(企)(业)(的)(服)(务)(流)(程)(、自)(动)(化)(、CMDB等)(各)(类)(运)(维)(管)(理)(工)(具)(,打)(造)(一)(体)(化)(ITOM解)(决)(方)(案)(。
公)(司)(新)(一)(代)(ITOM解)(决)(方)(案)(包)(括)(可)(用)(性)(和)(性)(能)(管)(理)(产)(品)(、网)(络)(性)(能)(管)(理)(产)(品)(、ITSM(IT服)(务)(管)(理)()产)(品)(等)(。公)(司)(同)(时)(提)(供)(私)(有)(化)(本)(地)(部)(署)(和)(SaaS部)(署)(两)(种)(部)(署)(方)(式)(。oneAPM目)(前)(的)(客)(户)(分)(布)(在)(运)(营)(商)(、金)(融)(、公)(共)(事)(业)(等)(各)(类)(领)(域)(,其)(中)(包)(括)(中)(国)(移)(动)(、中)(国)(人)(民)(银)(行)(、畅)(捷)(通)(、智)(联)(招)(聘)(等)(知)(名)(企)(业)(。
云)(智)(慧)(:连)(续)(三)(年)(国)(内)(APM市)(场)(占)(有)(率)(第)(一)(
云)(智)(慧)(是)(中)(国)(领)(先)(的)(业)(务)(运)(维)(解)(决)(方)(案)(服)(务)(商)(,曾)(连)(续)(三)(年)(在)(国)(内)(APM市)(场)(占)(有)(率)(第)(一)(。云)(智)(慧)(为)(企)(业)(提)(供)(全)(平)(台)(一)(体)(化)(业)(务)(运)(维)(服)(务)(,涵)(盖)(全)(栈)(性)(能)(监)(控)(、端)(到)(端)(应)(用)(性)(能)(管)(理)(、全)(链)(路)(性)(能)(压)(测)(、实)(时)(大)(数)(据)(可)(视)(化)(分)(析)(,提)(升)(业)(务)(运)(营)(和)(IT管)(理)(效)(率)(。
公)(司)(成)(立)(于)(2010年)(,2011年)(在)(国)(内)(监)(控)(服)(务)(市)(场)(占)(有)(率)(排)(名)(第)(一)(,2013年)(获)(得)(戈)(壁)(A轮)(数)(百)(万)(美)(元)(融)(资)(,2014年)(B轮)(融)(资)(获)(得)(红)(杉)(领)(投)(的)(1500万)(美)(元)(。2015年)(建)(成)(全)(球)(最)(大)(的)(监)(测)(网)(络)(,企)(业)(用)(户)(数)(达)(到)(30万)(,获)(得)(红)(杉)(领)(投)(的)(1230万)(美)(元)(B+轮)(融)(资)(。
公)(司)(旗)(下)(拥)(有)(监)(控)(宝)(和)(透)(视)(宝)(两)(种)(IT性)(能)(产)(品)(,其)(中)(监)(控)(宝)(监)(测)(IT性)(能)(,提)(供)(端)(到)(端)(一)(体)(化)(云)(监)(控)(,包)(含)(网)(络)(监)(控)(、API监)(控)(、服)(务)(器)(监)(控)(、服)(务)(监)(控)(、数)(据)(库)(监)(控)(、网)(页)(性)(能)(管)(理)(、安)(全)(监)(控)(、应)(用)(监)(控)(;透)(视)(宝)(是)(面)(向)(业)(务)(的)(端)(到)(端)(一)(体)(化)(应)(用)(性)(能)(管)(理)((APM)平)(台)(,能)(快)(速)(发)(现)(及)(准)(确)(定)(位)(应)(用)(全)(生)(命)(周)(期)(的)(性)(能)(问)(题)(,包)(含)(业)(务)(监)(控)(、移)(动)(应)(用)(性)(能)(管)(理)(、浏)(览)(器)(性)(能)(管)(理)(、应)(用)(性)(能)(管)(理)(、主)(机)(性)(能)(管)(理)(。
博)(睿)(数)(据)(:巩)(固)(APM领)(域)(地)(位)(,初)(步)(建)(立)(ITOM生)(态)(环)(境)(
博)(睿)(宏)(远)(数)(据)(成)(立)(于)(2007年)(,是)(国)(内)(领)(先)(的)(应)(用)(性)(能)(管)(理)((APM)服)(务)(提)(供)(商)(。博)(瑞)(宏)(远)(数)(据)(已)(于)(2017年)(1月)(24日)(报)(送)(申)(报)(稿)(,拟)(在)(创)(业)(板)(上)(市)(。公)(司)(2015年)(收)(入)(6700万)(元)(,同)(比)(增)(长)(67%。
自)(成)(立)(以)(来)(,博)(瑞)(数)(据)(一)(直)(专)(注)(于)(APM领)(域)(,未)(来)(公)(司)(计)(划)(进)(一)(步)(巩)(固)(和)(扩)(大)(APM领)(域)(主)(动)(式)(产)(品)(及)(服)(务)(的)(行)(业)(领)(先)(地)(位)(,完)(善)(以)(业)(务)(交)(易)(管)(理)(为)(核)(心)(的)(被)(动)(式)(产)(品)(及)(服)(务)(,初)(步)(建)(立)(围)(绕)(ITOM的)(生)(态)(环)(境)(。
公)(司)(向)(客)(户)(提)(供)(基)(于)(SaaS/On-Premise模)(式)(的)(APM解)(决)(方)(案)(,将)(支)(撑)(业)(务)(所)(需)(的)(IT系)(统)(运)(行)(情)(况)(透)(明)(化)(,从)(前)(端)(、网)(络)(、系)(统)(和)(应)(用)(四)(个)(环)(节)(,精)(准)(感)(知)(每)(一)(位)(客)(户)(每)(一)(次)(操)(作)(的)(实)(际)(体)(验)(,监)(测)(并)(诊)(断)(客)(户)(使)(用)(过)(程)(发)(生)(的)(问)(题)(,如)(页)(面)(闪)(退)(、无)(法)(跳)(转)(、报)(错)(、劫)(持)(等)(,发)(现)(并)(追)(溯)(影)(响)(业)(务)(质)(量)(的)(问)(题)(本)(源)(,从)(而)(帮)(助)(企)(业)(提)(升)(工)(作)(效)(率)(、业)(务)(质)(量)(及)(核)(心)(竞)(争)(能)(力)(。业)(务)(覆)(盖)(互)(联)(网)(、金)(融)(、运)(营)(商)(、制)(造)(业)(等)(重)(要)(行)(业)(。
传)(统)(项)(目)(型)(IT运)(维)(公)(司)(,积)(极)(探)(索)(云)(运)(维)(模)(式)(
神)(州)(数)(码)((神)(州)(云)(计)(算)():国)(内)(IT分)(销)(巨)(头)(,打)(造)(最)(大)(的)(企)(业)(信)(息)(化)(服)(务)(平)(台)(
神)(州)(数)(码)(是)(国)(内)(IT分)(销)(巨)(头)(,已)(经)(连)(续)(十)(年)(蝉)(联)(IT分)(销)(国)(内)(市)(场)(第)(一)(,为)(IT云)(服)(务)(打)(下)(坚)(实)(基)(础)(。2016年)(6月)(,公)(司)(购)(买)(神)(州)(云)(科)(服)(务)(100%股)(权)(,以)(云)(科)(服)(务)(为)(载)(体)(,搭)(建)(平)(台)(型)(云)(市)(场)(,目)(前)(合)(作)(伙)(伴)(数)(量)(已)(经)(有)(阿)(里)(云)(、Azure、AWS、华)(为)(云)(等)(500家)(合)(作)(伙)(伴)(。2017年)(,神)(州)(数)(码)(将)(旗)(下)(云)(科)(服)(务)(更)(名)(为)(神)(州)(云)(计)(算)(。神)(州)(云)(计)(算)(为)(用)(户)(提)(供)(IaaS、PaaS和)(SaaS一)(站)(式)(综)(合)(企)(业)(云)(服)(务)(,整)(合)(全)(球)(云)(产)(业)(资)(源)(打)(造)(企)(业)(云)(服)(务)(平)(台)(,成)(为)(最)(大)(的)(云)(聚)(合)(资)(源)(池)(。神)(州)(云)(计)(算)(目)(前)(提)(供)(的)(SaaS产)(品)(已)(经)(囊)(括)(协)(同)(办)(公)(、流)(程)(管)(理)(、人)(力)(资)(源)(、客)(户)(关)(系)(管)(理)(、IT管)(理)(、项)(目)(管)(理)(等)(众)(多)(全)(方)(位)(领)(域)(。
神)(州)(数)(码)(提)(供)(的)(IT管)(理)(云)(产)(品)(称)(为)(ITss系)(统)(。IT服)(务)(支)(撑)(体)(统)((简)(称)(ITss)是)(基)(于)(ITILV3体)(系)(的)(系)(统)(实)(现)(,提)(供)(了)(IT服)(务)(全)(生)(命)(周)(期)(的)(支)(持)(和)(管)(理)(。涵)(盖)(了)(“服)(务)(提)(供)(”、“服)(务)(支)(撑)(”和)(“服)(务)(管)(理)(”。为)(IT客)(户)(、IT用)(户)(、IT工)(程)(师)(和)(IT管)(理)(者)(提)(供)(所)(需)(的)(系)(统)(信)(息)(支)(持)(。“服)(务)(提)(供)(”以)(企)(业)(IT服)(务)(为)(核)(心)(,提)(供)(计)(算)(资)(源)(申)(请)(、权)(限)(申)(请)(、个)(性)(化)(需)(求)(申)(请)(等)(服)(务)(项)(目)(;“服)(务)(支)(付)(”方)(式)(包)(括)(热)(点)(电)(话)(、知)(识)(库)(、远)(程)(支)(持)(、现)(场)(支)(持)(、“服)(务)(管)(理)(”通)(过)(信)(息)(发)(布)(功)(能)(可)(以)(实)(现)(IT公)(告)(、IT作)(业)(计)(划)(、IT故)(障)(处)(理)(、IT报)(告)(。
此)(外)(,作)(为)(云)(服)(务)(整)(合)(平)(台)(,神)(州)(云)(计)(算)(还)(聚)(合)(了)(国)(内)(外)(众)(多)(优)(秀)(的)(IT管)(理)(产)(品)(,其)(中)(包)(括)(易)(维)(帮)(助)(台)(。易)(维)(帮)(助)(台)(是)(国)(内)(领)(先)(的)(Helpdesk品)(牌)(,集)(远)(程)(技)(术)(与)(流)(程)(化)(管)(理)(于)(一)(体)(,广)(泛)(应)(用)(于)(企)(业)(客)(户)(服)(务)(和)(IT技)(术)(支)(持)(。ITSM面)(向)(大)(中)(型)(企)(业)(,为)(IT部)(分)(提)(供)(用)(户)(支)(持)(、时)(间)(支)(持)(、资)(源)(管)(理)(等)(解)(决)(方)(案)(;云)(客)(服)(面)(向)(IT外)(包)(、IT服)(务)(、SaaS等)(互)(联)(网)(企)(业)(,提)(供)(远)(程)(技)(术)(云)(客)(服)(解)(决)(方)(案)(。
银)(信)(科)(技)(:IT运)(维)(第)(三)(方)(服)(务)(龙)(头)(,云)(计)(算)(领)(域)(布)(局)(加)(速)(
银)(信)(科)(技)(是)(IT运)(维)(第)(三)(方)(服)(务)(龙)(头)(,是)(一)(家)(全)(国)(性)(、专)(业)(化)(的)(数)(据)(中)(心)(“一)(站)(式)(”IT运)(维)(服)(务)(方)(案)(商)(,主)(要)(面)(向)(政)(府)(和)(企)(事)(业)(单)(位)(数)(据)(中)(心)(IT基)(础)(设)(施)(提)(供)(第)(三)(方)(运)(维)(服)(务)(、智)(慧)(城)(市)(建)(设)(服)(务)(、系)(统)(集)(成)(服)(务)(、以)(及)(IT运)(维)(管)(理)(相)(关)(产)(品)(的)(研)(发)(与)(销)(售)(服)(务)(,多)(年)(来)(在)(银)(行)(业)(IT运)(维)(第)(三)(方)(服)(务)(市)(场)(保)(持)(份)(额)(前)(三)(名)(。公)(司)(针)(对)(数)(据)(中)(心)(的)(IT基)(础)(设)(施)(,提)(供)(咨)(询)(、支)(持)(、维)(护)(、升)(级)(、搬)(迁)(、培)(训)(、集)(成)(等)(一)(整)(套)(全)(过)(程)(的)(IT运)(维)(服)(务)(。
公)(司)(从)(2015年)(云)(计)(算)(领)(域)(布)(局)(加)(速)(。2015年)(11月)(,公)(司)(以)(自)(有)(资)(金)(1亿)(元)(设)(立)(全)(资)(子)(公)(司)(数)(云)(科)(技)(,云)(计)(算)(领)(域)(迈)(出)(一)(步)(;同)(年)(,推)(出)(“中)(小)(企)(业)(云)(服)(务)(平)(台)(”。2016年)(11月)(,公)(司)(推)(出)(定)(增)(方)(案)(,拟)(在)(云)(运)(营)(平)(台)(投)(入)(2.19亿)(元)(,其)(中)(募)(集)(资)(金)(投)(入)(1.89亿)(元)(。
中)(小)(企)(业)(云)(服)(务)(平)(台)(面)(向)(中)(小)(企)(业)(提)(供)(从)(基)(础)(设)(施)(、数)(据)(库)(中)(间)(件)(、系)(统)(应)(用)(进)(程)(到)(业)(务)(交)(易)(系)(统)(的)(一)(整)(套)(运)(维)(管)(理)(解)(决)(方)(案)(。目)(前)(除)(了)(24小)(时)(基)(础)(设)(施)(监)(控)(、技)(术)(故)(障)(诊)(断)(、自)(动)(巡)(检)(、整)(体)(巡)(检)(等)(功)(能)(。公)(司)(未)(来)(进)(一)(步)(增)(强)(IT运)(维)(产)(品)(线)(,打)(造)(从)(IaaS到)(SaaS层)(的)(一)(体)(化)(运)(维)(服)(务)(。针)(对)(不)(同)(客)(户)(细)(分)(服)(务)(,维)(护)(行)(业)(及)(大)(客)(户)(的)(点)(对)(点)(服)(务)(,实)(现)(中)(小)(客)(户)(的)(云)(运)(维)(服)(务)(。
新)(华)(三)(:提)(供)(云)(平)(台)(托)(管)(运)(维)(服)(务)(
华)(三)(云)(托)(管)(运)(维)(服)(务)(通)(过)(强)(大)(的)(后)(端)(专)(业)(运)(维)(团)(队)(,提)(供)(云)(平)(台)(的)(远)(程)(运)(维)(,包)(括)(服)(务)(管)(理)(、配)(置)(管)(理)(、安)(全)(管)(理)(、事)(件)(管)(理)(、容)(量)(管)(理)(等)(,并)(结)(合)(华)(三)(本)(地)(化)(驻)(场)(协)(维)(,可)(以)(直)(接)(帮)(用)(户)(或)(服)(务)(商)(接)(管)(云)(平)(台)(软)(件)(与)(硬)(件)(的)(日)(常)(运)(维)(工)(作)(,大)(幅)(减)(轻)(用)(户)(和)(服)(务)(商)(的)(运)(维)(工)(作)(量)(。
新)(华)(三)(的)(云)(运)(维)(服)(务)(可)(以)(为)(用)(户)(和)(云)(服)(务)(商)(提)(供)(晚)(上)(的)(云)(运)(维)(平)(台)(,帮)(助)(用)(户)(和)(云)(服)(务)(商)(解)(决)(人)(、工)(具)(和)(流)(程)(三)(大)(运)(维)(核)(心)(问)(题)(。华)(三)(云)(运)(维)(平)(台)(将)(应)(用)(、网)(络)(、计)(算)(、存)(储)(、虚)(拟)(化)(等)(IT资)(源)(的)(性)(能)(及)(告)(警)(信)(息)(综)(合)(分)(析)(,通)(过)(简)(洁)(易)(懂)(的)(界)(面)(,直)(观)(呈)(现)(IT状)(态)(健)(康)(水)(平)(,使)(IT运)(维)(效)(率)(大)(幅)(提)(升)(。
返)(回)(搜)(狐)(,查)(看)(更)(多)(责)(任)(编)(辑)(:
声)(明)(:该)(文)(观)(点)(仅)(代)(表)(作)(者)(本)(人)(,搜)(狐)(号)(系)(信)(息)(发)(布)(平)(台)(,搜)(狐)(仅)(提)(供)(信)(息)(存)(储)(空)(间)(服)(务)(。
阅)(读)(()
)


相关文章

版权所有:南方新闻网 粤ICP备05070829 网站标识码4400000131
主办:南方新闻网 协办:广东省经济和信息化委员会 承办:南方新闻网
建议使用1024×768分辨率 IE7.0以上版本浏览器