When to Switch ServiceNow Partner: Eight Warning Signs Mid-Market CIOs Ignore Too Long
A CIO at a 900-person specialty chemicals group rang me at the end of May. Their ITSM and HRSD rollout with a top-tier global SI had been live for fourteen months. The build was technically finished. The managed service contract that followed it was not finished, and it was not working. Tickets to the partner were taking eleven days to acknowledge. The named delivery lead they had been promised was sharing his time across nine accounts. Half the change requests came back with quotes higher than the original implementation rate card. The CIO knew something was wrong and could not put it on a slide for the audit committee. He wanted a calibration call. We spent forty minutes on it. By the end he had the eight signals he needed and a number he could defend. The decision to switch ServiceNow partner is almost never made on time. The signals show up months before the move happens, and most leadership teams sit on them because the alternative feels worse than the status quo. It is not. The cost of staying with a partner who is mis-delivering is larger than the cost of moving, and the gap widens every month. The question is not whether to switch. The question is whether you can see the...
