Kaptius Achieves ServiceNow Validated Practice Status Across ITSM, CSM, and App Engine.

A Milestone Worth Celebrating

We have some significant news to share. Kaptius has officially achieved ServiceNow Validated Practice status across three product lines: ITSM, Customer Service Management (CSM), and App Engine. All three are rated at Scale and Co-create, the highest tier on the ServiceNow Partner Success Index (PSI) maturity scale.

This recognition is the result of a rigorous assessment conducted by ServiceNow's Partner Talent and Success team, evaluating Kaptius across five dimensions: Strategy, Governance, People, Sales and Delivery, and Performance Metrics. Coming out at the top of the maturity scale across all three practices is not something that happens by accident. It is the product of years of deliberate investment in our people, our processes, and our commitment to customer outcomes.

What the ServiceNow Partner Success Review Involves

The Partner Success Review (PSR) is ServiceNow's formal framework for evaluating the maturity and capability of its implementation partners. Using a CMMI-based scoring model, partners are assessed and placed on a four-level scale: Ad-hoc, Emerging, Innovating, and Scale and Co-create. Achieving Scale and Co-create across multiple product lines simultaneously places Kaptius among the most capable ServiceNow partners in the EMEA region.

The assessment covers everything from how a practice is governed and how teams are hired and developed, to how deals are sold, how projects are delivered, and how customers are supported post go-live. It is a comprehensive view of what a partner truly looks like in practice, not just on paper.

The Numbers That Tell the Story

Validated practice status is grounded in evidence. Here is what the data shows across our three practice areas:

CSAT scores of 4.91 out of 5 for ITSM and a perfect 5.0 for both CSM and App Engine, measured across 100+ customer surveys. These are not isolated results. They represent consistent delivery quality across every registered engagement.

97.8% Lead App Consultant coverage on ITSM and 100% LAC coverage on both CSM and App Engine, meaning every single deployment is led by a certified and qualified specialist.

43 CIS-ITSM certified resources, 19 CIS-CSM certified resources, and 45 qualified Application Developers across the practice. Expert-level certifications including Certified Master Architect and Certified Technical Architect are held within the team.

Zero escalations across all three practice areas during the review period. Beyond that, ServiceNow has engaged Kaptius to rescue at least six failed partner implementations in the past year alone, a distinction that speaks for itself.

6 completed ITSM deployments moving into 9 active in-flight engagements, 10 completed CSM deployments with 9 active, and 2 completed App Engine deployments, all on an upward trajectory consistent with our 25% year-on-year growth target.

How We Deliver: The Kaptius Approach

Our delivery model is built around a few core principles that have remained consistent as we have grown.

We follow NowCreate methodology with 100% Agile delivery across every engagement: bi-weekly sprints, daily standups, sprint retrospectives, show-and-tell sessions, and a structured two-week hyper-care period post go-live. Governance runs across three tiers (Executive, Demand, and Technical) with weekly RAG status updates, RAID log tracking, and named project managers and lead consultants assigned to every engagement.

Our fixed-fee accelerators allow us to deliver ITSM go-lives in one to three months, compared to industry averages of six to nine months. These are not shortcuts. They are the product of years of refining upgrade-agnostic update sets and implementation patterns that reduce risk and time-to-value for our customers.

Our sales-to-delivery handover is seamless by design. Customer success, architecture, and technical leadership are embedded from the very first conversation, not introduced at project kickoff. Post-implementation, 80% of our customers move into our KSA managed services model, with an 85% renewal rate. Quarterly business reviews, proactive health scoring, and a dedicated Customer Success function ensure that the relationship does not end at go-live.

The People Behind the Practice

A validated practice is ultimately a validated team. Kaptius operates a dual hiring model: experienced practitioners joining from leading firms in the UK, India, and UAE, alongside a structured university internship programme in Hyderabad, India, with active MOUs, six to eight month paid placements. Over 70% of our India delivery team is home-grown, with attrition remaining consistently low.

All ServiceNow University certifications are fully sponsored by Kaptius. Career pathways are clearly defined from Implementation Specialist through CIS, CTA, and CMA. Senior leaders at CMA level actively mentor the next generation of architects and consultants.

The breadth of expertise across the team is considerable. Our delivery capability spans ITSM, ITOM, CSM, HRSD, SAM, HAM, IRM, App Engine, FSM, and TPSM. We serve 70+ customers across Manufacturing and Retail, Financial Services, Legal, and Technology sectors.

What This Means for Our Customers

For existing and prospective customers, this validation is a signal. It means that when you engage Kaptius, you are working with a partner whose practices, governance, people, and delivery have been independently assessed and confirmed to meet the highest standard ServiceNow sets for its partners.

It means your project will be led by certified professionals, governed by a proven methodology, and supported by a customer success function that is invested in your outcomes beyond the go-live date.

And it means that the track record is real. The CSAT scores, the zero escalations, the rescued implementations, the rapid go-live timelines. These are not marketing claims. They are documented outcomes from the ServiceNow Partner Success Review.

Looking Ahead

This validation marks a point of recognition, not a point of arrival. Our FY2026-27 Strategic Business Plan targets £5M in revenue with a 25% year-on-year growth trajectory, a three-year outlook to £10M, and continued investment in AI-powered ServiceNow capabilities, solutions and service offerings.

We are building something we believe in: an engineering-first ServiceNow partner that puts outcomes ahead of billable hours and treats every customer engagement as a long-term relationship, not a project.

To our team, our customers, and our partners at ServiceNow, thank you for being part of this.

We make WorkFlow!

About Kaptius

Kaptius is an engineering-first ServiceNow partner serving mid-market and enterprise customers across the UK, UAE, and global markets. Specialising in ITSM, CSM, App Engine, and AI-powered ServiceNow solutions, Kaptius combines certified expertise with fixed-fee delivery accelerators to help organisations achieve faster, better outcomes from their ServiceNow investment.