Welcome to ServiceNow Impact - Let's Get Started!

Harsha Neerchal · 4 weeks ago

So you’ve purchased ServiceNow Impact – congrats! Now that you have it, let’s make sure you know exactly what you’re getting, how to use it, and where to go to learn more.

Before we get into any specifics, the FIRST thing you should do is download the Impact App and get familiar with it – we’ve got a short video that shows you exactly how to do it HERE.

Ok. So what is Impact anyway? It's ServiceNow’s Customer Success product, designed to help you get the most out of your ServiceNow investment.

What the heck does that actually mean? It’s pretty simple – Impact helps you:

1️⃣ Plan your implementation

2️⃣ Know what you’ve bought, and if your people are using it

3️⃣ Keep your platform healthy and your code reliable

4️⃣ Fix your platform if it’s not working

5️⃣ Get help from an expert when you need it

You get all of this through both software and people:

The Impact App (the software 🖥)

▪️HealthScan – a scan that checks your instance for technical debt

▪️Proactive Code Check – a scan that ensures your update sets are safe to deploy to production

▪️Instance Observer – an observability platform for your ServiceNow instances

▪️Product Adoption Roadmap – a customizable implementation project plan

▪️Capabilities Map – an inventory of what you’ve bought, and if you’re using it or not

▪️Value Journey – a dashboard that tracks the ROI you’re getting from ServiceNow

ServiceNow Experts (the people 🤓)

▪️24/7 Support – break / fix help

▪️Accelerators – a tactical engagement with an expert (could be a day, or over a few weeks)

▪️Developer Support – expert-led code fixes

▪️Impact Squad – experts who work directly with you to answer ANY question that you might have (if you’re a Guided customer, you’ll have a Customer Success Manager. If you’re a Total customer or a Guided customer with Add-Ons, you’ll have a bigger team)

So now that you know what Impact is and what you’re getting, let’s get you started!

Like we said at the beginning, the best way to dive in is to download the Impact App and get familiar with it. Once again, if you need help, check out our post HERE that tells you exactly what to do.

Your Customer Success Manager, along with any other folks who are on your Impact Squad will work with you over the first 4 months of your Impact purchase to create a success plan tailored for you.

If you have more questions about Impact, check out some of the links below:

For more detailed information about our features:

Product Adoption Roadmap

For information about our latest product releases: