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Writing (and Scoring) a ServiceNow RFP That Meets Today’s Critical Business Challenges

The RFP process for ServiceNow is no longer about searching for a vendor to just help you implement the technology. It’s about searching for a Partner who understands your unique business’s goals and the challenges of your industry in today’s business climate.

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!

A RFP, specifically for ServiceNow services, allows you to gather information from multiple vendors to help you decide which ServiceNow partner will be the best fit for your implementation needs. Over the past 7 years, we’ve seen RFPs change from tactical ServiceNow implementations to massive Digital Transformation catalysts, and now to critical business demands of efficiency and safety.

This blog 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. Download this template, or skim a preview below, that will help generate the most thoughtful RFP responses. It covers:Writing a ServiceNow RFP eBook preview

  • Project Vision & Vision Map
  • Project Timeline (including a breakdown of example action items and due dates)
  • Key Metrics – General, ITSM, HR Service Delivery
  • Implementation Approach Criteria
  • Proposed Response Requirements

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.

ServiceNow Vision Statement chart

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)


Discover the remaining give steps in our complete RFP template to get started with your first (or next!) ServiceNow project.

ServiceNow RFP template download