ServiceNow Partner

Segmentation Framework

June 9, 2022

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© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
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companies with which they are associated.
Table of Contents
ServiceNow Partner Segmentation Framework ....................................................................... 2
Segmentation ............................................................................................................................ 2
Segment Overview.................................................................................................................... 3
Partner Assessment Criteria ...................................................................................................... 3
Criteria Weighting and Axis Alignment .................................................................................. 4
Criteria Definitions...................................................................................................................... 6
Offering Development Maturity (ODM) - Y-Axis Criteria ...................................................... 6
Built on Now™ Apps ............................................................................................................... 6
Paid Apps/Integrations Built................................................................................................. 6
Customer Satisfaction (CSAT) Rating ................................................................................. 6
Security Certificates/Reports ............................................................................................... 6
Free Apps and Integrations ................................................................................................. 7
Developer Certifications ...................................................................................................... 7
Workflow Achievements ...................................................................................................... 7
4Cs Services Customer Success – Product Line Achievements...................................... 7
Internal Training Specialist .................................................................................................... 7
Deliver Certifications............................................................................................................. 8
Domain Separation Training ................................................................................................ 9
CSAT Survey Responses ........................................................................................................ 9
Sales and Pre-Sales Accreditations .................................................................................... 9
Systems Administrator Certifications................................................................................... 9
Go-to-Market Maturity (GTM) - X-Axis Criteria ..................................................................... 10
App Net New Logos ........................................................................................................... 10
App Annual Contract Value (ACV) YoY Growth ........................................................... 10
App Events ........................................................................................................................... 10
Net New Logos .................................................................................................................... 10
App Reviews ........................................................................................................................ 11
Customer Success Stories ................................................................................................... 11
Marketing Campaigns ....................................................................................................... 11
Completed Implementations ............................................................................................ 11
Sourced Deal Registrations................................................................................................ 12
Accelerated Deal Registrations ........................................................................................ 12
App Installs ........................................................................................................................... 12
App ACV .............................................................................................................................. 12
Sourced and Accelerated ACV ....................................................................................... 12
Accelerated ACV YoY Growth ......................................................................................... 13
Sourced ACV YoY Growth ................................................................................................. 13
Accelerated Total Contract Value (TCV) (Service Providers only) .............................. 13
Accelerated TCV YoY Growth (Service Providers only) ................................................ 13

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 Sourced TCV (Service Providers only) .............................................................................. 13
Sourced TCV YoY Growth (Service Providers only) ........................................................ 13
The 4Cs ...................................................................................................................................... 13
The 4Cs Criteria and Points ................................................................................................ 14
Sales Partners ....................................................................................................................... 14
Services Partners.................................................................................................................. 16
Service Provider Partners.................................................................................................... 19
Technology Partners ........................................................................................................... 20
Workflow Achievement Criteria and Points Chart (Services Partners Only) ................... 20

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© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
ServiceNow Partner Segmentation Framework
The Partner Segmentation Framework is ServiceNow’s methodology for assessing Participants,
identifying their respective strengths and opportunities, and providing them with coordinated,
multi-faceted support and benefits that align with those strengths.
Core to this Segmentation Framework is the reliance on lagging and leading assessment
indicators in a two-dimensional model. An array of criteria that measures our Participants’
offering development maturity (ODM) form the basis of measurement for the Y-axis, while a
separate set of criteria measure the Participants’ go-to-market maturity (GTM) along the X-axis.
This model is designed to not only respect the investments of Participants within the ServiceNow
ecosystem, but also to provide indicators of continued or, in some cases, strengthened business
alignment.

Segmentation
Various segments form the basis of the Partner Segmentation Framework, each designed to
encapsulate a cohort of Participants that share similar attributes; e.g., annual revenue, certified
resources, or breadth/depth of expertise. Each of these segments is vitally important to
ServiceNow, and each will enjoy benefits tailored to the Participants within that segment.

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© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Segment Overview
Table 1 below shows a breakdown of the quantitative thresholds used to define the Participant
cohorts for each Program Segment. Descriptions provide general characteristics that are
typically observed of partners within each of the segments.
Table 1- Quantitative Thresholds
Offering
Go-to-Market Maturity
Development
Segment Description (GTM) Minimum
Maturity (ODM)
(X-axis)
Minimum (Y-axis)
Entry segment for new Participants to
the ecosystem that have no
Registered measurable achievements within the N/A N/A
ecosystem or less than required for
any of the other segments
This segment would typically include
Participants that developed a 100 total points across 100 total points across
Specialist
practice aligned to 1 or 2 product ODM and GTM ODM and GTM
lines
This segment would typically include
Premier Participants that have developed 3 to 200 pts >0
4 practices aligned to product lines
This segment would typically include
Elite* Participants that have developed 5+ 400 pts 300 pts
practices aligned to product lines
*We also recognize an additional “Global Elite” Participant segment, which is available for Participants that
meet all of the Elite segment criteria and the following characteristics: deep industry domain expertise;
digital transformation skills, including business process re-engineering and organizational change
management; global scale; potential for and commitment to specified sales revenue achievement; and,
CEO-level commitment to a ServiceNow practice. The attainment of these characteristics is reviewed
annually.

Partner Assessment Criteria

The assessment criteria have been selected to specifically provide our ecosystem with
information about Participant qualities, characteristics and ServiceNow business achievements.
These criteria are intended to help Participants identify the activities, accomplishments and
commitments that demonstrate their level of ServiceNow investment, which are differentiators
for:
• Customers that are actively searching for an implementation/services Program Participant or
application
• ServiceNow Sales teams that need a Program Participant to fill an engagement gap or assist
with a prospect

These criteria are designed to provide well defined criteria and will allow for an open, consistent
and objective evaluation of all ServiceNow Partner Program Participants.

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Criteria Weighting and Axis Alignment
Weighting is used to increase or decrease the importance, based on historical program data, of
a given criterion within the group. While this weighting may change throughout the course of the
Program year, there may arise opportunities for Participants to earn bonus points for a specified
criterion for a defined time period. For more information regarding bonus points and
applicability, please see the Bonus Points section within the Partner Program Guide.
Specific criteria weighting (and axis placement) is outlined in Table 2, and unless otherwise
noted below, criteria points are calculated based on a rolling 365-day period:
Table 2 - Criteria Weighting and Axis Placement
Offering Development Maturity (ODM) Criteria (Y-axis) Weighting
Built on Now™ Apps (paid only; not free apps) 150 points each (300 max)
Paid Apps/Integrations Built* 100 points each (200 max)
100 points when average score is 4.0 or higher
Customer Satisfaction (CSAT) Rating
(5 survey minimum)
Security Certificates/Reports 25 points each (100 max)
Free Apps and Integrations* 25 points per free app/integration (100 max)
Developer Certifications* 25 points (100 max)
20 - 45 points (varies by workflow achieved)
Workflow Achievements* See Table 12 - Workflow Achievement Criteria
and Reward Chart (Services Partners Only)
10 - 20 points (varies by Product Line) See
4Cs Services Customer Success – Product Line
Table 8 - 4Cs Customer Success - Services -
Achievements
Qualified Applications by Product Line
Internal Training Specialist* 5 points each (50 max)

Deliver Certifications* (achievement of a Suite

2 points each, 1 point each Suite cert (150
Certification results in 1 additional point –- click here for
max)
information)

Domain Separation Training 2 points each (100 max)

CSAT Survey Responses 2 points each
Sales and Pre-Sales Accreditations* 2 points each (100 max)
Systems Administrator Certifications* 2 points each (50 max)
*Rolling 365-day period does not apply.

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© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Table 2 - Criteria Weighting and Axis Placement (continued)
Go-to-Market Maturity (GTM) Criteria* (X-axis) Weighting
App Net New Logos 40 points each (200 max)
App Annual Contract Value (ACV) YoY Growth 20 points per percentage of growth (150 max)
App Events* 20 points each
Net New Logos 10 points each
App Reviews** 5 points each (150 max)
Customer Success Stories 5 points each (100 max)
Marketing Campaigns 5 points each (50 max)
Completed Implementations 4 points each
Sourced Deal Registrations*** 3 points for each approved Deal Registration
Accelerated Deal Registrations*** 1 point for each approved Deal Registration
2 points per install (points provided on the first install,
App Installs
and not on renewal/version updates) (50 max)
1 point per $100K (x50 ACV dollar multiplier for every
App ACV
first purchase of new app)
1 point per $50K (double points for sales in
Accelerated ACV
Developing**** Markets)
1 point per percentage of growth (years 2-3)
Accelerated ACV YoY Growth 2 points per percentage of growth (years 3+)
(100 cumulative max)
1 point per $25K (double points for sales in
Sourced ACV
Developing**** Markets)
2 points per % of growth (years 2-3)
Sourced ACV YoY Growth 4 points per % of growth (years 3+)
(100 cumulative max)
Accelerated Total Contract Value (TCV) (Service 1 point per $250K (double points for sales in
Providers only) Developing**** Markets)
1 point per percentage of growth (years 2-3)
Accelerated TCV YoY Growth (Service Providers
2 points per percentage of growth (years 3+)
only)
(100 cumulative max)
1 point per $100K (double points for sales in
Sourced TCV (Service Providers only)
Developing**** Markets)
2 points per % of growth (years 0-3)
Sourced TCV YoY Growth (Service Providers only) 4 points per % of growth (years 3+)
(100 cumulative max)
*Participants in the ServiceNow Public Sector Partner Program will receive increased points (a “boost”) for achievements on the
GTM Maturity Criteria. The boost will apply to all GTM criteria (except Application Reviews, App Events, and Deal Registrations);
this boost is an additional 100% of the value of the points for achievements in the Public Sector market only.
**Rolling 365-day period does not apply.
***Deal Registrations submitted by Participants for opportunities in the public sector are not eligible for points. In the preceding
sentence, “public sector” refers to opportunities involving any federal, state, or local governments regardless of jurisdiction
(including all quasi-governmental entities, public institutions, and wholly or partially government-owned entities or
instrumentalities).
****Refer to the “Mature Versus Developing Markets” section of the Program Guide located here.

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Criteria Definitions
Points are awarded when the Participant meets the minimum requirements across specific
criteria as defined below.

Offering Development Maturity (ODM) - Y-Axis Criteria

Built on Now™ Apps

The Built on Now designation recognizes applications that have incorporated best practice
technology design considerations as part of the application development and, equally
important, been developed natively on the ServiceNow platform. This native development
improves the overall seamlessness of the customer experience. Points are awarded for paid Built
on Now apps only, and not for free Built on Now apps.

Paid Apps/Integrations Built

Technology Program Participants earn points per paid, native application that is published (and
maintained) in the ServiceNow Store.

Customer Satisfaction (CSAT) Rating

The CSAT rating is calculated based on the following criteria, measured over a rolling 365-day
period:
• The survey score is from a registered Participant’s direct deployment or recognized
subcontracting engagement.

• CSAT survey scores from deployments where the Participant is subcontracting for
ServiceNow or another Participant will apply based on meeting thresholds outlined in the
Services Partner Program Module Sub-Guide (Subcontracting Recognition section).

• The survey is from a Participant’s direct deployment or recognized subcontracting

engagement that was completed within the past 365 days.

• The state of the survey is closed. All responses have been received, or the CSAT survey
period is completed.

• Please refer to the Deployment Registration and Survey Process for additional details

Security Certificates/Reports
ServiceNow continuously seeks to improve the security posture of the ecosystem served by the
Now Platform®, whether through implemented security controls governing its software,
leveraging third-party security audits or continuous monitoring of threat vectors. In support of this
effort, the Program recognizes and showcases select (see below) security certificates earned by
Participants, with these active certificates also receiving Program points. Partners will receive
points for the security certificate(s)/report(s) as long as they are valid; once the security
certificate(s)/report(s) expire, the points will no longer be awarded. Certificate renewals must be
submitted prior to expiration date to avoid a negative points impact. Click here for more
information. The security certificates currently eligible for program recognition are:
1. Federal Risk and Authorization Management Program (FedRAMP certificate)
2. System and Organization Controls (SOC 1 report)
3. System and Organization Controls (SOC 2 report)

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© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 4. International Organization for Standardization (ISO 27001 certificate)
5. International Organization for Standardization (ISO 270017 certificate)
6. International Organization for Standardization (ISO 270018 certificate)
7. International Organization for Standardization (ISO 9001 certificate)

Free Apps and Integrations

Points are awarded for each free app or integration that is published to the ServiceNow Store.

Developer Certifications
Participants can accrue points for active users who have obtained the Application Developer
certifications which have not expired.

Workflow Achievements
See Table 12 - Workflow Achievement Criteria and Reward Chart (Services Partners Only).

4Cs Services Customer Success – Product Line Achievements

The Customer Success designation for Services Participants, often referred to as a Product Line
Achievement (PLA), is intended to identify those Participants who have demonstrated a
measurable depth of experience within a specific product line and track record of delivering
great customer experiences.
• Product Line Achievements are attained when a Partner meets the criteria for 4Cs
Customer Success as a Services Participant.
• Product Line Achievements are only available for Services Participants.
It is the Participant’s responsibility to understand what qualifications, accreditations, or
certifications are applicable to each product line. For a list of available product line
achievements, the applicable certifications, and qualified products, review The 4Cs Criteria and
Points section of this document.

Internal Training Specialist

ServiceNow Participants with a minimum of Specialist level in the Services or Service Provider
Programs are eligible to apply for authorization to deliver training internally in their organizations
as an Internal Training Specialist. More information can be obtained by contacting
pts@servicenow.com. Additional details follow:
• Points are awarded for each Internal Training Specialist (instructor) within a Participant’s
organization who has achieved this designation.
• Internal Training Specialists do not have to be Authorized Training Partners, and are not
considered Authorized Training Partners unless they have applied to, and been
approved in, the ServiceNow Authorized Training Program, which is a separate
ServiceNow partner program.
• Participants who are Authorized Training Partners, even if approved in the Services or
Service Provider Programs, will NOT earn program points unless they are also approved to
deliver training internally in their own organizations as an Internal Training Specialist.

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companies with which they are associated.
Deliver Certifications
Participants can accrue points for active users who have obtained the Deliver and Suite
certifications which have not expired. Eligible Deliver, as well as Suite Certifications, are listed in
Table 3 and Table 4.
Table 3 - Eligible Deliver Certifications

Eligible Deliver Certifications

Certified Implementation Specialist - Customer Service Management

Certified Implementation Specialist - Human Resources

Certified Implementation Specialist - Software Asset Management

Certified Implementation Specialist - Hardware Asset Management

Certified Implementation Specialist - Application Portfolio Management

Certified Implementation Specialist - Project Portfolio Management

Certified Implementation Specialist - Discovery

Certified Implementation Specialist - Event Management

Certified Implementation Specialist - Service Management

Certified Implementation Specialist - IT Service Management

Certified Implementation Specialist - Risk and Compliance

Certified Implementation Specialist - Vendor Risk Management

Certified Implementation Specialist - Vulnerability Response

Certified Implementation Specialist - Security Incident Response

Certified Implementation Specialist - Cloud Provisioning and Governance

Certified Implementation Specialist - Service Mapping

Certified Master Architect

Certified Technical Architect

Table 4 - Eligible Suite Certifications

Eligible Suite Certifications

CSM Professional Suite Certification

HR Professional Suite Certification

ITSM Professional Suite Certification

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Domain Separation Training
Participants approved in the Service Provider Partner Program who complete the Service
Provider Essentials learning path in Now Learning will earn partner program points. The learning
path must be enrolled in in order to earn credit; completion of each course individually without
registering for the learning path will not be counted.

CSAT Survey Responses

Two points are awarded for each CSAT response from the total number of surveyed
deployments with an end date over a rolling 365-day lookback period. The survey record must
be in a closed state to accrue points. The Participant assumes responsibility for ensuring all survey
contacts have granted permission to be surveyed by ServiceNow.

Sales and Pre-Sales Accreditations

To achieve either a Sales or Pre-Sales accreditation, ServiceNow first requires the completion of
prerequisite courses that always precede the Sales and/or Pre-Sales product/solution
specializations and new release materials in each learning path. In Now Learning, they will
appear as the first course offerings in each listed path. These required modules provide valuable
and needed information on ServiceNow, our programs, our corporate strategy, how to position
ServiceNow, and much more. As required, the Participant must first complete these “core”
courses at least once to eventually earn the specific accreditation (in either Sales or Pre-Sales).
Each Sales path has the same group of “core” courses; and every Pre-Sales path has the same
“core” courses (slightly different from Sales). It is important to note that the Participant only
needs to take these prerequisite courses one time.
Once the Participant completes the prerequisite Sales or Pre-Sales offerings, they must then
complete the balance of the product/solution path to earn the chosen Sales or Pre-Sales
accreditation. More specifically, the Participant must complete at least one of the Sales Solution
Specialization learning paths to achieve the Sales Accreditation and, as applicable, at least one
of the Pre-Sales Solution Specialization learning paths to achieve the Pre-Sales Accreditation.
Once again, if the Participant chooses to pursue additional accreditations, the already-
completed Sales or Pre-Sales “core” courses are accredited to that subsequent path.
Participants can accrue points for active users who have attained the Sales and Pre-Sales
accreditations within the desired ServiceNow product line. In addition, completion of the sales
accreditation “Partner Shark Camp,” which is available for registration in Now Learning, will also
receive credit. Please note that accreditation path content is constantly being updated. To
retain current accreditations, Partners must complete all new material assigned to remain
current and active. If they do not do so within the time period allotted, then the Sales or Pre-
Sales accreditation will expire.

Systems Administrator Certifications

Participants can accrue points for active users who have obtained the System Administrator
certifications which have not expired.

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companies with which they are associated.
Go-to-Market Maturity (GTM) - X-Axis Criteria
Note: Annual Contract Value (ACV) is measured by the total Net-New subscription ACV including:
• Successful completion of resale and referral sales of products eligible for resale by Participants.
• Purchases for internal use.
• Influence (as defined in the Deal Registration Terms and Conditions) of a subscription sale.

ACV points are calculated based on a rolling 365-day period. In addition, the following criteria shall
apply:
• Existing contract ACV upon renewal and Customer Outcomes engagements will not be counted
toward Participant’s ACV.
• Revenue in USD shall be measured as the equivalent value in local currency at deal close date,
as applicable to the Participant.
Sourced defined: Any opportunity created from an approved Deal Registration, a Partner's own use,
or AppStore and OEM.
Accelerated defined: Any opportunity with Partner engagement that does not meet the definition of
Sourced (not created by Deal Registration, not for partner's internal use, not AppStore or OEM).

App Net New Logos

App Net New Logos is a measurement of distinct new customer purchases/downloads of a paid
native app from the ServiceNow Store. Participants do not get App Net New Logo credit for a
sale to an affiliate of an existing ServiceNow customer.

App Annual Contract Value (ACV) YoY Growth

App ACV YoY Growth is a measurement of Participant ServiceNow Store ACV revenue as a
comparison to the previous year for Net-New ACV for ServiceNow Store sales attributed to sales
of Participant’s applications. A minimum of 24 months of ACV data is required to achieve points
in this category.

App Events
Technology Program Participants earn points per application-related event they host for their
app that is published on the ServiceNow Store during the assessment period within the past
rolling 365 days.

Net New Logos

A Net-New Customer Logo is achieved when a Participant successfully completes a sale of a
subscription to a ServiceNow enterprise offering with at least one production instance for dollars
that count towards the Participant’s ACV. The sale must be to a Net-New ServiceNow customer
as identified as a new logo-eligible account in the Partner Portal. Participants do not get Net-
New Customer Logo credit for a sale to an affiliate of an existing ServiceNow customer, even if
the sales conclude at the same time. For Technology Program Participants, this also includes
initial purchase by a customer of an OEM version of the Partner’s application. Please note that
neither purchases of ServiceNow Store versions of the Partner’s application nor upsells count
towards these criteria.
New logos continue to fuel ServiceNow’s growth trajectory to $15B and beyond. Our focus is on
landing the right new logos that will grow NNACV and scale with the ServiceNow platform. As
such, we are asking Partners to focus on Commercial, Enterprise, Large Enterprise and Very

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Large Enterprise-eligible new logo accounts, and only Small and Medium-sized Business (SMB)-
eligible new logo accounts that have more than $100K in NNACV.

App Reviews
Technology Program Participants receive points for application reviews that are submitted by
their application customers. Customers can write a review only after they have purchased an
application.

Customer Success Stories

Participants achieve success throughout the year and have an opportunity to share customer
sales or implementation success stories with ServiceNow. A customer success story is submitted
by a Participant who describes a closed opportunity sales engagement, ServiceNow Store
transaction, or a product deployment where a Participant overcame challenges to land,
expand, or retain a ServiceNow customer.
For example, the customer success story could include:
• Bringing a Net-New customer to ServiceNow
• Upselling or cross-selling to dramatically increase subscription licenses
• Overcoming issues to retain a customer
• Successfully selling ServiceNow over the competition
• Another significant differentiator that drove customer success

Customer success stories should be submitted using the online form provided on the ServiceNow
Partner Portal. Submissions are evaluated internally by ServiceNow for product sales, services,
applications or marketing trends. Once approved by ServiceNow, Customer success stories that
include a referenceable customer, and with appropriate customer permissions, may be shared
either internally or externally (or both), depending on the messaging involved. This is done at the
sole discretion of ServiceNow.

Marketing Campaigns
For Participants who don’t have the resources or content to execute an effective marketing
campaign to advertise their ServiceNow offerings, or for those Participants who prefer to use
ServiceNow’s content, ServiceNow provides Participants a curated library of marketing materials
across our product lines via the ServiceNow Partner Marketing Center. With these resource,
Participants can access and customize pre-built demand-generation content and run
integrated marketing campaigns that give them a head start in a competitive market. When a
partner marketing campaign using ServiceNow Partner Marketing Center materials results in a
lead that then becomes a registered and approved deal, Participants are eligible to earn
Program points. For more information, click here.

Completed Implementations
Registration of a customer implementation or deployment is required to ensure a consistent and
high-quality ServiceNow customer experience.
Participants are required to register all their deployments, except when the Participant is
subcontracting for ServiceNow. Failure to register may result in loss of Product Line
Achievements, Workflow Achievements, and Program membership.
Participants must identify if they are the Prime or the Subcontractor for the Participant-led
deployment during the registration process. All customer engagements must be registered with
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© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
the signature page of a statement of work (SOW), a work order, a purchase order, customer
email, or other formal written confirmation of a business relationship between the Participant
and the customer.
Registered deployments apply towards the Completed Implementation points if they meet the
following criteria:
• The deployment is a Participant-direct deployment or subcontracting engagement that
meets the subcontracting recognition thresholds outlined in the Services Partner Program
Module Sub-Guide (Subcontracting Recognition section) and
• The deployment state equals “Completed” and
• The end date of the deployment is within the past 365 days and
• The deployment is eligible for survey. Deployments which are not surveyed (e.g., Support,
Training, Remote Admin, Other) do not qualify for Completed Implementation points.
The Partner assumes responsibility for ensuring all survey contacts have granted permission to be
surveyed by ServiceNow.

Sourced Deal Registrations

Sourced deal registrations are sales leads that are submitted and approved through
ServiceNow’s Partner Deal Registration process and create a net new opportunity that did not
already exist. Deal Registrations are reviewed and evaluated according to published Deal
Registration guidelines published here.

Accelerated Deal Registrations

Accelerated Deal Registrations are sales leads that are submitted and approved through
ServiceNow’s Partner Deal Registration process and are attached to an existing opportunity.
Deal Registrations are reviewed and evaluated according to published Deal Registration
guidelines published here.

App Installs
Technology Program Participants receive points for validated installs of their active, paid and
free apps in customers’ production environments. App Install points are awarded only on the first
install, and not on renewals or version updates.

App ACV
Net new ACV is the amount due to ServiceNow as part of the revenue sharing arrangement.
Customers may either be new or existing ServiceNow customers who obtain and are shown to
be active App users. The amount of net new ServiceNow Store ACV is reviewed every quarter.

Sourced and Accelerated ACV

Any Net-New ACV for ServiceNow opportunities to which the Participant is attached in a Sales
capacity, or has been credited as bringing to ServiceNow, will apply. Net-New ACV is achieved
when a Participant successfully completes a sale of a subscription to a ServiceNow enterprise
offering, with at least one production instance for dollars that count towards the Participant’s
ACV, and such sale is to a net-new ServiceNow customer with a unique Global Ultimate Duns &
Bradstreet (GULT DUNS) number. Participants do not get Net-New ACV credit for a sale to an
affiliate of an existing ServiceNow customer, even if the sales conclude at the same time.

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Accelerated ACV YoY Growth
Measurement of Participant accelerated ACV as a comparison to the previous year for Net-
New ACV for ServiceNow opportunities to which the Participant is attached in a Sales capacity.
A minimum of 24 months of ACV data is required to achieve points in this category.

Sourced ACV YoY Growth

Measurement of Participant-sourced ACV as a comparison to the previous year for Net-New
ACV for ServiceNow opportunities to which the Participant is attached in a Sales capacity. A
minimum of 24 months of ACV data is required to achieve points in this category.

Accelerated Total Contract Value (TCV) (Service Providers only)

The total value of the full subscription term paid by a Customer (e.g., three (3) year value) for
accelerated opportunities to which the Participant is attached in a Service Provider capacity
will apply.

Accelerated TCV YoY Growth (Service Providers only)

Measurement of Participant accelerated TCV as a comparison to the previous year for Net-New
TCV for ServiceNow opportunities to which the Participant is attached in a Sales capacity. A
minimum of 24 months of TCV data is required to achieve points in this category.

Sourced TCV (Service Providers only)

The total value of the full subscription term paid by a Customer (e.g., three (3) year value) for
sourced opportunities to which the Participant is attached in a Service Provider capacity, or has
been credited as bringing to ServiceNow, will apply.

Sourced TCV YoY Growth (Service Providers only)

For Participants enrolled in the Service Provider Program, this is a measurement of Participant-
sourced TCV as a comparison to the previous year for Net-New TCV for ServiceNow
opportunities to which the Participant is attached in a Sales capacity. A minimum of 24 months
of TCV data is required to achieve points in this category.

The 4Cs
ServiceNow’s 4Cs recognizes Participants in good standing in the Sales, Services, Service Provider
and Technology Partner Programs by identifying the breadth and depth of ServiceNow-enabled
solutions with associated practices and managed service offerings. It contributes towards
Offering Development Maturity (ODM) in the Partner Segmentation Framework. It is an indicator
of Partners who consistently deliver specific and measurable customer outcomes. A Partner who
participates in multiple programs will be evaluated for each program individually. Each program
has its own defined criteria. All criteria are assessed during the standard assessment window of
the past 365 days, unless otherwise noted.

The 4Cs are designed for companies that:

• Drive sales of the ServiceNow platform, including sales deal referrals, resale of commercially
available products or packaged services for a customer’s own internal use, outsourcing, or
offering domain-separated Service Provider solutions.
• Deliver implementations for the ServiceNow platform, including consulting, outsourcing,
subcontracting, or custom application development.

13
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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
• Build and sell applications or integrations for the Now Platform, including (but not limited to)
independent software vendors (ISVs).
The 4Cs consist of Committed Capacity, Competency, Customer Success and Capability. The
4Cs categories are hierarchical, where the first category — Committed Capacity — is a
prerequisite for the second — Competency. Competency is a prerequisite for Customer Success,
and Customer Success is a prerequisite for Capability. In order to attain the Customer Success
designation, a Partner must first attain Committed Capacity and Competency.
• Committed Capacity is a Partner’s historical performance against a mutually agreed to
certification commitment plan. Partners can commit to attaining a predetermined number
of specific certifications per quarter. Partners who achieve their commitments for the last four
(4) full quarters will achieve the Committed Capacity designation for that product line.
• Competency recognizes a Partner’s attainment of the predetermined number of
certifications and/or accreditations.
• Customer Success is the demonstrated success in delivering solutions and exceptional
customer experiences.
• Capability is uniquely constructed to recognize partners who fully embrace the Now Value
Methodology and have differentiating Domain Experience. Domain Experience allows
Partners to share artifacts that can describe their unique and differentiating capabilities. The
artifacts can be used by ServiceNow to match a Partner more closely to a customer with
targeted needs.
Participants who fail to maintain criteria compliance will retain the 4Cs status for 90 days, after
which time the status will be forfeited, unless otherwise noted.
Participants who attain the Customer Success designation as a Services Partner may be
showcased more prominently in results lists than Participants not meeting these criteria within
Partner Finder.

The 4Cs Criteria and Points

See below — by Program Module — the 4Cs criteria and any applicable points. The number in
the Certifications or Accreditations column represents the prerequisite number of certifications
required to attain the competency designation for each of the four program types. Sales and
Services are assessed and attained by each individual product line.

Sales Partners
4Cs Competency - Sales
Table 5 - 4Cs Competency - Accreditations - Sales

Product Line Accreditations Quantity

Partner Pre–sales Specialization:
App Engine 4
Creator Workflow
Partner Sales Specialization: Creator
App Engine 4
Workflow

Partner Pre-sales Field Service

Customer Service Management 2
Management (FSM) Specialization
Partner Pre-Sales Specialization:
Customer Service Management 4
Customer Service Management

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 Product Line Accreditations Quantity
Partner Sales Field Service
Customer Service Management 2
Management (FSM) Specialization
Partner Sales Specialization:
Customer Service Management 4
Customer Service Management

Partner Pre-Sales Specialization: HR

HR Service Delivery 4
Service Delivery
Partner Sales Specialization: Human
HR Service Delivery 4
Resources Service Delivery

Partner Pre-Sales Specialization: IT

IT Asset Management 4
Asset Management (ITAM)
Partner Sales Specialization: IT Asset
IT Asset Management 4
Management (ITAM)

Partner Sales Specialization: Strategic

Strategic Portfolio Management 4
Portfolio Management
Partner Pre-sales Specialization:
Strategic Portfolio Management 4
Strategic Portfolio Management

Partner Pre-Sales Specialization: IT

IT Operations Management 6
Operations Management
Partner Sales Specialization: IT
IT Operations Management 6
Operations Management

Partner Pre-Sales Specialization: IT

IT Service Management 8
Service Management
Partner Sales Specialization: IT Service
IT Service Management 8
Management

Integrated Risk Management

Partner Pre-Sales Specialization:
[formerly Governance, Risk and 4
Governance, Risk & Compliance
Compliance]

Integrated Risk Management

Partner Sales Specialization:
[formerly Governance, Risk and 4
Governance, Risk & Compliance
Compliance]

Partner Pre-Sales Specialization:

Security Operations 4
Security Operations
Partner Sales Specialization: Security
Security Operations 4
Operations

4Cs Customer Success – Sales

The Customer Success designation for Sales Participants identifies those Participants who have
developed extensive sales experience within a specific product line. The designation is attained
when a Participant meets or exceeds the minimum accelerated and sourced ACV for a
product line in addition to all 4Cs prerequisites.

15
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© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Table 6 - 4Cs Customer Success - Sales - Minimum Accelerated and Sourced ACV

Minimum Accelerated and

Product Line
Sourced ACV ($ USD)
Customer Service Management $4M
HR Service Delivery $4M
IT Asset Management $2M
Strategic Portfolio Management $2M
IT Operations Management $5M
IT Service Management $10M
App Engine $2M
Risk $2M
Security Operations $2M

Services Partners
4Cs Competency - Services
Table 7 - 4Cs Competency - Services - Certifications

Product Line Certification Quantity

ServiceNow Certified Application
App Engine 4
Developer

Certified Implementation Specialist –

Customer Service Management 2
Field Service Management
Customer Service Management Suite Certification – CSM Professional 4

Integrated Risk Management

Certified Implementation Specialist –
[formerly Governance, Risk and 3
Risk and Compliance
Compliance]
Integrated Risk Management
Certified Implementation Specialist –
[formerly Governance, Risk and 1
Vendor Risk Management
Compliance]
Integrated Risk Management
Micro–Certification – Business
[formerly Governance, Risk and 2
Continuity Management
Compliance]

HR Service Delivery Suite Certification – HR Professional 4

Certified Implementation Specialist –

IT Asset Management 4
Software Asset Management
Certified Implementation Specialist –
IT Asset Management 2
Hardware Asset Management

Certified Implementation Specialist –

Strategic Portfolio Management 2
Application Portfolio Management
Certified Implementation Specialist –
Strategic Portfolio Management 4
Project Portfolio Management

16
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© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 Product Line Certification Quantity
Micro–Certification – Agile and Test
Strategic Portfolio Management 4
Management Implementation

Certified Implementation Specialist –

IT Operations Management 1
Cloud Management
Certified Implementation Specialist –
IT Operations Management 3
Discovery
Certified Implementation Specialist –
IT Operations Management 3
Event Management
Certified Implementation Specialist –
IT Operations Management 3
Service Mapping
-
IT Service Management Suite Certification – ITSM Professional 6

Certified Implementation Specialist –

Security Operations 2
Security Incident Response
Certified Implementation Specialist –
Security Operations 2
Vulnerability Response

4Cs Customer Success – Services

The Customer Success designation for Services Participants, often referred to as a Product Line
Achievement (PLA), is intended to identify those Participants who have demonstrated a
measurable depth of experience within a specific product line and track record of delivering
great customer experiences. The Customer Success designation is attained when Partners:
1. Meet all 4Cs prerequisites as defined for Services partners.
2. Have deployed at least 3 qualified deployments including one or more qualified
applications (detailed in Table 8 - 4Cs Customer Success - Services - Qualified Applications
by Product Line) as the prime Partner within the product line and receive an engagement
survey response from one (1) executive sponsor or two (2) responses from any combination
of respondent roles.
3. Maintain an average overall experience score (CSAT) of 4.0 or higher across all qualified
product line deployments.

17
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© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Table 8 - 4Cs Customer Success - Services - Qualified Applications by Product Line
Customer Human
Integrated Risk IT Asset
Service Resources
App Engine Management Management
Management Service
(IRM) (ITAM)
(CSM) Delivery (HR)
• Now Platform – • Customer • Advanced Audit • Basic Case • Software Asset
App Engine Service Management Management Management
• App Engine for Management • Advanced Risk • Case and • Hardware Asset
CSM • Field Service Management Knowledge Management
• App Engine for Management • Audit Management
ITSM Management • Employee
• App Engine v2 • Business Document
Continuity Management
Management • Employee
• Business Service
Continuity Center
Planning • Enterprise
• Business Impact Onboarding
Analysis and Transitions
• Crisis
Management
• Governance, Risk
and Compliance
• Policy and
Compliance
Management
• Regulatory
Change
Management
• Risk Management
• Table-top Exercise
Management
• Vendor Risk
Management
Strategic
IT Operations IT Service
Portfolio Security
Management Management
Management Operations
(ITOM) (ITSM)
(SPM)
• Application • Cloud • Change • Application
Portfolio Management Management Vulnerability
Management. • Discovery • Incident Response
• Demand • Event Management • Configuration
Management Management • Problem Compliance
• Project Portfolio • ITOM Health Management • Orchestration
Management • Request for Security
• ITOM
• Resource Optimization Management • Security
Management • ITOM Visibility • Service Catalog Incident
• Scaled Agile Response
• Operational
Framework Intelligence • Vulnerability
Response
• Service
Mapping

18
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© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Table 9 - Points Awarded - 4Cs Customer Success - Services - Product Line Achievements

Points awarded - 4Cs Customer Success –

Services - Product Line Achievements
Product Points

App Engine 10

Customer Service Management

20
(CSM)

Integrated Risk Management (IRM) 10

Human Resources Services Delivery

20
(HR)

IT Asset Management (ITAM) 10

Strategic Portfolio Management

10
(SPM)

IT Operations Management (ITOM) 20

IT Service Management (ITSM) 20

Security Operations 10

Service Provider Partners

4Cs Competency – Service Provider
Table 10 - 4Cs Customer Success - Service Provider - Certifications

Product Line Certification Quantity

Automation Engine Micro-Certification – Automated Test Framework 4

Automation Engine Micro-Certification – Integration Hub 4

IT Service Management Micro-Certification – CMDB Health 4

IT Service Management Micro-Certification – Configure the CMDB 4

Platform Micro-Certification – Flow Designer 4

Platform Micro-Certification – Service Portal 2

Platform ServiceNow Certified Application Developer 4

Platform ServiceNow Certified System Administrator 4

Certified Implementation Specialist – Service
Platform 4
Provider

19
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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
4Cs Customer Success – Service Provider
The Customer Success designation for Service Provider Participants identifies those Participants
who have developed extensive expertise as a managed service provider. The designation is
attained when a Participant meets or exceeds an average 8.0 of all NPS scores from the
Participant’s end customer, in addition to all 4Cs prerequisites.

Technology Partners
4Cs Competency – Technology
Table 11 - 4Cs Competency - Technology

Product Line Certification Quantity

ServiceNow Certified Application
Platform 2
Developer

4Cs Customer Success – Technology

The Customer Success designation for Technology Participants identifies those Participants who
have extensive experience with the development of applications on the ServiceNow platform.
The designation is attained when a Partner meets or exceeds the following criteria:
1. Meet all 4Cs prerequisites as defined for Technology Participants.
2. Minimum of ten (10) ServiceNow Store reviews for a paid non-integration application.
3. Maintain average of 4.0 or better of all ServiceNow Store reviews for a paid non-integration
application.
4. Maintain one hundred (100) active production deployments on current customer instances
for a paid non-integration application.

Workflow Achievement Criteria and Points Chart (Services Partners Only)

Workflows are families of specific Product Lines designed to support core business functions.
Participants can earn Workflow achievements, and badges, by achieving the following:
­ All 4Cs Customer Success Designations for Services Participants (Product Line
Achievements) within each defined Workflow)(see Table 12 below).
­ Only Participants who meet the required Workflow criteria will be published for the
Workflow in Partner Finder; Partners meeting Workflow criteria will be displayed most
prominently in Partner Finder results.
­ Points are awarded for achievement of each specific Workflow.
­ Participants who fail to maintain the criteria compliance for 4Cs Customer Success for
Services Partners will retain the PLA for 90 days, after which the status will be forfeited,
unless otherwise noted.

20
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© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Table 5 - Workflow Achievement Criteria and Reward Chart (Services Partners Only)

Disclaimer: The information contained in this document is provided as-is by ServiceNow for the
convenience of Partners and shall not be considered legally binding. Partners should review,
and each Partner’s participation in any programs shall be governed by, the terms and
conditions set forth in a Partner’s partner agreement and the applicable program guide.

21
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© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.