ServiceNow has emerged as the clear, undisputed market leader in the IT service management (ITSM) space. Recognized as a Leader for eight consecutive years by Gartner’s Magic Quadrant for IT Service Management, ServiceNow currently commands over 40% of the global ITSM market share[i].
Established as the platform-of-platforms, ServiceNow’s capabilities expand beyond their ITSM origins. Yet, it is this robust foundation that makes it easy for organizations to consolidate and streamline the complexities of ITSM that gave way to the platform’s growing dominance of the automation space. After all, its successes in increasing the efficiency of service delivery, automating processes, and making service experiences more satisfying for all users translate well to other organizational processes and operational needs.
What is ServiceNow?
ServiceNow is a flexible, cloud-based platform that offers a vast range of solutions and applications to transform and operate modern businesses and organizations. Created about 20 years ago, the platform gained popularity in its ability to automate, modernize, and improve service delivery of IT Services in a reliable, cost-efficient, secure, and extensible way. The platform’s effectiveness is reflected in its remarkable adoption rate – it now serves over 7,700 enterprise customers globally, including 85% of Fortune 500 companies[ii]. This widespread adoption has driven ServiceNow’s annual revenue of $2,365 million in Q4 2023, marking a steady year-over-year subscription revenue growth of 27%[iii]. The award-winning Now Platform® now provides solutions that decrease costs and improve efficiencies across six categories of organizational functions: technology, customer experience, operations, employee experience, hyper-automation and low code, and finance and supply chain management.
ITSM Benefits
ServiceNow ITSM is a solution designed to optimize IT service delivery through its comprehensive features and alignment with industry standards. Built on Information Technology Infrastructure Library (ITIL) frameworks, it ensures best practices for managing IT services are seamlessly integrated into your operations. Its powerful Configuration Management Database (CMDB) provides a single source of truth, enabling organizations to map and manage their IT infrastructure with precision.
| Employee productivity typically sees a 30% boost, and the time spent on manual processing reduces by 60%. |
It combines many of the ITSM best practices that help organizations to better manage incidents, changes, problems, and service requests. The real-world impact is clear – organizations using ServiceNow consistently report cutting their incident resolution time by three-quarters, while service outages drop by half.
Why Should You Work with a ServiceNow Specialist?
Hiring a ServiceNow expert is essential for organizations aiming to maximize the platform’s benefits, particularly within IT Service Management (ITSM). Taking full advantage of the platform’s powerful capabilities requires specialized knowledge – which can be measured via a mix of ServiceNow certifications and experience. ServiceNow specialists bring in-depth expertise and experience, guiding businesses through the intricacies of ITSM and suggesting tailored approaches for the best results. Many specialists are skilled in using low-code technology within ServiceNow, enabling quicker, more adaptive solutions that meet evolving needs without heavy custom coding. To further help customers qualify the right experts, ServiceNow ranks their partners by tiers and offers Product Line Certification achievements. The platform’s partner program has five levels – Registered, Specialist, Premiere, Elite, and Global Elite – which help contextualize the relationship the implementation or services partner holds with the platform and because achieving a partnership tier requires corporate investment, it speaks to the proficiency, commitment, and capability of the implementor. Product line certifications and other badges further help customers examine the partner’s expertise and alignment with their goals.
With low-code capabilities, ServiceNow experts can streamline planning, designing, developing, and implementing solutions, cutting down deployment times significantly. This not only facilitates smoother transitions but also increases the likelihood of achieving desired outcomes. With the right specialists, companies can adopt modern, agile ITSM solutions that keep them competitive and aligned with market demands.
Top ServiceNow Partners
Choosing the right ServiceNow partner can be a game-changer for your ITSM journey. Putting out a solicitation and hiring the right team is a resource-consuming investment for the federal government – it can be a lengthy and expensive process. Because ITSM sets the customer up for future success, selecting the right partner is critical to the scalability and reliability of the platform.
Below are some of the leading ServiceNow partners known for their expertise and commitment to helping organizations optimize their ITSM implementations.
1. NetImpact Strategies
2. Ernst & Young
3. IBM
4. KPMG
5. Deloitte
6. DXC Technology
7. Capgemini
8. Accenture
9. Wipro
10. Atos
NetImpact Strategies
NetImpact, an Elite Partner, stands at the forefront of ServiceNow implementation, distinguishing itself through a profound understanding of IT service management and a laser-focused commitment to delivering strategic, customized solutions. Unlike conventional service providers, we view each client engagement as a unique digital transformation opportunity, meticulously crafting approaches that align cutting-edge technology with specific business objectives. This is evident by the incredible 4.95 out of 5 customer satisfaction (CSAT) score.
Our team of certified ServiceNow experts – including a team of rare Certified Master Architects and Certified Technical Architects – brings deep industry insights and technical prowess, transforming ServiceNow from a mere platform into a powerful catalyst for organizational efficiency. We go beyond traditional implementation by conducting comprehensive assessments that uncover hidden operational challenges, recommending targeted strategies that drive meaningful business value and operational excellence.
The core of our approach lies in our adaptive, PlatformFirst® methodology. We don’t just implement solutions; we create dynamic ITSM ecosystems that evolve with your business… and we do it quickly and effectively. In addition to the expansive Product Line Achievements, Certifications, and Accreditations, NetImpact’s PlatformFirst® capability fast-tracks the Federal Government’s digital modernization initiatives leveraging the full breadth of the ServiceNow® platform. Our commitment to continuous improvement ensures that organizations remain agile, technologically advanced, and strategically positioned in an increasingly complex digital landscape. By integrating deep technological expertise with strategic business understanding, NetImpact empowers organizations to transform IT service management from a cost center into a strategic innovation engine. In a world where technological adaptability determines competitive advantage, partnering with NetImpact provides more than just a ServiceNow implementation – it offers a roadmap to sustainable digital transformation, operational resilience, and strategic growth.
Ernst & Young (EY)
EY is one of the dominant actors in the ServiceNow market that utilizes its strong background in consulting and IT to provide end-to-end ITSM services. EY’s experience is vast and diverse across various industries, so they always have the best practices and ideas that may suit individual lines of business.
The approach that the firm takes when implementing ServiceNow is driven by the understanding of organizational behavior and the issues that come with adopting new technologies. EY’s Centers of Interest are on the possibilities of improving service delivery and increasing efficiency through ServiceNow. Their dedication towards innovation is well exhibited in their ways of incorporating advanced technologies solutions with ServiceNow technology solutions thus helping organizations compete effectively in today’s world.
EY’s strong record of achieving outcomes is complemented by the organization’s approach to identifying and managing stakeholders and change. Through cross-departmental coordination, EY ensures that all the functions of IT service management are in tune with the business priorities, thus making it efficient.
IBM
As a strategic partner and Global Elite, IBM is one of the most powerful players in the ServiceNow market with technology and consulting skills. In its partnership with ServiceNow, IBM acts as a partner by relying with IT service management skills as well as a comprehensive range of solutions which assist organizations to fully exploit ServiceNow.
The main competence of the firm is the broad portfolio of service offerings, including first and second-stage assessments and full-service implementations. Advanced analytics, automation and cognitive insights are key in how IBM optimizes it operations and delivers services. Their methodology for ServiceNow is not about the tool, but about changing the whole IT service environment to make an organization more flexible.
The company has worked in a number of industries, which in turn gives them vast knowledge and exposure to each project. They are good at solving multifaceted problems, designing strategies and plans that fit individual organizational requirements and offering continuous coaching so that change is maintained. This means that when organizations work with IBM, they can benefit from the latest technology advancements in ITSM as well as the right advice on the right course of action.
KPMG
KPMG is known to be very professional in regard to IT service management hence attracting many organizations who are interested in ServiceNow solutions. KPMG has a specific focus on governance, risk management and compliance and using this structured approach, manages the challenges of ITSM within ServiceNow implementations.
The firm’s consultants engage the client to evaluate their existing ITSM processes to determine areas of strength and areas of improvement. KPMG also focuses on IT service management in relation to organizational goals and objectives where every undertaking serves the overall purpose of the organization.
Not only does KPMG offer technical solutions that fit the clients’ needs, but they also assess the organisations’ preparedness for change. Their broad strategies promote actively involving stakeholders, comprehensive training, and supporting the workforce to embrace change to fit into new systems and procedures. Working with KPMG, organizations can improve their ITSM performance and make important accent on compliance and risks.
Deloitte
Deloitte is a global leader in consulting services, and its partnership with ServiceNow reflects its commitment to digital transformation. Deloitte’s extensive experience across industries allows them to provide customized solutions that address specific business challenges and objectives.
As a ServiceNow partner, Deloitte focuses on delivering advanced ITSM solutions that streamline operations and enhance service delivery. Their approach integrates industry best practices with innovative technologies, ensuring that clients receive cutting-edge solutions designed to their specific needs.
Deloitte’s team of experts collaborates closely with organizations throughout the implementation process, offering guidance on everything from process optimization to change management. Their commitment to excellence is evident in their rigorous project management methodologies and their focus on delivering measurable results. By partnering with Deloitte, organizations can transform their IT service management practices and drive significant improvements in efficiency and effectiveness.
DXC Technology
DXC Technology combines its extensive IT expertise with ServiceNow’s capabilities to deliver end-to-end ITSM solutions that meet the evolving needs of modern organizations. As a trusted ServiceNow partner, DXC is committed to helping clients navigate their digital transformation journeys.
The firm’s approach to ServiceNow implementations is characterized by a strong focus on innovation and customer satisfaction. DXC’s team of specialists works closely with clients to understand their unique challenges and develop customized solutions that enhance service delivery and operational efficiency.
DXC Technology’s extensive portfolio includes advanced analytics, automation, and AI-driven insights, enabling organizations to streamline their ITSM processes and achieve better outcomes. Their commitment to delivering measurable results is reflected in their strong track record of successful implementations across various industries. By partnering with DXC Technology, organizations gain access to a wealth of resources and expertise that can drive significant improvements in their IT service management practices.
Capgemini
Capgemini is well-regarded for its customer-centric approach to IT service management. As a leading ServiceNow partner, Capgemini combines its deep understanding of business processes with technical expertise to deliver innovative solutions that optimize ITSM implementations.
The firm’s team of experts works collaboratively with clients to assess their current ITSM practices and identify areas for improvement. Capgemini’s approach is focused on aligning IT service management with business objectives, ensuring that every initiative contributes to overall organizational goals.
Capgemini also emphasizes the importance of change management and user adoption, providing training and support to ensure that all stakeholders are prepared for new processes and tools. Their comprehensive approach enables organizations to maximize the value of their ServiceNow investments and drive continuous improvement in service delivery.
Accenture
ServiceNow solutions provided by Accenture are based on the company’s rich experience in consulting and technology. Client satisfaction is satisfied because the firm pays attention to digital transformation, thus being able to deliver innovative solutions.
This approach is best illustrated in Accenture’s way of engaging with clients to deliver ServiceNow solutions while emphasizing on innovation. With these expert personnel, they assist organizations in the formulation of strategies that will help solve organizational problems and, in the process, achieve set objectives.
As a global company with a broad understanding of how industries operate, Accenture has the needed experience to address ServiceNow’s more intricate implementations across a range of industries. This passion is evident in their proper project management procedures and their client’s long-term benefits orientation. Organizations should engage Accenture to improve their ITSM practices and get considerable optimizations of service delivery and quality.
Wipro
Wipro’s expertise in IT service management makes it a valuable ServiceNow partner for organizations seeking to enhance their ITSM capabilities. With a strong focus on delivering tailored solutions, Wipro collaborates closely with clients to understand their unique challenges and develop strategies that drive operational efficiency.
Wipro’s approach to ServiceNow implementation encompasses a comprehensive range of services, including process optimization, change management, and ongoing support. Their team of specialists works diligently to ensure that organizations not only implement ServiceNow effectively but also derive maximum value from their investment.
With a proven track record of successful implementations across various industries, Wipro is committed to helping organizations navigate their ITSM journeys and achieve their business objectives.
Atos
Atos is recognized for its robust ITSM solutions and commitment to delivering value through ServiceNow. As a trusted ServiceNow partner, Atos focuses on helping organizations enhance their service delivery and optimize their IT service management processes.
Atos employs a comprehensive approach to ServiceNow implementations, emphasizing the importance of aligning ITSM practices with business goals. Their team of experts collaborates closely with clients to assess their current processes, identify opportunities for improvement, and develop customized solutions that meet their unique needs.
The firm’s commitment to innovation is reflected in its ability to integrate cutting-edge technologies with ServiceNow solutions, enabling organizations to stay ahead of the curve in an increasingly competitive landscape. By partnering with Atos, organizations can enhance their ITSM capabilities and drive significant improvements in service delivery.
How to Choose the Right ServiceNow Partner
Selecting the right ServiceNow partner involves careful consideration of several factors. Organizations should evaluate the partner’s experience with ServiceNow implementations, industry expertise, and track record of success. Additionally, understanding the partner’s approach to project management and support is crucial.
1. Define Your Requirements
Before beginning your search, clearly outline your organization’s specific needs and objectives. This includes:
- Identifying your current ITSM pain points
- Determining which ServiceNow modules you need
- Understanding your desired timeline for implementation
- Establishing your internal resource availability
- Defining your long-term ITSM goals
A clear understanding of your requirements will help you identify partners who can best meet your specific needs.
2. Conduct Due Diligence
Research potential partners thoroughly by:
- Verifying their ServiceNow partnership level and certifications
- Examining their years of experience in ServiceNow implementations
- CSAT
- Reviewing their industry-specific expertise
- Investigating their implementation methodology
According to ServiceNow’s partner program statistics, certified partners with Elite or Premier status typically have more extensive experience and resources at their disposal.
3. Evaluate Proposal Response
When reviewing proposal responses, focus on:
- Innovation and technical capabilities to meet project scope
- Implementation timeline and milestones
- Resource allocation and team composition
- Risk management strategies
- Training and knowledge transfer plans
- Support and maintenance services
Look for responses that demonstrate a clear understanding of your business objectives and provide specific solutions rather than generic approaches.
4. Schedule Demos and Interviews
Seeing is believing. Request comprehensive demonstrations of:
- Previous implementations similar to your requirements
- Specific solutions for your industry
- Custom developments and integrations
- Reporting and analytics capabilities
- User interface customizations
For a detailed demonstration of how ServiceNow can be tailored to your specific needs, contact demo@netimpactstrategies.com to schedule a personalized demo. This allows you to see firsthand how the platform can address your unique challenges.
