ServiceNow Alliances

& Channel Ecosystem

(ACE)
Expertise: New Product Line Achievement
(PLA) FAQ
August 2023
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 General Questions 1

Transition Plan 2

New PLA Incentives 3

Table of Contents

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Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
 Note: New content indicated in orange.

General Questions

Q1. What is the new PLA? In the new Partner Program, Participants have the ability to showcase their
differentiated capabilities and customer success beyond the badging applicable
to segmentation status, through Expertise and Specialization.
PLAs recognize Consulting & Implementation, Service Provider, and Global Elite
Participants who have demonstrated both a measurable depth of skills and
experience within a specific ServiceNow product line and a track record of
delivering great customer experiences for those products.

Q2. What will happen to my The calculation for legacy PLAs and the associated workflow badges are frozen as
legacy PLAs and how long will of March 31, 2023. PLAs attained at this time are valid until December 31, 2023. A
they be valid for? 9-month grace period will be offered to Participants to retain their legacy PLAs
and start accumulating the new PLAs.

Q3. Where can I access my The legacy PLAs can be accessed via the Partner Points dashboard. This is an
legacy PLAs? interim stop gap measure until the new Partner 3C dashboard displays both the
legacy and new PLAs from May 2023 onwards.

Q4. How will PLAs be recognized During the transition period, legacy PLAs and workflow badges (frozen) will
on Partner Finder? continue to be recognized on Partner Finder and drive search optimization until
December 31, 2023. After December 31, workflow badges will no longer be
recognized.

From January 2024 forward, only the new PLAs will be displayed on the dashboard
and recognized on Partner Finder.

Q5. How does the legacy PLAs The legacy PLAs do not have stringent and intentional criteria that drives a high
differ from the new degree of customer success at a GEO level. The new PLAs will not only address this
PLAs? gap, but they will be a competitive differentiator that signals deep expertise within
a product line to customers and delivers meaningful benefits for partners.
The new PLAs highlight a Participant’s capability for a specific product, originally
modeled on the everyday real-life concept of finding experts. It anchors on three
key attributes:
1. Skills (Competency): measures the number of unique certified individuals
specific to the product line deployments by GEO
2. Experience (Capability): measures the qualified experience specific to the
product line and will focus on the critical applications being deployed
3. Success (Customer Success): the CSAT requirement increased from 4.0 to 4.2
to increase delivery excellence
4. Please refer to the PLA Partner Success Center and PLA FAQ for more details.

Q6. What happens if there are If the deployment record has multiple product lines/applications listed (eligible for
multiple product PLAs), the partner will be eligible for the respective PLAs if they meet all the
lines/applications listed in the requirements.
deployment record. Will
For example, a single deployment with DevOps Change Velocity (ITSM Pro) and
Participants be eligible to receive
Employee Center Pro (HR) is eligible for both the ITSM Pro and HR PLA as long as
PLA credit for each product line?
the respective requirements are met.

Q7. Does subcontracting activity Subcontracting activity specific to partner-led engagements will count toward
count toward PLA attainment? PLA attainment.

Q8. How is “Certified Lead App Each deployment has a certified Lead Application Consultant for the respective
Consultant” measured? critical application being deployed. The certified Lead Application Consultant
must have all the required certification indicated here.
The certified Lead Application Consultant can be from the Prime Partner or the
Subcontractor.

© 2023 ServiceNow, Inc. All rights reserved. CONFIDENTIAL. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States
and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
 Note: Deployments created prior to Sept 6, 2022 are exempted from the Lead App
Consultant criteria. However, partners are strongly encouraged to update
Deployment records to meet this requirement. Please note this exemption is valid
only for deployments completed by Dec 31, 2023 (aligned with the PLA transition
period).

Q9. How are “Partner Practice At the practice level, the primary entity will be assessed for the number of certified
Resources” measured? resources holding the respective certifications for the product line outlined here.

Q10. Is it required to implement Yes, a minimum of one (1) critical application is required on the deployment. For
critical applications to attain the more details on the PLA critical application mapping, please refer to this
new PLA? document.

Transition Plan

Q1. When will the new PLAs be The new PLAs will be assessed starting April 1, 2023 and consider completed
assessed? deployments over the prior 12 months. All product line assessments are
aggregated at the Primary Entity level and the recognition is given at the
customer geographic area (geo) as denoted on the Deployment Record.

Q2. What is the evaluation The evaluation window is based on a 12-month lookback period.
window for the new PLAs?

Q3. How long are the new PLAs The new PLAs are valid for 6 months from the time they are at-risk (grace period).
valid for?

Q4. Where can Participants Starting in May 2023, Participants can access the new PLA attainment via Partner
access the new PLAs? 3C Dashboard.

New PLA Incentives

Q1. What incentives will In the NEW ServiceNow Partner Program, Participants who attain a new PLA will be
Participants receive once they eligible for the following benefits:
attain a new PLA?
1. Partner Success Review: Participants are eligible to receive a Partner Success
Review that offers high-touch engagement, insights, and coaching on how to
take their Practice to the next level. Eligible Participants will be able to request
the review, upon achieving the new PLA, via Concierge Central in the Partner
Portal. Please refer to the Partner Success Review Guide for more details.
2. Prioritized Consideration for Participation in the Built with ServiceNow Offering
program: Partners who have achieved PLA in a Product Line related to the
selected product leveraged by the offering will be considered for prioritized
review with the Partner Acceleration Team.
3. Improved visibility on Partner Finder (future enhancement): Enhancements
include but are not limited to: expanding the filters to include more granular
searches (i.e., Geographic-specific capabilities), enhancing the partner profile
to display earned accreditations, certifications, PLAs, CSAT scores and number
of completed deployments.

Q2. What is the Partner Success Upon achievement of a new PLA, Partners are eligible to receive a Partner
Review? Success Review that offers high-touch engagement, insights, and coaching on
how to take their Practice to the next level.

The outcome of the Partner Success guided session will be sharing of leading
practices, evaluation of performance relative to peer Partner groups, and
coaching for continued practice growth. For more information, please refer to the
Partner Success Review guide here.

Q3. Do all Participants receive a This new incentive will be available to Consulting & Implementation, Service
Partner Success Review? Provider program and Global Elite segment Participants when they attain the new
PLAs.

© 2023 ServiceNow, Inc. All rights reserved. CONFIDENTIAL. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States
and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
 Q4. How will Participants receive Eligible Participants will be able to request the review, upon achieving the new
the Partner Success Review? PLA, via Concierge Central in the Partner Portal.

Q5. How will the new PLAs help By gaining and attaining PLA Recognition, qualified partners will have additional
with Built with ServiceNow opportunities to submit offering nominations for consideration for the Built With
Offering program? ServiceNow Offering program. For more details, please refer to

Q6. There are discrepancies with Please raise a ticket with Partner Concierge.
my PLA attainment. Whom should
I contact?

© 2023 ServiceNow, Inc. All rights reserved. CONFIDENTIAL. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States
and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
© 2023 ServiceNow, Inc. All rights reserved. CONFIDENTIAL. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States
and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.