ICEFLO Limited

Runbook Management offers powerful capabilities to address the challenges faced by our Customers, particularly in the Operational Resilience space.

About ICEFLO Limited

About Us Founded in 2019, we are an independent software vendor based in Scotland. Our heritage as an IT Consultancy company gives us significant domain expertise in the field of planning and delivering complex, large-scale technology cutovers and recoveries. As a ServiceNow Build partner, we co-create with ServiceNow to bring powerful capabilities to address the challenges faced by our Customers, particularly in the Operational Resilience space. Runbook Management is our solution, available as a native Now app from the ServiceNow Store. Our Purpose: To help Customers build and execute modern digital runbooks, transforming their overall experience and delivering better business outcomes. Our Vision Customers will use our RBM solution to: 1. Deliver more planned change, with greater confidence and lower risk 2. Recover failed business services, more reliably and more quickly 3. Enhance their BC/DR capability, achieving better resilience postures

Public Sector Designations

US Federal Socio-Economic Status

Certified Small Business

Country and Region Coverage

Partner Locations

  • EMEA

    United Kingdom


Melrose, Scottish Borders, The, United Kingdom

  • Build Platform
ServiceNow Store

Store Application(s)

A partner who has co-delivered 3 engagements with ServiceNow within the last 12-month period.

What is this?

The ServiceNow Services Partner Program requires our implementation partners to register their services engagement projects. Upon project completion, our implementation partners submit customer information which ServiceNow uses to conduct a customer satisfaction (CSAT) survey on behalf of the partner to measure success and gather feedback, which we use to continually improve. CSAT ratings may not reflect input from all customers of each partner.

How is this calculated?

The CSAT score, based on the 5-level Likert scale, is converted into numeric values ranging from 1-to-5, which 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 completed engagement.

ServiceNow partnership with designated partner practices:

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Service Provider​: Partners managing and operating ServiceNow instances on behalf of end clients

Build: Partners building and distributing applications and integrations for the ServiceNow Platform

Registered: Partners who meet entry-level requirements and commit to meeting Specialist segment requirements within two years

Specialist​: Partners with a fast-developing NOW practice that exhibits some capability and success measures

Premier: Partners with a fully developed NOW practice that exhibits multiple capabilities and success measures

Elite​: Partners with a very mature NOW practice that exhibits high capabilities across product lines in one or more regions

Global Elite​: Partners with transformational practices who exhibit the highest level of NOW success measures across multiple product and regions

ServiceNow validated Product Line Achievement (Skills, Deployments, and demonstrated customer experience)