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newScale Service Catalog Solution Makes ITIL Actionable with Release of newScale FrontOffice(TM) Suite
[October 16, 2007]

newScale Service Catalog Solution Makes ITIL Actionable with Release of newScale FrontOffice(TM) Suite

SAN MATEO, Calif. --(Business Wire)-- newScale(R) Inc., the market leader in IT Service Catalog and Service Portfolio Management software solutions, today announced the release of the newScale FrontOffice(TM) Suite. This major release offers IT organizations the Service Catalog software, deployment services, pre-packaged ITIL compatible roles and libraries of service content necessary for managing the entire ITIL v3 service lifecycle. This powerful combination provides an accelerated path for using the Service Catalog to achieve greater IT-business alignment and improved operational efficiency.

newScale FrontOffice Suite is the next step forward in service portfolio management solutions from the company that shipped the first commercial IT Service Catalog in 2000 and has more Service Catalog users in production than all other vendors combined.

"newScale is an innovator and market leader in the Service Catalog software market, and offers one of the most mature and proven Service Catalog solutions," according to Hank Marquis, director of IT services management, at Enterprise Management Associates (EMA).

This major release includes dozens of pre-defined ITIL roles for all of the processes that link to the IT Service Catalog. It also provides new software functionality to activate these ITIL processes across the entire service lifecycle--including service strategy, service design, service transition, service operation, and continual service improvement.

"IT organizations need to fundamentally rethink their approach to improving customer satisfaction and demonstrating value to the business. The evidence is pretty clear; the billions of dollars IT gave away to back office 'service management' and help desk vendors has not fixed the problem--users still think IT is a cost center that is better outsourced to a low-cost provider," said Scott Hammond, president and CEO, newScale, Inc. "The newScale FrontOffice Suite approaches the problem from the customer's point of view--with a 'front office' focus on managing the business of IT. Building on our unparalleled experience deploying Service Catalogs at nearly 100 of the best-respected IT organizations in the world, the new suite delivers innovative new best of breed features, proven deployment methodologies, and new content libraries that the traditional back office IT vendors have yet to even dream about."

A Service Catalog should enable several key functions, including request fulfillment, service portfolio management, demand management, and continual service improvement. newScale FrontOffice Suite is the only Service Catalog solution with all the features and capabilities needed to support each of these critical processes.

The newScale FrontOffice Suite includes:

-- newScale PortfolioCenter(TM) allows you develop and publish the catalog of business-relevant service offerings to your business unit executive customers. With newScale PortfolioCenter your customers can understand how IT services drive value for the business. newScale PortfolioCenter provides an easy-to-use solution for communicating what each service includes, the associated costs, and to publish and track performance against service level options. newScale PortfolioCenter also includes a new service process library to make key service portfolio management processes actionable.

-- newScale DemandCenter(TM) enables business relationship managers to provide continuous planning, visibility and control of IT demand. By creating and tracking to agreements with the business unit, newScale DemandCenter gives you the ability to control IT consumption and improve IT-business negotiations.

-- newScale RequestCenter(R) is the single-pane-of-glass for all IT requests. newScale RequestCenter includes newScale Service Request, a self-service portal where users order not only standard move/add/change type IT services, but also requests for projects, ID/access requests, application-related requests, and a full range of non-IT services including facilities, HR and telecommunications services.

Unlike back office approaches that put an IT-centric web front-end on a help desk system, newScale offers a "walk-up" user interface that allows all of your company's employees to use the system immediately and intuitively. With newScale, it's as easy to request a service from IT as it is to order a book on This customer-centric approach drives increased IT customer satisfaction and market-leading Service Catalog adoption rates among newScale customers.

-- newScale Service Reporting and Analytics(TM) is the only complete solution to support both the portfolio and request views of the service catalog. Beyond just a few simple canned service request status reports available from the competitors, newScale provides extensive pre-built reporting, KPIs, data mart, data cubes, and ad-hoc reporting capabilities for in-depth analysis that enable service teams to detect performance bottlenecks and monitor consumption at a service-by-service level.

newScale solutions are much more than just software. newScale Service Request Libraries(TM) are pre-packaged service components that give you a head start on defining the service offerings demanded by your business and end-user customers. Our newScale Universal Delivery Model(TM) deployment methodology is used by experts in designing and configuring newScale software to share implementation best practices, tools and templates from our other successful deployments.

Each newScale FrontOffice Suite solution comes with newScale Service Catalog Foundation(TM). This includes newScale Organization Designer(TM), which provides dozens of ITIL-compatible roles and templates to quickly and easily map your organization's business processes. It also includes newScale ServiceDesigner(TM), the only solution that allows service design to be distributed; service process owners from different functional IT silos can make changes to service definitions and modify fulfillment process without programming. This capability allows IT to react quickly to changes in the business and minimize the total cost of ownership of your Service Catalog solution.

Customer experience shows that Service Catalogs are usually integrated with at least three other systems--including help desks, financial applications, JSR-168 portals, LDAP/SSO, HR and other systems from a wide range of vendors. Unlike back-office suite vendors who hope to ignore the reality of integration requirements in heterogeneous IT environments, the newScale Service Integration Hub(TM) provides a process and standards-based integration framework that enables newScale applications to interface with and complement other applications and legacy systems.

newScale FrontOffice Suite ships in November 2007. Pricing starts at $100,000 and varies depending on the number of end-users.

About newScale, Inc.

newScale, Inc. is the leader in IT Service Catalog and Service Portfolio Management software solutions, with more than 1.5 million users worldwide. newScale solutions enable IT organizations to catalog their portfolio of services, govern demand for services, manage delivery of services, and optimize service quality. newScale customers--including twenty percent of the Fortune 50--benefit from increased operational efficiency, reduced costs, improved service levels, and greater IT/business alignment. For more information, please visit the newScale web site at or call 650-403-7700.

Editor's Note: All newScale brand and product names are trademarks or registered trademarks of newScale Inc. in the U.S. and other countries. All other products or company names mentioned are used for identification purposes only, and may be trademarks of their respective owners.

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