Value reports

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Value reports

    ServiceNow’s Value Reports enable customers to quantify the operational and monetary value realized by adopting and using ServiceNow products. These reports evaluate improvements in key success metrics over time and translate them into financial terms, aligning with the customer's targeted objectives and outcomes. Impact squads collaborate with customers to validate results, confirm assumptions, and quantify value accurately.

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    Key Features

    • Impact Deliverables: Value Reports are available as customer accelerators for both guided and advanced customers, focusing on incremental value typically over the past year, but can also assess overall value if pre-implementation baseline data is available.
    • Historical Baseline Identification: The Impact squad helps determine an appropriate baseline period, usually 12 months of data before recent performance, to measure improvements effectively. For overall assessments, baseline data should come from legacy systems prior to ServiceNow implementation.
    • Current Performance Comparison: Recent success metric data, typically covering the past 12 months, is compared against the baseline to quantify improvements.
    • Validation of Assumptions: Impact squads work closely with customers to validate key assumptions and inputs, ensuring the financial quantification of improvements is accurate.
    • Data Collection Support: Options such as the Impact Value Journey data collection applications (available in the ServiceNow Store) can assist with ongoing data collection for continuous value management.

    What Customers Can Expect

    • A clear, quantified assessment of the value driven by ServiceNow adoption, supporting business cases and ongoing value management.
    • Collaboration with ServiceNow Impact squads to ensure data accuracy, assumption validation, and alignment with business objectives.
    • Insight into operational and financial improvements that help demonstrate the return on investment with ServiceNow.
    • Support for ongoing monitoring through established data collection processes and tools to maintain visibility into realized value over time.

    Your impact squad can work with you to calculate the operational or monetized value you have realized with ServiceNow in a Value Report.

    The Value report evaluates the impact of improvements in key success metrics over time and translates them into operational and monetary value. These metrics align with the target objectives and outcomes you have been working toward. If you are a guided or advanced customer, your squad will collaborate with you to validate results, confirm key assumptions and inputs, and quantify the realized value in financial terms.

    Table 1. Impact deliverables per package
    Impact deliverable Description Guided Advanced Total
    Value Report A quantified assessment of the value realized by driving adoption and usage of ServiceNow products. Available as a customer accelerator. ✓ ✓
           

    Typically, this will be an incremental value assessment, assessing the value of improvements during the past year after driving further adoption and usage of the ServiceNow platform.

    However, you may work with your squad to assess overall value realized with ServiceNow (comparing pre- and post-implementation performance) if you are able to provide pre-ServiceNow baseline information for the success metrics.

    You may have already initiated ongoing data collection for these key success metrics through your Quarterly Review Cycle. If not, however, your Impact squad will work with you to provide an overview of data collection options to support this process of ongoing value management.

    Note:
    One option for data collection is the Impact Value Journey data collection applications. These applications can be accessed through the ServiceNow Store.
    Key Elements of value report Description
    Historical baseline
    • , The Impact squad will work with you to identify a historical baseline period that you would like to use for your value report.
    • If you would like to assess overall value of ServiceNow (pre vs. post Implementation) 12 months of historical data points from your legacy system should be gathered before decommissioning.
    • Otherwise, the impact squad will work with you to identify an appropriate period, typically a 12 month-window ending at least one year ago, to be able to compare recent results to a historical baseline.
    • As part of the value realization assessment, the success squad delivers a value report to highlight the value you’ve realized compared to if you had not moved to the ServiceNow platform.
    • Baseline data is ideally collected for all success metrics that are linked to your objectives and outcomes.
    Current actual results
    • The value report is created based on recent performance of success metrics, typically covering the past 12 months.
    • TThe squad compares the success metrics from this period against the historical baseline to measure improvements
    Value reporting actuals
    • To quantify these improvements financially, the Squad collaborates with you to validate key assumptions in the report.
    • Aligning on these assumptions ensures an accurate estimation of the value achieved.