From a Spark to a Strategy: Why I Love Working on ServiceNow Impact

[SaaniyaC]

When people ask me what I love most about working at ServiceNow, I could give them the obvious answers: the platform, the culture, the innovation. But truthfully?
The thing that gets me excited every day is working on Impact.

Yes - the ServiceNow Impact product.

What started as a bold experiment to help customers accelerate their outcomes has evolved into one of the most strategic, value-centric offerings in the ServiceNow portfolio. And I’ve had the privilege of being a part of this journey  and growing with it.

How It Started: The Idea Behind Impact

ServiceNow Impact didn’t begin as a product - it began as a promise.

A promise to bridge the gap between implementation and value realization.

Too often, organizations invest heavily in digital transformation but struggle to see results that are tangible, measurable, or sustainable. They go live..but then what? Teams lose momentum. Use cases stall. ROI feels blurry.

So, we asked a simple question:
What if we helped our customers get to value faster - and stayed with them every step of the way?

That’s how Impact was born. Not as another support tier or success package, but as a completely new category - 
Value Acceleration-as-a-Service.

How We Grew: From Side Offering to Strategic Product

At first, Impact started small , an exclusive, concierge-style offering for a select group of customers.But the feedback was loud and clear:
This wasn’t just “nice to have.” It was essential.

We evolved quickly - embedding ourselves into the very fabric of the ServiceNow customer journey:

• From basic enablement to guided success pathways

• From ad hoc advice to strategic KPI-driven planning

• From dashboards to real-time, in-platform intelligence

• From reactive support to proactive insight and action

Today, Impact is a full-scale product line — integrated, measurable, and tailored to the customer’s goals. It’s built directly into the Now Platform, supported by technical consultants, customer success managers, and an entire team of the Impact Titans that we call as The Impact Squad. It's no longer a bonus. It's a backbone.

What We Actually Do: The Real Work of the Impact Team

People often ask, “But what is Impact? What do you do on that team?”

Here’s the best way I can describe it: 

“We help customers extract the maximum possible value from their ServiceNow investment - continuously, intentionally, and with purpose.”

We do that through a blend of:

1. Personalized Digital Roadmaps

We design tailored success journeys based on the customer’s priorities - whether it’s improving time to resolution in ITSM, reducing risk in GRC, or speeding up onboarding in HRSD.

2. Embedded Platform Intelligence

We provide real-time visibility into adoption, consumption, and KPIs - not in a static report, but right inside the platform.

3. Proactive Guidance

We don’t wait for things to break. We surface opportunities, risks, and recommendations before the customer even knows to look for them.

4. Human Expertise

Behind every digital layer, there’s a team of experts, who guide, coach, and consult on how to scale transformation in the real world.

Why It Matters: The Strategic Role of Impact

Here’s the truth: technology alone doesn’t drive transformation.
People do. Process does. Execution does.

And that’s where Impact shines. It’s the layer that connects business goals with platform power. It ensures that what you implement actually moves the needle — in productivity, in cost, in experience.

It also shifts how organizations perceive IT — from a cost center to a value creator.

More than anything, it creates clarity. Customers can answer questions like:

• “Are we on track with our strategic goals?”

• “What features are underused — and why?”

• “Where should we invest next to unlock more value?”

• “How are we benchmarking against industry peers?”

With Impact, they’re not guessing anymore. They’re leading.

Why I Personally Love It

For me, working in Impact means being close to what matters most: customer success.

It’s not just about writing code or configuring modules. It’s about walking with the customer through complexity, change, and ambition, and showing them the art of the possible.

It’s the most human, most strategic, and most empowering work I’ve done in my career.

I’ve seen customers go from unclear roadmaps to confident rollouts. From stagnant metrics to accelerated outcomes. From “we think it’s working” to “we can prove it is.”

And being part of that shift , that lightbulb moment is the reason I come to work every day with purpose.

What’s Next: The Future of Impact

As ServiceNow grows, so does Impact.

We're now scaling into new product areas, integrating smarter AI and analytics, and driving even tighter alignment between business value and platform activity.

Impact is no longer just a support tool. It’s a strategy layer - one that’s woven into the heart of digital transformation.

And we’re just getting started.

Honestly speaking, when I was joining the Impact team in ServiceNow, I was a little skeptical about the product. I have been in the ServiceNow ecosystem for almost a decade now, but Impact, it still sounded questionable to me. However,  working on the Impact product has taught me that value isn’t a destination - it’s a discipline.
One that requires intention, partnership, and the right tools to measure progress.

If you’re a customer just starting out with Impact, my advice is this: lean in.

Ask the hard questions.

Use the dashboards.

Talk to your Impact team.

This isn’t just a subscription - it’s your accelerator.

And if you're a fellow ServiceNow professional thinking about where to grow next- consider Impact. It’s where value comes to life.

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