Who can I ask for help?! Your Guide to the People Side of ServiceNow Impact

Harsha Neerchal · ‎09-05-2025

Who can I ask for help?

Your guide to the people side of ServiceNow Impact

A big part of what you get with ServiceNow Impact is help from our team of experts. Here’s a walk through what you get and who you can work with, so you know exactly where to go. Some of this looks a little different depending on the Impact plan you bought (Guided, Guided with Add-Ons, or Total), so we’ll call out the differences as we go.

24/7 Support

This one’s simple. If you’re paying for Impact and you log a P1 or P2 incident, we’re available around the clock, every day of the week, to fix it.

Impact Squad

A team of ServiceNow experts who are there when you need help. Here’s who you’ll work with:

📝	Customer Success Manager Your main point of contact for coordinating any Impact-related activity.
💡	Customer Success Executive Your strategic advisor, who helps you craft your business transformation plans.
🚀	Platform Architect Your technical advisor, who helps you grow your platform while keeping it healthy.
🆘	Support Account Manager Your mechanic, who you call when something’s broken on your platform.

Who you get depends on your plan. Guided customers have a Customer Success Manager. Total customers get the whole gang above. Guided customers with Add-Ons land somewhere in between, depending on the Add-Ons purchased.

Accelerators

Mini working sessions where you get help on a specific topic, anywhere from a single hour to several sessions over a few weeks. There are three types:

👨‍🏫	Technical For learning more about a ServiceNow product, or optimizing something you’ve already implemented.
🤝	Strategy For setting up your org structure and processes to get the most out of ServiceNow.
💚	Architecture For building a strong, healthy, and scalable technical foundation for your platform.

Which Accelerators you can access depends on your plan. Browse the full Accelerator Catalog to learn more.

Developer Support

Submit up to 200 lines of code at a time for one of our support engineers to help you fix.

Note: Developer Support is a break/fix service for existing code that has become defective. You can’t use it to workshop or test new code implementations.