Impact packages

  • Release version: Australia
  • Updated July 7, 2026
  • 3 minutes to read

    • 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.