Press release

ServiceNow Transforms its Global Partner Ecosystem Strategy to Accelerate Customers’ Digital Transformation Journey

Sponsored by Businesswire

ServiceNow (NYSE: NOW), Forbes’ No. 1 World’s Most Innovative Company in
2018, today announced transformational changes to its global partner
ecosystem strategy, introducing new programs for ServiceNow’s global
partner community to accelerate growth with ServiceNow and deliver
greater value to customers. These programs, unveiled at Knowledge 2019,
ServiceNow’s annual user conference, underscore ServiceNow’s commitment
to developing a world-class partner ecosystem and enabling digital
transformations that make work, work better for people.

“ServiceNow believes it can become a $10 billion company, creating
significant opportunity for our global partner ecosystem to grow with us
as we help enable digital transformation for customers worldwide,” said
David M. Parsons, ServiceNow Senior Vice President of Global Alliances
and Channel Ecosystem. “The changes announced today more intuitively
segment our global partner portfolio, better differentiating levels of
expertise for our partners and customers. We also are implementing a
more consistent, proactive and predictable joint go-to-market engagement
framework. Together, ServiceNow and its partners represent a true ‘force
multiplier’ for our customers. We are committed to helping customers
accelerate their digital transformation journey and realize
unprecedented business value.”

Highlights of ServiceNow’s global partner ecosystem strategy and partner
programs include the following.

New Global Partner Segmentation Approach

ServiceNow has established a new global partner segmentation approach to
recognize partners’ expertise across its ecosystem. This will enhance
opportunities for partners to differentiate and position their services
to joint customers.

Within this new framework, partners are segmented according to two sets
of criteria: 1) their breadth and depth of ServiceNow-enabled solutions
adoption associated with their practice development and managed service
offerings; and 2) their go-to-market maturity. The former is determined
by four key factors, which include:

  • Capacity, which pertains to the number of people who are
    certified on ServiceNow technology within the partner organization;
  • Competency, characterized by a partner’s specialization, which
    is determined by achieving specific ServiceNow product, solutions and
    workflow certifications and recognized via ServiceNow’s new ‘Digital
    Badging System’;
  • Customer success, as validated by published criteria, including
    multiple product line, solution and workflow implementations that meet
    baseline customer satisfaction scores; and
  • Capability, with respect to a qualitative assessment of a
    partner’s digital transformation skills, industry domain expertise and
    global scale.

Based on these sets of criteria, partners are segmented within one of
the following partner categories:

  • Global Elite Partner: A Global Elite partner meets all of the
    ‘Elite Partner’ criteria and has the following characteristics: deep
    industry domain expertise; digital transformation skills, including
    business process re-engineering and organization change management;
    global scale; commitment to achieve a $1 billion ServiceNow practice
    within three-to-five years; and CEO-level commitment to a ServiceNow
    practice. The attainment of these characteristics is reviewed annually.
  • Elite Partner: An Elite partner typically specializes in five
    or more ServiceNow products across the IT, Employee Experience and
    Customer Service workflows and has established operations in multiple
  • Premier Partner: A Premier partner typically focuses on fewer
    than five ServiceNow products in more than one geographic region.
  • Specialist Partner: A Specialist partner typically provides
    highly specialized skills in a specific area in any one or more
    ServiceNow product.
  • Registered Partner: A Registered partner is new to the
    ServiceNow partner ecosystem, has met the minimum qualification
    requirements for the program and has yet to achieve measurable
    activity or certifications.

New Service Provider Coverage Model and Partner Programs

The company has implemented specific programs that support each level of
specialization and go-to-market strategies. This includes providing
visibility into ServiceNow’s product roadmap. These programs will help
partners build ServiceNow technology practices and managed services
offerings that are powered by the Now Platform and workflows.

ServiceNow has created a dedicated business development team to support
the top global and regional service providers. It also has launched a
new program for service providers who innovate on ServiceNow’s workflow
products or platform. A new ServiceNow reference design validation
process encourages service providers to build their own offerings
powered by the Now Platform.

In order to better address the unique needs of partners who serve public
sector customers operating in a highly regulated environment, ServiceNow
has established a new program to help its partners more effectively
respond to public sector customer opportunities. Initially, the program
will focus on partners serving U.S. Federal customers; over time, the
program will expand to include State, Local and Education and will be
extended to partners in Europe and Asia as well.

As the foundation of the global partner ecosystem transformation,
ServiceNow has established a new global-regional joint engagement
framework to enhance joint go-to-market consistency and predictability,
a new next-generation deal registration process and a global Partner
Concierge Service Center (5×24) to simplify the way partners engage with
ServiceNow and ensure that they have the support they need to be
successful. The global partner organization also has put in place a new,
joint go-to-market governance model, unified enablement and progressive
training programs to lower the cost of training and accelerate time to
certification across the global partner ecosystem.

“Today’s announcement represents a strategic pivot to engage with our
global and regional partner community in a world-class manner. Our goal
is to enable our partners to be successful as they grow their ServiceNow
practices and managed services offerings. At ServiceNow, we are
committed to making partner success synonymous with customer success,”
Parsons continued.

About ServiceNow

ServiceNow (NYSE: NOW) is making the world of work, work better for
people. Our cloud-based platform and solutions deliver digital workflows
that create great experiences and unlock productivity for employees and
the enterprise. For more information, visit:

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