Value management

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Value Management

    Value management in ServiceNow is a continuous, end-to-end process that manages the entire value lifecycle. This lifecycle includes envisioning, creating, ongoing management, optimization, and validation of value realized through the Impact Store app. It enables customers to understand and measure the value delivered by ServiceNow products within the same instance where their applications operate.

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    Objectives and Outcomes

    The process begins with defining high-level objectives linked to measurable outcomes that demonstrate value over time. Customers can select specific objectives to focus on, track progress, and identify which outcomes, success metrics, and capabilities best support their vision. This helps in telling a transformation story through operational performance and value reports.

    • Value measurement typically occurs on a yearly cycle, with possible exceptions.
    • Customers can measure a business objective across multiple ServiceNow instances using the Instance filter on Objectives and Outcomes and Outcomes Insights.
    • Outcomes Insights provide performance recaps with success metrics and trends to track objectives effectively.
    • Two key value concepts are Incremental Value (improvements realized after implementation) and Overall Value (total value gained over the year).

    Using Impact Value Management Data Collection Apps

    These apps provide detailed configurations and recommendations for collecting data necessary for value blueprints, outcome performance reports, and value reports within the Impact program. Available directly on the ServiceNow instance as part of the Impact package, they eliminate the need for separate downloads.

    • Leverage predefined data definitions within Performance Analytics (PA) to automate and optimize data collection for value metrics.
    • This streamlined data collection improves accuracy, efficiency, and customer experience in measuring value.

    Value Reports

    The Value Report translates improvements in key success metrics into operational and financial terms aligned with target objectives and outcomes. For guided or advanced customers, collaboration with ServiceNow squads helps validate results, confirm assumptions, and quantify realized financial value.

    The value management constitutes a continuous loop of the end-to-end process of managing the value lifecycle, inclusive of envisioning value, creating value, ongoing management, optimization, and validation of value realized with the Impact store app.

    Objectives and outcomes

    The value management lifecycle starts with the creation of the Objectives and outcomes, which captures your objectives, which are high-level goals tied to measurable outcomes that help illustrate value over time. Understand and measure the value you receive from the ServiceNow products in the same instance where your applications live. By default, this cycle is executed on a yearly basis, although deviations of this time frame are possible by exception.
    • Decide which objectives you want to focus on and track your progress.
    • See which outcomes, success metrics,and capabilities will best support your vision.
    • Tell your transformation story with operational performance and value reports.
    • Measure a selected business objective under the same product across multiple ServiceNow instances. Use the Instance option on the Objectives and Outcomes, and Outcomes Insights to filter objectives and outcomes by the ServiceNow instance.

    Outcomes Insights

    Performance recap includes a table displaying various success metrics.

    Trends can easily be filtered and viewed to track objectives and outcomes.
    • Incremental value: The value of the improvements realized during the year after implementing the ServiceNow platform.
    • Overall value: The overall, comprehensive value that the ServiceNow platform has brought to your organization during the year.

    Using Impact Value Management data collection apps

    Impact Value Management data collection apps are a detailed overview of the Report configuration options and potential implementation recommendations for collecting the data required for your value blueprint, outcome performance report, and value reports that are part of the Impact program. See Enable data collection for Value Management for additional information on how to use the data collection apps to simplify and optimize the value metrics data collection process using Performance Analytics (PA).

    The Impact Value Management data collection apps are available on the ServiceNow Impact Store Application. These apps are accessible directly on a your instance as part of the Impact package, eliminating the need for separate downloads from the store or individual content packs. By leveraging predefined data definitions within Performance Analytics (PA), customers can automatically collect essential data for Value Metrics. This streamlined approach enhances the accuracy and efficiency of data collection for value measurement, providing a seamless experience and improving both customer satisfaction and product evaluation in the Value management within Impact.

    For more information on data collection toolkit, see Enable data collection for Value Management.

    Value Reports

    The Value report evaluates the impact of improvements in key success metrics over time and translates them into operational and monetary value. These metrics align with the target objectives and outcomes you have been working toward. If you are a guided or advanced customer, your squad will collaborate with you to validate results, confirm key assumptions and inputs, and quantify the realized value in financial terms.

    For more information on value reports in Impact, see .