Welcome to ServiceNow Impact - Let's Get Started!

[Harsha Neerchal]

Welcome to ServiceNow Impact!

So you’ve purchased ServiceNow Impact. Congrats! Impact is ServiceNow’s Customer Success product, designed to help you get the most out of your ServiceNow investment. Let’s make sure you know exactly what you’re getting, how to use it, and where to learn more.

The short version

What Impact helps you do

🗺️	Plan your implementation.
📦	Know what you’ve bought, and whether your people are using it.
💚	Keep your platform healthy and your code reliable.
🔧	Fix your platform if it’s not working.
🙋	Get help from an expert when you need it.

You get all of this through both software and people.

🖥 The software

The Impact App

Diagnostic scans

Scans that check your instance for technical debt.

Real-time code scanning

Scans that instantly check your code and update sets are safe to deploy to production.

Fix your code with Now Assist

Use AI to generate and implement code fixes faster.

Platform Health dashboards

Platform health snapshots tailored to specific roles.

Instance Observer

An observability platform for your ServiceNow instances.

Product Adoption Roadmap

Customizable implementation project plans.

Capabilities Map

An inventory of what you’ve bought, and whether you’re using it.

Value Management

Dashboards that track the ROI you’re getting from ServiceNow.

🤓 The people

ServiceNow experts

24/7 Support

Break / fix help.

Accelerators

A tactical engagement with an expert, anywhere from a day to a few weeks.

Impact Squad

Experts who work directly with you to answer any question. Guided customers get a Customer Success Manager. Total customers, and Guided customers with Add-Ons, get a bigger team.

Developer Support

Expert-led code fixes.

For a deeper dive into the people side of Impact, check out this article.

Now let’s get you started

The best way to dive in is to download the Impact App and get familiar with it. Your Customer Success Manager, and anyone else on your Impact Squad, will work with you over your first four months to build a success plan tailored to you.

See how to set up the app →

Go deeper

Where to learn more

Feature deep dives

Diagnostic Scans & Real-Time Scanning Platform Health Dashboards Instance Observer Capabilities Map Product Adoption Roadmap Value Management

Latest releases

New Impact features in Australia

Videos & live sessions

Impact YouTube Playlist Monthly Webinars & Office Hours

Get the Impact App on the ServiceNow Store →

[Community Alums]

Hi

Just curious to know if the Impact squad members will assist in optimizing the customizations we have done in the instance, because HI support engineers usually do not support customizations.

[Harsha Neerchal]

@Community Alums Great question! If you've got a Customer Success Executive or a Platform Architect you're working with on your Impact Squad, they can give you guidance in optimizing customizations you've made in your instance.

If you're a Guided customer and you don't have those folks on your Impact Squad, your best bet for guidance around customizations is to request a Health Assessment accelerator (https://www.servicenow.com/docs/bundle/yokohama-impact/page/product/impact/reference/health-assessme...).

[RAJULAPATIV]

very good useful