ServiceNow Consulting Services for Mid-Sized Enterprises: What Year One After Go-Live Actually Looks Like
A COO at a 900-person medtech firm called me in early July. Their ServiceNow ITSM rollout had gone live in February. The partner shook hands, delivered the last training webinar, and demobilised the team. By June the platform owner had two hundred open change requests in her personal backlog, an incident queue that nobody trusted, and a steering committee that had stopped meeting because there was nothing left to steer. On paper the implementation was a success. In practice she was six months into what she now recognised was the real project, and she had no partner in the room to help her run it. That gap is the single most damaging feature of how ServiceNow consulting services for mid-sized enterprises are usually sold and delivered. The industry contracts, prices, and pitches around the implementation. It leaves the twelve months after go-live to be figured out later. In the enterprise segment that gap is filled by a large managed services contract with the same firm that built the platform. In the mid-market it usually gets filled by silence, and the silence has a cost.
