Expert Services for your ServiceNow ImplementationFaster time to value. Lower risk. Enduring success.

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Successful implementation is more than running a project. It’s about you achieving your unique business goals, accelerating time to value, and lowering risk.

Great business outcomes depend on successful implementation

Whatever your business priorities, ServiceNow Expert Services help you deliver extraordinary business outcomes—faster and with less risk.

Fast-track digital transformation and innovation

Enhance their employee and customer experience

Increase efficiency and lower operational costs

Boost organizational performance and productivity

Scale to support business growth

Our customers tell us they want to

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Why ServiceNow Expert Services?

No one knows ServiceNow better than we doOur experts have an inside perspective on our technology and roadmap, so you get the most out of ServiceNow and futureproof your investment.

Focused on your unique business goalsWe work with you to understand and crystallize your business objectives, and then ensure the Now Platform is being used as designed to deliver the right business outcomes.

An unmatched track record of successWe’ve got experience across 6,000+ customer engagements, giving us deep insights into successful implementation strategies, practices, and processes.

More than 750 proven leading practicesWe have the largest library of ServiceNow leading practices, all developed and proven in countless customer engagements by our seasoned implementation experts.

A complete solution for your implementation needsWe provide step-by-step guidance from initial planning through to final delivery and offer a flexible range of engagement models designed to adapt to your specific implementation requirements.

The right

Plan

The right

Design

The right

Team

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When Capita Group CEO Jonathan Lewis embarked on a mission to transform Capita Software into a company that delighted customers with excellent customer support to match its innovative products, he faced a major challenge—26 service desks.

To transform customer support, Capita Software partnered with ServiceNow to implement ServiceNow® Customer Service Management. The company created a dedicated team of both in-house and ServiceNow experts, and challenged the team to complete the implementation in just 20 weeks.

The team ran 15 best practice workshops to define the strategy and configured 200 user stories before the initial roll-out, sticking to out-of-the box functionality to hit the dates. They completed the implementation in just 17 weeks, beating the target by three weeks.

Today, the platform supports 90,000 customers, and its Net Promoter Score with Capita customers hit a best-in-class high of +52. The success has captured the attention of the whole company, with customer service now considered a competitive differentiator. Read the full story here.

Delivering customer success

In just 17 weeks, Capita Software centralized 26 service desks, 290 agents, and 23 ticketing systems onto a single case management system.

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This Swedish public sector organization provides a range of public services to the regional population, including overseeing the delivery of healthcare and medical treatments to citizens. With more than 50,000 employees, it is one of the largest employers in Sweden–working across hospitals, healthcare centers, and public dental clinics throughout the region.

The organization was already a user of ServiceNow IT Service Management and saw an even greater potential in expanding its use. By upgrading to ITSM Pro, the organization aimed to extend both the functionality of the platform and its own expertise.

The upgrade was planned and delivered alongside ServiceNow Expert Services—on time and within budget. “Working with ServiceNow gave us a single point of contact and meant we were involved directly with the platform experts,” says the Head of Support Center for the organization.

As a result of the upgrade, the organization has now achieved 93% case deflection rates and more than 30% use of self-service for incident resolution.

Delivering customer success

ServiceNow helps one of Sweden’s largest employers reduce resolution times and establish a culture of self-service.

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ServiceNow-led implementation

We work with your team to plan and execute your ServiceNow implementation project. You get a proven solution across all phases of your project, including project and program management, technical and architectural governance, design, build, test, and organizational change management.

ServiceNow Assure

We collaborate with your chosen services partner to infuse ServiceNow expertise into your implementation project. With ServiceNow Assure, your partner gets proven guidance throughout your project lifecycle, including comprehensive reviews at critical touch points.

Now Create

Free access to our library of more than 750 leading practices and prescriptive guidance. With Now Create, you and your implementation partner can follow the same implementation processes and insights our own experts use to deliver outstanding business outcomes faster and with less risk.

Flexible engagement models designed for your implementation needs

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The cornerstone of implementation successThe Now Create methodology distills our proven experience across thousands of ServiceNow customer implementations and underpins all of our Expert Services offerings.

Easily understood and flexibleNow Create empowers any user, no matter what their role or experience, and is designed to work seamlessly with other methodologies.

Focused on business outcomesNow Create leading practices, templates, and other tools are organized into Success Packs, providing a complete framework for achieving a particular business outcome with a ServiceNow product—such as operating IT as a service or modernizing customer service.

Step-by-step implementation guidanceNow Create covers every phase of your implementation project, including initiation, planning, execution, delivery, and closure. It offers guidance, with process steps, and leading practices—providing a proven methodology for implementation success.

Now Create

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ServiceNow Assure

Implementation plan review

Architecture and governance review

Design reviews

Sprint scans and configuration reviews

Infuse our expertise at the right time We complement the experience of your team and service provider, giving guidance at critical points in your implementation to help you drive success. This creates a collaborative engagement model that makes effective use of available expertise.

Structured engagementWe work with you and your partner to assess scope and agree on clear deliverables. These include structured reviews, implementation plan, architecture and governance, design, and configuration reviews, accelerating implementation and reducing risk.

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ServiceNow-led implementation

Value driven and aligned with your business goalsWe focus on delivering the right business outcomes faster and with less risk. We align your implementation with Now Create leading practices, and ensure you’re positioned to benefit from ServiceNow innovations and roadmap.

Trusted technical expertiseOur platform architects are valued partners on your digital transformation journey with ServiceNow. They call on insights they’ve gained in successful ServiceNow projects to help you make the right technical decisions that deliver the business outcomes you want.

Unrivaled executionWith thousands of hours of ServiceNow project experience, our engagement managers provide a rapid path to success. Their experience and leadership skills bring immediate and measurable value to your implementation project.

Create a healthy foundation for growth and innovationWe ensure you’re ready to scale and expand into new solution areas. By evaluating your platform health and aligning your implementation architecture and design with your business goals, we position you for enduring success.

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The success of our implementation was absolutely the direct result of an amazing team and a great relationship with ServiceNow.

Meghan Sander, Finance of America

We collaborate well with each other and make a joint approach to customers. That is where the majority of our success has been over recent years.

Ashish Seth, Infosys

ServiceNow provided critically important resources to help us safeguard the health and well-being of everyone on the NBA and WNBA campuses— and we would not have been successful without them.

Adam Silver, NBA Commissioner

There are so many resources and so much out-of-the-box functionality within ServiceNow—and ServiceNow people are so invested in making sure that we enjoy the very best of what their technology can offer.

Dianne Kokotoff, Wellstar Health System

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Let’s recap

Want to learn more?Successful implementation is more than running a project. It’s about you achieving your unique business goals, accelerating time to value, and lowering risk.

Whatever your business priorities, ServiceNow Expert Services help you deliver extraordinary outcomes—faster and with less risk. With our focus on your business goals, unmatched expertise, proven track record, insider perspective, leading practices, and flexible engagement models, we set you up for enduring success.

Your ServiceNow Services Executive is here for you.

© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. SN-EB-Expert-Services-102021

Implementation Services

ServiceNow Assure

Now Create

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