What is the Impact Capabilities Map?

[Harsha Neerchal]

A common problem we hear from ServiceNow customers is that it's hard to know what you're actually entitled to after you've signed the dotted line on your contract. Even more confusing is trying to figure out if you're even using everything you've bought!

To solve this problem, we created the Capabilities Map, which you can access within ServiceNow Impact, right on your instance.

So what is the Capabilities Map? It's pretty simple. It's an inventory of ALL the ServiceNow products that you're entitled to.

It's much more than just a purchase receipt, you also get the following:

📋 Detailed descriptions of each capability you own
📂 Links to relevant product documentation, so you don't have to go searching for it
🚀 Links to related Accelerators for each capability (if you don't know what an Accelerator is, learn more HERE)
📊 Usage status for each product you own, so you know what you're ACTUALLY using

To help you get started - check out this 6 minute video that tells you exactly how to navigate and set up your Capabilities Map:

Let's also cover some common questions we frequently get about the Capabilities Map:

Where does the usage status data come from?

Directly from your instance!

How frequently does the usage status update?

In near-real time. At maximum, there may be a 24-48 hour delay.

What does each usage status mean?

▪️Planning - a product that's not yet implemented, but is on the roadmap

▪️Implementing - a product that's currently being implemented

▪️In use - a product that has active usage based on its tracked usage metric (this is a metric defined by ServiceNow, for example, "incidents created"). If the usage metric for a product is >0, it is classified as "In use"

▪️Not in use - a product that does not have active usage based on its tracked usage metric (the tracked metric = 0)

▪️Needs validation - a product that doesn't have a usage metric that we're tracking. These products get tagged as "needs validation", and the status will need to be manually updated

▪️No intent to use - a product you're not planning to implement

Do the usage statuses update automatically for everything listed in my capabilities map?

It depends. For some products, the "In use" and "Not in use" statuses will start to update automatically once you've implemented them.

However, some of our products don't have usage telemetry yet, and are tagged as "Needs validation". The usage status for these products will need to be manually updated. 

"Planning", "Implementing", and "No intent to use" are all statuses that you will need to tag manually.