ITOM

 Qualification   Process
for  Partners
ServiceNow  Services  Partner  Program
2016

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Overview
• Partner  ITOM  Implementation   Qualification   Overview
• Benefits  of  ITOM   Implementation  Qualification
• ServiceNow   Services   Partner  Program
• Delivery  Assistance   Service  for  Partners  – Service  Mapping
• Call   to   Action

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Partner  ITOM  Implementation   Qualification  Overview  
• ITOM   implementation  requires   higher   level  
of  partner   qualification
• Initial   focus   is   on  Service   Mapping  
Implementation  Competency
• Includes   advanced   training  and  hands   on  
teaming   with   ServiceNow  Professional  
Services,   leveraging  Delivery   Assistance  
Service   for  Partners
• Partners  must   be   members   of  the  
ServiceNow   Services   Partner  Program

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ITOM  Implementation   Qualification  
• ITOM   Implementation  current  
comprises  of  the   following  
Accreditations:
– Discovery
– Service  Mapping
• Both   of  these  Accreditations  
have  mandatory  training  
Service  
Discovery Mapping
components
• Both   can  be   counted  as  
individual   Implementation  
Competencies  

ITOM   Implementation  Qualification  

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Benefits  of  ITOM  Implementation   Qualification
• Designated  as  an   ITOM  qualified  partner   to  
customers   and  ServiceNow   sales  teams
• Access  to  best   practices  ITOM  collateral  
• Leverage  Deliver   Assistance  Services   for  
Partners  designed  by  ServiceNow  
implementation   experts
• Recognition  on  ServiceNow  website  “Find  a  
Partner”  listing
• Alignment  with  ServiceNow   sales  for  partner  
ITOM   engagement   confidence

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ServiceNow  Services  Partner  Program

Sales Services   Technology

Partner   Partner   Partner  
Program Program Program

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Incorporated  within  the  Services  Partner  Program

Item Registered Bronze Silver Gold

Minimum  number  of  registered  implementations -­‐ 3 20 40

Minimum  number  of  completed  implementations -­‐ 2 15 30

Minimum  number  of  CSAT  S urvey  responses -­‐ 2 15 30

Average  CSAT Score -­‐ 8.0 8.2 8.4

Certified  S ystem  Administrators -­‐ 5 20 30

Certified  I mplementation  S pecialists -­‐ 3 10 20

Minimum  number  of  product  implementation  

-­‐ 1 2 4
competencies

Minimum  number  of  Certified  I nstructors -­‐ -­‐ -­‐ 1

Technical  Architects -­‐ -­‐ -­‐ 1

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Access  ITOM  Online  Training  via  the  Partner  Portal

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Service  Mapping  -­‐ Implementation   Competency
Delivery  Assistance  
Service  -­‐ for  Partners

Successful  
Product  
Customer  
Accreditation
Deployments

Maintain  a  min.   Implementation  

CSAT  >=8.0*
of  4  resources Competency

Team  with  
Learning  Path  &  
Professional  
ITOM  Bootcamp
Services**

*minimum  of  1  successful  deployment  with  overall  customer  satisfaction  score  >=8.0.    Partners  are  r equired  to  r egister  
deployments  and  must  maintain  the  CSAT  average  in  order  to  r etain  the  Implementation  Competency  for  a  specific  application

**  Partners  that  have  not  completed  the  A ccreditation  should  purchase  the  Delivery  A ssistance  from  Professional  Services

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Delivery  Assistance  Service  -­‐ for  Partners:  Features
Feature  list  below  is  for  the  Service   Mapping   product.

• This service will ensure that we

accelerate the success of our
partner ecosystem to meet
increasing customer demand.
• Features are designed to focus
on those areas that are the
most critical to customer
success.
• Partner only pays for the
services that are consumed on
a time and material basis.

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Delivery  Assistance  Services  – for  Partners:  Project  Plan  
Project  Plan  below   is  a  typical   Service  Mapping   engagement

End  of  Project  

Review  and  
Mapping  and   Next  Steps
Gathering   Pattern  
SOW   Creation  
Credentials  and  
Assistance Assistance
Validation

Service   Mapping  
Pre-­‐Sales Implementation   Planning                                               Final   Project  Review
Implementation

Implementation  
Go  L ive  
Plan  Review
Implementation   Support
Kickoff  Support
Review  of  
Customizations  
for  Best  
Practices

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Call  to  Action

1 Complete  online   Accreditations  and  In-­‐person  Training

2 Register   all  ITOM  Implementations  

3 Accelerate   Partner  success  with   Delivery  Assistance   Service

4 Achieve   all   ITOM   Implementation  Competencies

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Thank  You

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Frequently   Asked  Questions
• What  p aperwork  must  b e  in  place  b efore  the  Partner  is  able  to  p urchase  these  Services?
– The  Partner  must  have  a  subcontracting  agreement  allowing  them  to  purchase  Professional  Services.   Anytime  a  Partner  wishes  
to  use  Professional  Services  to  provide  work  to  them  but  affects  a  Customer  instance  then  the  work  is  classed  as  
subcontracting.
• What  h appens  to  inflight  Partner  engagements?
– Please  contact  your  Partner  Manager, Professional  Services  will  assess  each  inflight  engagement  and  determine  the  level  of  
Professional  Services  needed  to  be  sold.
• My  customer  wants  to  u se  a  p artner  that  isn’t  q ualified,  what  do  I  d o?
– Please  r each  out  to  the  Partner  Manager;  they  will  engage  the  SDM  to  position  the  Delivery  A ssistance  Service  -­‐ for  Partners  
offer.
• How  d o  I  engage  ServiceNow and  schedule  the  SN  resources?
– Once  purchased,  ServiceNow Resource  Managers  will  pair  the  partner  to  an  ITOM  expert.
• Do  I  get  the  same  resource  throughout  the  p roject?  
– Yes,  the  same  r esource  will  be  paired  throughout  the  entire  project;  however,  we  cannot  commit  to  the  same  resource  across  
multiple  customer  engagements.

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Frequently   Asked  Questions
• I  am  a  Partner  on  my  way  to  getting  accredited,  can  I  still  purchase  Delivery  Assistance  Service  – for  Partners  to  d o  
the  implementation?  
– Delivery  A ssistance  Service  -­‐ for  Partners  is  for  those  partners  that  are  accredited.  If  a  partner  is  not  accredited,  than  we  will  
position  a  staff  augmentation  service  where  the  partner  would  subcontract  the  Service  Mapping  portion  to  ServiceNow.
• Do  I  h ave  to  b uy  Delivery  Assistance  Service  – for  Partners?  
– No,  it  is  not  r equired  to  purchase  Delivery  A ssistance  Service  -­‐ for  Partners;  however,  it  is  highly  r ecommended.  This  offer  is  to  
ensure  that  our  customers  have  a  positive  experience,  and  those  partners  that  help  our  customers  achieve  that  will  get  r epeat
business.
• Is  it  available  globally?
– Yes,  it  is  available  globally.
• Where  can  I  go  to  get  accredited?
– Here  is  the  link  to  Saba:
– https://servicenow.sabacloud.com/Saba/Web_spf/NA1PRD0015/common/learningeventdetail/curra000000000002561

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