Work with experts

Note:

If you're a Guided customer, you will have a Customer Success Manager.
If you're a Total customer or a Guided customer with Add-Ons, you will have an Impact Squad, which includes a Customer Success Manager, Customer Success Executive, Platform Architect, and Support Account Manager. See Impact packages for information about available Add-ons.

Table 1. Impact Squad members
Title	Role
Customer Success Manager	Acts as the primary point of contact for curating and coordinating content, guidelines, and recommendations aligned with your organizational goals and ServiceNow product mix. Key responsibilities: Serves as your advocate for business value and orchestration lead across all Impact features and benefits. Manages delivery of Impact Foundations, Impact Accelerators, and the development and execution of your Customer Impact Plan. Oversees a diverse customer portfolio, ensuring deliverables align with goals, business objectives, capabilities, and success metrics. Drives recommendations, addresses roadblocks, provides updates, refines the Customer Impact Plan, and reports on adoption. Conducts periodic business reviews, kick-off calls, and regular check-ins with customers. Coordinates with internal teams (Sales, Product, Support) to resolve issues, mitigate risks, and drive customer success. Manages critical risks and mitigation strategies through a predefined process, ensuring smooth onboarding for new customers. Promotes customer advocacy by highlighting success stories and use cases.
Customer Success Executive	An accomplished digital transformation leader who advises on strategy, governance, value management, and program execution for achieving desired business outcomes. Drawing on insights from numerous successful engagements, this role specializes in guiding customers through key transformation decisions across the ServiceNow journey. Key responsibilities: Drives your ServiceNow transformation strategy and roadmap to achieve business objectives. Identifies the right implementation plan and partner strategy to accelerate outcomes. Builds governance and operating models that ensure success and drive user adoption. Applies value management to measure progress and strengthen transformation results. Serves as a trusted advisor, coordinating ServiceNow experts and resources for enduring success. Shapes organizational strategy by identifying trends, refining guidelines, and aligning delivery approaches with market demands. Drives operational consistency and excellence by standardizing delivery methods and ensuring quality with Delivery teams. Contributes to innovation with cross-functional teams to enhance ServiceNow’s offerings.
Platform Architect	Extends beyond technical expertise with proven management consulting and professional services experience to guide you with technology strategy and governance, as well as provide actual solution design and architecture as follows: Establishes an enterprise-wide technical architecture and implementation strategy to set the foundation for enduring success. Drives standardization and general guidelines platform management, enabling you to focus on value delivery. Institutes technical governance to optimize platform performance and minimize long-term technical risk. Enables rapid upgrades to new features and innovation that drive new value. Builds a platform team focused on delivering value and innovation.
Support Account Manager	Provides support services and platform performance management, such as enhanced support and driving activities like operational reviews, performance reports, case management, and more as follows: Bi-weekly operational reviews Monthly performance reports Quarterly periodic support reviews Case management and escalations Problem management and reporting Change management and reporting Upgrades, patch planning, and oversight

Customer Impact Plan

The Customer Impact Plan (CIP) is the mutually agreed strategic roadmap that focuses on accelerating value realization, enhancing platform adoption, and promoting optimal performance through tailored guidance and support.

It outlines the customer journey to achieving your goals with the ServiceNow platform and is part of the Impact deliverable for Guided, Advanced, and Total customers.

Your Customer Success Manager (CSM) actively maintains the CIP throughout the ServiceNow journey, which evolves according to your unique customer needs.

The CIP contains information related to the following:

Objectives and Outcomes
Capabilities Maps
Accelerators
Training
Platform Health

The CIP serves as a roadmap to help you achieve your goals, track progress, set expectations, and adapt strategies. It involves stakeholders, such as executive sponsors, platform owners, architects, product owners, and service owners, alongside the CSM.

Impact Steady State

Impact Steady State is the cadence that keeps you on track with your Impact Plan and associated business goals that follows the Foundations phase, generally beyond 90–120 days of engagement.

After completing Impact Foundations, certain activities continue quarterly and monthly for ongoing maintenance and success.

Deliverables

Based on your Impact package, the deliverable outputs may vary:

✓ = Common standardized feature set.

= Includes unique package-specific features

Table 2. Impact deliverables per package
Impact deliverable	Description	Guided	Advanced	Total
Quarterly Review Cycle	Kicks off the onboarding experience and evaluates the current state of the targeted areas for analysis for your ServiceNow Platform.	✓

Quarterly Review Cycle

The standard initiatives are executed in consistent, timely intervals to keep you on pace and consists of the following:

Periodic Support Review (PSR): A quarterly report of your cases, problems, changes, and real availability, including service metrics, instance performance data, and upgrade and patch information.
Review of Outcome Insights: A progress review to assess how well success metrics align with target improvements outlined in Value management. Guidance on approaches to data collection for this review will be delivered by the Impact squad, with an overview of configuration alternatives, including Impact ’s Value Management applications.
Quarterly Impact Review Executive Briefing (QIR Executive Briefing): A strategic level conversation with customer executives that focuses on the outcomes and value that Impact is delivering toward achieving your business priorities, including holistic support and value realization reviews.

Note:

Some Foundations may be re-invoked on request during the Steady State phase as an Accelerator. For more information on the operating model, reach out to your Impact Squad.

This phase includes regular checkpoints to keep your Impact Plan on track. A sequence of success focus areas or services and resources are utilized to achieve the desired outcomes. Checkpoints maintain alignment with the Impact Plan and success methodology and can continue monthly or quarterly for ongoing maintenance and success.