The ServiceNow Rundown: Designing an “Offensive” Partner Ecosystem, The Employee Imperative, and Ending Overpromised Tech Vendors

ServiceNow News

A rundown on The Rundown: Each month I bring you up to speed on major ServiceNow articles, news appearances, market shifts, acquisitions, or anything else insiders are talking about.

We’ve covered stock options (the highs and the lows), press releases, what the insiders are talking about, new integrations, and trending topics like AI and Machine Learning. Before we jump into this month’s news, here are two things you should know about ServiceNow today;

  • ServiceNow (NYSE code NOW) currently sits at 268.05, up +1.48 from yesterday, August 26th.
  • The 2019 Future of Work tour kicks off in the US in early September, with stops in Columbus, Atlanta, San Francisco, Nashville and more.

Now that we have those highlights out of the way, let’s dive in.

Moving from a Defensive Talent Market to an “Offensive” Partner Ecosystem

Nearly a year ago, ServiceNow CEO John Donahoe stated that he saw 2019 as the Year of Certified ServiceNow Professionals.

What exactly did he mean by that? And, as the end of the year draws nearer, did 2019 live up to the promise?

At the most basic level, Donahoe was talking about this incredible thirst for the ServiceNow product, and the reliance on the Partner Ecosystem to bring reliable Service Management transformation to clients. As the customer footprint continues to grow, so does the need for Partner talent.

Donahoe’s acknowledgment of this was the first step in ServiceNow moving from “defensive to offensive” when it comes to the talent pool. From this concession, two major changes emerged in 2019.

The first is the most well known – the new Partner Ecosystem strategy, which is more strategic (to the benefit of both customers and Partners) in the segmentation of levels. Among back-end improvements for greater predictability and accountability from Partners, there was also a front-end naming convention.

Now, partners are designated as Registered, Specialist, Premier, Elite, and GSI. He said the new segments are not based solely on capacity, though. ServiceNow is looking at the partners in terms of their specialties within ServiceNow, the geography size they cover, as well as their volume of sales. More about the Parter ecosystem changes can be read here.

That was only one pillar in ServiceNow’s offensive talent strategy. As I see it, the second major pillar is their new Certified Master Architect (CMA) program. The new gold standard for ServiceNow knowledge and ability, these qualified technical consultants are the key to powering the digital transformation ServiceNow customers are clamoring for. Almost like becoming a CPA, becoming a ServiceNow CMA takes rigorous training over nearly 6 months and culminates in a killer test to ensure that only the best of the best pass. Unlike their product-based certifications, the CMA program comprises of a selective, application-only team of experts who undergo a deliberate and intensive measure of both their platform-wide technical expertise as well as their consulting chops. Needless to say, it’s exactly the type of thing Donahoe was talking about a year ago.

What Workers Really Want: The Employee Imperative

Perks at work have become a source of pride and a competitive differentiator for companies vying for top talent. Stocked fridges, catered meals, on-site fitness facilities, laundry services, and complimentary transportation are just a handful of popular perks companies offer to lure new employees.

But ServiceNow has a different approach to workplace happiness, and they have designed their entire enterprise product around it. To them, the most effective way to build an engaged and productive workforce is giving employees a better employee service experience during big moments and even small ones in between.

The Employee Experience Imperative Report, by ServiceNow, is the state of today’s employee service experience – what really matters, and what doesn’t.

This report is important and different for one big reason.

The discussions and stats in this report are human-focused, and instead of focusing on the employer’s point of view (like most Employee Experience research), the new ServiceNow report listens to ad reports on employee perceptions.

To whet your appetite for the report, here are a few major statistics:

  • 56% of employees say employers provide employees with easy access to information from HR or other departments.
  • 40% of employees believe feedback is acted upon by an employer.
  • 71% of employees expect a communication channel(s) other than email to receive communication from their employer

Check out our recent webinar, Inside HR Trends in 2019, to expand on the numbers in ServiceNow’s Employee Imperative Report.

What else we’re reading

1. Customers should be demanding the end of overpromised, underdelivered software. There used to be a time where tech vendors sold their solution, kicked back and relaxed, and left the customer to architect, build, and run their “Frankenstein’s monster of assembled technology pieces.”

Well, the game has changed. SaaS companies have revolutionized how software is delivered. Now we need to revolutionize how we measure its business value. Read more on the topic here, from Forbes.

2. Jim Brady joins ServiceNow as Director of Product PR. Previously, Brady served as the Head of Media Relations at Cisco and as PR Manager at Microsoft.

“In today’s overcommunicated, connected society, organizations must articulate a simple, compelling and differentiated position in order to break through the clutter and reach their employees, customers, prospects and investors.” – Jim Brady, Director of Product PR, ServiceNow

3. CIO of Thames Water, Tony McCandless, talks about how their ServiceNow IT strategy helped them gain critical insight into their live environment. The utility company responsible for supplying 27 percent of the UK’s population with water, including most of London, but before their IT overhaul with ServiceNow, they didn’t have any insight into what was going on within its IT environment.

Read about their “night and day” transformation.

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