Navigating Impact

  • Release version: Australia
  • Updated March 12, 2026
  • 5 minutes to read
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    Summary of Navigating Impact

    Impact is a ServiceNow tool designed to help customers quickly access new and updated features with personalized guidance. It provides a centralized home page that delivers relevant content and recommendations tailored to each user's role and subscription package. Access to Impact requires appropriate entitlements, and navigation varies between the Impact Store Application and the Impact Delivery Instance.

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    Key Features

    • Impact Home Page: Acts as a central hub displaying key components and widgets such as Recommended Next Steps, Learn About Impact, Curated Content, Impact Squad, Impact Foundations, Work Items, and Stay Updated.
    • Recommended Next Steps: Offers personalized, actionable suggestions like workshops, training, or accelerators. Users can accept, open links, convert recommendations to work items, or hide irrelevant suggestions based on their permissions.
    • Learn About Impact: Provides onboarding resources including an overview of major Impact areas, video demos, guided tours, and a "What’s New" modal highlighting recent features. Content adapts to the user’s subscription package.
    • Curated for You: Displays tailored news, webinars, workshops, and events relevant to the user’s product and organization, with filtering and favorites options to manage content visibility.
    • Impact Squad and Partners: Shows subscription details and the Impact team members involved, plus partners who assist with account management.
    • Impact Foundations: Tracks progress through five key engagement steps, offering a structured approach to accelerate value delivery and maintain momentum via quarterly initiatives.
    • Work Items: Allows viewing and managing Strategic Portfolio Management (SPM) and Collaborative Work Management (CWM) work items created within Impact.
    • Stay Updated: Provides access to ServiceNow customer case studies filtered by industry or solution, and links to release notes and upgrade information.
    • Impact Delivery Instance: From the Impact Store Application, users can quickly access the Impact Delivery Instance (formerly IDE portal) for additional features like Activity Center and Benefits & Usage.

    Practical Benefits for ServiceNow Customers

    • Accelerate Adoption: Personalized recommendations and onboarding tools help your teams quickly engage with new ServiceNow features and maximize value.
    • Streamlined Navigation: The home page consolidates essential resources and tasks, reducing time spent searching for relevant content.
    • Enhanced Collaboration: Visibility into Impact Squad members and partners facilitates communication and support.
    • Proactive Value Management: Impact Foundations and work item tracking help maintain momentum on key initiatives and measure progress.
    • Stay Informed: Curated news and case studies keep your teams updated on best practices and industry trends.

    Use Impact to obtain new and updated features quickly. Leverage the home page for a personalized value guidance to get relevant and immediate access to the right content, at the right time.

    Important:
    To access Impact, be sure to have the appropriate entitlements. See for details. For setup information, see Configuring Impact.

    Impact Home page

    Use the Impact Home page to obtain new and updated features quickly. Leverage the home page for a personalized value guidance to get relevant and immediate access to the right content, at the right time.

    Important:
    Users may experience different navigation steps in the user interface between the Impact Store Application and the Impact Delivery Instance.
    • For the Impact Store Application, navigate to All > Impact > Overview from your ServiceNow instance.
    • For Impact Delivery Instance, navigate to your Impact URL to open the home page.
    The Impact Workspace home page is a central hub that guides and enables you to launch your application's key components from each of its respective widgets:
    • Recommended next steps
    • Learn about Impact
    • Curated for you
    • Your Impact Squad
    • Impact Foundations
    • Work Items
    • Stay updated
    • Impact Delivery Instance

    Recommended next steps

    Recommended next steps provide personalized suggestions tailored to you. These recommendations are steps that you can ideally focus and act on. Recommendations can be anything like attending a workshop, getting started on a training, applying for an event, initiating an accelerator, and other such activities. Only the latest three published recommendations are displayed here in the home page. To view the complete list, select View full list.

    You can select any given recommendation and get started on it by selecting View Details for each of the recommendations, which displays a model. You can learn about the recommendation and if you aren’t interested in that you can reject it by selecting the Hide option. Options to act on each recommendation vary depending on the type and source of the recommendation:
    • If it’s a recommendation that is related to an accelerator, then you can accept it by selecting Get Started.
    • If it’s a recommendation suggested for you to act on it or something that you might be interested in, then select Open Link.

    If it’s a recommendation related to Strategic Portfolio Management (SPM), then you can convert the recommendation to a work item by selecting Convert to work item. Based on your specific permissions, this action converts the recommendation to a work item and shows the details of the recommendations.

    For more information on convert to work item, see:

    For more information on recommendations, see Use the recommendations list.

    Learn about Impact

    Use this section to onboard your team with a step-by-step guidance and help them understand Impact features. The features available are based on your products and package.

    Impact Overview
    This page has information on all the major areas within Impact such as Introduction, Impact Squad, Value Management, Product Adoption, Platform Health, Expertise Access, Key deliverable. The content is based on your subscription package such as Guided, Advanced, or Total.
    Watch demo:

    Watch a video demonstration of Impact for a walk-through of the various features of Impact in the Impact Overview Demo modal window.

    Guided Tour:

    Launch the guided tour to onboard your users to experience the ServiceNow Impact application. Select the Learn about Impact > Guided Tour link to familiarize yourself with the Impact navigation menu and other feature links in the home page of the Impact store app.

    What’s new:

    When the customers land on the homepage for the first time, the What’s new modal displays the core new features. If you wish to view the modal information anytime during the impact session, select the Learn about Impact > What’s new link.

    Curated for you

    This section features current information, curated news, webinars, workshops, and upcoming events that are specific to your product and organization. The Impact Squad team prepares monthly digests and content relevant to you, and the topics appear here as the highlights.

    Use the Preferences settings option to filter content that is relevant to your workflow, business area, or features. Save the preference settings so you can view the content that you are interested in the landing page when you enable the Preferences button.

    Similarly, you can save a news item or an upcoming event as your favorite by selecting the add to favorites (Add to favorites icon.) icon in the topic tile. The next time when you enable Favorites only button you can view all your favorite news bits and events.

    Save a curated item as your favorite.

    Help Center

    When you are on an Impact page, to view its contextual help content, select the icon in the Navigation pane.

    Impact Squad

    This section displays your subscription package along the name and role of the Impact team members you interact with, in your Impact journey.

    For more information on the team and roles, see Impact Squad.

    Partners

    The names of Impact partners that you have added are listed here.

    This section displays the names of your partner users who have access to your Impact Store application and assist you in managing your Impact account.

    Impact Foundations

    View the progress that your team is making in a linear form. Use the slider arrows to scroll across the five Impact tracker steps. Impact Foundations is a fit-for-purpose set of account-level initiatives to start you on the fast track to value and to maintain momentum via a streamlined quarterly motion.

    Provides guidance for initial engagement for both new or seasoned customers and sets a baseline analysis of your current state and clear next steps to speed up your time to value, laying the groundwork for every action you take on the platform.

    Work items

    View the Strategic Portfolio Management or the Collaborative Work Management (CWM) work items created in impact.

    Select View work items to view or edit Strategic Portfolio Management (SPM) or Collaborative Work Management (CWM) work items created in Impact.

    For more information, see Work items in the Impact Store Application.

    Stay updated

    Stay updated with Case Studies that interest you. Selecting the link takes you to a page where ServiceNow customer stories are featured based on industry, products, solution, or region.

    The release notes link takes you to Impact features and content that are documented for each release and are available to ServiceNow customers. For more information, see Release Notes and Upgrades.

    Impact Delivery Instance

    If you are in the Impact Store Application, access Quick links that take you directly to the Impact Delivery Instance, which was formerly known as Impact Digital Experience (IDE) portal.

    Select Activity Center and Benefits & Usage to know more about the features listed in this section.