Service Now

Expert Services
for your ServiceNow
Implementation

Faster time to value.
Lower risk. Enduring success.

start

Great business outcomes depend on successful implementation

Successful implementation is more than running a project. It’s about you achieving your unique business goals,
accelerating time to value, and lowering risk.

Our customers tell us they want to

Fast-track digital Enhance their employee Increase efficiency and Boost organizational Scale to support
transformation and innovation and customer experience lower operational costs performance and productivity business growth

Whatever your business priorities, ServiceNow Expert Services help you deliver
extraordinary business outcomes—faster and with less risk.

22

Why ServiceNow Expert Services? The right

No one knows ServiceNow better than we do Plan

Our experts have an inside perspective on our technology and roadmap, so you get The right
the most out of ServiceNow and futureproof your investment.
Design
Focused on your unique business goals
The right
We work with you to understand and crystallize your business objectives, and then ensure
the Now Platform is being used as designed to deliver the right business outcomes. Team

An unmatched track record of success 33

We’ve got experience across 6,000+ customer engagements, giving us deep insights
into successful implementation strategies, practices, and processes.

More than 750 proven leading practices

We have the largest library of ServiceNow leading practices, all developed and proven
in countless customer engagements by our seasoned implementation experts.

A complete solution for your implementation needs

We provide step-by-step guidance from initial planning through to final delivery and
offer a flexible range of engagement models designed to adapt to your specific
implementation requirements.

Delivering customer success When Capita Group CEO Jonathan Lewis embarked on a mission to
transform Capita Software into a company that delighted customers with
In just 17 weeks, Capita Software excellent customer support to match its innovative products, he faced a
centralized 26 service desks, 290 agents, major challenge—26 service desks.
and 23 ticketing systems onto a single
case management system. To transform customer support, Capita Software partnered with ServiceNow
to implement ServiceNow® Customer Service Management. The company
created a dedicated team of both in-house and ServiceNow experts, and
challenged the team to complete the implementation in just 20 weeks.

The team ran 15 best practice workshops to define the strategy
and configured 200 user stories before the initial roll-out,
sticking to out-of-the box functionality to hit the dates.
They completed the implementation in just 17 weeks, beating
the target by three weeks.

Today, the platform supports 90,000 customers, and its Net Promoter Score
with Capita customers hit a best-in-class high of +52. The success has
captured the attention of the whole company, with customer service now
considered a competitive differentiator. Read the full story here.

4

Delivering customer success This Swedish public sector organization provides a range of public services
to the regional population, including overseeing the delivery of healthcare
ServiceNow helps one of Sweden’s and medical treatments to citizens. With more than 50,000 employees, it is
largest employers reduce resolution times one of the largest employers in Sweden–working across hospitals, healthcare
and establish a culture of self-service. centers, and public dental clinics throughout the region.

The organization was already a user of ServiceNow IT Service Management
and saw an even greater potential in expanding its use. By upgrading to ITSM
Pro, the organization aimed to extend both the functionality of the
platform and its own expertise.

The upgrade was planned and delivered alongside ServiceNow
Expert Services—on time and within budget. “Working with
ServiceNow gave us a single point of contact and meant we were
involved directly with the platform experts,” says the Head of
Support Center for the organization.

As a result of the upgrade, the organization has now achieved 93% case
deflection rates and more than 30% use of self-service for incident resolution.

5

Flexible engagement models designed ServiceNow-led implementation
for your implementation needs
We work with your team to plan and execute
ServiceNow Assure your ServiceNow implementation project. You get
a proven solution across all phases of your project,
We collaborate with your chosen services including project and program management, technical
partner to infuse ServiceNow expertise into your and architectural governance, design, build, test, and
implementation project. With ServiceNow Assure, organizational change management.
your partner gets proven guidance throughout
your project lifecycle, including comprehensive
reviews at critical touch points.

Now Create

Free access to our library of more than 750 leading practices and prescriptive guidance. With Now Create,
you and your implementation partner can follow the same implementation processes and insights our own
experts use to deliver outstanding business outcomes faster and with less risk.

6

Now Create

The cornerstone of Easily understood
implementation success and flexible

The Now Create methodology distills Now Create empowers any user, no
our proven experience across thousands matter what their role or experience,
of ServiceNow customer implementations and is designed to work seamlessly
and underpins all of our Expert with other methodologies.
Services offerings.
Step-by-step
Focused on implementation guidance
business outcomes
Now Create covers every phase of your
Now Create leading practices, templates, implementation project, including initiation,
and other tools are organized into Success planning, execution, delivery, and closure.
Packs, providing a complete framework for It offers guidance, with process steps, and
achieving a particular business outcome leading practices—providing a proven
with a ServiceNow product—such as methodology for implementation success.
operating IT as a service or modernizing
customer service.

7

ServiceNow Assure

Infuse our expertise Structured
at the right time engagement

We complement the experience of your We work with you and your partner
team and service provider, giving guidance to assess scope and agree on clear
at critical points in your implementation deliverables. These include structured
to help you drive success. This creates a reviews, implementation plan, architecture
collaborative engagement model that and governance, design, and configuration
makes effective use of available expertise. reviews, accelerating implementation and
reducing risk.

Implementation Architecture and Design Sprint scans and
plan review governance review reviews configuration reviews

8

ServiceNow-led implementation

Value driven and aligned with Trusted technical expertise
your business goals
Our platform architects are valued
We focus on delivering the right business partners on your digital transformation
outcomes faster and with less risk. We align journey with ServiceNow. They call on
your implementation with Now Create insights they’ve gained in successful
leading practices, and ensure you’re ServiceNow projects to help you make
positioned to benefit from ServiceNow the right technical decisions that deliver
innovations and roadmap. the business outcomes you want.

Unrivaled execution Create a healthy foundation
for growth and innovation
With thousands of hours of ServiceNow
project experience, our engagement We ensure you’re ready to scale and
managers provide a rapid path to success. expand into new solution areas. By
Their experience and leadership skills bring evaluating your platform health and
immediate and measurable value to your aligning your implementation architecture
implementation project. and design with your business goals, we
position you for enduring success.

9

We collaborate well with each other and make a joint approach to customers.
That is where the majority of our success has been over recent years.

Ashish Seth, Infosys

The success of our implementation was absolutely the direct result of
an amazing team and a great relationship with ServiceNow.

Meghan Sander, Finance of America

ServiceNow provided critically important resources to help us safeguard
the health and well-being of everyone on the NBA and WNBA campuses—
and we would not have been successful without them.

Adam Silver, NBA Commissioner

There are so many resources and so much out-of-the-box functionality
within ServiceNow—and ServiceNow people are so invested in making sure
that we enjoy the very best of what their technology can offer.

Dianne Kokotoff, Wellstar Health System

10

Let’s recap Want to learn more?

Successful implementation is more than running a project. Implementation Services
It’s about you achieving your unique business goals, accelerating ServiceNow Assure
time to value, and lowering risk. Now Create

Whatever your business priorities, ServiceNow Expert Services © 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and
help you deliver extraordinary outcomes—faster and with less risk. other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United
With our focus on your business goals, unmatched expertise, proven States and/or other countries. Other company names, product names, and logos may be trademarks
track record, insider perspective, leading practices, and flexible of the respective companies with which they are associated. SN-EB-Expert-Services-102021
engagement models, we set you up for enduring success.
finish11
Your ServiceNow Services Executive is here for you.