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About Epicon and Service Potential

Epicon IT Solutions, an Australian owned company established in 2008 procured Service Potential in 2019 to further enhance the Service Now capability within Epicon. The Service Now expertise of Service Potential, combined with the years of Epicon experience delivering quality Enterprise Management solutions offers an end to end portfolio of Service Now solutions and services to support customers in achieving their business objectives through effective IT operations. Epicon and Service Potential have experience working with many federal and state government customers and large organisations and employ the largest number of dedicated, security cleared and certified ServiceNow consultants in Canberra.

INDUSTRY
Education, Financial, Healthcare, Human Resources (HR), Manufacturing, Public Sector, Telecommunications
NUMBER OF CERTIFIED PROFESSIONALS:

  • Certified Implementation Specialist – Application Portfolio Management: 2
  • Certified Implementation Specialist – Customer Service Management: 3
  • Certified Implementation Specialist – Event Management: 1
  • Certified Implementation Specialist – Human Resources: 4
  • Certified Implementation Specialist – IT Service Management: 7
  • Certified Implementation Specialist – Project Portfolio Management: 4
  • Suite Certification ‑ CSM Professional: 2
  • Suite Certification ‑ HR Enterprise: 3
  • Suite Certification ‑ HR Professional: 4
  • Suite Certification ‑ ITSM Professional: 6
  • ServiceNow Certified Application Developer: 7

CUSTOMER SATISFACTION RATING:

Implementation Partner Customer Satisfaction Score 8.4 out of 10 from 6 Legacy Responses and 5.0 out of 5 from 1 Current Responses CSAT icon

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What is this?

The ServiceNow Services Partner Program requires our implementation partners to register their services engagement projects. Upon project completion, ServiceNow conducts customer surveys on behalf of our partners with our mutual customers to measure success and gather feedback, which we use to continually improve. ServiceNow has modified its customer survey process effective April 1, 2020, by transitioning to a more effective 5‑level Likert scale, from the former 10‑point scale. The display shown as Legacy shows the rolling 365‑day average score of survey results that were based on the former 10‑point scale prior to April 1, 2020 the display shown as Current is based on the new scale.

How is this calculated?

The CSAT scale, based on the 5‑level Likert scale, is converted into numeric values ranging from 1‑to‑5, with 5 being the highest possible score. Each partner’s CSAT rating is equal to a rolling 365‑day average score of customer responses received across all completed engagements.

COUNTRY AND REGION COVERAGE:

ServiceNow Business Territory (Non‑Resale)
Region: APJ
Countries: AU ‑ Australia

For more information, check out the Epicon and Service Potential website or contact thembi@epicon.com.au

// Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch // Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch

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