Support Partner Recommendation Request
Who are you using? Crossfuze? KPMG? Deloitte? Sumo? MorganThomas?
Who have you used that you would recommend, who have you used that I should stay away from?
Thank you!
Posted Feb 28, 2019, 7:40 PM UTC
637
I would recommend Glidefast Consulting as a support partner. They were just recognized as the Service Delivery Partner of the Year by ServiceNow and in 2018 they were awarded Top Partner in The Americas. Currently they have a 9.9 CSAT score and 190+ Servicenow Certs + Accreditations.
Link to their partner page - https://www.servicenow.com/partners/find-a-partner/glidefast-consulting-llc.html
Good luck on your search for a Support Partner. If you have any questions feel free to reach out to me, I would love to share my experience!
6
9.9 is impressive, dunno how they maintain that. We are a services company and got dinged twice due to the cost of the licenses which we have no control over.
6
I think they maintain it by their passion about what they do. From my understanding the ownership of the company started as ServiceNow customers and want to provide the best work they can. The developers on our project were beyond professional and made sure that we understood what the best practices were and the affects that our customizations would have on future upgrades. 10/10 would recommend to anyone implementing ServiceNow!
3
I’m a little biased bc I work there, but I’ve also worked at 2 other partners. By far, GF is the best company I have ever worked for. Leadership cares about every customer and employee. I really enjoy ‘work’ every day
4
Seconded, have had great experiences with GlideFast.
3
We are using Glidefast and it has been positive so far
3
My previous company used KPMG to launch SN, but then we moved to internal support plus Accenture for dev work. *Do not* use Accenture for dev work.
4
Dev work is what we need (workflow upgrades). Thank you for this tip.
2
KPMG does ServiceNow work?
2
Yes. I didn't have a lot to do with them during that process, though.
1
Why not?
1
They take forever, they don't get it done right, and they don't understand how to take simple direction. Maybe it's a communication issue (we had overseas developers) but everything was written down exactly the way the BA told us to do it, so if they weren't asking questions then what the hell was going on?
3
I think that's a problem in general with any of these firms with overseas development, specifically India. I have NEVER had a problem with development (ServiceNow or software) outsourced to Eastern European low-cost countries like Romania and Slovakia.
Your mileage may vary but I absolutely hate outsourcing.
3
For ITOM I’d highly highly recommend ConfigureTek.
3
It's always a little nerve racking seeing titles such as this but glad you had a good experience with us.
1
100% Glidefast Consulting. They have a great support system internally and externally, I wouldn't recommend anyone else.
3
It also depends on what your doing. Some partners specialize at software asset mgmt, ITOM, HR, etc and are much better choices that using a big name.
2 Suggestions:
- Check out the partner portal and make sure they have certifications for the work you’d like to have done.
- Talk to your Servicenow Account team. They will work really hard to identify a partner who’s a good fit. Chances are, they’ve already suggested them to other customers and know they’ll do well...they may also steer you away based on past experiences.
2
agree on point one, disagree on point two.
The account team refers partners based largely on personal relationship with a services partner rep, or, more often than not, which partner brought them licence business recently. If there's no risk, who they may want to throw a bone to keep happy or try out without risking a relationship with an existing customer.
2
Dang, bummer that’s your opinion . It’s likely based on experience so I respect that you disagree.
I still think it’s a good thing to work with the account team. Their goal should be to make sure customers are successful first. If they refer a partner hopefully they’ve seen them be successful at others customers and they’ve built a strong relationship as a result.
1
I'll point out this way. It's not 100% bad. The friendly partner has likely one that's been around long enough to build a personal relationship with the reps, so his firm is at least shipping good enough work to stay in business.
1
This. ServiceNow often pressures partners to deliver fast and cheap. This accelerates their ability to sell more licenses for the next project and preserves funding for expanding the subscription. I'd look for partners who have been in the Service Management space for 10+ years and ideally those that ONLY focus on ServiceNow.
Gold partners are a place to start because they have deeper benches, and more projects under their belt. If you find the ones that have been around awhile, and exclusively do ServiceNow, your odds are better. If they were not doing a good job, they would like be out of the space. And as others have said, it depends on which applications
Disclosure: I work for a Gold partner. We are exceptional at ITSM, ITOM, SecOps etc. But if it is complex HR or Financial Management, we partner with a specialist in that area to lead the business-side discussion. Another sign of a good partner is honesty in terms of strengths and willingness to leverage help.
1
Agree. Good gold partners. Platform only focus. That's a small, solid handful. Good luck!
1
I have reviewed the partner portal, seen proposals from several companies, and been in discussions with our SN account team. I am looking for recommendations from people you have worked with that you feel are skilled and priced appropriately.
1
What sort of work are you looking for a partner to do?
1
I'll just throw my name out there. Been doing SeviceNow for 9 years, have experience in almost every part of he tool. I've worked for many household names, as well as small companies.
If I don't know it, my excellent team of 3 other guys most likely does.
finite-partners.com
Happy to help out, even if you just have some questions you want to bounce by someone.
2
we took Professional Services from Globant.
they are fairly new in ServiceNow but has extremely talented consultants in the team. They have developers who were into different technilgies like React, Angular, API developement, Node and crossed trained to ServiceNow. The coding stardards are extreamly good.
we used their services mostly to develop some crazy scoped application with Angular JS as a front end.
they also helped us implementing CMDB, AM, Discovery, Service Mapping, Cloud Management. Our management has already started experiencing good ROI for the same.
2
Crossfuze have been amazing with a project where we took ServiceNow back to OOB
2
It 100% depends on the application.
Take it from me, I used to work at ServiceNow.
1
Where are you based?
What are you looking to roll out?
1
We're Global, I'm in Canada. We have been with SN for 7 years. Mostly enhancements to existing workflows, and looking for ways to reduce complexity while maintaining functionality.
1
I'd stay away from DXC/Fruition in Canada, I've had so many nightmares with them recently.
3
Stay away from any company offering a quick start ITSM package.
For recent experience, we wouldn't recommend Virteva. We spent 6 months working with them on ITSM then servicenow came in and told us our instance health check was terrible because of the work they did. We zbooted(snow word for erasing) and started over.
For everything else it depends on the solutions. Here are my recommendations, I worked for a partner, service now, and am now a customer for reference.
This is a good post. I will agree that it really does depend on the team being assigned, from the engagement manager to the developers. Some companies overload the teams with an engagement manager, at least two BAs, an architect, then developers and QA (and maybe a tech writer). This is overkill for many projects and (IMO) is used to bolster the size of the deal.
Make sure you make the team be the minimum needed for the task.
Don't have multiple BAs where one BAs job is to document requirements spit out by the first BA. And IMO QA teams are a waste since they are not fully integrated into the team (they pop in at the test time) and are not always in the loop on what they're testing and why.
Also be careful of paying for noobies on the project that are training on the platform and are low-skilled and doing menial tasks from the project.
Any be careful and watch for developers that are working on multiple projects at the same time, and hence yours may not be the most important (and the developer's time is not necessarily under the control of the engagement manager).
What makes you recommend away from companies offering a quick start package? I know my company is in the early stages of developing such a package.
It sounds like a great idea at first glance, but every company has their own ideas about what is great. Many companies are also using subpar developers who do not follow ServiceNow coding best practices and do not allow for any customization. No company truly has no processes in place with a budget like having ServiceNow needs where these work. With the nature of ServiceNow architecture changes, like the per application state models, it also make it extremely difficult to grow after the fact as a customer. One of these implementations almost immediately creates technical debt from day 1.
So you are suggesting the problem with ITSM quick-start packages are:
I don't quite understand your point about how such a quick-start application provides technical debt from day 1, unless it is a poorly implemented.
Personally, what I am finding is there is a bit of demand out there for such quick-start programs because a lot of clients out there indeed do not have the processes in place, but wish to adopt ServiceNow best practices (which are not set in stone, and many implementers can interpret them differently admittedly) and mold their processes around it, and then support it from there. So doing a traditional engagement with these clients I believe is less optimal than a quick-start engagement.
Hence why I was quite interested in seeing why you believe an ITSM quick-start package would be a bad idea, because I think it's a lot better than a traditional engagement where appropriate.
I agree, a lot of companies have no processes in place or they have those with huge gaps and they are very keen on idea of adapting ServiceNow simplified itil processes.
Usually they take ServiceNow approach and then customize it bit by bit by aligning to internal needs while keeping in mind the debt that will bring to future upgrades and features.