Caveat: This article is not limited to just SecOps products but rather spans beyond to other product portfolios that operate on the ServiceNow Platform. I am simply publishing here because of my familiarity with SecOps and love for that product suite.
ServiceNow is the premier Application Platform as a Service (APaaS) provider that offers a suite of cloud-based applications designed to help organizations manage a large variety of their enterprise operations, such as IT service management, human resource management, customer service management, risk management, security operations, legal, field services, telecom management, and more. With all those options available, after the application requirements are determined, how do customers implement the right solution in ways that optimize time to value? This is where ServiceNow’s Customer Outcomes (CO) group comes into play, by delivering firm fixed price (FFP) and time & material (T&M) service offerings in the areas of implementation, advisory services, or optimization and remediation services, depending on the requirements of the customer. As you will see, CO offers a lot more than just full implementation services at T&M rates.
Below are some examples of the different CO service offerings.
CO continues to update and add new FFPs and T&M service offerings, so the above list is not comprehensive but is representative of the different service offerings that are in place at the time of this writing. CO is the business unit that supports customers after the decision to partner with ServiceNow for either implementation services or advisory support is made. All members of the CO staff are certified in the platform and software application specialty areas in which they support. CO acts as a force multiplier for driving new business license sales and remediating instance implementations that require performance tuning, upgrades, or re-platforming services. For more details, see the attached white paper.
