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Customer Success

Take the right steps at the right time with a proven success plan, aligned to your priorities. Get to value faster with success experts to guide the way.

ServiceNow Customer Success is there throughout your journey.

What you can get with Customer Success Services

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Prescriptive plan

Achieve success quickly with programmatic management of your success plan.

Frequent reviews

Uncover opportunities to optimize the performance of your solution.

Best practices

Avoid common and costly pitfalls with technical and process best practices.

User adoption

Drive faster adoption with change management and training programs for users.

Smooth transitions

Manage upgrades and other major events successfully with proven strategies.

Deep insights

Understand the value and performance you’re getting with your solution.

Choose a success package

Get the right level of engagement, based on your needs

Professional

(8)
Success planning and orchestration
  • Customer success team (designated, remote executive)
  • Success plan (quarterly updates)
  • HealthScan (monthly)
  • Configuration review (annual)
  • Architectural blueprints (annual)
  • Design review (annual)
  • Business alignment workshop (annual)
  • Training discounts
  • Program management
  • Active incident, problem, change, and enhancement management
  • Performance management and recommendations (weekly)
  • Operational reviews
  • Comprehensive platform review (semi-annual)
  • Business value review
  • Upgrade planning and assistance
  • Solution architect
  • Support account manager

Enterprise

(17)
Designated team and enhanced support
  • Customer success team (onsite visits with designated support account manager and solution architect)
  • Success plan (monthly updates)
  • HealthScan (monthly)
  • Configuration review (annual)
  • Architectural blueprints (annual)
  • Design review (annual)
  • Business alignment workshop (annual)
  • Training discounts
  • Program management (weekly)
  • Active incident, problem, change, and enhancement management
  • Performance management and recommendations (weekly)
  • Operational reviews (bi-weekly)
  • Comprehensive platform review (semi-annual)
  • Business value review (semi-annual)
  • Upgrade planning and assistance
  • Solution architect (designated)
  • Support account manager (designated)

Premier

(17)
Dedicated success team
  • Customer success team (dedicated, onsite support account manager and solution architect)
  • Success plan (as needed updates)
  • HealthScan (weekly)
  • Configuration review (semi-annual)
  • Architectural blueprints (annual)
  • Design review (annual)
  • Business alignment workshop (annual)
  • Training discounts
  • Program management (continual)
  • Active incident, problem, change, and enhancement management
  • Performance management and recommendations (weekly)
  • Operational reviews (weekly)
  • Comprehensive platform review (semi-annual)
  • Business value review (quarterly)
  • Upgrade planning and assistance
  • Solution architect (dedicated)
  • Support account manager (dedicated)

Connect with the pros

Get set up with your success team and explore more ways we can help.

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Optimization Services (HealthScan)
Optimize your platform for performance, manageability, upgradability, and more.
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