NewRocket’s Technology Practice recently earned a stellar 4.6/5 score in the ServiceNow Partner Success Review and was recognized as the only ITOM Health validated practice in North America—an honor shared by only one other partner globally. A total of 9 validated practice badges were awarded by ServiceNow, which also included APM, where NewRocket was recognized as 1 of 2 North America Partners to achieve this. These achievements highlight the practice’s commitment to excellence and strategic growth under Teresa Purdy’s leadership.

ServiceNow’s Partner Success Team expressed their appreciation for the practice’s leadership, vision, and well-structured approach, noting that it is the largest practice within the company. The review emphasized the thorough and specialized interview process that targets key skills, alongside well-defined capability job descriptions and a structured promotion matrix based on competency levels. This comprehensive approach ensures that each team member not only meets but exceeds expectations, driving quality and efficiency across the board.

The strong partnership between Sales and the Technology Practice was another area of praise, with ServiceNow describing it as exceptionally mature. The synergy between these teams has created a culture where practice capability leadership is felt at every level, and the focus on delivery excellence is unwavering.

ServiceNow’s review also highlighted the consistent leadership demonstrated by the practice leader, whose deep product knowledge and commitment to delivery excellence have become a cornerstone of the team’s success. The feedback from the ServiceNow team was overwhelmingly positive, with team members frequently expressing how supported they feel under her leadership.

Achievements and Recognitions

ServiceNow recorded quotes from those they interviewed, which were shared with the Practice Leader and Executive Sponsor of the PSR:

• “Flight Club - great way to share information across the practice teams."

• “E3 – Engage Elite Excellence created by Teresa – holistic plan to attract and grow talent."

• “Resiliency, adaptability, and expertise are our biggest strengths."

• “People are our biggest asset – can’t just be great technically – have to be able to consult."

• “Tight relationships across Practice Leadership – we are all on the same page."

• “Raving Fan Culture – new framework rolling out to bring focus to CSAT."

• “We are building something special here."

Moreover, ServiceNow commended NewRocket’s Technology practice for its dedication to customer success, as evidenced by the significant improvements in Customer Satisfaction (CSAT) and Net Promoter Scores (NPS). These achievements reflect the practice’s unwavering focus on delivering exceptional outcomes for clients.

The ServiceNow Partner Success Program: A Strategic Advantage

The ServiceNow Partner Success program is a strategic initiative designed to empower partners through a structured and supportive ecosystem. This program includes advanced training, certification, marketing support, and strategic advisory services, all aimed at enhancing partners' technical expertise and strategic insights. The ServiceNow Partner Success Review evaluates five key practice dimensions, resulting in an actionable assessment of the Partner Practice:

1. Strategic Alignment: A clear strategy with success metrics aligned with a business plan drives achievement. This strategy underpins a differentiated go-to-market approach and addresses specific business challenges.

2. Practice Governance: Ensures accountability and consistency from sales through delivery motions. Program management guarantees that tools and processes are in place to drive customer success.

3. People Strategy: Optimizes human capital by developing teams with business and technical expertise, supported by effective resource management.

4. Sales & Delivery Excellence: Adheres to methodologies and best practices to achieve measurable outcomes, with a focus on ongoing customer value.

5. Performance Metrics: Focus on achieving sales and delivery targets, including NNACV, new logos, app adoption, practice capacity, CSAT, and customer retention and expansion.
   

A ServiceNow Partner representative who specializes in the product line achieved will work with the practice leader to organize the scheduling and help identify the key business stakeholders needed for the review. After the review, the ServiceNow Partner Representative prepares a thorough report, which includes a summation of qualitative observations and quantitative metrics evaluated collaboratively between ServiceNow Partner Success and Partner Practice team members.

The ServiceNow Partner Success team’s mission is to enable partners to deliver exceptional value to their clients and achieve sustainable business growth.

NewRocket: A Leader in Practice Model Frameworks Focused on Client Success

NewRocket has effectively utilized the Partner Success program to drive substantial growth and impact within the ServiceNow ecosystem. When developing a business growth plan, it's crucial to focus on establishing a clear Vision, Mission, and Purpose, complemented by success metrics and ongoing service improvement. These elements are fundamental in crafting a strategic and innovative practice model.

By aligning these foundational components with a well-thought-out go-to-market (GTM) strategy and a leadership team that consistently influences talent growth and a culture of excellence, NewRocket has established itself as a leader in delivering impactful solutions and meaningful experiences. This strategic alignment not only differentiates the practice but also ensures a forward-thinking approach that meets the evolving needs of clients.  

Strategic Pillars for Growth and Excellence

To achieve our mission, we established four focus areas to support a performance-driven approach to meaningful objectives, inform long-term strategy with KPIs, and establish success measurements:

• Practice & People Growth: Are we continuing to learn, grow, and improve?

• Partner & Customer Success: How do our customers see us?

• Financial & Sales Performance: How do our shareholders see us?

• Operational Excellence: How do our peers see us?

• Continuous Service Improvement: What must we excel at?

NewRocket’s model centers on a few key pillars that have proven instrumental in achieving strategic growth:

1. Client-Centric Innovation: NewRocket’s framework emphasizes aligning service offerings with client needs and industry trends. By focusing on understanding client pain points and delivering tailored solutions, the practice has consistently exceeded expectations and fostered long-term partnerships. This client-centric approach enhances satisfaction, drives repeat business, and generates valuable referrals.

2. Data-Driven Decision Making: Leveraging data analytics and performance metrics is another cornerstone of Purdy’s strategy. Her model advocates for real-time data usage to inform decision-making, allowing the practice to adapt swiftly to market changes and client demands. This data-driven mindset facilitates accurate forecasting, efficient resource allocation, and optimized service delivery.

3. Strategic Partnerships and Alliances: NewRocket recognizes the value of collaboration and strategic alliances. The framework includes building and nurturing relationships with industry leaders, technology providers, and consultants. These partnerships expand the range of solutions offered and enhance the overall value proposition to clients.

4. Continuous Learning and Development: In an industry characterized by rapid technological advancements, NewRocket places a strong emphasis on continuous learning. The practice invests in ongoing training and professional development, ensuring team members stay abreast of the latest ServiceNow innovations and industry best practices. This commitment translates into superior service delivery and a competitive edge.

5. Scalable Solutions and Processes: NewRocket’s model is designed for scalability. By creating solutions and processes that grow with client needs, the practice maintains quality and efficiency as demand increases. This focus on scalability ensures long-term success and sustainability.

The Strategic Benefits of ServiceNow Partner Specializations and Elite Status

Achieving ServiceNow partner specializations and elite status brings substantial benefits that drive further growth and recognition. Specializations, such as Service Operations, signify a partner's advanced expertise and capability in specific areas, which enhances their credibility and appeal in the market. These specializations lead to increased visibility, allowing partners to stand out in a competitive marketplace.  

Key Benefits of ServiceNow Partner Specializations:

• Enhanced Credibility: Specializations validate a partner’s deep expertise in specific ServiceNow solutions, helping them gain trust from potential clients and stakeholders.

• Increased Visibility: Achieving specialization status often results in enhanced visibility on ServiceNow’s Partner Finder, making it easier for clients to find and select top-performing partners.

• Eligibility for Advanced Opportunities: Specialized partners are often given priority for advanced development opportunities, including early access to new ServiceNow features and solutions.

• Improved Market Positioning: Specializations enable partners to differentiate themselves from competitors and target specific market segments more effectively.

Elite Status: A Symbol of Excellence

Achieving Elite status with ServiceNow represents the pinnacle of partnership excellence. Elite partners are recognized for their exceptional performance, extensive expertise, and strong alignment with ServiceNow’s strategic goals. This status confers several advantages:

• Exclusive Access: Elite partners gain access to exclusive resources, including advanced training, dedicated support, and participation in ServiceNow’s Partner Product Advisory Council (PPAC).

• Strategic Influence: Elite partners can provide input on ServiceNow’s product roadmap and influence future innovations through the PPAC.

• Market Differentiation: Elite status distinguishes partners as leaders in the ServiceNow ecosystem, enhancing their reputation and attractiveness to potential clients.

• Accelerated Growth: Elite partners benefit from accelerated access to new ServiceNow offerings and faster track options for additional specializations and certifications.

Invitation to the ServiceNow Partner Product Advisory Council (PPAC)

Being invited to join the ServiceNow Partner Product Advisory Council (PPAC) is a significant honor and opportunity for top-performing partners. The PPAC includes a select group of partners who collaborate closely with ServiceNow’s product teams to provide feedback, influence product development, and ensure that new features align with market needs.

Benefits of Participating in PPAC:

• Direct Influence: Partners can shape the future of ServiceNow products by providing direct feedback and suggestions during the development process.

• Early Access: Members receive early access to upcoming product releases, allowing them to prepare and integrate new features before they are broadly available.

• Strategic Collaboration: Participation fosters closer collaboration with ServiceNow’s leadership and product teams, leading to more tailored solutions and strategic alignment.

• Enhanced Visibility: Being part of the PPAC boosts a partner’s visibility within the ServiceNow ecosystem and showcases their leadership and expertise.

Conclusion

NewRocket’s success in leveraging the ServiceNow Partner Success program illustrates the immense value that strategic use of this program can deliver. With an innovative practice model framework, combined with the benefits of partner specializations, elite status, and participation in the PPAC, NewRocket highlights a path for other partners to achieve remarkable growth and recognition. By embracing these opportunities, partners can navigate the complexities of digital transformation, drive substantial business growth, and achieve enduring success in the growing ServiceNow ecosystem.

As NewRocket continues to set new standards in the ServiceNow ecosystem, the future is bright for partners who are ready to embrace strategic innovation and excellence. By following the path laid out by leaders like Teresa Purdy, ServiceNow partners can unlock new levels of success and drive transformative growth in the digital era.

Check out NewRocket's Consulting & Implementation details related to our offerings, CSAT and PLA details on the ServiceNow Partner Finder page