Insights for IT Negotiations

ServiceNow just posted strong Q1 FY25 earnings—and raised its full-year guidance. But what does that mean for customers facing renewals or being pushed into early AI (Pro Plus upgrade) and CRM expansions? Adam Mansfield, ServiceNow Practice Leader at UpperEdge, breaks down the results, what ServiceNow executives had to say during the earnings call, and how customers can proactively prepare for ServiceNow’s next moves.Key Takeaways:ServiceNow Q1 resultsWhat’s driving Pro Plus and CRM focusHow customers should respond to upcoming pressures ServiceNow will createTips for planning for in-term and/or renewal negotiationsFor more innovative IT sourcing and risk mitigation insights, subscribe to the UpperEdge newsletter and follow UpperEdge on LinkedIn and Twitter.

In this candid session, Adam Mansfield, Advisory Practice Leader at UpperEdge, challenges the long-held promise of SaaS flexibility. Drawing from real-world client conversations in 2025, he exposes the disconnect between vendor (Salesforce, ServiceNow, Microsoft…etc.) sales pitches and the contractual realities. Learn what you can do to effectively approach SaaS vendors to drive positive change, and how to negotiate like a pro in today’s world. Topics Covered:The false promise of SaaS flexibilityReal-life client pain pointsHow to negotiate more flexible and favorable contractsBuilding true vendor partnershipsFor more innovative IT sourcing and risk mitigation insights, subscribe to the UpperEdge newsletter and follow UpperEdge on LinkedIn and Twitter.

Heading to ServiceNow Knowledge? Don’t just show up—show up with a strategy. In this episode of Insights for IT Negotiations, UpperEdge’s ServiceNow expert, Adam Mansfield, shares critical guidance for IT leaders on how to extract real value from the event.Whether you're planning to evaluate Now Assist, expand into Pro Plus, or simply optimize your existing ServiceNow footprint, this episode delivers actionable advice on how to:Navigate the AI and CRM buzz to your benefitBuild internal alignment ahead of the conferenceCreate negotiation leverage before you land in VegasSet expectations with your account reps and implementation partnersLeave Knowledge with tangible next steps—not just a stack of swagIf you're responsible for driving value and results from your IT investments, this is your playbook for turning Knowledge into a competitive edge.Resources:Reach out to Adam on LinkedInBLOG - How ServiceNow Customers Can Get the Most Out of Knowledge (Before, During and After)VIDEO – ServiceNow Acquires Logik.ai: A Bold Move into the CRM BattlefieldBLOG - A Customer’s Guide to ServiceNow Release FamiliesAbout the Show:Welcome to Insights for IT Negotiations, a podcast by UpperEdge, a leading IT sourcing, negotiation, and project execution advisory firm. Join John Belden, UpperEdge’s Chief Research and Strategy Officer, and Kylie Chisholm, UpperEdge’s Marketing Manager, every other week as they share valuable insights to help you maximize the value of your key IT relationships.For more innovative IT sourcing and risk mitigation insights, subscribe to the UpperEdge newsletter and follow UpperEdge on LinkedIn and Twitter.

In this episode, Adam Mansfield, Advisory Practice Leader at UpperEdge, breaks down the fine print pitfalls in SaaS renewal negotiations with vendors like Salesforce, ServiceNow, and Microsoft. He shares real-world insights from ongoing client conversations and highlights three major conditions that can quietly undermine your renewal protections—impacting pricing caps, product flexibility, and spend thresholds. Whether you’re a CIO, procurement leader, or IT decision-maker, this is a must-watch to avoid costly mistakes during your next software renewal. Don’t get caught off guard—learn what conditions to push back on and how to structure smarter renewals.For more innovative IT sourcing and risk mitigation insights, subscribe to the UpperEdge newsletter and follow UpperEdge on LinkedIn and Twitter.

In this episode, Adam Mansfield, Salesforce Advisory Practice Leader at UpperEdge, breaks down the complexities of Salesforce's Success Plans (Premier and Signature Success and Security offerings (Shield). He explains how the “percentage-of-net” licensing metric tied to these products can dramatically impact your spend, and offers actionable strategies for evaluating, negotiating, and optimizing your investments. Whether you're on Premier or Signature Success, or leveraging Shield's security tools (or any of the components), this is essential guidance for customers preparing for renewals or in-term add-ons. Learn how to get the most out of what you’re paying for—and avoid unnecessary costs.For more innovative IT sourcing and risk mitigation insights, subscribe to the UpperEdge newsletter and follow UpperEdge on LinkedIn and Twitter.

Adam Mansfield, Practice Leader at UpperEdge, breaks down ServiceNow’s latest acquisition of Logik.ai—an AI-powered CPQ solution—and what it means for ServiceNow and Salesforce customers and the CRM market. With this move, ServiceNow doubles down on its ambitions to move deeper into the CRM market and better compete against now rival Salesforce with what they are pitching as a “fundamentally different vision and approach to CRM and CPQ.For more innovative IT sourcing and risk mitigation insights, subscribe to the UpperEdge newsletter and follow UpperEdge on LinkedIn and Twitter.

In this episode of Insights for IT Negotiations, UpperEdge’s Chief Research Officer, John Belden, sits down with Marc Kermisch to explore the critical challenges of talent deserts, why IT projects fail, and how Generative AI is reshaping the way organizations approach innovation. Marc shares insights from his experience at Emergent Software, discussing cutting-edge solutions and strategies that can drive success in an ever-evolving digital landscape. Tune in for expert perspectives on transforming talent gaps into opportunities and leveraging GenAI for smarter, more resilient projects.Resources:Connect with Marc on LinkedIn: Marc KermischBLOG – SI Talent Deserts: 6 Ways to Protect Your Digital TransformationsBLOG - Protecting Your Digital Transformation From Value ErosionPODCAST – 3 Market Forces Driving the IT Landscape in 2025About the Show:Welcome to Insights for IT Negotiations, a podcast by UpperEdge, a leading IT sourcing, negotiation, and project execution advisory firm. Join John Belden, UpperEdge’s Chief Research and Strategy Officer, and Kylie Chisholm, UpperEdge’s Marketing Manager, every other week as they share valuable insights to help you maximize the value of your key IT relationships.For more innovative IT sourcing and risk mitigation insights, subscribe to the UpperEdge newsletter and follow UpperEdge on LinkedIn and Twitter.

Adam Mansfield, UpperEdge’s Microsoft Advisory Practice Leader, dives into Microsoft Copilot Studio—its significance to Microsoft, how it is priced, its licensing model, and how Microsoft customers should approach negotiations. Learn why usage definitions matter, how to optimize your contract, and the key factors to consider before adopting (and using) Copilot Studio. If you’re exploring Microsoft Copilot Studio, this episode is a must-listen!For more innovative IT sourcing and risk mitigation insights, subscribe to the UpperEdge newsletter and follow UpperEdge on LinkedIn and Twitter.

Are you truly getting the flexibility you need from your enterprise SaaS vendor (Salesforce, ServiceNow, Microsoft etc.) and are your contracts set up well to provide it? Adam Mansfield, UpperEdge’s Practice Leader, dives into the critical issues surrounding flexibility in SaaS agreements and shares his thoughts on how customers can fix the likely issues that exist.For more innovative IT sourcing and risk mitigation insights, subscribe to the UpperEdge newsletter and follow UpperEdge on LinkedIn and Twitter.

Microsoft is significantly increasing Power BI and Teams Phone pricing starting April 1st. Adam Mansfield, UpperEdge’s Microsoft Advisory Practice Leader, breaks down the justifications given, the hidden motivations behind these changes, and what Microsoft customers can do to navigate the price hikes effectively. Learn how to turn Microsoft’s tactics to your advantage, optimize value assessments, and leverage alternative solutions in your negotiations.For more innovative IT sourcing and risk mitigation insights, subscribe to the UpperEdge newsletter and follow UpperEdge on LinkedIn and Twitter.