Kaptius Hits 9 ServiceNow Validated Practice Accolades

Nine Validated Practices and Counting

Kaptius has added four more ServiceNow Validated Practice accolades: Field Service Management (FSM), Now Assist for Customer Service Management (CSM), Now Assist for IT Service Management (ITSM), and Manufacturing Commercial Operations (MCO). Each was assessed at Scale & Co-create, the highest tier on ServiceNow's Partner Success Index.

Combined with the ITSM, CSM, and App Engine practices Kaptius announced in June, in Kaptius Achieves ServiceNow Validated Practice Status Across ITSM, CSM, and App Engine, the total now stands at nine Validated Practice accolades across the partnership.

Every practice goes through the same Partner Success Review, run by ServiceNow's Partner Talent and Success team and assessed across five dimensions: Strategy, Governance, People, Sales & Delivery, and Performance Metrics. All four new practices came out at the top of the maturity scale.

What the Partner Success Review Involves

ServiceNow's Partner Success Review uses a CMMI-based model to place a practice on a four-level maturity scale: Ad-hoc, Emerging, Innovating, and Scale & Co-create. A practice needs to score above Emerging to be validated at all. Reaching Scale & Co-create, the top band, means a partner has shown strength across all five assessment dimensions:

1. Strategy: a documented plan with success metrics tied to the business
2. Governance: accountability and consistency across sales and delivery motions
3. People: hiring, mentorship, and technical expertise
4. Sales & Delivery: a proven methodology and customer success model
5. Performance Metrics: CSAT, certified resource coverage, and deployment attainment

Field Service Management: Closing the Loop from Case to Resolution

FSM extends Kaptius's Customer Workflows practice (CSM, TPSM, and FSM) all the way from case creation to on-site resolution, covering dispatch, mobile technician workflows, and field operations.

The numbers back it up. FSM scored a Deployment Success rating of 5.00 against a 4.2 threshold across three registered deployments, with 100% Lead App Consultant coverage. Four consultants hold CIS-FSM certification, and five are recognised as Partner Practice Resources against the FSM Partner-Led Assessment. There have been zero escalations.

Donovan Munitich leads FSM pre-sales, bringing over 20 years in customer service and process automation, including five years at ServiceNow and eleven at Pega Systems. The practice is strongest in Manufacturing & Retail, alongside managed service providers, financial services, and utilities, across a base of 70+ customers.

Delivery runs 100% Agile through Kaptius's NowCreate methodology, with three Portal-confirmed deployments covering the full work order lifecycle: dispatcher workspace, contractor management, and mobile agent workflows. Post-go-live support includes two weeks of hyper-care and user training, with one engagement training over 200 attendees, and at least one customer has already expanded into dynamic scheduling and route optimisation.

Now Assist for CSM and Now Assist for ITSM: Scaling Agentic AI Through AI Kapture

Both of Kaptius's new Now Assist practices run on the same engine: AI Kapture, a fixed-price, four-week, four-phase engagement (Discovery, Use Case Playback, Agentic Workflow Design, and Activation & Prototype Build) that Kaptius built and validated directly with ServiceNow. It turns a customer's own data into working agentic workflows before they commit to a full build, and it's a big part of why both practices reached Scale & Co-create so soon after launch.

Now Assist for CSM scored a CSAT of 4.83 across three completed deployments in 2026, with 100% certified Lead App Consultant coverage. Fifteen consultants hold active Now Assist for CSM certification, and fourteen also hold the Now Assist for CSM Pro Plus Suite certification. Common use cases include case deflection, virtual agent automation, and sentiment analysis.

Now Assist for ITSM scored a CSAT of 4.75 against a 4.2 threshold, also with 100% certified Lead App Consultant coverage. Forty-eight consultants hold Now Assist for ITSM certification, and the practice has seven deployments in flight. Delivery combines out-of-the-box skill enablement, incident creation, Virtual Agent, and Predictive Intelligence, with custom agentic workflow design, including completed engagements through ServiceNow's Authorised AI Advisory Partner programme.

AI Kapture is aligned to ServiceNow's EMEA AI Starter Pack Rescue motion, a sign of how closely the two companies are now building AI go-to-market together.

Manufacturing Commercial Operations: Co-Designed, First to Market

Manufacturing Commercial Operations is the newest product in Kaptius's ServiceNow portfolio, and it has an unusual backstory: Kaptius helped co-design it with ServiceNow's own product team, working alongside MSXI, which gives the practice a depth of product knowledge most partners don't have time to build.

MCO scored a CSAT of 5.00 across its completed deployments. Sixteen consultants hold the Manufacturing Commercial Operations Delivery Accreditation, well above the minimum of five required for the practice credential, and nine KPI domains with named owners feed into Kaptius's 3Cs performance dashboard.

Delivery runs 100% Agile through NowCreate, and engagements routinely expand into adjacent ITSM, CSM, and managed services work. Customer Success, led by Conan Kinnear, runs monthly stakeholder calls independent of delivery, so feedback and adoption issues surface well before they show up in a CSAT survey.

The Model Behind the Numbers

All four practices are built on the same foundations that carried Kaptius's first three Validated Practice accolades. Delivery runs 100% Agile through NowCreate: structured workshops, two-week sprints, daily standups, and formal UAT sign-off before go-live, followed by hyper-care support.

Hiring follows a dual model: experienced hires in the UK and UAE alongside a structured university internship programme in Hyderabad, running on four active MOUs with six to eight interns per cohort. Over 70% of Kaptius's India delivery team has come up through that internal pipeline. All ServiceNow University certifications are fully sponsored, and every consultant completes Now Learning coursework and certification before being assigned to a project, with career pathways running from Implementation Specialist through CIS and CTA to CMA.

Consultants are also encouraged to work across modules rather than specialise narrowly. Kaptius's AI developers, for example, work across ITSM, CSM, IRM, ITOM, FSM, and HRSD, supported by a structured enablement cascade, including dedicated AI weeks and the GLOW learning platform, now rolled out to more than 130 consultants, keeping the whole practice current as ServiceNow's AI roadmap moves fast.

Nine Accolades, One Partnership

With FSM, Now Assist for CSM, Now Assist for ITSM, and Manufacturing Commercial Operations now validated, Kaptius's full portfolio of ServiceNow Validated Practice accolades stands at nine: Now Assist for CSM, Now Assist for ITSM, ITSM Advanced, ITSM Prime, CSM, App Engine, FSM, Manufacturing Commercial Operations, and ITOM Advanced. Alongside these, Kaptius holds ServiceNow Premier Partner status across Consulting & Implementation, AI Advisory, and Reseller, plus Platform Partner Build recognition.

Kaptius continues to invest in AI-powered ServiceNow capability through AI Kapture, with further expansion planned across EMEA.

To our team, our customers, and our partners at ServiceNow: thank you for being part of this. We make WorkFlow!