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How one Aussie partner is building a business on ServiceNow

James Henderson | June 27, 2017
As customer edge towards a cloud-first mentality, ARN explains why ValueFlow is aligning with a SaaS pioneer in Australia.

Specifically, ValueFlow provides ServiceNow expertise around roadmap building, customer care, application development, health checking of solutions and implementation.

For Favelle, the core reason ValueFlow became a ServiceNow partner was because of the “breadth and depth” of IT management functionality available out of the box.

And as the vendor continues to invest in key areas of the IT operating model, including emerging cloud orchestration, DevOps and agile, Favelle invests alongside, building out a technical team of engineers.

“We’ve built out our technical capabilities so that we are end-to- end,” he explained. “We have to provide the technical piece of the puzzle because if we had to back-end it with another technical supplier it would be complicated.”

As a cloud-based enterprise service management, ServiceNow delivers solutions to high-tech companies across the globe.

Closer to home, the vendor was selected by the NSW Department of Finance, Services and Innovation (DFSI), in conjunction with UXC Keystone, to provide the primary platform for the NSW Government’s new GovDC Marketplace in August 2016.

High-profile customer wins and service provider investments alike are ongoing indicators that ServiceNow’s growth as a platform vendor looms large across the channel.

“40 per cent of the work week is spent doing low value, manual and administrative functions,” ServiceNow partner and alliances director Australia and New Zealand (A/NZ) Brent Paterson said. “We’re bringing intelligent automation to combat this challenge for customers.

“When you talk about engagement with customers in the cloud era, it’s around agility. If you have an advisory or consultancy then you also need to be the implementer and the manager of that solution.

“There’s continual improvement that ValueFlow will take the customer through and if you’re in the business and providing that development, it’s true value-add.

“The old model used to be about coming back to the customer three years later, whereas we provide two upgrades a year on our platform. So, at the end of the typical three-year legacy deal, we’ve offered six updates for the customer to take advantage of.”

As an emerging force in the cloud market, and a company trying to reform market perception from an ITSM vendor to a platform vendor, high-profile partners and use cases are critical to inserting ServiceNow into large-scale cloud deployment discussions.

“The velocity of change is something that I’ve not seen before,” Favelle said. “The business transformation coming alongside ServiceNow has arrived earlier than I expected because the quality of the platform is attracting new users.”


Building a channel

Since surpassing US$1 billion in revenue in 2015, ServiceNow holds bold ambitions for the future, aiming to quadruple that figure by 2020.

To realise such ambitions, the vendor is building a channel capable of generating cloud growth at a rapid rate, recruiting partners specialising in new ways of working.


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