9 traits of the best ServiceNow implementation partners

ServiceNow has unlocked productivity and efficient workflows for over 6,000 customers around the world, and it’s easy to see why. Founded in 2004 with the goal of making work easier, ServiceNow is a cloud-based platform that delivers tried-and-true digital workflows that streamline business processes, improve efficiency, and create great customer and employee experiences.

If you’re looking to join the thousands of organizations using ServiceNow by implementing the platform into your enterprise, you’re in the right place! The first step to achieving the long-term Now Platform success you desire is finding a trusted partner that can help you manage everything from consulting, and implementation to ongoing training and enablement.

It can be challenging to find a partner that works well with your team and offers excellent solutions across your organization. How can you make sure to engage with an experienced and trustworthy ServiceNow partner you can rely on? Let’s explore what the ServiceNow partner program is, what requirements companies need to meet to become a partner, and five tips for finding a partner that goes above and beyond for your organization.

What is the ServiceNow partner program?

The ServiceNow partner program is an ecosystem that empowers companies to align forces with ServiceNow to provide high-quality solutions to their clients. The partner program enables companies to build, test, certify, and distribute applications and integrations for the Now Platform. With the goal of empowering ServiceNow users to make work work more effectively, the partner program supplies service providers with the required certifications and resources they need to empower their clients with excellent solutions.

Requirements of ServiceNow partners

Every ServiceNow partner must meet specific conditions before it becomes registered in the system. The general requirements for being a registered ServiceNow partner include the following criteria:

• Demonstrated expertise in the ServiceNow platform across products (e.g., Performance Analytics, HR Service Delivery, Customer Service Management)
• A proven track record of success in delivering value-added services to customers
• A commitment to growing and investing in ServiceNow
• Compliance with ServiceNow’s partner program guidelines and requirements
• Customer satisfaction rating and customer success stories
• Number of certified professionals and authorized trainers

On top of this, there are more specific requirements companies must meet based on what level of ServiceNow partner they are. In the reimagined partner program, there are five ServiceNow partner tiers, including the following:

1. Registered Partners – 71 percent of all ServiceNow Partners
   This group includes the vast majority of ServiceNow partners. These organizations may be new to ServiceNow and have not yet achieved measurable activity or certifications.
2. Specialist Partners – 9 percent of all ServiceNow Partners
   These partners must demonstrate skills in one or more ServiceNow products and provide specialized support in these areas.
3. Premier Partners – 12 percent of all ServiceNow Partners
   These partners can provide specialized support in four or fewer ServiceNow products and have established themselves in several different regions.
4. Elite Partners – 8 percent of all ServiceNow Partners
   Elite Partners must prove higher levels of competency in five or more ServiceNow products—across information technology (IT), employee experience, and customer service workflows.
5. Global Elite Partners – 0.3 percent of all ServiceNow Partners

These partners are the top tier of ServiceNow partners, with seasoned industry and domain expertise, digital transformation skills, global scale, and a CEO-level commitment to ServiceNow practices. There are currently only six Global Elite Partners.
These tiers and criteria are there to help you evaluate potential partners, so use them to make informed decisions based on your budget, needs, and goals.

5 tips for finding a partner you can rely on

Now that we’ve talked about what the ServiceNow partner program is and what requirements partners need to meet, let’s discuss exactly how to find the right one for your enterprise. These five tips will give you the foundation you need to find the excellent support you need.

1. Utilize the ServiceNow Partner Finder

First, the ServiceNow Partner Finder is an excellent resource for searching for and comparing ServiceNow partners. This tool enables you to comb through the vast ServiceNow partner ecosystem to identify the best fit for your business, including partners that provide services from consulting and implementation to managed services.

This partner portal allows you to refine your search based on your needs, your industry, your region, your country, or the product(s) you want to implement first, making it easy to form a list of potential partners. For example, you can narrow down results based on the following requirements:

• Provides consulting and implementation services
• Resells products and solutions
• Managed service provider
• Develops apps and integrations
• Customer Service Management

If you’d like to narrow your search based on the tools you most want to implement, you can also sort partners based on one or more product categories, like Customer Service Management; Governance, Risk, and Compliance; HR Service Delivery; and more. Overall, this finder is a great first step to creating a list of potential partners.

2. Read customer success stories

Once you have a list of potential partners you’d like to look into, it’s time to dive into researching them. First, consider whether a partner has customer success stories on their website. Not only can these insights give you information about the partner experience you can expect, but they can also give you an idea of what KPIs and metrics to assess throughout your ServiceNow journey.

For example, if your goal is to improve your customer service, and another organization in your industry was able to boost efficiency and customer satisfaction by implementing the ServiceNow CSM module, you may want to consider learning more about that product. Keep an eye out for specific use cases and statistics that are relevant to your organization and business goals.

3. Look at implementation experience beyond one ServiceNow product

Even if you have your sights set on one specific product from ServiceNow, be sure to consider whether a potential partner has experience across the Now Platform. While you may want to start with just one tool, you don’t want to find yourself having to search for a new partner when the time comes for you to expand your use of the platform.

An excellent partner will not just have a full understanding of the ServiceNow ecosystem, products, and practices, but they will also be able to offer trustworthy advice for which solutions are best suited to your needs. Choosing a well-experienced team empowers you with reliable and end-to-end support—both immediately and in the long term.

4. Find a strategic partner that follows best practices

Investing in a great ServiceNow partner means having access to best practices that can help you achieve quicker and higher ROI, reduce implementation costs and risk, and achieve continuous improvement with the Now Platform. Remember to consider whether a partner offers strategic services, as they can help you plan a comprehensive roadmap that considers these practices, offering you the greatest value for your investment.

Look into each partner you’re considering to see if they offer and define the following:

• Development, naming, and documentation standards
• Customization and configuration guidelines
• Process-flow policies
• Roadmapping defining how they’ll provide managed services
• Clear advice for maximizing the value of your ServiceNow instance

Any great technology partner will be able to offer visibility into their process and practices as well as explain why and how they’ll implement each aspect of the platform.

5. Consider how a partner defines success

Last but certainly not least, review how a partner will define success in their relationship with you—and make sure it aligns with your core values and objectives. For example, if a partner’s idea for success is simply implementing a product as quickly as possible, you might want to reconsider working with them. Implementation goes far beyond go-live to offer continuous support and results; in fact, a partner should offer assistance that empowers you to thrive far into the future, especially as ServiceNow changes.

On top of how they define success, consider whether a partner’s values mesh well with yours. For example, think about whether they value agility, are results-driven, and align with the standards you uphold within your own teams. A partner can work incredibly well with your team, helping you develop a well-working ServiceNow machine.

Finding a ServiceNow partner is no easy feat; however, it can offer transformative results. With this information and these five tips for narrowing down your partnership search, you can find a partner that goes above and beyond to meet your needs and offer exceptional value.