Whether you’re just starting your ServiceNow journey or adding to an already complex environment, choosing the right implementation partner may be the most important decision you’ll make. Unless you’re fortunate enough to have the skills and resources to go it alone, the partner you select will play a critical role in your platform’s success—or failure.
Here are a few important truths I’ve learned through experience, and I believe everyone should know:
- Awards and Hype Don’t Equal Delivery Success
Flashy awards, big booths at conferences, and aggressive marketing campaigns often have little to do with actual customer success. These accolades are frequently based on hard-to-define metrics and internal ServiceNow relationships—not real-world delivery outcomes.
- Beware of Paid Discovery Engagements
A quality partner should never ask for a paid discovery just to understand your business. The right partner will take the time to understand your operations and how ServiceNow can enhance your model. They won’t try to force-fit “out-of-the-box” solutions that require your business to adapt unnecessarily in the name of convenience.
- Clarity in the Statement of Work (SOW)
A well-written SOW should be easy to understand. It should clearly define:
- What will be delivered
- How it will be delivered
- Timelines and milestones
- Clear and fair payment terms
Avoid vague language like “complex business rules” or “UI actions” that may be used to justify scope changes later. If you can’t understand the SOW, it’s likely by design—not by accident.
- No Upfront Payments Without Clarity
No partner should require full or significant funds in advance. A strong delivery plan with clearly defined success criteria should be tied to payment milestones. As the customer, you should retain the ability to walk away if commitments aren’t met. Accountability must be built into the engagement.
- Small Partners Can Deliver Big Results
Having worked with some of the largest global partners, I’ve come to this conclusion: Smaller partners often make the biggest impact.
Why? Because you’re not just a number. To them, your success is personal. They are invested in your outcome—not just the contract. Their goal is to build a relationship, not just complete a transaction. They don’t rely on fancy lunches or golf outings to build trust—they earn it through delivery, accountability, and results.
Final Thought: Choose Wisely
Don’t get dazzled by the biggest booth or most polished sales pitch. Talk to your peers. Join ServiceNow user groups. Ask about real delivery experiences, not just logos and names. Make an informed decision—because when it comes to implementation, bigger isn’t always better.
