Knowledge 2022: ServiceNow Focused on Partner Experience to Drive Growth

At this week’s Knowledge 2022 conference, ServiceNow said it wants to transform the partner experience as partners are the key to it reaching its ambitious revenue goals.

ServiceNow CEO Bill McDermott said the company now expects to hit $11 billion in revenue by fiscal year 2024. That’s higher than the $10 billion he previously anticipated.

ServiceNow also expects to reach $16 billion in revenue by fiscal year 2026. That’s up from the prior estimate of $15 billion.

At Knowledge, ServiceNow introduced its new Procurement Service Management (PSM) solution to help transform procurement across the enterprise. It aims to speed up delivery times for easier sourcing tasks through digitization and self-service.

Among the thousands of ServiceNow partners are global systems integrators like Accenture and Deloitte, regional players, technology partners such as Microsoft and Trend Micro, and service providers.

Erica Volini is ServiceNow’s senior vice president of partner go-to-market (GTM) operations. She said ServiceNow has seen an uptick in managed services.

ServiceNow’s Erica Volini

“We’re seeing more and more partners who are using the ServiceNow platform to be able to deliver their managed services,” she said.

Evolving GTM Strategy

Volini said she joined ServiceNow after 23 years as a senior partner at Deloitte. She did so because ServiceNow wanted to evolve its GTM strategy with partners.

“If you think about how we work with partners, it’s in a very traditional what we call a co-sell, co-deliver model where we have an opportunity – of course we want a partner working with us on the opportunity – and we want to work with them on then implementing once we win the deal,” she said. “As we try to expand to be a true enterprise platform company, and we want to deal with significant business issues and business imperatives like environmental, social and governance (ESG) or global business services (GBS) or risk across buyers, we need partners to actually co-create the market with us. And when I say co-create, that means we need to marry the partners’ thought leadership, the partners’ IP, the partner sales motions around transformation alongside the power of our platform to help educate the market on what ServiceNow can do.”

ServiceNow is much bigger than an IT operations platform, Volini said.

“We’re selling employee experience, customer experience, automating, low-code/no code and we can’t educate the market on our own,” she said. “We need our partner ecosystem to do that. They’re in the best position to do it.”

Scroll through our slideshow above for a Q&A with Volini and more from Knowledge 2022.