Imagine a work in which help desk software uses an advanced routing formulas  to locate not only an available help desk technician but also someone who is qualified to answer the trouble call.

Service-Now.com claims to have built said software. After years of dealing with support organization if the SAAS provider has indeed figured out a way to accomplish what’s been impossible thus far we could have something that would challenge Salesforce’s lack luster support/trouble ticket system.

I won’t be convinced until I see a demo in a live environment.

Service-now.com Winter 2009 release includes updated features to help strapped IT departments better manage IT projects and more quickly gather information across disparate systems. For instance, the enhancements around project management include technician work queues that provide project milestones to help staff stay on schedule. The latest update also includes a new search capability that lets IT managers search for data across system tasks, policies, incidents, problems, changes and configuration items.

-Networking World

According to The Standard the US Army is in the process of rolling out the Service and Support module of Salesforce to their recruiting division.

The Salesforce.com application is being used in conjunction with the Army Experience Center , a special facility that opened in a Philadelphia shopping mall last fall. It includes simulators, games and interactive career tools in a spacious environment that’s a far cry from the drab federal offices where recruiters and prospects once met.

No word on which company is implementing. Knowing Salesforce this is probably an internal initiative.

The new face of CEO’s in the SAAS world don’t look like boring stuffy bald guys. SAAS CEO’s look more like Don Drapper than Ebenizer.

1. CEO’s look like this
2. CEO’s do this

This blog is about SAAS

Software as a Service (SaaS, typically pronounced ’sass’) is a model of software deployment where an application is licensed for use as a service provided to customers on demand. On demand licensing and use alleviates the customer’s burden of equipping a device with every application. It also reduces traditional end user licensing agreement (EULA) software maintenance, ongoing operation patches, and patch support complexity in an organization. On demand licensing enables software to become a variable expense, rather than a fixed cost at the time of purchase. It also enables licensing only the amount of software needed versus traditional licenses per device. SaaS also enables the buyer to share licenses across their organization and between organizations, to reduce the cost of acquiring End User License Agreement (EULA) for every device in the firm.