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Wellcome Trust IT organisation saves more than £600,000 through ServiceNow cloud services and IT process improvement

SAN DIEGO – July 5, 2011 - ServiceNow, the creator of cloud services for enterprise IT management, today announced it has named Mark Bramwell, Wellcome Trust head of IT, as the ServiceNow IT Hero of the Month. The ServiceNow IT Hero of the Month program recognises the outstanding achievements of the people who transform IT.

Mark heads a forward-thinking IT organization using ServiceNow cloud services for IT service management to improve customer service, to enhance service delivery and to ultimately save £600,000 that can be reinvested into the Trust’s life-saving medical research programs.
Wellcome Trust is a global charitable foundation dedicated to achieving extraordinary improvements in health by supporting the brightest minds.

Wellcome Trust’s IT team carried out an organisational review and service improvement effort using ITIL v3 processes as a guide. ServiceNow SaaS for IT was central to this program. The primary goal was to improve customer service, enhance service delivery and lower costs so more funds could be invested in the Trust’s primary medical research activities.

“Our work has already delivered measurable cost-savings in excess of £600,000,” said Mark. “We have designed better processes based on ITIL v3, then automated these using cloud services from ServiceNow. As we run IT operations more efficiently, these savings allow our organisation to dedicate more funds towards its research programs in helping to progress advancements and tangible improvements in health.”

Mark and the Wellcome Trust were recently recognised as a Computerworld 2011 Honors Laureate for their exceptional use of technology in the advancement of global health issues.
To learn more about past ServiceNow IT heroes, or to nominate the next IT hero, please visit and share your story. ServiceNow will announce a new winner every month. Winners receive one complimentary registration to a Knowledge user conference in addition to a chance to meet with Fred Luddy, ServiceNow chief product officer, and members of the ServiceNow development team.

ServiceNow cloud services are drastically different from legacy alternatives and help customers automate the delivery of quality business and IT service automation. To see first hand, a live, no-registration-required instance of ServiceNow is always available at

About ServiceNow

ServiceNow was created to break all the old rules of enterprise IT management software. Born in the cloud, ServiceNow makes IT immediate, social and intuitive. From the beginning, the company set out to give IT people powerfully simple cloud services that just work. Today, the world’s most recognizable and innovative companies rely on SaaS from ServiceNow to transform IT to achieve IT 3.0. Founded in 2004, ServiceNow was recently named by Inc. 500 as one of the fastest-growing companies in the world and is the undisputed market share leader in SaaS for IT. For more information, please visit or

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