On-Demand Value Report

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of On-Demand Value Report

    The On-Demand Value Report Accelerator assists customers in evaluating the value achieved from up to two ServiceNow products. It summarizes key outcomes, potentially monetizing results based on standard ServiceNow objectives captured in the Impact Delivery Instance (IDI). This report is designed for incremental improvement analysis, ideally evaluated on a yearly basis to account for seasonal variations.

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    Key Features

    • Customer Kick-off Session: Aligns on the scope and purpose of the Value Report, reviewing available data and success metrics.
    • Working Sessions: Discusses key metric improvements and validates monetization assumptions with ServiceNow's support.
    • Customer Review Session: Final review and validation of the Value Report before delivery.
    • Time Frame: The entire process typically takes 2-4 weeks, depending on data availability.

    Key Outcomes

    Customers will receive a comprehensive Value Report reflecting their organization's performance improvements. Essential prerequisites include having products live for at least 12 months and defining objectives and metrics in the IDI. Customer involvement is required for validating assumptions and providing necessary data, with a focus on standard ServiceNow outcomes.

    Note: This Accelerator is exclusive to the Impact Guided package, while Impact Advanced and Total packages include Value Reports as part of their entitlement.

    Customers can use this Accelerator to request a Value Report for up to two ServiceNow products.

    Accelerator Overview

    This Accelerator helps Guided customers to understand the value their organization has achieved with ServiceNow products for standard ServiceNow objectives and outcomes.

    It provides a Value Report that summarizes key results and, if necessary, monetizes the results of key business outcomes for up to two products.

    Note:
    Only standard objectives and outcomes as captured in the Impact Delivery Instance (IDI) for selected products can be part of the Value Report.

    The Value Report provides incremental improvement compared to a prior period. ServiceNow teams recommend a year-on-year comparison as the ideal time frame for identifying performance improvement to account for factors such as seasonality, but other frequencies may be used based on a customer's needs.

    Prerequisites

    • Products analyzed must have been live for at least 12 months (exceptions may be discussed with your Squad).
    • Customer objectives, outcomes, and success metrics must be defined in the Impact Delivery Instance (IDI) and preferably discussed in Outcomes insights reviews with your CSM.

    What You Get

    Customer kick-off session (up to 1 hour):
    • Align on scope, purpose, and type of Value Report
    • Understand available data, review data request, or both, for success metric data

    Preliminary review of key metric improvements (completed by ServiceNow)

    Customer working sessions (as needed, up to 2 hours):
    • Review and discuss key metric improvements for the customer since the baseline period
    • Validate monetization assumptions

    Developed draft of Value Report (completed by ServiceNow)

    Customer review session (up to 1 hour):Review, validate, and deliver final Value Report.

    Time to Complete: Time taken to deliver the final Value report varies basis the customer and data availability, but the process typically takes between 2-4 weeks.

    Requested customer resources

    One or more customer resource is requested. The specific number of resources provided is Accelerator and customer specific.

    Table 1. Customer resource and responsibilities
    Customer resource Responsibilities Required Optional
    Platform owner Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. ✓
    Executive sponsor Primary strategic contact for ServiceNow. Responsible for driving the business decision to deploy new products.    ✓
    Business owners Line of business service owner(s) who can provide insight into the analysis to reflect the value realized by ServiceNow accurately. ✓
    Reporting specialist  Individual who can help provide and review the data required to complete the analysis. ✓

    Exclusions

    • Customer is responsible for validating key assumptions and providing data. Consult your CSM on secure and automated data sharing options
    • Report includes standard ServiceNow outcomes and success metrics and excludes the analysis of custom objectives or outcomes

    The delivery of this Accelerator is subject to a preliminary review by a Value SME to ensure that the availability and quality of data is sufficient to deliver a robust value report.

    Note:
    This Accelerator is available for the Impact Guided package. Impact Advanced and Total packages include Value Reports as an entitlement. See Value Reports for more information.