ServiceNow Commercial Pricing Policy --- Confidential (Last Update: April 8, 2015) 2 This document details pricing structures and policies for ServiceNow. It includes information on the ServiceNow pricing model for standard packages as well as all options and add---ons.
The pricing described in this document is effective September 2015.
Taxonomy and User Types
Taxonomy
ServiceNow sells six standard offerings. All customers must first purchase one of the below standard offerings:
1. ServiceNow Service Management Suite – Comprised of ServiceNow---developed applications designed to address the core ITIL framework use cases (Incident, Problem, Change, Release, Request, Asset, IT Cost) as well as ServiceNow--- developed applications designed to address the service delivery needs of other organizations within the enterprise, including HR, Facilities, Field Service, Finance, Legal and Marketing.
2. ServiceNow Project Portfolio Suite – ServiceNow---developed applications (SDLC, Project Portfolio, Resource, Demand, Test) that cover the portfolio planning, test management and development processes.
3. ServiceNow IT Business Management Suite – ServiceNow---developed applications (IT GRC, Vendor) designed to govern and measure the business of IT.
4. ServiceNow IT Financial Management Application – ServiceNow---developed application designed to provide insight into spend for CIO's seeking to align investment to business goals.
5. ServiceNow CreateNow Development Suite – The licensing for customers to build their own applications on top of the Service Automation Platform.
6. ServiceNow Service Management Suite With CreateNow – Comprised of ServiceNow Service Management Suite plus CreateNow to provide customers the most flexibility to utilize ServiceNow---developed applications “out of the box” as well as build their own applications on top of the Service Automation Platform – including the capability to create service management applications from a template.
Once one of the above standard offerings is purchased, there are a number of options and add---ons available that extend the customer’s ServiceNow investment:
• ServiceNow Orchestration Core --- Enables the customer to orchestrate activities outside the customer’s ServiceNow environment. Orchestration Core:
o Allows customers to automate discrete tasks or processes that interact with external systems or services. (This capability includes “Orchestration Activities”).
o Includes Orchestration Activity Packs for Microsoft Active Directory, Exchange, PowerShell and SSH. o Provides the capability to manage the configuration settings of a physical or virtual server. (This capability
includes “Orchestration Configuration Automation Application”)
o Provides the capability to reset User’s passwords that are stored and pre---authenticated in a credential store outside Customer’s instance (e.g. Active Directory). (Prior to Fuji, this capability had been “Orchestration Password Reset Application” – a separate ServiceNow Orchestration Add---on product.)
• ServiceNow Orchestration Cloud Provisioning Application – Cloud provisioning package to manage the lifecycle of provisioning virtual and/or public cloud infrastructure. (Requires purchase of Orchestration Core). Includes VMware vSphere and Amazon EC2 Activity Packs
• ServiceNow Orchestration Event Management Application – Dynamically creates alerts from infrastructure events generated by third party monitoring tools.
ServiceNow Commercial Pricing Policy --- Confidential (Last Update: April 8, 2015)
© 2015 ServiceNow, Inc. All rights reserved. ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders.
3 • ServiceNow IT Operations Management (ITOM) Suite – Complete ITOM offering which includes Orchestration Core,
Cloud Provisioning, Event Management and ServiceWatch Applications.
• ServiceNow Discovery – Locates physical and virtual devices connected to an enterprise network and identifies the relationships between those devices, as well as identifies the software installed on each.
• ServiceNow Performance Analytics – Provides advanced analytics and time series analysis for key performance indicators (KPIs.)
• Public Catalog – Supports service catalog deployments that extend outside the organization to an unknown number of Requesters.
The visual below depicts the ServiceNow product packaging. All of the items in blue are available for initial sale while options and add---ons in grey require blue item prerequisites. The Service Automation Platform items in red are critical enablers and are the foundation of all ServiceNow products. As noted earlier, the ServiceWatch application can be the initial ServiceNow sale to a customer even though it does not include the Service Automation Platform.
User Types for Standard Packages
Every employee or contractor given access to the subscription service by the customer must be assigned a unique username and password that may not be shared or transferred. Employees and contractors that have a user profile in the subscription service which is not designated as “active” may not be given access to the subscription service. The following describes the types of users required for each subscription model:
• Fulfillers: (formerly referred to as process users): Fulfillers have full admin, developer, or usage rights within
a purchased offering. This includes the creation, editing, or deletion of any record in the system. A Fulfiller is any user given a role in the subscription service by the customer other than the Approver role.
Pricing varies dependent on product suite
• Requesters: (formerly referred to as end users): Requesters create, edit, and view their own requests. Requests can be
submissions through the service catalog or incidents submitted through the ServiceNow web or mobile interfaces. They can also access the ServiceNow Knowledge Base to perform self---service. A Requester is any user checked as “active” on his or her user profile in the subscription service other than a Fulfiller or Approver.
Not charged for in this model
• Approvers: Approvers can do everything a Requester does as well as approve or deny a record routed to the
user (including adding related comments/worknotes, however no other field may be modified). The Approver may perform the functionalities listed below for any approval generated via a ServiceNow---built or custom---built application. An Approver is any user given the ServiceNow---provided “Approver” role in the subscription service by the customer --- and no other role.
Pricing is £17.32 per user per month
Pricing is based upon a minimum 12-month contract.
The minimum total subscription annual contract value is £27,000.
Usage Rights
The following table summarizes usage rights by user type and service---defined roles:
Function
User Type
Requester Time Card User Approver Fulfiller
USER ROLE(S) DEFINED IN SERVICE
None “Time Card
User” role only
“Approver” role only
Any role available for assignment
Create one’s own request included included included included
View one’s own request included included included included
Modify one’s own request included included included included
Search the Service Catalog included included included included
Search the Knowledge Base included included included included
Access public pages included included included included
Take surveys included included included included
Set one’s own notification
preferences included included included included
View assets assigned to user
5 Access and post to Live
Feed included included included included
Initiate Chat sessions included included included included
Participate in a Watch List included included included included
View a report published to
them included included included included
Approve requests routed
to user via email included included included included Update and submit one’s
own time card included --- included
View and approve requests routed to user via system
--- --- included included
Create any record --- --- --- included
Delete any record --- --- --- included
Modify any record --- --- --- included
Drill through any report --- --- --- included
Create any report --- --- --- included
Delete any report --- --- --- included
Modify any report --- --- --- included
Perform development activities --- --- --- included Perform administrative activities --- --- --- included
Application Packaging
Additional Modules will be available to purchase once released onto the ServiceNow platform
ServiceNow provides five application suites built on the Service Automation Platform – Service Management Suite, Service Management Suite With CreateNow, Project Portfolio Suite, IT Business Management Suite, and CreateNow Development Suite. Each application suite is independently subscribed to based on the numbers of users required. Note that the CreateNow Development Suite is a special standard offer that will be addressed in its own section below. In addition to the application suites listed above, ServiceNow separately sells the IT Financial Management application built on the complete Service Automation Platform. IT Financial Management is also independently subscribed to based on the numbers of users required.
Applications are available in suites or single application subscriptions as follows: ORDERING – PRODUCT TYPE
Package Application Service Management Suite Service Management Suite With CreateNow Project Portfolio Suite IT Business Management Suite IT Financial Management Application CreateNow Development Suite Incident Management Included Included
Problem Management Included Included
Change Management Included Included
Asset Management Included Included
Request Management Included Included
IT Cost Management Included Included
Project Portfolio Management Included
Resource Management Included
Demand Management Included
Software Development Lifecycle
(SDLC) Included Test Management Included
IT Governance, Risk and
Compliance (IT GRC) Included Vendor Performance
Management Included HR Service Management Included Included ---
Facilities Service Management Included Included ---
Field Service Management Included Included
Finance Service Management Included Included
Legal Service Management Included Included
Marketing Service Management Included Included
IT Financial Management Included
Custom Application
Development Included Included Service Automation Platform Included
Application Suites
ServiceNow’s application suites are built on the Service Automation Platform. Each application suite is independently subscribed to based on the numbers of users required.
Service Management Suite (Priced per fulfiller - £66 per user per month)
The Service Management Suite is designed to address service management requirements in any service domain, including: • Core ITIL framework use case applications, formerly contained in the “IT Service Automation Suite” and now
referred to as “IT Service Management” applications. Included are Incident Management, Problem
Management, Change Management, Release Management, Request Management, Asset Management, and IT Cost Management.
• Service delivery needs of other organizations within the enterprise having workflow / case management requirements, including:
o HR Service Management --- Streamlines HR service delivery by offering a self---service catalog to users and out--- of---the---box request and fulfill process automation. The HR---specific service catalog presents pre---defined items for services such as benefits or employee relations to employees.
o Facilities Service Management --- Simplifies facilities service delivery by offering a self---service catalog to users containing out---of---the---box request, and automating the assignment and fulfillment process. The facilities--- specific service catalog presents pre---defined items for services such as security or HVAC to employees.
o Field Service Management --- Enables the management of work requested and assigned to remote or mobile field technicians.
o Finance Service Management --- Enables the finance department to define its services and fulfill requests – including financial reports, procurement and payroll queries --- through workflow
7 performance through dashboards.
o Legal Service Management --- Enables the legal department to define its services and fulfill requests – including contracts, legal research and policy queries --- through workflow capabilities and knowledge management; provides visibility into resource utilization and service delivery performance through dashboards.
o Marketing Service Management --- Enables the marketing department to define its services and fulfill requests – including creative services, campaign operations and website publishing --- through workflow capabilities and knowledge management; provides visibility into resource utilization and service delivery performance through dashboards.
Service Management Suite With CreateNow (Priced per fulfiller - £82.50 per user per month)
The Service Management Suite With CreateNow is comprised of everything in the Service Management Suite and also includes CreateNow custom application development use rights. This combination provides customers with the most flexibility because they can utilize ServiceNow---developed service management applications “out of the box” as well as build their own applications on top of the Service Automation Platform. CreateNow use rights are required to utilize the Service Management Suite capability to create service management applications from a template.
Project Portfolio Suite (Priced per fulfiller - £49.50 per user per month)
The Project Portfolio Suite addresses the prioritization and delivery of projects and services. This suite provides support for both waterfall and agile methodologies including Scrum. Included in this package are Project Portfolio Management, Resource Management, Demand Management, Test Management and Software Development Lifecycle (SDLC).
IT Business Management Suite (Priced per fulfiller - £82.50 per user per month)
The IT Business Management Suite (ITBM) extends the ServiceNow portfolio by providing the compliance and performance metrics necessary to manage IT services. Included in this package are Governance, Risk, and Compliance (GRC), and Vendor Performance Management.
IT Financial Management Application (TBC – based on user numbers)
In addition to the application suites listed above, ServiceNow separately offers IT Financial Management built on the complete Service Automation Platform. IT Financial Management is a ServiceNow---developed application designed to provide insight into spend for CIO's seeking to align investment to business goals. Users can classify general ledger records, define a reporting structure, define allocation rules and view summary reports.
The IT Financial Management application is independently subscribed to based on the numbers of users required. IT Financial Management is a strategic product that adds valuable insight on spend for a very small number of key individuals, such as the CIO, CFO and business unit IT VPs, with pricing reflecting that value.
CreateNow Development Suite
CreateNow Development Suite (CreateNow) is a subscribed right for a customer to build custom applications on top of the Service Automation Platform. These custom applications can address any use case across the enterprise.
Packaging (£23.10 per user per month)
Share, an online exchange where customers and partners can upload and download applications and development content. It is important to note that a customer may download from Share without restriction. It is incumbent on the customer to understand whether they have the appropriate CreateNow subscription.
Options and Add---ons
The following section details the optional products and add---ons that are available after one of the standard packages has been purchased.
Performance Analytics (20% of annual contract value)
Performance Analytics provides KPI---based reporting and time---series analysis of any data stored in the ServiceNow database. Pricing and licensing is as follows:
• For the standard Performance Analytics offer, pricing is equal to 20% of Account Total Net User ACV. The Performance Analytics price is calculated by totaling the net annual contract value of all subscribed users across the current application suites and legacy IT application suites, legacy shared services applications, and CreateNow Development suite. This coined Account Total Net ACV is then multiplied by 20% to produce the price for Performance Analytics.
Notify
Notify provides SMS, voice, and conference bridge capabilities via an integration with Twilio. Once a Twilio account is provisioned, a customer can leverage Notify from any workflow or business rule to initiate notification. All notifications are stored in ServiceNow for audit tracking purposes.
Notify is subscribed in an All user model. A user is defined being in the sys_user table and marked as active. This definition is consistent with the All User model defined previously in the Taxonomy and User Types section. It is important to note that Notify can be sold to customers, regardless of how they have subscribed to the standard packages. So regardless of whether they are using the Fulfiller or All User Model for standard packages,. Notify is priced as follows:
• £0.83/user/month – Notifications can be sent to any registered user.
Discovery
Discovery discovers hardware, software, and the relationships between connected devices within a customer’s environment. Discovery is subscribed to based on the devices it discovers. Specifically, it is subscribed based on physical or virtual devices such as a laptop, desktop, server (physical and virtual), switch, router, etc. Devices subscribed by Discovery are considered to be discovered by ServiceNow when a configuration item (CI) is created for it in the ServiceNow CMDB. List pricing is tiered based on the number of devices being purchased. Customers must initially purchase a minimum of 250 devices.
Devices Monthly per device price
Tier 1: 250 – 9,999 £0.83
Tier 2: 10,000 – 24,999 £0.66
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Orchestration Options and Add---ons
Orchestration is an extension of the platform’s graphical workflow engine that enables orchestration of activities outside of the ServiceNow instance. It is subscribed to in the following manner:
Orchestration Core
This is the foundation of the ServiceNow Orchestration offerings. Orchestration is required any time workflow is used to move data from ServiceNow into external systems, or when moving data from one external system to another.
Packaging includes the following:
• Unlimited use of Orchestration Activity Packs for Microsoft Active Directory, Exchange, PowerShell and SSH. • Unlimited use of custom orchestration activities that are built and maintained by the customer.
• Password Reset Application --- enables users to automate the management of user credentials. While designed out of the box to address Active Directory, it can address any credential store.
• Configuration Automation --- provides ServiceNow---defined change and configuration control over datacenter infrastructure that is being managed through PuppetLabs or Chef configuration management.
Orchestration Core is sold based on the number of nodes in a customer’s environment. A node, as with our other node---based options, is defined as a physical or virtual server. To determine the number of nodes required, the customer must first identify the environment they wish to orchestrate and then count the nodes. A subset of nodes licensed for Orchestration Core could include production nodes or a specific business unit. List pricing is tiered based on the number of nodes being purchased.
Customers must initially purchase a minimum of 250 nodes.
Nodes Monthly per node price
Tier 1: 250 – 1,999 £3.96
Tier 2: 2,000 – 4,999 £2.64
Tier 3: 5,000 and up £1.32
Cloud Provisioning
Cloud Provisioning manages the lifecycle of provisioning virtual or cloud---based assets. Cloud Provisioning is sold based on the number of nodes managed by the application. A node is a physical or virtual server managed by the cloud provisioning application. Cloud Provisioning requires the purchase of Orchestration Core.
• Cloud Provisioning includes:
o Cloud Provisioning application o VMware vSphere activity pack o Amazon EC2 activity pack
List pricing is tiered based on the number of nodes being purchased. Customers must initially purchase a minimum of 250 nodes.
Nodes Monthly per node price
Tier 1: 250 – 1,999 £6.60
Tier 2: 2,000 – 4,999 £5.28
Event Management
Event Management dynamically creates alerts from infrastructure events generated by third party monitoring tools. These alerts can then create incidents and be remediated via Orchestration. Event Management is sold based on the number of nodes being managed by a third party monitoring tool that is sending events to ServiceNow. List pricing is tiered based on the number of nodes being purchased. Customers must initially purchase a minimum of 250 nodes.
Nodes Monthly per node price
Tier 1: 250 – 1,999 £4.62
Tier 2: 2,000 – 4,999 £3.30
Tier 3: 5,000 and up £1.98
ServiceWatch
ServiceWatch discovers and maps business services, creating and maintaining a service---centric CMDB. Subsequently, it monitors the nodes and relationships between the nodes that make up each service – and the performance and availability of each business service.
ServiceWatch is sold based on the number of nodes being discovered and monitored. A node, as with our other node---based options, is defined as a physical or virtual server. To determine the number of nodes required, the customer must first identify the business services ServiceWatch is to discover, then monitor and add up the total number of nodes that make up those business services. As a guideline, a typical business service is made up of between 10 and 30 nodes each.
List pricing is tiered based on the number of nodes being purchased. Customers must initially purchase a minimum of 250 nodes.
Nodes Monthly per node price
Tier 1: 250 – 1,999 £9.90
Tier 2: 2,000 – 4,999 £8.58
Tier 3: 5,000 and up £6.60
IT Operations Management (ITOM) Suite
The ServiceNow IT Operations Management (ITOM) Suite is the complete ITOM offer which includes Orchestration Core, Cloud Provisioning, Event Management and ServiceWatch Applications as described above. The ITOM Suite is sold based on the largest number of nodes managed by any of the ITOM Suite applications. List pricing is tiered based on the number of nodes being purchased. Customers must initially purchase a minimum of 250 nodes.
Nodes Monthly per node price
Tier 1: 250 – 1,999 £17.82
Tier 2: 2,000 – 4,999 £13.86
Tier 3: 5,000 and up £9.90
Public Catalog
11 number of requests:
Requests per year Annual Subscription
9,999 £70k 19,999 £90k 99,999 £110k 299,999 £140k 599,999 £190k 600,000 and up £190k + £0.30 /request
A request is counted as a new request entry in the Request Management and/or custom app table that results from a submission in the service catalog. Updates to the new request entry are not counted as incremental requests. Once a customer subscribes to a request tier, usage will be audited on a quarterly basis. If the customer is on pace to exceed the tier of subscription, they will be required to true-up to ensure that they maintain compliance with their projected usage. Also, requests are “use or lose,”
meaning the number of requests is good for a year from the date of contract. Request volumes reset annually at the tier contracted over the period of the contract. downgrades are not permitted.
Additional Non-Production Instances
Price: £825/ Non-production Instance / Month
Additional Production Environments
Price: £2475/ Production Instance / Month
Dedicated Hardware
Price: £5,500 / Month
Full Disk Encryption
Full Disk Encryption stores the data in the customer’s production and non---production instances on physically encrypted hard drives.
Price: £4,290 / Month
Training
Your successful ServiceNow experience begins with a solid foundation. Training solutions, delivered by ServiceNow or one of our Authorized Training Partners (ATPs), are designed to match your skill level, role, learning style, and schedule.
Learning Options
• Instructor-Led Learn from ServiceNow Certified Instructors in a hands-on environment (virtual classrooms or public locations around the world).
• Onsite Training Offered at a discounted price for groups of 5 or more students. This option reduces both the cost per student as well as travel expenses.
• Online Self-paced training videos, live and recorded webinars, and interactive tutorials provide online training on the ServiceNow platform.
• Certification Demonstrate effective mastery of the critical dimensions of the ServiceNow platform and best practices. • Fulfiller Training Custom content developed for your processes, delivered around your business needs.
Learning Credits
Training Prices
ServiceNow® System Administration Training (3 days) - Public £1316.70 per attendee) ServiceNow® ServiceWatch Training (3 days) – Public £1316.70 (per attendee) ServiceNow® Asset Management Training (3 days) - Public £1316.70 (per attendee) ServiceNow® Discovery Training (2 days) - Public £986.70 (per attendee)
ServiceNow® Advanced System Administration Training (2 days) - Public £986.70 (per attendee) ServiceNow® Domain Separation Training (2 days) – Public £986.70 (per attendee)
ServiceNow® Project Portfolio Management Training (2 days) – Public £986.70 (per attendee) ServiceNow® Orchestration Training (2 days) - Public £986.70 (per attendee)
ServiceNow® Reporting and Performance Analytics (2 days) – Public £986.70 (per attendee)
Professional Services
Additional Service Offerings will be available to purchase as they become available' to services
The standard blended hourly rate is £160 per hour.
ServiceNow provides customers with a portfolio of services – a powerful combination of ITSM best practices and a proven implementation methodology – that covers all aspects of a customer's ServiceNow lifecycle. Customers can either tailor their implementation with a customized deployment plan based on their processes or select from application-specific packages called QuickStarts, which focus on specific processes and applications, and take an iterative, modular approach to driving IT
transformation across the business.
Benefits
ServiceNow provides proactive, customer-centric services to help ensure that customers can go from where they are to where they want to be as quickly and efficiently as possible. Additional benefits include:
• Delivery Expertise
o Use certified ServiceNow resources with extensive ServiceNow application and platform expertise to help ensure success
o Extend the ServiceNow Service Automation Platform – application by application – with an iterative, modular approach
o Tailor implementations with customized deployment plans based on current processes that provide scope and fit-for-purpose deliverables
• Speed Time-to-Value
• Leverage proven best practices and StartNow™ methodology for rapid deployment
• Deploy select applications in one to 10 weeks using QuickStarts that provide best practice configuration
Tailored Implementations (
The standard blended hourly rate is £160 per hour)
Regardless of the complexity or number of required integrations, the ServiceNow Professional Services Team can create a customized deployment plan, tailored to a customer’s current processes and specific requirements, that aligns with strategic goals.
ServiceNow QuickStarts
ServiceNow QuickStart deployments leverage experience from hundreds of successful implementations. Using pre-defined modular packages, QuickStarts accelerate implementations by providing best-practice configurations using the StartNow Implementation Methodology. QuickStarts include:
QuickStart for IPCC (£52,800)
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QuickStart for IPCC + Service Catalog (£75,900)
Add to the IPCC foundation with Service Catalog to empower end-users and accelerate IT transformation in 10 weeks.
QuickStart for Performance Analytics (£7,200)
Get up and running in one week and see trends quickly with the out-of-the-box ServiceNow starter indicators and dashboards.
QuickStart for Discovery (£9,900)
Quickly automate service management by populating the Configuration Management Database with ServiceNow Discovery.
Discounts
As guided from the Framework Agreement – The Supplier may wish to introduce dynamic pricing strategies and/or payment mechanisms for certain Customers who adopt G-Cloud Services and G-Cloud Additional Services by volume and usage.
This will be on a case-by-case basis but the intention is to enable a varying level of discount prices of the Framework Charges.
Educational Discounts
• Companies who meet the educational criteria are eligible for this discounted price of 20% from the subscription services.
• Professional services discount for education is a blended day hourly rate of £150 per hour, rather than £160.
