Getting the most value from the Now Platform is more of an art than a science - and in this post we want to explain how this artform can work for you with Now Value and ServiceNow Assure.
Successful transformation requires more than a strategy, it requires a winning team to bring that strategy to fruition.
We want to help our customers understand how ServiceNow’s Expert Services organization and service providers work together to drive your implementation success. This is key to working in collaboration with ServiceNow and your preferred implementation service provider to achieve a successful and rapid implementation of ServiceNow solutions. Working together in a collaborative nature really increases everyone’s productivity and efficiency within a project which will in turn accelerate the implementation timeline.
In the Customer Outcomes part of our business, which owns our implementation services expertise, the phrase “co-delivery” has come to define our complete approach to implementation. It keeps us focused on ensuring we and our partners join up the right expertise at the right time to tailor our customers’ projects to their objectives.
When we think about successful implementations, there are three success factors consistent with every project: the right plan, a proper design and the right team - these three key components are fundamental in making sure you have what's needed to drive to a successful implementation.
What is Now Value?
We created Now Value as a proven methodology to realize success with ServiceNow by bringing together the right vision and execution to achieve exceptional outcomes for our customers. Now Value ensures we harness the correct expertise across enterprise functions, industries and our partner ecosystem for your project.
At the outset of this process - the “Envision Stage’ - we think through the collective best practice of our historical customer implementations experience to help set your project’s guiding principles so we can make the right decisions about how we engage with you. In order to direct our strategy, we ask questions like ‘what are the critical success factors for your implementation?’ or ‘what challenges must you overcome to accelerate value?’ Then we ask ourselves ‘how do we best build an implementation plan to assure it delivers desired business value?’ and ‘how do we properly set up our instance to avoid technical debt downstream and assure a platform for success?’ This analysis helps infuse the right ServiceNow product expertise into any implementation, regardless of the delivery model.
The following chart shows how we use this Now Value Methodology to plan the best go-to-market or delivery options with our service providers that are most suitable to engage each new project:
- Starting on the left is ServiceNow-led - this is for accounts that require a more intimate relationship, and also for newer products where our partners may not have yet built up the competency around a new technology.
- On the right is Partner-led where the partner owns and leads the implementation from start to finish - most suitable for commercial operations and simple, off-the-shelf deployments.
- Finally in the middle there’s the sweet spot for larger enterprise accounts working with partners but infusing ServiceNow best practice. This is really what we're considering our co-delivery set of offerings and ServiceNow Assure is our branded version of that (more on that later).
The organization profile, project profile and relationship we and/or the partner have with you are the main factors determining how an engagement is delivered.
To make sure that we're driving the right outcomes for your projects the implementation team must be equipped with the right level of expertise, internally and externally, to get from point A to point B. Considering a ‘ServiceNow-led’ engagement, the majority of these customers for us are those larger organizations with a preference for working with the vendor, who have a unique technology footprint or a complex or historical relationship already in place with us. Then, on the right side of the chart are those less complex organizations, or maybe green-field sites, using our more traditional software products who have very effective working relationships with our partners and so are ‘Partner-led’.
But even within that Partner-led model, Now Value ensures you gain a trusted advisor within ServiceNow to guarantee long term implementation success. The benefit is that partners have direct access to us, as well as our innovation roadmap.
The middle of the chart is where we start to blend options. Customers may have existing relationships with partners but are using new ServiceNow products or have a strong foundational relationship with ServiceNow but also a long-term relationship with partners. Those are good opportunities for both organizations to work with a customer, and so Servicenow Assure is the model by which we make that work for everyone involved.
With ServiceNow Assure and the deliverables that are tied to it, our aim is to create a healthier ecosystem that makes sure that no matter who you're working with, those delivery services are bringing the right level of best practice and the strongest expertise available in order to drive proper process into your organization.
Naturally this is all about quality control. Our ecosystem is growing at an exponential rate right now - which is of course a validation of the value we’re bringing to market. While adoption of the Now Platform is doing magical things for our customers, we have to make sure that we are making the right services available to you for a rapid and maximum return on investment.
Regardless of what you choose, our Now Value methodology works for all of those choices. Within the Now Value methodology, our goal is to drive those practices that help you build and deliver successful outcomes. In the ‘Create’ stage, we help you get to value faster with our prescriptive methodology and leading practices. In the ‘Validate’ stage, we measure achievements based on what we committed to during the project definition - or ‘Envision’ - stage; then we champion those achievements throughout our user community and bleed the results in the collective best practice experience base.
The most important maxim here, and what continues to drive all our decisions about customer-engagement models, is: it has to be what fits best for your organization.
Work with your ServiceNow team to learn more about Now Value or ServiceNow Assure.
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