ServiceNow Strategy

7 Components to an Extraordinary ServiceNow RFP [RFP Template]

If you are just starting on your ServiceNow journey, chances are you’re excited (and maybe a bit overwhelmed) about the transformation your company is about to undertake. For this very reason, most companies choose to undergo this journey by engaging with a ServiceNow partner, to help you with your implementation process.

That means the first step of your journey will be writing a Request for Proposal (RFP) to determine the best partner for your needs. So, how can you ensure that you’re choosing the right partner? With almost 100 ServiceNow RFP responses written (and won) in the past year alone, we’re here to help you build the best template to generate the best results for your partner search!

An RFP allows you to gather information from multiple vendors to help you decide which ServiceNow partner will be the best fit for your implementation needs – and more importantly, your entire enterprise Digital Transformation journey.

We’ve created an RFP template that outlines the seven features all the best RFPs have in common, plus tips on how to assess your responses to pick the best possible ServiceNow partner for your needs.

Here’s a quick preview of the template:

The 7 Components to Writing an Extraordinary ServiceNow RFP

1. Provide a Clear Vision

The way to get the best outcome for your ServiceNow implementation is to start with a vision – not a list of what you want a vendor to help you build. Key questions to ask yourself when you’re developing your vision may include:

  • What are the processes you’re doing today?
  • What are the business problems you’re trying to solve?
  • What’s working well today and what needs to be improved?
  • What’s a must-have vs. nice to have?

By clearly outlining what you are looking to achieve with ServiceNow, you will get a more insightful and consultative answer in your response. Remember, you’re seeking a third-party vendor because they are the experts in what they do (hopefully), so by stating your vision they can guide you in the actual ServiceNow products that will give you the best result and avoid the typical “gotchas.”

For example, prior to becoming a client of ours, a large health insurance company included a vision map, which included a vision statement and guiding principles, in their Request for Proposal. For example, below is a sample vision map for a proposed HR Service Delivery project.

Remember: Even the most experienced consultants will be loath to suggest an alternative to what you’ve already proposed for yourself. So, don’t make your job harder than it needs to be. Set the vision and let the consultants do their job.

2. Ask Vendors for an Executive Summary

In the executive summary section of your RFP, you should ask vendors for their qualifications to implement and consult on your project. This section should roughly consist of a one-page response from your responding ServiceNow partners.

This is also the section where the best partners should truly differentiate themselves. Effective responses should include:

  • Proposed ServiceNow key solution requirements after deep consideration of your company’s vision. Hint: In your RFP, provide an architecture diagram of what’s in place today. If you provide the prospective vendors with what your solution looks like before, you will get creative after’s!
  • Vendor’s experience with similar industry project roll-outs
  • Size and breadth and depth of ServiceNow practice
  • Description of what sets that vendor apart from others in the ServiceNow ecosystem
  • Summary of implementation approach (including timeline, governance, organizational support, and organizational change management, use cases)

Download your Own RFP Template Today

The RFP process is more than just vetting if a partner can implement the technology. You want to vet if they will be a cultural fit for your company, if they see your vision and understand your overall desire for digital transformation, and confirm they’re also an expert in the “people” and “process” side of the implementation too.

Overall, we suggest sending out 5 RFPs to partners you have done research on through the partner portal – think about it, if you’re requesting thorough responses, how many of those do you actually want to read?

The preview of the steps above is just the beginning. Download the full template to get the rest!


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