Consulting Services as Modern as Our Software

Our modern approach to IT Service Management software is matched with collaborative implementation and configuration services delivered by elite, agile, and proven Consulting Services experts.  

Our Consulting Services delivery model is decidedly different than our competitor’s model.  We make a promise to our customers that we will not request key cards, cubical space, telephones, email access or ergonomic chairs as part of the implementation.  Our job is to launch your Service-now.com instance and make sure you are equipped with superior knowledge in the littlest time possible.

Every aspect of your interaction with Service-now.com is based on partnership from Statement of Work design to plan execution.  Your successful implementation predicates our ability to continue to earn your business.  We are committed and financially motivated to ensure your success.

Our approach

Unique to Service-now.com is our approach of collaborating with our customers, and not insisting that you simply get out of the way. In fact, we rely on your involvement! We leverage your Service-now.com instance as the basis for collaboration which helps us keep connected and assures that core system setup and configuration begins on day one, not after weeks of struggling with the implementation.

We work with your organization to arrive at an appropriate project plan that is pre-loaded into the Release Management module of your Service-now.com instance. This becomes the common queue to check status and progress, re-assign tasks, and modify the plan as needed. Because the tool supports a remote method of collaboration, the plan is executed across time zones and during and after standard business hours.  It's this unique methodology of sharing the implementation effort that allows us to offer both the fastest and most cost effective delivery model in the industry.

Deployment Methodology

Our deployment methodology is tried, tested, and proven.  Our goal is to empower our customers to own the deployment and ongoing administration of their Service-now.com instance.  To accomplish this, we have devised a rigorous transfer of information plan which includes hands-on, onsite and remote knowledge transfer. 

Our Consulting Services organization is tasked with ensuring your system is configured to your required specifications including User Interface customizations, secure communications and integrations, business rules and process design, and user/role/group definitions.

Our Consulting Services team understands business requirements can change, so we have designed our implementation strategy to be flexible in nature allowing us to shift implementation strategies on the fly.

		10 Step Deployment Methodology
1		Scope – Work with you to determine what has to be done
2		Assess – Determine effort and skill set required based on scoping
3		Propose and modify – Collaborative SOW design includes basic requirements,   integrations, and implementation model
4		Agree – Refine the proposal, agree on scheduling and build detailed project plan    within your Service-now.com instance
5		Resource – We schedule our resources
6		Engage – Collaboratively execute on planned deliverables with continuous    improvement in mind
7		Continuous review – We constantly work with you to make sure previous steps had    proper assumptions
8		Signoff – We ensure you are happy with the working product
9		Production – We stick with you to ensure the smoothest transition possible
10		Transition to Support – Documented transition to Support and Consulting Service    continued participation: restart cycle for phase II of implementation

Experience Delivers Results

Our Consulting Services organization has helped with over 170 successful engagements including 80 implementations in the last 12 months. We average 5 years experience in service and asset management and over 2 years delivering Web 2.0 based applications.  Each of our team members have either come from competitors or have direct experience implementing Service-now.com as a customer.  We are an elite group that has proven experience performing multiple disciplines including integration, reporting, workflow and business rules design.  Additionally, we know that requirements are not "hard-wired" and may change at almost any time during the engagement; we are always prepared to quickly discuss and alter our path.  We are comfortable using a “big bang” or phased approach to implementation, depending on your business needs.

Integration

Service-now.com delivers 30+ released and supported integrations to 3rd party applications and data sources.  Our Consulting Services team is tasked with helping define and execute integration work.  Core system setup includes LDAP integration, 3rd party integration, and data migration from legacy systems (included if defined as part of "Phase 1" deployment).

Maintenance

We are responsible for ongoing maintenance and all upgrades! Our hosted delivery model affords us economies of scale allowing us to provide ongoing maintenance as part of the annual subscription fee, which includes unobtrusive upgrades performed typically three times annually.  

Cost

Most traditional Enterprise Software packages carry an implementation cost that is often 2-3 times that of the cost of software. In the traditional model, you are required to cover fluctuating ‘soft costs’ including maintenance fees, upgrade costs, customizations and integration costs.  

The Service-now.com methodology is simple, we acknowledge that all implementations vary to some degree, but are confident enough to establish an up-front baseline that will not fluctuate.  What we will not do, however, is march in an army of Consultants that charge exorbitant fees with no assurance of a fixed price. Our guarantee is to always complete what was defined in the implementation agreement for a fixed price, period.