ServiceNow Renewal Advisory

ServiceNow Renewal Toolkit

Comprehensive renewal preparation for ServiceNow subscriptions. Covers fulfillers, product weighting, packaging tiers, Now Assist, and negotiation strategy. 35+ items.

35+
Action Items
6
Phases
20-35%
Typical Savings
Your Progress
0/29 (0%)
📅
Discovery & Baseline
6 items
0/6
▾
Confirm your ServiceNow renewal date and auto-renewal terms
ServiceNow contracts auto-renew with short opt-out windows. Know every critical date.
Critical
Document total ACV and breakdown by product subscription
Know exactly what you pay for: ITSM, ITOM, ITBM, HRSD, CSM, SecOps, and any add-ons.
Important
Identify your contracted fulfiller count vs active fulfillers
The gap between contracted and active fulfillers is your primary savings opportunity.
Understand your product weighting profile
Different products have different weighting multipliers (ITSM 1.0x, ITOM 1.5x, SecOps up to 3.0x). This drives your effective cost per fulfiller.
Critical
Review your current packaging tier (Standard, Professional, Enterprise)
Many organisations are on Enterprise when Professional or Standard would suffice.
Engage independent ServiceNow renewal advisory
ServiceNow account teams are incentivised to upsell. Independent advisors protect your interests.
Critical
📊
Fulfiller Optimisation
5 items
0/5
▾
Run fulfiller activity analysis — identify inactive fulfillers
Fulfillers who have not logged in for 90+ days should be deactivated. Each costs $100+/month.
Critical
Reclassify requesters who are incorrectly licensed as fulfillers
Requesters use the self-service portal (free). Fulfillers create and manage records (paid). Misclassification is the #1 waste area.
Critical
Right-size fulfiller access per product
Many fulfillers are provisioned across all products but only use 1-2. Reduce product access to match actual usage.
Important
Automate fulfiller lifecycle management
Integrate HR/SSO with ServiceNow for automatic provisioning and deprovisioning.
Calculate your optimised fulfiller count
Target: 105-110% of actual active fulfillers. This is your negotiation position.
🔍
Product & Packaging Review
6 items
0/6
▾
Evaluate if Enterprise tier features justify the premium
Enterprise is 30-50% more expensive than Professional. Map which Enterprise-only features are actually used.
Important
Assess Now Assist (AI) adoption and ROI
Now Assist is ServiceNow push into AI. Evaluate actual usage before committing to Enterprise for AI features.
Review ITOM, SecOps, and other premium product utilisation
Premium products have higher weighting. If utilisation is low, the cost-per-value is very high.
Identify App Engine custom application licensing exposure
Custom apps built on App Engine may require additional licensing. Verify compliance.
Important
Evaluate whether a mixed-tier approach is feasible
Some fulfillers on Enterprise, others on Professional. This can save 20-30%.
Tip
Model the cost impact of adding or removing products
Understand how adding or removing products affects your total ACV including weighting changes.
📜
Contract Terms
6 items
0/6
▾
Challenge any proposed uplift above 5%
ServiceNow standard uplifts are 7-9%. Market-competitive rates are 3-5%.
Critical
Negotiate annual reduction rights for fulfillers
Without reduction rights, you pay for excess fulfillers until renewal.
Important
Require transparency on product weighting calculations
Demand ServiceNow show exactly how your ACV is calculated including all weighting multipliers.
Negotiate Now Assist terms separately
Do not accept Now Assist bundled into Enterprise without clear opt-out and pricing visibility.
Push for co-termination of all ServiceNow subscriptions
Align everything to a single renewal date for maximum leverage.
Review data ownership and export provisions
Ensure your data is yours and can be exported in standard formats.
🤝
Negotiation Execution
6 items
0/6
▾
Present your optimised renewal position first
Lead with your right-sized fulfiller count and product portfolio. Do not negotiate from ServiceNow proposal.
Critical
Use fulfiller utilisation data to justify reductions
Data showing inactive fulfillers and low product adoption is your strongest argument.
Evaluate BMC Helix, Jira Service Management, or Freshservice as leverage
Credible alternatives create negotiation leverage even if switching is unlikely.
Important
Align negotiation with ServiceNow fiscal calendar
ServiceNow FY ends December 31. Q4 creates maximum quota pressure.
Tip
Verify every product, fulfiller count, and weighting in the final contract
ServiceNow contracts are complex. Verify every element before signing.
Critical
Calendar the next renewal and implement quarterly fulfiller reviews
Ongoing optimisation prevents waste accumulation.
Recommended

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