ServiceNow Updates Global Partner Ecosystem Strategy
May 09, 2019
Share this

ServiceNow announced 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.

“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 SVP 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 $1billion 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 geographies.

- 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 (5x24) 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 added.

Share this

The Latest

February 20, 2020

Over 70% of C-Suite decision makers believe business innovation and staff retention are driven by improved visibility into network and application performance, according to Rethink Possible: Visibility and Network Performance – The Pillars of Business Success, a survey
conducted by Riverbed ...

February 19, 2020

Modern enterprises rely upon their IT departments to deliver a seamless digital customer experience. Performance and availability are the foundational stepping stones to delivering that customer experience. Along those lines, this month we released a new research study titled the IT Downtime Detection and Mitigation Report that contains recommendations on how to best prevent, detect or mitigate brownouts and outages, given the context of today’s IT transformation trends ...

February 18, 2020

While Application Performance Management (APM) has become mainstream, with a majority of tech pros using APM tools regularly, there's work to be done to move beyond troubleshooting ...

February 13, 2020

Over the last few decades, IT departments have decreased budgets in part because of recession. As a result, they have are being asked to do more with less. The increase in work has amplified the need for automation ...

February 12, 2020

Many variables must align for optimum APM, and security is certainly among them. I offer the following APM predictions for 2020, which revolve around the reality that we will definitely begin to see much deeper integration of WAN technology on the security front. Look for this integration to take shape in the following ways ...

February 11, 2020

When it comes to growing a successful company, research shows it isn't about getting the most out of employees, but delivering an experience that empowers them to be and do their best. And according to Priming a New Era of Digital Wellness, a new study conducted by Quartz Insights in partnership with Citrix Systems, technology is the secret to doing so ...

February 10, 2020

Only 11% of website decision-makers feel that they have complete insight into the scripts that they use on their websites. However, industry estimates state that about 70% of the code on a website comes from a third-party library or service. Research highlights a clear need to raise awareness of the potential threats associated with the vulnerabilities inherent in third-party code ...

February 06, 2020

The ever-increasing access and speeds offered by today's modern networks offer many advantages to businesses and consumers, but also make the integrity of their performance and security more paramount than ever before. Organizations are struggling to manage the constant fluctuations in network conditions and security threats. This has prompted many to explore how automation can help to streamline network management and security processes ...

February 05, 2020

The demand to deliver a consistently positive and innovative customer experience is something that many companies — more specifically, their DevOps teams — are currently grappling with. While the ability to push out multiple features a week may appear as a great accomplishment for DevOps teams, our survey showed that 82% commonly discover bugs in production ...

February 04, 2020

Ensuring reliable data security is a critical part of Application Performance Management (APM) — or at least it should be. The fact is, as a result of our need for speed, increasingly development teams are confronted with the problem of releasing applications faster without compromising security ...