Services Partner Program Guide 2016 v3

ServiceNow Services Partner
Program Guide
SERVICENOW CONFIDENTIAL
Services Partner Program Guide v3 2016
Table of Contents
Overview of PartnerNow Services Partner Program .................................................................................................... 3
Program Highlights ................................................................................................................................................... 3
Program Tiers............................................................................................................................................................ 3
Services Advertising Territory ................................................................................................................................... 4
Program Requirements At-a-Glance ......................................................................................................................... 4
Program Requirements Summary ............................................................................................................................ 4
Program Benefits At-a-Glance .................................................................................................................................. 6
Program Benefits Summary ...................................................................................................................................... 7
Partner Code of Conduct ........................................................................................................................................ 10
Program Governance .............................................................................................................................................. 10
Appendix 1 .................................................................................................................................................................. 11
Services Partner Program Press Release Guidelines .............................................................................................. 11
Appendix 2 .................................................................................................................................................................. 12
Product Authorizations ........................................................................................................................................... 12
Program Guide
THIS GUIDE SETS FORTH THE PROGRAM RULES AND POLICIES THAT GOVERN PARTICIPATION IN THE SERVICENOW SERVICES PARTNER
PROGRAM (PROGRAM). ALL PROGRAM RIGHTS AND BENEFITS ARE SUBJECT TO COMPLIANCE WITH THIS GUIDE IN ITS MOST CURRENT
VERSION. SERVICENOW MAY UPDATE THIS GUIDE FROM TIME TO TIME VIA ITS PARTNER PORTAL AND IT IS INCUMBENT UPON EACH
PARTICIPANT, AS A CONDITION OF PARTICIPATION IN THE PROGRAM, TO KEEP ABREAST OF ANY AND ALL CHANGES HERETO. SERVICENOW
RESERVES THE RIGHT TO ADMINISTER AND MODIFY THE PROGRAM REFERENCED HEREIN AT ITS DISCRETION OR RESTRICT/DENY
PARTICIPATION BASED ON THE PUBLISHED PROGRAM RULES. UPDATES TO THIS GUIDE WILL BE DELIVERED TO THE ADMINISTRATOR EMAIL
ADDRESSES PROVIDED BY ALL PARTICIPANTS AND POSTED TO THE SERVICENOW PARTNER PORTAL. THE TERMS OF THIS GUIDE ARE SUBJECT
TO THE TERMS OF THE SERVICENOW PARTNER AGREEMENT BETWEEN SERVICENOW AND EACH PARTICIPANT THAT REFERENCES THIS GUIDE.
SERVICENOW DOES NOT PROVIDE ANY WARRANTIES REGARDING THIS GUIDE OR THE INFORMATION CONTAINED HEREIN AND SPECIFICALLY
DISCLAIMS ANY LIABILITY FOR DAMAGES, INCLUDING, WITHOUT LIMITATION, DIRECT, INDIRECT, CONSEQUENTIAL, INCIDENTAL AND SPECIAL
DAMAGES INCURRED IN CONNECTION WITH RELIANCE ON THIS GUIDE.
To receive an appointed to the Program, each legal entity must apply to participate in the Program, satisfy the Program membership
requirements, execute a separate agreement with ServiceNow, and receive a welcome email issued by ServiceNow specifically indicating that
the applying entity is now appointed to the Program. An affiliate, subsidiary, or acquired company cannot avail itself of the rights provided
under a parent or affiliated entitys partner agreement without the written consent of ServiceNow, though in certain cases ServiceNow may
permit affiliates to aggregate certain information for the purposes of measuring minimum requirements for participation in a program. In
the case of acquisitions, mergers or other business combinations, the membership of the surviving entity and the operating status of the
acquired or merged entity, as applicable, will determine the membership applicable to the newly formed entity. The participating entity must
disclose planned changes to corporate structure in advance to allow ServiceNow the opportunity to approve or reject, as appropriate, the
effect of such changes on participation in a partner program.
2015 ServiceNow, Inc. All rights reserved. ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc.
All other brand and product names are trademarks or registered trademarks of their respective holders.
ServiceNow Services Partner Program Guide

The ServiceNow Services Partner Program empowers our partners to build, market, and implement service
management solutions and provide professional services to ServiceNow customers. This Guide describes the
policies, benefits and requirements applicable to the Program. To better understand and fully leverage Program
membership, ServiceNow encourages each partners business, sales, marketing, and technical representatives
involved in our partnership to review this Guide.
Overview of PartnerNow Services Partner Program

The ServiceNow Services Partner Program is designed for companies that deliver implementations for the ServiceNow
platform, which may include consulting, outsourcing, subcontracting, or custom application development, and includes both
encouragement and benefits for these customer engagements. Based on meeting and maintaining Program requirements,
participants are eligible to receive benefits to support their implementation efforts, including such advantages as access to
the ServiceNow Partner Portal, access to ServiceNow non-production instances, use of the Services Partner logo, and much
more.
Program Highlights
Tiered program structure

Certification and accreditation opportunities and customer satisfaction tools
Benefits commensurate with level of commitment
Access to restricted content on the Partner Portal
Access to ServiceNow non-production instances
Listing of company logo, profile and competencies on the ServiceNow website
Deployment registration and customer satisfaction feedback
Program Tiers
Four levels of membership allow you to engage with ServiceNow at a level representing your organizations resources, areas
of expertise, and commitment to the ServiceNow partnership. Membership is granted through an application review and
approval process, with requirement and benefit increases at higher tiers.
Registered Basic membership and Program entry point. Access to generally available documentation is granted. Benefits
are designed to provide partners a starting point for further growth.
Bronze Customer satisfaction, certifications, completed customer deployments and other business commitments provide
access to a ServiceNow resources, access to documentation, use of Bronze Services Partner logo and other key program
benefits.
Silver Higher customer satisfaction, increased deployments completed, focus on product capabilities and other business
commitments provide access to a higher level of Program benefits including use of the Silver Services Partner logo and other
key program benefits.
Gold Highest level of Customer Satisfaction, greater number of certified personnel, broadest range of product capabilities
and business commitments provide access to highest level of Program benefits including use of Gold Services Partner logo,
access to a Professional Services Champion and other key program benefits.
Services Partner Territory

A Services Partner Territory comprises one or more countries in which the partner may direct its advertising using the
ServiceNow logo and marketing collateral, and where ServiceNow will advertise the partner as a ServiceNow Services Partner
on its website and other promotional materials. Each partner may request a number of countries for its Territory at the time
of application to the Program, which will form the basis of the business review by ServiceNow before the partner is approved
or appointed to the Program. Upon approval, ServiceNow will also approve the countries that form the partners Territory.
The Territory may or may not comprise all the countries requested by the partner, depending on the partners capabilities to
service customers in the countries requested. A partner may apply to update its Territory at any time while the partner is a
participant in the Program, with any updates to the Territory contingent upon ServiceNows approval and written
confirmation.
Any subcontracting work is governed by a signed Work Order and the Services Partner Territory will not apply.
Program Requirements At-a-Glance

Partners qualify for a Program tier by meeting global requirements for their registered business entities.
Item
Registered
Bronze
Silver
Gold
Minimum number of registered implementations
20
40
Minimum number of completed implementations
15
30
Minimum number of CSAT Survey responses
15
30
Average CSAT Score
8.0
8.2
8.4
Certified System Administrators
20
30
Certified Implementation Specialists
10
20
Minimum number of product implementation competencies
Minimum number of Certified Authorized Trainers
Technical Architects
Program Requirements Summary

Each requirement requires annual compliance to maintain Program membership and tier status. The following summary
statements provide clarification and general descriptions for each requirement.
Registered Implementations
Registration of your customer implementation or deployment is a requirement to ensure a consistent and high quality
ServiceNow customer experience. Partners who subcontract with the ServiceNow professional services team (Professional
Services) will also have their registered implementations apply toward Program requirements. Partner resources must
represent at least 5% of the total hours for program credit. Implementation registration is a critical first step to enable
partners to meet other Program requirements such as customer satisfaction and product implementation competencies.
Please note that all customer engagements must be registered with the signature page of a Statement of Work (SOW) and be
managed within the ServiceNow Partner Portal. Registration of other implementation types such as support, training and
remote admin will not apply toward the Programs implementation registration requirement. For questions or to request
more information, contact partnerdeploy@servicenow.com.
Completed Implementations
Completing your implementations is a requirement that triggers the ServiceNow Customer Satisfaction (CSAT) survey
process. Partners are required to maintain important information about each implementation such as project end dates,
survey contacts, implemented ServiceNow product applications and the consultant responsible. Partners subcontracting with
Professional Services will also have ServiceNow implementations count toward their program requirements. Partner
resources must represent at least 5% of the total project hours for program credit.
Customer Satisfaction (CSAT) Rating
ServiceNow is 100% committed to customer satisfaction and holds our partners to the same high standard. The ServiceNow
customer satisfaction survey consists of ten questions designed to elicit customer feedback on the engagement. Customers
are asked to rank their satisfaction with a score from 0 to 10, with 10 being the highest. Services Partners are required to
maintain an average CSAT score ranging from 8 to 8.4 dependent upon tier. The CSAT score is calculated on a rolling 12
months basis which includes both partner direct and subcontracting implementations with Professional Services.
Customer Satisfaction (CSAT) Survey Responses
Through the implementation registration process, partners specify customer contacts to receive the ServiceNow Customer
Satisfaction Survey. A minimum number of survey responses are required in order to gather an effective sample and analyze
results. Partners are encouraged to inform customers that their feedback is very important and to respond in a timely fashion
to the survey they receive from ServiceNow. Achievement is measured over a rolling 12-month period.
Product Implementation Competency
The Product Implementation Competency is designed to recognize a partners level of experience with certain ServiceNow
products. An updated list of competency products can be found on the ServiceNow Partner Portal. This requirement can be
achieved in two ways. The first is achieved through a combination of accreditations and completed implementations for the
competency product. This includes at least four consultants who must have successfully completed accreditations associated
with a competency product, and at least one completed implementation registered for the competency product with an
average CSAT score of 8.0 or greater over the last 18 months. The second method requires Partners to complete at least five
registered implementations for the competency products with an average CSAT score of 8.0 or greater over the last 18
months.
Certified System Administrators
The Program requirement for a minimum number of Certified System Administrators (CSA) to be employed by Services
partners at the Bronze tier and above ensures that our customers are working with highly competent partner
representatives. ServiceNow System Administrator Certification requires that a candidate demonstrates mastery of
ServiceNow System Administration and has the skills and essential knowledge necessary to manage the configuration,
implementation and maintenance of the ServiceNow system. ServiceNow reserves the right to limit in time the applicability
of a certification to meet Program requirements to specific product or version releases. More information can be found on
the ServiceNow Certified System Administrator web page, or email questions to training@servicenow.com.
Certified Implementation Specialists
The Program requirement for a minimum number of Certified Implementation Specialists (CIS) to be employed by Services
partners at the Bronze tier and above. ServiceNow Implementation Specialist Certification requires that a candidate
demonstrates a mastery of ServiceNow implementation, including configuration, customization and design to take full
advantage of the ServiceNow platform. CIS candidates must first achieve the ServiceNow Certified System Administrator
(CSA) certification and ensure that their certifications are current. ServiceNow reserves the right to limit in time the
applicability of a certification to meet Program requirements to specific product or version releases. More information can be
found on the ServiceNow Certified Implementation Specialist web page.
ServiceNow Certified Instructors
Services Partners at the Gold tier are required to have a minimum number of Certified Instructors on staff. Certified
Instructors are individuals who have met the associated requirements defined in the Authorized Training Partner Program to
deliver both internal and public classes for ServiceNow. Partners with qualified instructors on their teams increase selfsufficiency which can greatly accelerate internal learning effectiveness and reduce internal training costs overall. More
information can be found on the ServiceNow Authorized Training Partner web page, or email questions to
training@servicenow.com.
Certified Technical Architects
At such time that the ServiceNow Certified Technical Architect certification is made available, Services partners at the Gold
tier are required to have a ServiceNow Certified Technical Architect on staff. The Certified Technical Architect is the highest
technical qualification a consultant may attain. Candidates must demonstrate mastery of ServiceNow across the broad
spectrum of the platform, demonstrate implementation successes on registered deployments, and have an ability to problem
solve and provide superior technical solutions to given scenarios provided during the certification examination.
Program Benefits At-a-Glance

The following table outlines Program benefits available to participants in the Services Partner Program.
Item
Registered
Bronze
Silver
Gold
Eligible to refer opportunities to ServiceNow
ServiceNow Partner Non-Prod Instance
10
Find a Partner Listing on ServiceNow website
Eligible to sponsor ServiceNow events*
Receive Education Services Training Discount**
20%
40%
50%
Eligible to join Authorized Training Partner Program, if qualified
PartnerNow Services Program tier logo
Eligible for new partner and tier upgrade press releases
Eligible to be featured in the ServiceNow Professional Services

internal newsletter
Eligible for preferred and teaming opportunities from PS
Eligible for Strategic Business Reviews

(Program review, subcontracting, teaming, enablement)
2x/Year
Quarterly
Early access to Professional Services Enablement
Access to Professional Services Partner Champion
Eligible for inclusion in Services Partner Roundtables
Program Benefits Summary

The Services Partner Program provides a number of benefits to support and recognize their implementation and product
expertise, level of engagement with ServiceNow and commitment to customer satisfaction.
ServiceNow Partner Portal
ServiceNow provides partner benefits and communications through the Partner Portal. There you will also find information
regarding Program updates, Alerts, promotions, sales tools and marketing collateral to develop your business. For questions
about the Partner Portal or issues accessing links or content, send an email to PartnerNow at
partnerprograms@servicenow.com.
Refer Opportunities to ServiceNow
Partners may refer prospective customers to ServiceNow to be eligible to monetize their leads and sales efforts. A partner
receives referral fees upon the successful closure of an eligible sale by ServiceNow. Partners receive access to the Partner
Portal to receive the latest information about ServiceNow services and partner sales strategies, as well as access to the
ServiceNow partner enablement materials to support their marketing and sales efforts.
Partners may garner referral fees by driving sales engagements in the two ways described below, provided that the
engagement results in a successful sale. More detailed information is available in documentation hosted on the Partner
Portal.
1.
2.
Referral: The partner registers the opportunity in the Partner Portal and makes the introduction between
ServiceNow and the customer to receive a fee.
Teaming: The partner registers the opportunity in the ServiceNow Partner Portal and makes the introduction
between ServiceNow and the customer, then completes certain minimum sales efforts. Such sales services include
helping the customer to define the business case for its purchase, helping the ServiceNow sales team to address
customer requirements, participating in sales activities and technical presentations, and conducting demonstrations
of the ServiceNow services.
Compensation for referrals may be initiated by entering information regarding the transaction in the opportunity registration
tool available on the Partner Portal. The tool is designed to help protect the investment made by a partner that is proactively
engaging with a customer and influencing the sale of ServiceNow solutions. By using the tool, the partner is eligible to receive
limited opportunity protection and/or financial incentives when value-selling and leading with ServiceNow solutions.
Eligibility and benefits for Opportunity Registration may vary by partner type, the involvement of the partner in the sale,
product authorizations/specializations, Program level and partner location. All opportunity registrations and the rights
granted thereby are subject to correct use of the opportunity registration tool and compliance with the Opportunity
Registration Terms and Conditions available in the tool and on the Partner Portal.
Partner Instances
One or more ServiceNow non-production instances are granted to all partners to be used for the purposes of employee
training, solution development and providing demonstrations to customers. Access is active during the term of the partners
membership in the Program, with the number of instances provisioned based on Program tier. For questions or to request
more information, contact partnerprograms@servicenow.com
Partner listing on ServiceNow Website
Partners will be listed on the ServiceNow website located on the Find a Partner page. Partner listing size will vary by
Program tier and will include information relevant for each company, including approved territory, tier, achieved product
authorizations and other relevant information. Improvements and changes may be made to this site periodically which may
alter the organization and appearance of partner listing information. For questions or to request more information, contact
Eligible to Sponsor ServiceNow Events
Partners at the Registered tier or above are eligible to sponsor ServiceNow events. Please note that eligibility does not
guarantee sponsorship and requirements may vary for each event. All sponsorship requests are accepted at the discretion of
ServiceNow.
In North America only, Services Partners at the Bronze tier or above are eligible to sponsor a ServiceNow User Group (SNUG)
event. All eligible partners are required to submit a SNUG application which routes to the local SNUG Steering Committee.
The committee will review all applications and choose sponsors based on relevancy to the local SNUG requested. SNUG
sponsor benefits will be shared by the committee with each sponsor applicant. Additional attendance restrictions apply for
non-sponsoring partners who choose to attend a SNUG event. Please reference the Americas SNUG Sponsorship FAQ for
more information.
Education Services Training Discount
To fulfill the Program training and certification requirements, ServiceNow offers Services partners at the Bronze tier or above
a discount percentage to be applied to offset the cost of training. Training discount applies to in-person and virtual classroom
only. Discount does not apply to self-paced or onsite technical training, and cannot be used in conjunction with Learning
Credits. For questions about ServiceNow Training and Certification, send an email to Service Training at
training@servicenow.com.
Eligible to join Authorized Training Partner Program
Partners have the option and are encouraged to join the ServiceNow Authorized Training Program (ATP), acceptance
dependent on meeting all ATP qualifications. ATPs help to make ServiceNow products universal by transferring knowledge
that will build expertise and capability of our entire ecosystem. Reference the Authorized Training Program Guide for more
information or email training@servicenow.com.
Services Partner Program Logo
Partners in good standing are encouraged to leverage the ServiceNow brand to promote their partnership and Program
membership. Logos are provided to the Bronze, Silver, and Gold tier partners and can be used on advertisements, websites,
customer communications and other marketing materials. In all cases, Partners shall comply with the ServiceNow Trademark
Usage Guidelines, the ServiceNow Brand and Marketing Guidelines for Partners, and the Services Partner Logo Guide
available on the Partner Portal. For more information or to request prior approval for co-branded material, contact
Eligible for Press Releases
To support partner marketing efforts, ServiceNow will provide Services partners at the Bronze tier and above, a press release
template to communicate a new partnership with ServiceNow or a Program tier upgrade. Note that ServiceNow must
approve all press releases before being shared with the public. Refer to Appendix 1 in this document for more information.
Press release templates are available on the Partner Portal. Contact partnerprograms@servicenow.com for questions or to
request more information.
Eligible for Feature in the Internal ServiceNow Professional Services Newsletter
The ServiceNow Professional Services team produces an internal newsletter apprising internal personnel of impressive
partner capabilities or highly successful customer engagements. Services partners at the Bronze level or above are eligible to
be included in this publication, as determined by the PS partner team. Contact partnerfeedback@servicenow.com for
questions or to request inclusion into the publication.
Eligible for Preferred and Teaming Opportunities from Professional Services
Partners at the Silver and Gold tiers are eligible to receive implementation opportunities and/or team with the PS team on
high profile customer engagements. Opportunities may vary based upon partners level of product implementation
capabilities, geographical proximity to the customer, or other contributing factors.
Eligible for Strategic Business Reviews
Partners at the Silver and Gold tiers are eligible to participate in a bi-annual or quarterly Strategic Business Review meetings
with ServiceNow Professional executives and global leadership. Discussion topics during these business reviews will be
focused to take an in-depth look at partners challenges and successes across their services business, including review of
certified resources, product implementation capabilities, customer satisfaction and other partnership components.
Early Access to Services Enablement
Partners at the Gold tier will invited to participate in certain services enablement activities before the enablement is released
to the wider partner ecosystem. Partners will be invited to test the training, which will include key aspects of the product,
and provide feedback to the ServiceNow Enablement Team.
Professional Services Partner Champion
Partners at the Gold tier will be assigned a Professional Services Partner Champion to be their services ambassador within
Professional Services. The PS Partner Champion will facilitate services business reviews on a regular basis and aid the Partner
with onboarding, enablement, monitoring program metrics and helping with collaboration between professional services and
the Partner.
Professional Services Partner Roundtable
Partners at the Gold tier will be invited to attend the Professional Services Partner Roundtable. The Services Partner
Roundtables will be held annually and will cover topics such as customer satisfaction trends, future enablement,
opportunities for collaboration, and program enhancements. If scheduled to take place at the Knowledge event, attendees
will need a valid Knowledge pass to attend.
Partner Enablement Materials
Your ServiceNow partnership experience includes a solid foundation of education, tools, and resources to enable you to drive
business opportunities and success. Product and solution materials are clearly defined in role-based learning paths and may
be accessed via the ServiceNow Learning Portal or Partner Portal.
Partner Communication
Partners will receive regular communications in the form of newsletters, email messages, and relevant partner information
shared via the Partner Portal or other distribution methods. Based on your partner relationship and agreement,
communication is sent to all contacts associated with your partner account. Communication topics vary and may include
Program notifications, event invitations, product releases, partner webinar information, and more. Contact the PartnerNow
Program team partnerprograms@servicenow.com for questions or to request additional partner communication information.
Product Authorizations
ServiceNow has identified certain products that require partners to obtain additional expertise to effectively engage
customer prospects and present the value proposition of the products. Product Authorizations are individually obtained by
each entity with a partner agreement with ServiceNow, and may include a unique set of benefits and qualifications for each,
as described and tracked by ServiceNow, and listed in Appendix 2 of this Guide.
Product Implementation Competencies are a key component to achieve each Product Authorization. A Partner company who
wishes to obtain a Product Authorization will be required to complete all qualification criteria which will include the product
implementation competency defined for services and that product.
ServiceNow may add or change the products within the Product Authorization listing at its discretion and restrict
participation based on meeting qualification criteria per product or solution. ServiceNow must grant a Product Authorization
by providing a notice to the partner, either by e-mail or by providing a notice within the Partner Portal. Meeting the
qualification criteria, without more, does not bestow the additional rights provided by a granted Product Authorization.
Immediately upon receipt of a Product Authorization, the authorized partner may register opportunities in the Partner Portal
for the additional products permitted. Partners who wish to obtain one or more Product Authorizations should email a
request to partnerprograms@servicenow.com.
Partners that have not received a Product Authorization may not advertise their ability to represent the listed products;
however, upon a partners request ServiceNow may grant the partner the right to resell in response to a particular customer
request. A Product Authorization is not required to receive compensation for a referral related to a product listed in Appendix
2 of this Guide. Additional Product Authorizations may become available as the Services Program is expanded.
Partner Code of Conduct

ServiceNow is committed to conducting its business in a manner that exemplifies integrity, ethical conduct, and honesty. This
commitment is an important professional value of our leadership and employees, critical to earn our customers respect. To
ensure that we create business relationships only with partners that share our commitment, we require that Services Partner
Program members read and ensure that they comply with our Partner Code of Conduct, posted on the Partner Portal,
updated in partner communications, and available upon request to the PartnerNow Programs team.
Program Governance
Each partner should use the partner dashboard available on the Partner Portal to track progress against requirements for
their current tier. ServiceNow performs an annual review each January of Services Partners to determine each partners
appropriate tier placement, comparing the partners results to Program requirements for the previous 12 months. In
addition, Services Partners results will be monitored on a regular basis to determine performance that may affect their
Program status and result in possible tier promotions for the following year.
For more Information
To request more information or clarification of information about the Services Partner Program, please send an email to the
following teams for questions related to:
Purpose
Email
ServiceNow team
Opportunity Deal registration

Partner Portal, SURF, or HI content or access
Referral info
partnerops@servicenow.com
Partner Operations
Program requirements and benefits

Partner communication
Partner webinars
Program logos and branding requests
Press release approval
partnerprograms@servicenow.com
Global Partner Programs

Team
ServiceNow Training & Certification

Authorized Training Partner Program
training@servicenow.com
Education Services
Customer Satisfaction Surveys or CSAT ratings
partnerdeploy@servicenow.com
Professional Services
Customer Deployment registration
partnerdeploy@servicenow.com
Professional Services
10
Appendix 1
Services Partner Program Press Release Guidelines
To support our Services Partner marketing efforts, ServiceNow offers PR support as a Program benefit at the
Bronze, Silver, and Gold tiers. This benefit is defined as access to the ServiceNow standard press release template.
Partner Press Release Guidelines
Partners must receive prior approval on each press release in which ServiceNow is mentioned
Partners are responsible for creating and issuing their press release on newswires
ServiceNow provides a standard template with approved company information
Do not include the ServiceNow boilerplate or the ServiceNow stock ticker in your press release
Appropriate press release topics include membership in the Services Partner Program at the Bronze tier or
above; significant joint-ServiceNow solution or product; or other topics approved by ServiceNow
Approval Process
Send your draft press release to partnerprograms@servicenow.com, along with your desired issue date
ServiceNow will review your press release and respond within five (5) business days
ServiceNow may return your press release requesting edits and an updated version to review.
Once completed, ServiceNow will approve your press release. ServiceNow reserves the right to decline
approval if necessary.
ServiceNow must be notified and approve any additional changes made to the press release after it has
been formally approved by ServiceNow and prior to being distributed.
Send a final, clean version of your press release to partnerpr@servicenow.com and
partnerprograms@servicenow.com
11
Appendix 2
Product Authorizations
To promote our partners investment in a particular ServiceNow product or solution area, Product authorizations
are granted to differentiate a partner company who has met the additional requirements noted below.
Product Authorization augments a partners ability to engage more closely with ServiceNow. Requirements noted
for all Product Authorization are supplemental to the requirements in the Program and optional for partners who
may choose to qualify for none, one or more Product Authorizations. A Product Authorized partner may receive
additional benefits associated with the designation, which may include additional ServiceNow instances, demo
materials, notation on the Find a Partner listing, invitations to special events offered by the ServiceNow Business
Unit, or additional partner communication. At this time, not achieving a Product Authorization does not prevent a
partner from reselling the product unless noted.
At the time of this Guides publication, only the Express Product Authorization is available. Additional Product
Authorizations may become available as the Program is expanded.
Product Resale
Authorization
Resale Permission
Qualification Criteria
Express
ServiceNow Express
Sales: Completion of a
designated ServiceNow Express
Sales training and assessment.
Services Product
Implementation Competencies:
Completion of a designated
ServiceNow Express Delivery
training and assessment.
Product Authorization Benefits
Access to a dedicated
ServiceNow Express Demo
Instance.
Access to ServiceNow Express
demonstration materials, sales
tools and marketing resources.
Permission to resell ServiceNow
Express, including opportunity
registration and resale
discounts applicable to the
Express line of products.
12

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ServiceNow Services Partner

Services Partner Program Guide v3 2016

Services Partner Program Guide v3 2016

ServiceNow Services Partner Program Guide

Overview of PartnerNow Services Partner Program

Tiered program structure

Services Partner Program Guide v3 2016

Services Partner Territory

Program Requirements At-a-Glance

Minimum number of registered implementations

Minimum number of completed implementations

Minimum number of CSAT Survey responses

Average CSAT Score

Certified System Administrators

Certified Implementation Specialists

Minimum number of product implementation competencies

Minimum number of Certified Authorized Trainers

Program Requirements Summary

Services Partner Program Guide v3 2016

Customer Satisfaction (CSAT) Rating

Customer Satisfaction (CSAT) Survey Responses

Product Implementation Competency

Certified System Administrators

Certified Implementation Specialists

Services Partner Program Guide v3 2016

ServiceNow Certified Instructors

Certified Technical Architects

Program Benefits At-a-Glance

Eligible to refer opportunities to ServiceNow

ServiceNow Partner Non-Prod Instance

Find a Partner Listing on ServiceNow website

Eligible to sponsor ServiceNow events*

Receive Education Services Training Discount**

Eligible to join Authorized Training Partner Program, if qualified

PartnerNow Services Program tier logo

Eligible for new partner and tier upgrade press releases

Eligible to be featured in the ServiceNow Professional Services

Eligible for preferred and teaming opportunities from PS

Eligible for Strategic Business Reviews

Early access to Professional Services Enablement

Access to Professional Services Partner Champion

Eligible for inclusion in Services Partner Roundtables

Services Partner Program Guide v3 2016

Program Benefits Summary

ServiceNow Partner Portal

Refer Opportunities to ServiceNow

Partner listing on ServiceNow Website

Services Partner Program Guide v3 2016

Eligible to Sponsor ServiceNow Events

Education Services Training Discount

Eligible to join Authorized Training Partner Program

Services Partner Program Logo

Eligible for Press Releases

Eligible for Feature in the Internal ServiceNow Professional Services Newsletter

Eligible for Preferred and Teaming Opportunities from Professional Services

Services Partner Program Guide v3 2016

Eligible for Strategic Business Reviews

Early Access to Services Enablement

Professional Services Partner Champion

Professional Services Partner Roundtable

Partner Enablement Materials

Services Partner Program Guide v3 2016

Partner Code of Conduct

For more Information