ServiceNow

Partner Program
Consulting & Implementation
Program Module Guide
May 2024

CONFIDENTIAL
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of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
01
Consulting & Implementation
Partner Program Overview
This ServiceNow Consulting & Implementation Partner ServiceNow does not provide any warranties regarding
Program Module Guide (“Module Guide”) sets this Module Guide or the information contained herein
forth the benefits and unique characteristics for a and specifically disclaims any liability for damages,
Participant (“Participant”) in the ServiceNow Consulting including, without limitation, direct, indirect, consequential,
& Implementation Partner Program (“Consulting & incidental and special damages incurred in connection
Implementation Module”). All Consulting & Implementation with reliance on this Module Guide. Participant represents
Module rights and benefits are subject to compliance with and warrants that it has obtained the customers advanced
the Partner Program (“Program”) Guide in its most current written consent prior to sharing any customer data with
version (available for review here). ServiceNow may update ServiceNow. Capitalized terms not defined herein are as
this Module Guide and the Program Guide from time to defined in the ServiceNow Partner Agreement.
time via its Partner Portal and it is incumbent upon each To be appointed to the Consulting & Implementation
Participant, as a condition of participation in the Program Module, each legal entity must apply to participate in the
and the Consulting & Implementation Module, to be aware Consulting & Implementation Module, satisfy the Consulting
of any and all changes hereto. Minor corrections to address & Implementation Module membership requirements,
typographical, grammatical, or other similar mistakes in a execute a separate agreement with ServiceNow, and
Guide do not require the publication of a new Guide or receive a welcome email issued by ServiceNow, specifically
Module Guide, and in such cases ServiceNow will publish a indicating that the applying entity is now appointed to
clearly identified Errata Addendum (“Errata Addendum”) to the Consulting & Implementation Module. An affiliate,
the Guide or Module Guide via its Partner Portal to address subsidiary, or acquired company cannot avail itself of the
such mistakes. rights provided under a parent or affiliated entity’s Partner
ServiceNow reserves the right to administer and modify the Agreement without the written consent of ServiceNow,
Consulting & Implementation Module referenced herein though in certain cases ServiceNow may permit affiliates
at its discretion or restrict/deny participation and benefits to aggregate certain information for the purposes of
based on the published Program and/or Consulting & measuring minimum requirements for participation in
Implementation Module rules. Updates to this Module Guide, a Module. In the case of acquisitions, mergers or other
excluding issuance of an Errata Addendum, will be delivered business combinations, the membership of the surviving
to the administrator email addresses provided by each entity and the operating status of the acquired or merged
Participant and posted to the ServiceNow Partner Portal. entity, as applicable, will determine the membership
Errata addendum will be published without notice and applicable to the newly formed entity. The participating
posted alongside the Module Guide in the Partner Portal. entity must disclose planned changes to corporate
structure in advance to allow ServiceNow the opportunity
The terms of this Module Guide are subject to the terms of
to approve or reject, as appropriate, the effect of such
the ServiceNow Partner Agreement (between ServiceNow
changes on participation in a Partner Program.
and each Participant) that references this Module Guide.

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of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
02
 OUR PARTNER
PHILOSOPHY
As Partners, we’ll create value for our shared customers.

We’ll make them smarter.

And help them work faster.

MORE CONNECTED

MORE INNOVATIVE

MORE AGILE

And we’ll strive to enable you to deliver the one thing

our shared customers’ desire.

EXPONENTIAL VALUE

Together, our work won’t just be transactional, but truly transformative.

Together, we make the world work better for everyone.

Every business has companies they love working with.

When you work with ServiceNow, you have a Partner who loves you back.

TOGETHER, WE MAKE THE WORLD WORK

The world works with ServiceNow.

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of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
 ServiceNow Consulting & Implementation Partner Program 1
Table of Contents
Program-Wide Benefits 2

Consulting & Implementation Program-Specific Benefits 3

Benefits for Sales and Marketing 4

Benefits to Build your Partnership 5

Benefits to Build a ServiceNow Practice 6

Consulting & Implementation Program-Specific Requirements 7

Program Membership Fees 15

© 2024 ServiceNow, Inc. All rights reserved. CONFIDENTIAL. 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 and product names may be trademarks of the respective companies with which they are associated.
ServiceNow Consulting &
Implementation Partner Program
The Consulting & Implementation (C&I) Module enables In addition to the C&I Partner Program Module, the broader
Partners to showcase their capabilities with validated ServiceNow Partner Program can also help our Partners
designations and specializations. create differentiation in the market and discover individual
paths to success.
Participants in the C&I Module deliver implementations for
the Now® Platform, including consulting, transformation, Depending on the Partner’s practice, they can join
deployment, adoption, and ongoing operational support. one Program or take advantage of all four with new
Where a Customer purchases access to the Now® Platform opportunities to expand. It’s up to each individual Partner.
from an authorized third-party hosting provider in that General Program questions or additional information can
provider’s environment, Participants in the C&I Module who be obtained by submitting an inquiry in the ServiceNow
have requisite certifications from that third-party hosting Partner Portal.
provider may also deliver implementations and register
Deployments as part of the C&I Module.

For more information, please refer to the ServiceNow C&I

Partner Program page on the Partner Success Center.

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of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
1
Program-
Wide
Benefits
This Consulting & Implementation
Program Module Guide sets forth the
benefits specific to the Consulting &
Implementation (C&I) Module, such as
demonstration instances, the Partner
Development Fund (PDF), and more.

For details of the

benefits available to all
Program Participants,
please review the
ServiceNow Partner
Program Guide.

© 2024 ServiceNow, Inc. All rights reserved. CONFIDENTIAL.

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 and product names may
be trademarks of the respective companies with which they 2
are associated.
Consulting & Implementation
Program-Specific Benefits
Participants in the C&I Module will have the additional following benefits available based on Program participation and
Program Segment. Note – benefit availability may vary based on region.

Consulting & Implementation Benefits-at-a-Glance

Benefit Registered Specialist Premier Elite

Consulting & Implementation Benefits

Benefits for Sales and Marketing

NEW Eligible for Specialization Recognition   

Eligible for Product Line Achievement (PLA)

  
Recognition

Eligible to Participate in Prospecting Day   

Eligible to Participate in the Delivery Success

  
Group
Benefits to Build Partnership

Access to ServiceNow Resources   

Benefits to Build a ServiceNow Practice

Eligible to Execute an Enterprise Training

  
Agreement

NEW Access to the Delivery Incentive Program

   
(DSIP) – effective April 1, 2024

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of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
3
Benefits for Sales and Marketing
Eligible for Specialization Recognition Eligible to participate in Prospecting Day
NEW
(effective May 1, 2024, visible on Based on regional eligibility by Segment, Participants have
dashboards May 17, 2024) the ability to engage in ServiceNow-sponsored Prospecting
Day activities. Prospecting Day is a key driver of pipeline
C&I Module Participants are eligible to pursue capstone
generation and can help partners land new business and
recognition that combines sales expertise with product
close net new logos. See here for additional information on
expertise to drive holistic customer solutions and
Prospecting Day engagement.
quality customer outcomes. Specialization exists to
help Participants differentiate, unlock new revenue
Eligible for Participation in
opportunities and further grow through achievement and
the Delivery Success Group
recognition.
In certain situations, ServiceNow needs Partners to assist
Specialization recognition is determined by assessing the ServiceNow Expert Services in challenging customer
following: projects. The Delivery Success Group has been created to
• Sales expertise: Sales accreditations and wins identify and reward partners who can provide the required
technical, industry-domain thought leadership and strong
• Product expertise: Deployment success
project and customer management skills.
• Customer showcase: Demonstrated customer success
Due to the nature of these projects, there will be complex
• Offerings: Future pipeline for Built With ServiceNow and fluctuating demand. This will mean that only a small
Offerings number of specifically qualified Partners may be needed
Learn more about the Specialization Program and at any time. Participation is a one (1) -year commitment.
Recognition benefits and requirements here. For a better understanding of the needs, expectations,
process, and benefits, please refer to the FAQ found here.
Eligible for Product Line Achievement (PLA) Benefits for Delivery Success Partners
Recognition Benefits include, but are not limited to:
C&I Module Participants can elevate their standing
• Pre-Approved Rate Card
and showcase their expertise through the growth and
accumulation of Product Line Achievements (PLA). The • Enhanced Partner Finder recognition
PLA highlights a Partner’s capability for a specific product, • New Product Introduction training
originally modeled on the everyday real-life concept of
• CSAT protection
finding experts.
• Advisory board participation.
PLA core elements cross three attributes:
Benefits, eligibility, and group participation requirements
• Skills: Measures your credentials specific to product line
may vary and are subject to change at ServiceNow’s
deployments
discretion. For a more expansive definition and
• Experience: Measures qualified experience specific to understanding of participation in this highly specialized
product line deployments group of Partners, please consult the FAQ found here.
• Success: Measures the customer success specific to the
product line

Learn more about the PLA Program and Recognition

benefits and requirements here.

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of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
4
Benefits to Build your Partnership
Access to ServiceNow Resources – Tailored for Consulting & Implementation
As Partner Segment status increases, access to key resources grows including, but not limited to:

• Partner Managers

• Solution Consultants

• Other specialist resources and expertise

The ratio of ServiceNow resources to Partner increases from one-to-many to one-to-few as Partners progress toward Elite
Segment status. This is in conjunction with access to the ServiceNow Resources Benefit outlined in the Service Now Partner
Program Guide.

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of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
5
Benefits to Build a
ServiceNow Practice
Eligible to Execute an Access to the Deployment
NEW
Enterprise Training Agreement Success Incentive Program (DSIP) –
C&I Module Participants who attain Specialist, Premier or effective April 1, 2024
Elite Segmentation are eligible to engage in an Enterprise The ServiceNow Deployment Success Incentive Program
Training Agreement (ETA). An ETA allows Participants to (DSIP) was established to incentivize Partners who
purchase access to Instructor-led and on-demand training prioritize customer success and successfully provide
in bulk, enabling large contingents of ServiceNow practice quality deployments. The Program is intended to motivate
Participants and increasing the count and capabilities of Consulting & Implementation Program Participants to
resources. This subscription-based product allows partners register their deployments and invest in skilled Customer
to buy training and use it globally. ETA combines training, & Industry Workflow resources. Participants who meet the
certifications, etc., in one offering. ETA is aligned with the DSIP Program criteria will be eligible for Credit Reinvest
Partner’s revenue growth path and uses entitlement to Program (CRP) rewards to help enhance and expand
simplify access to global training for Partners. their ServiceNow practice. Refer to the Program Guide
which summarizes the Program, requirements, policies, and
available benefits.

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of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
6
Consulting & Implementation
Program-Specific Requirements
Participants within the C&I Module achieve Program Segment status by meeting the requirements outlined below, maintaining
an active membership, being up to date with certifications on current ServiceNow releases and membership fees.

The table below identifies C&I Module requirements at each Segment level. Except for year-o-year (YoY) metrics, each
Capability and Customer Success criteria below are assessed via a look back at the prior 12 completed months. These
requirements are designed to maximize the effectiveness of our C&I Partners and to ensure that customer expectations are
met and value realization is maximized.

Requirement Specialist Premier Elite

10 Core 30 Core 50 Core
Platform Resources3,4 Platform Resources3,4 Platform Resources3,4
3 Resources 12 Resources 24 Resources
Certified w/ 1 or more Pre-Sales Certified w/ 1 or more Pre-Sales Certified w/ 1 or more Pre-Sales
Accreditations3,4 Accreditations3,4 Accreditations3,4
3 Resources with 15 Resources with 25 Resources with
Competencies CIS-X (across 2 product lines) CIS-X across 2 product lines CIS-X (across 2 product lines)
or CIS in 1 or more Product or CIS in 1 or more Product or CIS in 1 or more Product
Lines and 1 or more delivery Lines and 1 or more delivery Lines and 1 or more delivery
accreditations3,4 accreditations3,4 accreditations3,4

10 Resources with three 30 Resources with three 50 Resources with three

or more Micro-certifications3,4 or more Micro-certifications3,4 or more Micro-certifications3,4
Two approved Deal Five approved Deal 10 approved
Registrations3,4 Registrations3,4 Deal Registrations3,4
Deployments in two Deployments in three Deployments in four
or more product lines or more product lines or more product lines

Capabilities >=$1M Impacted NNACV3,4 >= $2.5M Impacted NNACV3,4 >= $5M Impacted NNACV3,4
or >=$0.2M Sourced NNACV4 or >= $0.5M Sourced NNACV4 or >= $1M Sourced NNACV4

20% YoY Growth in Completed 20% YoY Growth in Completed 20% YoY Growth in Completed
Deployments1,2 Deployments1,2 Deployments1,2
or 10 Completed Deployments 1,2
or 20 Completed Deployments 1,2
or 40 Completed Deployments1,2

One Approved C&I Three Approved C&I Five Approved C&I

Customer Success Story Customer Success Stories Customer Success Stories

Average CSAT of 4.2 or higher1,2 Average CSAT of 4.2 or higher1,2 Average CSAT of 4.2 or higher1,2
Customer Success
70% of Deployed Applications 70% of Deployed Applications 70% of Deployed Applications
with Credentialed Lead with Credentialed Lead with Credentialed Lead
Application Consultant1 Application Consultant1 Application Consultant1
1
Denotes criteria that contribute to 3Cs requirements when subcontracting to other ServiceNow Partners per subcontractor recognition, as defined below.
2
Denotes criteria that contribute to 3Cs requirements when subcontracting to ServiceNow per subcontractor recognition as defined below.
3
Denotes criteria that are satisfied at twice the rate for Participants who meet the defined criteria of at least 50% of impacted NNACV or deployments with Public Sector End Customers.
4
Denotes criteria that are satisfied at twice the rate for Participants who meet the defined criteria of at least 50% of impacted NNACV conducted in countries outlined in the Weighted
Market Recognition Policy

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7
Segment transition and For example, with $1M Impacted NNACV being the target
in the Specialist Segment, a Participant who achieves
offboarding policy
$0.5M Impacted NNACV from a country not included in the
Existing Consulting & Implementation Partners above list would fulfill the Impacted NNACV requirements
Existing C&I partners who auto-enrolled on March 6, 2023 ($0.5M x 2 = $1M). In addition, eligible Competency criteria
(any segment), with $0 Impacted net-new annual contract will also be recognized at twice the rate for all resources.
value (NNACV) AND/OR 0 completed deployments at the For example, with five (5) CIS resources being the target for
end of the transition period, December 31, 2024, will be the Specialist Segment, a Participant who meets the above
offboarded. criteria for the achievement multiplier would fulfill Specialist
Segment requirements with just three (3) CIS resources.
New Enrollments & Registered Segment Participants Note: If a Participant is eligible for both Weighted Market
(ongoing, post-March 6, 2023) and Public Sector multiplier, whichever is higher will
As indicated in the Partner Program guide, Registered apply.
Segment Participants must transition to a more mature
Segment within 24 months of onboarding to remain Public Sector Recognition Policy
in the Program. To recognize the unique nature and regulations of doing
Registered Consulting & Implementation Program business in the public sector, we have incorporated an
participants are expected to have $250,000 or more in achievement multiplier for partners that do a majority of
Impacted NNACV (or Sourced ACV of $100,000) within Consulting and Implementation business with Public Sector
the first year of joining the program. Participants are End Customers.
also expected to begin their investment in ServiceNow All requirements denoted with the superscript (3) above
skills and certifications, i.e. core platform resources, CIS, indicate criteria that are satisfied at twice the rate for
delivery accreditations, micro-certifications, and pre-sales Participants who meet the following defined criteria of at
accreditation. In addition, new C&I participants will need to least 50% of Impacted NNACV or Deployments within the
build Customer Success practices that will enable them to past 12 months is closed with Public Sector End customers
deploy across multiple product lines as defined in the more (as defined in the ServiceNow Partner Program Guide).
mature Segments. It is recommended that new participants
Eligible Capability criteria will be recognized at twice
leverage the ServiceNow Partner Program Dashboard to
the rate for Closed (“won”) public sector opportunities
monitor their criteria attainment and segment progress.
only. For example, if $1M Impacted NNACV is required
for the Specialist Segment, and a Participant has $0.5M
Weighted Market Recognition Policy
Impacted NNACV in the public sector and $500K in the
Partners conducting fifty percent (50%) or more of their
non-public sector, it would fulfill Specialist Impacted NNACV
Consulting and Implementation Program business outside of
requirements ($0.5M x 2 = $1M + $500K). In addition, eligible
these named countries:
Competency criteria will be recognized at twice the
• United States • Netherlands rate for all resources. For example, if five (5) accredited
• United Kingdom • Australia sales resources are required for the Specialist Segment,
a Participant who meets the above criteria would fulfill
• Germany
Specialist Segment requirements with three (3) accredited
will receive enhanced recognition through an achievement sales resources.
multiplier.
Note: If a Participant is eligible for both Weighted Market
All requirements denoted with the superscript number (4) and Public Sector multiplier, whichever is higher will
above indicate criteria that are satisfied at twice the rate apply.
for participants who meet the criteria of at least fifty percent
(50%) of Impacted NNACV within the past twelve (12)
months attained in countries other than those listed above.

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8
Competency Certified Implementation Specialist Certifications (CIS)
Certified Resource Expectations Students who have attained the CIS certification have
The requirements to have unique resources certified demonstrated mastery of ServiceNow implementation.
apply to all Program Modules. Customer success and These CIS certifications are aligned with the product line
overall partnership success are contingent on highly skilled level, and requirements and expectations will vary based
resources performing across a variety of roles from presales on the Partner’s GTM model and focus.
to deployment. The C&I Module requires a specified number of unique
ServiceNow may revise Certified Resource requirements as individuals who are certified (refer to 3Cs program
our products evolve and requisite skills change. requirements in the table above) with CIS across two (2) or
more Product Lines OR CIS in one (1) or more Product Lines
Certification retention considerations:
AND one (1) or more delivery accreditation(s). Refer to the
• Current and at-risk skill status will count toward the CIS to Product Lines mapping here.
certification attainment.
See here for more details.
• Certification skill status is assessed monthly on the last day
Delivery Accreditations
of the month.
Delivery accreditations prove messaging or technical
Pre-Sales Accreditations knowledge and skills, utilizing ServiceNow Platform
To achieve a Pre-Sales accreditation, ServiceNow requires strategies, features, and products. It recognizes adherence
the completion of prerequisite courses that always precede to learning objectives and is how the learner demonstrates
the Pre-Sales product/solution specializations and new skill knowledge, specific to industry delivery roles.
release materials in each learning path. In Now Learning,
See here for more details.
the prerequisites will appear as the first course offerings in
each listed path. These required modules provide valuable Micro-Certifications
and needed information on ServiceNow, our Programs, As organizations scale and use ServiceNow in more ways
our corporate strategy, how to position ServiceNow, and than ever before, getting Micro-Certifications in specialized
much more. As required, the student must first complete areas can help Partners validate and gain confidence in
the aforementioned prerequisite courses at least once to unique skills and product areas.
eventually earn the specific accreditation. Each Pre-Sales The C&I Module requires a specified number of unique
path has the same group of courses. It is important to note individuals certified (refer to C&I Module requirements in
that the student only needs to take these prerequisite the table above) in any of the three (3) or more Micro-
courses one time. Certifications listed below.
Once the student achieves the prerequisite Pre-sales • Micro-Certification - Flow Designer
accreditation, they must remain version-current by
• Micro-Certification - Integration Hub
completing necessary delta training courses (which
typically occur twice yearly) that are published for each • Micro-Certification - Predictive Intelligence
ServiceNow release related to every product or solution • Micro-Certification - Performance Analytics
they have completed.
• Micro-Certification - Virtual Agent
The C&I Module requires a specified number of unique
• Micro-Certification - Configure CMDB
individuals who are accredited (refer to C&I Module
requirements in the table above) in one (1) or more Pre- • Micro-Certification - CMDB Health
Sales Specialization. See here for more information on Pre- • Micro-Certification - Automated Test Framework
Sales accreditation.
• Micro-Certification - Agile and Test Management
Implementation

• Micro-Certification - Service Portal

• Micro-Certification: DevOps Change Velocity

See here for more details.

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of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
9
Platform Certifications Deployments must be registered through the ServiceNow
Certification in the courses below establishes the core Partner Portal and must be registered against a current
skill set necessary to administer, design, build, test, and ServiceNow customer. Only “implementation/upgrade”
implement on the ServiceNow Platform. The C&I Module deployments will count toward program credits. Participants
requires specified number of unique individuals certified are required to register all their deployments, except when
(refer to 3Cs Program requirements in the table above) in the Participant is subcontracting for ServiceNow.
either of the two (2) listed below: Note: Implementation quality is key to your business
• Certified System Administrator (CSA) – foundational success – and your business growth. It is the
training. See LINK imperative component that will expedite the value of
ServiceNow to your customers – and maximize your
• Certified Application Developer (CAD) - See LINK.
profitability. And it’s a top priority for ServiceNow.
ServiceNow expects C&I Participants to register all
Capability
their deployments through the Partner Portal. Failure
Deployment Definition and Considerations
to register deployments will result in loss of Program
An implementation of ServiceNow products is also known
Segmentation status, Partner Finder recognition and
as a “Deployment.” Deployment records are important
Product Line Achievements (PLA).
because they provide ServiceNow with visibility into a
Partner’s implementations to ensure they receive proper Approved Deal Registrations
credit in the C&I Module. They also enable Partners to Approved Deal Registrations (as defined in the Deal
analyze their deployments at an aggregate level through Registration Guide) are a measured count of the number of
operational dashboards so that they can improve their approved submissions of all deal types that are submitted
efficiency and effectiveness over time. Refer to the via the Partner Portal Deal Registration tool.
Deployment Management section on the Partner Success
Deployments in Multiple Product Lines
Center for the details.
The C&I Module requires Participants to have completed
A deployment is any piece of services delivery that requires deployments with one (1) or more critical applications,
either of the following contracts: across specific number of product lines (refer to 3Cs
• A Statement of Work (SOW) issued by and between the Program requirements in the table above). See also the
Participant and its customer directly. Critical Apps Guide for more information.

• A Change Order for services rendered by the Participant Subcontracting engagements will also receive credit
where new applications were being deployed, as for this metric subject to the Guidelines specified in the
opposed to a Change Order that was simply adding Subcontracting FAQ.
additional time to a project. Impacted Net New Annual Contract Value
Impacted NNACV is a measurement of all net-new annual
contract dollars of closed “won” NNACV that is recognized
when the Partner has an opportunity with or without a
Deal Registration. If a Participant is the partner of record
for a registered or unregistered opportunity in accordance
with the Deal Registration Terms and Conditions which
results in a loss of revenue in accordance with ServiceNow
accounting policies, then NNACV attributable to such
opportunity shall not be counted towards Participant’s
revenue criteria and shall result in negative NNACV on
Participant’s dashboard.

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of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
10
Sourced Net New Annual Contract Value Customer Success
Sourced NNACV is a measurement of net-new annual Approved C&I Customer Success Stories
contract dollars of closed “won” NNACV (either through Participants achieve success throughout the year and
referral or influence deal types) that is recognized when the have an opportunity to share customer success stories with
Participant has a net-new opportunity. ServiceNow. A Customer Success Story may be submitted
If a Participant is the partner of record for a registered or by a Participant who describes a product deployment
unregistered opportunity in accordance with the Deal during which a Participant overcame challenges to land,
Registration Terms and Conditions which results in a loss expand, or retain a ServiceNow customer.
of revenue in accordance with ServiceNow accounting For example, the C&I Customer Success Story could include
policies, then NNACV attributable to such opportunity shall but is not limited to:
not be counted towards Participant’s revenue criteria and
• Deployments with high Critical Apps adoption
shall result in negative NNACV on Participant’s dashboard.
(well above the required 50%)
Completed Deployments
• Deployments with a high CSAT score
This metric measures the Partner’s volume of completed/
(well above the required 4.2)
expired deployments over the last twelve (12) months
that are registered on the Deployment Registration tool. • Successful deployments spanning three (3) or more
Subcontracting engagements will also receive credit Product Lines
for this metric subject to the guidelines specified in the Customer Success Stories should be submitted using the
Subcontracting FAQ. online form provided on the ServiceNow PartnerPortal.
Submissions are evaluated internally by ServiceNow for
Year-over-Year Deployments
product sales, services, applications, or marketing trends.
YoY Deployment measures the Partner’s year-over-year
Once approved by ServiceNow, Customer Success Stories
growth in volume of completed/expired deployments
that include a referenceable customer, with appropriate
that are registered on the deployment tool. This metric
customer permissions, may be shared internally and/
is assessed over the most recent 12 months relative to
or externally, depending on the messaging involved. All
the prior 12 months on a “rolling” basis. Subcontracting
Customer Success Stories are approved and published
engagements will also receive credit for this metric subject
at the sole discretion of ServiceNow. NOTE: Customer
to the guidelines specified in the Subcontracting FAQ.
Success Stories do not require customer approval to be
an external reference. Submissions that are not externally
referenceable will still be evaluated for 3C criteria.

Customer Satisfaction (CSAT) Rating

The C&I program considers completed/expired deployments
for CSAT credit. The CSAT rating is calculated based on the
following criteria over a rolling 12-month period:

• The survey score is from a registered Participant’s direct

deployment. Subcontracting deployments will also
receive credit for this metric subject to the guidelines
specified in the Subcontracting FAQ.

• The state of the survey is closed. All responses have been

received, or the CSAT survey period is completed.

• Must receive an engagement survey response from

oneor more of any combination of respondent roles.

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CSAT scores are foundational to the Partner Program, and Subcontracting Recognition
hence as a matter of Program policy, expunging or altering Subcontracting is a vital source of expertise and
scores provided by Customers is not allowed. experience for Participants throughout the ecosystem and
Please refer to the Deployment Management and Survey a mechanism for ServiceNow to augment or showcase its
Process for additional details. own capabilities. The C&I Module recognizes and rewards
commensurate deployment and CSAT achievements
Percent of Deployed Applications with for subcontracting deployments that meet the following
Credentialed Lead Application Consultant
requirements:
ServiceNow is committed to ensuring our Customers have
a world-class experience with our product. Ensuring that Participants subcontracting directly to ServiceNow:
appropriate, qualified, and highly credentialed resources • Must perform either 100 or more hours on the
are engaged on customer Deployments is a critical deployment or have contributed 20% or more of the total
component to ensuring our Customers maximize the value deployment hours, whichever is achieved first.
of their ServiceNow investment. Adding a Lead Application • Acceptance of deployment assessment as provided by
Consultant per application is mandatory for submitting the ServiceNow Customer Outcomes team.
the Deployment Registration, including subcontracted
consultants. If ServiceNow flags your deployment(s) as “at-
Participants subcontracting
to other ServiceNow partners:
risk” and provides you recommendation, you are required
• Must perform either 100 or more hours on the
to remediate the risks within the suggested time frame.
deployment or have contributed 20% or more of the total
Failure to address any deployment risks will lead to the loss
deployment hours, whichever is achieved first.
of Partner Finder recognition and other program benefits.
• Acceptance of the same CSAT scores submitted by the
See here for the Lead App Consultant certification
Customer for the prime contractor on the deployment.
mapping.
• ServiceNow will not assess Participants in a
Please refer to the Deployment Management and Survey
subcontracting arrangement who do not wish to receive
Process for more details on how to add a Lead App
recognition for the deployment. However, Participants
Consultant to deployments.
must indicate their contributions should be removed from
This metric measures the percentage of appropriately the deployment record prior to the deployment reaching
credentialed lead application consultants working on a “Completed” status.
deployments where the consultant is credentialed in the
Note: t he option to be exempt from deployment
application that is being implemented. Engagements
consideration does not apply when subcontracting
where Participants subcontract directly to ServiceNow will
directly for ServiceNow. Click here for more
not receive credit for this metric.
information on Subcontracting Recognition.
Note: If there are no credentials for the specific application
deployed, it will be counted as meeting the
requirement. Assessment will be at the application
level, not at the deployment level.

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of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
12
Best Practices By evaluating each Program Module against its specific
criteria, we can better measure Partners against their
General Best Practices and Resources particular role in the ecosystem and provide them with
General best practices for delivery high-quality
more meaningful and targeted incentives.
engagements can be found in the Deployment Quality
Playbook. The next logical step towards differentiation is Product
Line Achievement (PLA) attainment across product lines
While not a defined program requirement, it is strongly
and in all geographies where business is conducted. PLA
advised that you elevate your practice by supporting
exemplifies the highest implementation quality specific to
resources in attaining the Certified Technical Architect and
a product line demonstrated by the Partner. See the PLA
Certified Master Architect certifications.
Guide to better understand the benefits and expectations
Certified Master Architect Certifications (CMA) for this critical effort.
The CMA designation is awarded to students who have Upon achieving Segmentation Status and PLA, Partner
met the prerequisites, applied, and been awarded and can receive elevated priority for Built With ServiceNow
completed the six-month program. The program involves Offerings evaluation, and eventually the ability to further
completing live bi-weekly webinars, immersion events, differentiate through Specialization. While disparate paths,
assessments, and cohort activities. Certification is awarded there is undeniable synergy and value in strategically and
to those who successfully complete the final board exam, intentionally building your practice, your selling motions,
where they are given a case study to design, present, and and your go-to-market approach to fully invest in and
defend their architectural solution to a panel of personas. maximize your visibility through the capstone programs.
Certified Technical Architect Certifications (CTA) Learn more about differentiation through Specialization
The CTA designation is awarded to those who have taken here (effective May 1, 2024 and visible on dashboards
part in the 14-week program, completed self-paced effective May 17, 2024).
learning modules, and case studies with their cohort,
Learn more about differentiation through Built With
attended weekly live sessions, and satisfactorily completed
ServiceNow here.
the capstone review where students are given a scenario
to design, present, and defend an architectural solution to Finally, pursuing the broad diversity of Partner Awards is
a project persona(s). another beneficial route to creating your unique presence
in the ServiceNow Partner Ecosystem.
See here for more details.
Choosing to differentiate is a critical growth step for overall
Partner Differentiation Journey success; the path you choose should align with your unique
C&I, and Global Elite Participants have a variety of paths to values and strategy.
showcase their expertise and create true differentiation in
the ServiceNow Partner ecosystem. The path you choose
will always start with differentiation through Segmentation
Status attainment. Achieving and maintaining elevated
status is a key foundation to access all other paths to
differentiation.

Participants can engage with ServiceNow at a level

representing their organization’s commitment to the
Program. Our Program Segments reward Partners for
pursuing growth across the 3Cs.

Partners advance through each Segment based on criteria

such as:

• Competency: Credentialed Resources

• Capability: Sourced NNACV, Deal Registrations,

Customer deployments

• Customer Success: Customer references, CSAT, etc.

© 2024 ServiceNow, Inc. All rights reserved. CONFIDENTIAL. 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 and product names may be trademarks of the respective companies with which they are associated.
13
Program Membership Fees
Investing in the success of ServiceNow Partners
Providing high-value benefits and services while perpetually enhancing the processes and resources used to support our
Partners requires investment. Accordingly, we are asking Partners in various Program Modules to team with ServiceNow and
invest in themselves by sharing some of these costs. A fee structure has been created that will support reasonable investment
in mature markets and encourage global growth in other markets.

All amounts shown in the table below are in US Dollars.

Refer to the Master Program Guide for more details related to Program membership fees.

Failure to pay the C&I membership fee will result in the revocation of incentives and/or offboarding from the C&I program.

Consulting & Implementation Module fee structure

Mature All Other Mature All Other
Segmentation Status
Markets Markets Markets Markets

Elite $10,000 $8,000 $15,000 $12,000

Flat fee
Flat fee
for Primary
Premier for Primary $7,500 $6,000 $10,000 $8,000
Entities with
Entities with
one or more
Specialist no associated $5,000 $4,000 $7,500 $6,000
associated
entities
entities
Registered $2,500 $2,000 $5,000 $4,000

See the ServiceNow Partner Program Guide for full details and expectations.

© 2024 ServiceNow, Inc. All rights reserved. CONFIDENTIAL. 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 and product names may be trademarks of the respective companies with which they are associated.
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