Impact Service Now

[Anu2013]

Hi 
Greetings!!

Can anyone explain what is Impact Service now how its working and is that necessary to purchase impact service now to my organization 

Thanks in advance

[Mark Manders]

Impact is an addition to ServiceNow Support. In short, they are just saying that you get basic support on your instances and for anything extra, you will need to start paying.

Lately, the quality/knowledge of the 'free' support is really getting worse by the day. It almost seems like the are hiring people straight out of school, show them how to search a knowledge base and if it's anything more difficult, they just don't know anything. Cases are open way too long without updates and solutions aren't provided. Maybe it's an attempt to get more customers to buy Impact.

But: it is not necessary to buy. You still have the support you need, when things are going wrong, but you also need to check internally what team you have. How often would you need it? Do you have a partner you can contact for new features or issues you have if you lack the knowledge to troubleshoot certain things? The partner will maybe help you for free (do demo's/consult/get requirements) or you pay by the hour, while Impact is very expensive and you may never use it.

Do remember that impact only takes care of OOB SN. If you have requirements that aren't available OOB, they will tell you to build it as an app (won't help you, because it's not OOB). If any customizations break, they won't help you, because it's not OOB. Any advise given from them, is to get you to utilize more of the platform (preferably by buying extra products/licenses). 

It's your choice. We don't know your organization. But there is no necessity of buying impact when you are using the platform. It's your own situation that makes it an added value or a waste of money.