Getting Started with Impact - Technical Accelerators: What Is It Really? (And What It’s Not)
Technical Accelerators come with your ServiceNow Impact subscription, but they're far more than just a tick-box feature. They're your chance to sit down with a ServiceNow expert and properly explore the Platform — discovering capabilities you weren’t aware of, confirming you're on the right track with best practices, and unlocking real value from tools already at your fingertips
Below, we've answered the questions customers ask us most frequently, so you can decide when to book a Technical Accelerator and how to maximise its impact.
1. What is it?
Technical Accelerators are fixed-scope offerings led by ServiceNow technical consultants to help you accelerate usage and adoption of specific platform capabilities whilst staying current and healthy. These offerings typically involve applied demonstrations, personalised coaching, and best practice guidance.
2. Are Technical Accelerators included in Impact?
✅ Yes, Technical Accelerators are already included in your Impact subscription at no additional cost. It's worth noting that some specialised accelerators are exclusive to Total customers — please contact your Customer Success Manager for more information.
3. What Technical Accelerators do you get?
✅ Over 50+ Technical Accelerators across Platform, IT/OT, CRM, AI, NowAssist (and more coming soon every new family release!). They fall into different categories:
- Introduction: Get an overview of platform features foundational to your instance, like the Instance Observer.
- Health Assessment: Run a technical analysis on how to improve your instance health according to best practice.
- Jumpstart: Get a demo of features and leading practices in specific areas of the platform.
- TuneUp: Get insights and recommendations to improve your existing platform configuration for a specific capability.
➡️ To preview what Technical Accelerators are available, please navigate to the Accelerators Catalog on the ServiceNow Product Documentation for the latest updates.
4. Who delivers the accelerator?
ServiceNow's Technical Accelerator at Scale (TAS) team has regional delivery teams based in Orlando, San Diego, Costa Rica, Sydney, Bangalore, Tokyo, Staines, Amsterdam, and Montreal. These are internal ServiceNow technical consultants and subject matter experts who will lead your accelerator session.
5. How long does an accelerator take?
⏲ Depending on the accelerator, the first coaching session runs for 60 to 90 minutes. An optional second follow-up coaching session is available for up to 60 minutes.
6. What is the value of the accelerator?
If you're using ServiceNow day to day, you might occasionally find yourself thinking:
- "Are we actually following best practice?"
- "Where can I track my instance health, performance, and uptime?"
- "Are we getting the most from what we've already invested in?"
❓Not sure where to start? Our different types of accelerators can help across various scenarios — whether you need an introduction to a platform capability, a review of your instance configurations according to best practices via Health Scan findings, or guidance on migrating to new features.
The true value of an accelerator lies in the outcomes enabled by the capabilities it unlocks.
🤖 For example, take the Jumpstart Your Virtual Agent accelerator. Our Impact experts remove barriers to ensure Virtual Agent adoption is accelerated. Leveraging the expertise transferred during the session, your platform team is empowered to implement Virtual Agent in production. Potential outcomes include reduced number of incidents/cases worked, reduced effort to resolve incidents/cases, and fewer incidents overall.
7. What do we need to prepare beforehand?
Three things:
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Request the accelerator and provide permission to clone a copy of one of your instances for the session where necessary. For Jumpstarts and TuneUps to proceed, you must provide permission to clone your instance. As a result, customers hosted in certain restricted environments or with domain-separated instances under certain conditions may not be eligible for these types of accelerators. Please contact your Customer Success Manager for more information.
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Availability of one or more customer resources is required to attend the session per the accelerator's instructions. For example, the Health Assessment accelerator requires your Platform Owner and recommends your System Administrator, Enterprise Architect, Developer, and Partner.
- Customer resources must have access to the customer support system ('NowSupport') and the Impact Delivery Instance (impact.servicenow.com/now) to ensure readiness to undertake the accelerator.
8. How many accelerators can we run?
👉 For Guided customers, you can run one ( 1 ) accelerator at a time.
👉 For Total customers, you can run two ( 2 ) accelerators at a time per catalogue, with a maximum concurrency of six ( 6 ).
For more information, please contact your Customer Success Manager.
9. Can accelerators be used to fix production issues?
🚫 No. Technical Accelerators are not designed for hands-on keyboard support.
The Impact team will not perform any implementation, configuration, staff augmentation, or training.
Instead, NowSupport is your launchpad to access self-service and technical support. Please raise a ticket with NowSupport if anything is not working as expected in your instance.
10. Can we customise the scope of the accelerator?
Each accelerator includes a predefined scope and outcomes, but it can be tailored slightly to your environment and priorities — not fully redesigned.
Please contact your Customer Success Manager for more information.
11. How do accelerators compare to partner engagements?
Accelerators and partners serve different purposes but deliver the greatest value together.
Technical Accelerators are fixed-scope offerings that do not provide hands-on keyboard support or implementation services typically delivered through partner engagements.
ServiceNow certified partners transform accelerator recommendations into action. They bring deep platform expertise, delivery capacity, and implementation experience to help your organisation move from insight to execution more quickly and with less risk.
In practice, Technical Accelerators often help prepare, de-risk, or complement partner-led work by providing clarity on priorities and best practices, whilst partners focus on building and configuring solutions to deliver measurable business outcomes faster.
12. What happens after an accelerator ends?
As part of the handover, the technical consultant will provide:
- Access to a temporary instance for 30 days post-coaching session (if applicable)
- Materials presented in the session and any other relevant resources
At any time, you can navigate to the Impact Delivery Instance (impact.servicenow.com/now) or the Impact Store App to view shared files via the Activity Centre or a log of your completed accelerators via Initiatives & Accelerators.
13. Can we repeat an accelerator we've already completed?
✅ Yes.
You may choose to revisit an accelerator for various reasons, such as different stakeholders or teams wanting to attend, updated accelerator scope or content, or if the accelerator was previously delivered but left in the backlog.
14. There is no accelerator for a topic I'm interested in. What can I do?
Please share this feedback with your Customer Success Manager or in your Impact Customer Satisfaction Survey for internal review to inform future releases of Technical Accelerators.
15. How do I request an accelerator?
➡️ Head to your Impact Delivery Instance (impact.servicenow.com/now) or the Impact Store App (if you've already installed it in your instance) to raise a request whenever you're ready.
📩 Reach out to your Customer Success Manager for additional support.
If you have more questions, check out some of the links below:
Impact Accelerator Temporary FAQ
How Impact Accelerators Can Help You On Your ServiceNow AI Journey
Impact Guided Package Addendum
