Impact packages

ServiceNow® Impact is available in core packages, Guided and Total, with optional add-on packages to extend your entitlements.

Impact core packages

Impact includes Platform Health, Instance Observer, Value Management, Product Adoption, and access to the Accelerator & Initiative catalog.

Table 1. Impact core packages table

Package	What you get
Guided	The Impact App, 24/7 support, limited concurrence Accelerator catalog access, and guidance from a Customer Success Manager
Total	Everything in Impact Guided, enhanced response times for Priority 1 and Priority 2 tickets, Developer Support, expanded access to the Accelerator catalog, and a dedicated Impact Squad

Integrated Success

An Integrated Success package is available that includes all Impact entitlements related to the Impact Total package with the addition of implementation services engagements.

Experts included in your implementation services engagements vary based on your specific agreement. The Implementation Service is initiated through the Free Form initiative in Impact. See Request Accelerators and Initiatives for information.

Entitlements

The entitlements available for Impact features, Accelerator catalog concurrency, Squad, Support, and Add-ons vary between the Impact packages.

Impact Squad

Impact Squad is a team of dedicated professionals who help you manage your Impact platform based on your Impact package entitlement.

Table 2. Impact Squad per Impact package

Squad members	Package entitlement
Customer Success Manager, Customer Success Executive, Platform Architect, Support Account Manager	Total
Customer Success Manager	Guided

Note:

See Work with experts for details for each Impact Squad member.

Platform Health capability per package

The Impact packages include certain threshold availability for Platform Health. The following table lists the differences in capabilities per package:

Table 3. Platform Health features matrix

Capability	Guided	Total
Scan Engine active custom definitions	Up to 10	Unlimited
Scan Engine proposed fix	Not included	Included
Instance Observer seats	5	10
Instance Observer data look back period	45 days	6 months
Instance Observer alerts	6 alert types	40 alert types
Instance Observer analytics	Not Included	Included

Note:

Check your entitlements to determine whether you have access to Now Assist features in the Impact Store Application.

Accelerator concurrency

Accelerators are scoped engagements with a ServiceNow expert available in various Accelerator sub-catalogs, Technical, Strategy, Architecture, and Optimization. The sub-catalogs available and the number of Accelerators you can run concurrently vary by Impact package. See Accelerators and Initiatives for details.

Table 4. Accelerator sub-catalog and concurrency

Entitlement	Guided	Total
Catalog access	Technical Strategy (Partial) Architecture (Partial)	Technical Strategy Architecture Optimization
Concurrency	1 per sub-catalog	2 per sub-catalog (Technical, Strategy, Architecture) 1 per sub-catalog (Optimization)

Support

All Impact packages include 24/7 support for Priority 1 (P1) and Priority 2 (P2) issues. The following table displays the differences in initial target response times and Developer Support.

Table 5. Support response time table

Response category	Guided	Total
P1 initial target response	30 minutes	15 minutes
P2 initial target response	120 minutes	60 minutes
Developer Support	Not included	Included (10 seats)

Note:

See Impact Developer Support for details.

Add-on SKUs for the Impact Guided package

Table 6. Add-on packages for Impact Guided package

Add-on package	What you get
Strategic Value	Expanded Strategy Accelerator sub-catalog access +2 Strategy Accelerator concurrencies
Platform Governance	Expanded Architecture Accelerator sub-catalog access +2 Architecture Accelerator concurrencies
Managed Support	Upgrade P1 and P2 initial target response times Additional SAM coverage for 1 instance Developer Support (5 seats)
Preventive Care	Bi-annual performance assessments from an account escalation engineer, who reviews your instance performance data, makes improvement recommendations, and implements them for you.
Platform Optimization	Access to the Optimization Accelerator sub-catalog +1 Optimization Accelerator concurrency
Platform Health	Unlimited active custom definitions for Scan Engine Proposed Fix
Instance Observer Features	6 month data look back 40 alert types Instance Observer analytics
Instance Observer Seats	+10

Add-on SKUs for the Impact Total package

Table 7. Add-on SKUs for Impact Total

Add-On Package	What you get
Strategic Value	+2 Strategy Accelerator concurrencies
Platform Governance	+2 Architecture Accelerator concurrencies
Managed Support	Additional SAM coverage for 1 instance Developer Support (5 seats)
Preventive Care	Bi-annual performance assessments from an account escalation engineer, who reviews your instance performance data, and provides improvement recommendations.
Platform Optimization	+1 Optimization Accelerator concurrency
Instance Observer Seats	+10

Offered pursuant to the applicable ServiceNow Impact Package and Accelerator descriptions available at https://www.servicenow.com/legal/servicenow-impact.html.

Related concepts

• Work with experts
• Get started with Impact