ITSM, ITOM, HRSD, CSM, SecOps, App Engine, and the Now Assist generative-AI portfolio. ServiceNow is the platform where every new module looks small at the negotiation table and large on the renewal invoice. Our practice exists to keep that arithmetic honest across the three-year cycle.
ServiceNow's commercial model is built around subscription units, package tiers (Standard, Professional, Enterprise) and a relentlessly expanding workflow catalogue. Each new workflow — HR, customer service, security, finance, app engine — carries its own per-user or per-fulfiller pricing, often layered on top of a Now Platform commitment that locks growth pricing for the term.
Our ServiceNow practice exists to draw the boundary between platform-licensed and workflow-licensed users, to challenge unrequired Enterprise upgrades, and to keep the Now Assist conversation from becoming an unbounded consumption tail.
We are not a ServiceNow partner, reseller or implementer. We do not staff your platform team. We do not take referral fees from ServiceNow. We sit on the buyer side of the table and nothing else.
8 to 12 weeks. Subscription unit baseline, workflow mix optimisation, Now Assist scoping and final negotiation.
4 to 8 weeks. Adding HRSD or CSM into an existing ITSM estate without resetting term economics or losing protected unit pricing.
4 to 6 weeks. Per-user economics, message-credit modelling, and contractually bounded expansion language.
Most ServiceNow renewals are fixed-fee. Larger platform expansions can be structured success-based against a documented baseline. See engagement models →
We reconcile your current subscription units, fulfillers, requesters and ITOM hosts against actual platform usage. ServiceNow's own reports rarely reflect what's been provisioned versus what's being used.
We profile usage by workflow (ITSM, ITOM, HRSD, CSM, SecOps) and by package tier. We identify Enterprise features that no one is using and Professional features that are being paid for twice.
We sequence the renewal, any workflow expansions and the Now Assist conversation to maximise leverage. We use ServiceNow's fiscal-year calendar and alternative platforms deliberately.
We draft the counter-proposal, redline the order form and pre-empt the standard ServiceNow playbook — package-tier upgrades tied to AI access, mandatory module bundles, and uplift caps that vanish at renewal.
We lead or co-lead the negotiation alongside your procurement, finance and platform team. We take the ServiceNow deal-desk calls and hold the line on the clauses that compound across the term.
We hand over a clean ServiceNow file: signed order form, subscription unit allocation, workflow scope, Now Assist commercial terms, and the renewal calendar for the next cycle.
"They mapped our subscription units against actual fulfiller behaviour in two weeks. ServiceNow had never shown us that view. The renewal landed 36% below the proposal."
Tell us the renewal date, the workflow footprint and any Now Assist conversation in flight. We will respond within one business day with the ServiceNow practice lead.