Choosing an implementation model for your ServiceNow deployment

britta · ‎12-06-2023

Choosing an implementation model for ServiceNow

Now that the paperwork is signed, you need to choose how to implement -- with ServiceNow Expert Services? a Partner? or both? Learn more about each option here.

General Info — Please read this section first!
Choose an implementation model
Implementation scenarios

General info

We suggest that you read these articles first to get a basic understanding of what the implementation entails before moving on to reading about the models.

Selecting an implementation model

Additionally, there are four main implementation models for ServiceNow. Let's take a quick look at each one and the associated resources.

Self-Implement	Expert Services led	Partner led	ES + Partner
Description
You implement by yourself using your own resources.	You engage our Expert Services team who has delivered more than 8,500 projects across all products, locations, and industries.	You select one of our certified partners with expertise that matches your needs.	You choose to work with a partner and our Expert Services team.
Why use this model?
You prefer this model as you normally implement new products on your own, or you don't have the budget to engage a partner.	You want to have a direct line to the “mothership” for product knowledge and the experience of the ServiceNow team who only implements ServiceNow.	You would like to have a partner assist with their expertise and/or resources, or you have a partner with whom you already contract and whom has the right skills.	You want the best of both worlds—a certified partner to help you implement AND the direct line to a ServiceNow team for their product and implementation expertise.
What does this model look like?
If you are self-implementing, we recommend reviewing leading practices content on ServiceNow Create and the Customer Success Center, studying Product Docs, and attending Live on ServiceNow webinars and 360 meet ups.	ServiceNow Expert Services is responsible and accountable for managing the implementation project end–to end for the customer. You can accelerate specific results with our catalog of packaged services.	You work directly with the partner to implement the ServiceNow solution end-to-end. The partner can leverage the ServiceNow Create methodology, leading practices, and tools that provide step-by-step implementation guidance. If you don’t already have a partner, consult our partner finder.	In the Co-Delivery model, the partner leads the implementation while ServiceNow provides prescriptive guidance and support at key points in the project.
Who is on the team?
Your team will include a project manager, technical resources, and business process owners.	The ServiceNow team will include three to five resources: engagement manager, technical consultant, business process consultant, and optionally, a solution architect and practice director. Watch this short video to learn more. Read more about Expert Services roles below: Business process consultant Technical consultant Engagement manager Solution architect	The partner team will include a mix of technical, project, and program resources. Your team will include a project manager, technical resources, and business process owners.	The partner team will include a mix of technical, project, and program resources. The ServiceNow team will include an engagement manager, technical consultant, and a business process consultant. Your team will include a project manager, technical resources, and business process owners.

Implementation scenarios

Now that you have reviewed the implementation models, you might still be asking which one is right for you. In this chart, you can see where a model may be a fit within specific scenarios. This is meant to be a guide—not prescriptive. You still need to determine what variables are specific to your situation that will inform your choice of a model. However, if a scenario is not indicated for a specific model, it is not recommended.

Scenario	Self	Expert Services	Partner	ES + Partner
Implementing multiple products		x	x	x
Implementing in multiple geos		x	x	x
Implementing company-wide at a large organization		x	x	x
Implementing company-wide at a small organization	x	x	x
Working with a partner already who has the right skills.			x	x
Adding products to an existing ServiceNow implementation	x	x	x	x
Net new ServiceNow implementation of any kind		x	x	x

BhakiagJunfik · ‎12-08-2023

Selecting the right implementation model for Service Now is a critical decision that directly impacts the success of your organization's service management initiatives. There are two primary implementation models to consider: the out-of-the-box (OOTB) approach and the custom implementation approach.