--- sourceDocument: Australia Impact sourceDocumentLink: https://www.servicenow.com/docs/r/australia/impact Release : - australia ft:locale : - en-US ft:publication_title : - Australia Impact ft:clusterId : - ipact bundleId : - ipact --- # Work with experts # Work with experts {#ariaid-title1} Release version: Australia Updated July 7, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Work with experts The Work with experts service provides your team with an on-demand Impact Squad of specialized professionals who help address your unique ServiceNow transformation challenges. This collaborative approach ensures alignment with your organizational goals, accelerates value realization, and supports ongoing platform adoption and performance. Show full answer Show less ## Impact Squad Roles and Responsibilities * **Customer Success Manager:** Acts as your primary contact, orchestrating content and recommendations aligned with your goals and ServiceNow products. They manage delivery of Impact Foundations, Accelerators, and your Customer Impact Plan, coordinate internal teams, manage risks, and promote customer advocacy. * **Customer Success Executive:** Provides strategic advisory on transformation strategy, governance, value management, and program execution. They help build governance models, drive user adoption, and ensure operational consistency and innovation. * **Platform Architect:** Guides technical architecture, strategy, and governance to establish a foundation for long-term success. They focus on platform standardization, technical governance, rapid upgrades, and building a value-driven platform team. * **Support Account Manager:** Delivers support services and platform performance management including operational reviews, performance reporting, case and problem management, change management, and upgrade oversight. ## Customer Impact Plan (CIP) The CIP is a strategic roadmap co-created with your Impact Squad to accelerate value, enhance adoption, and optimize performance. It outlines objectives, capabilities, accelerators, training, and platform health, involving key stakeholders like executives, platform owners, and service owners. The CIP guides progress tracking, expectation setting, and strategy adaptation. ## Impact Steady State Following the initial Impact Foundations phase (usually after 90--120 days), the Steady State cadence sustains momentum on your Impact Plan through ongoing monthly or quarterly activities. This includes regular checkpoints, periodic reviews, and success focus areas to maintain alignment and ensure continuous progress toward your business goals. ## Impact Deliverables and Review Cycles Deliverables vary by Impact package (Guided, Advanced, Total) but generally include: * **Quarterly Review Cycle:** Evaluates the current state of your ServiceNow platform and onboarding experience. * **Periodic Support Review (PSR):** Quarterly reports covering case management, service metrics, instance performance, and upgrade planning. * **Outcome Insights Review:** Assesses alignment of success metrics with expected improvements, supported by data collection guidance and Value Management tools. * **Quarterly Impact Review Executive Briefing:** Strategic discussions with executives focusing on outcomes, value delivered, and business priority achievement. Additional Foundations activities may be re-invoked as Accelerators during Steady State to address evolving needs. ## Practical Benefits for ServiceNow Customers * Access to specialized experts who coordinate and drive your transformation strategy and delivery. * A structured, collaborative approach to maximize platform adoption and business value. * Clear visibility into progress and performance through regular reviews and strategic briefings. * Risk mitigation, governance, and technical guidance to sustain long-term platform success. * Tailored support and operational management to ensure platform health and continuous improvement. Your Impact Squad is a team of on-demand experts who work with you to take on your team's unique transformation challenges. {#impact-squad__table_qys_dgm_25b__entry__2} | 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. {#impact-squad__ul_ylf_2lj_khc} | | 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. {#impact-squad__ul_zlf_2lj_khc} | | 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. {#impact-squad__ul_amf_2lj_khc} | | 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 {#impact-squad__ul_bmf_2lj_khc} | [Table 1. Impact Squad] {#impact-squad__table_qys_dgm_25b} ## Customer Impact Plan {#impact-squad__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. 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, . ## Impact Steady State {#impact-squad__section_nsz_zkj_tjc} 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 {#impact-squad__section_pw5_yhk_y1c} Based on your Impact package, the deliverable outputs may vary: ✓ = Common standardized feature set. ![Green check mark icon]() = Includes unique package-specific features {#impact-squad__table_o23_vdk_y1c__entry__5} | 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. | ✓ | ![Green check mark icon]() | ![Green check mark icon]() | [Table 2. Impact deliverables per package] {#impact-squad__table_o23_vdk_y1c} ## Quarterly Review Cycle {#impact-squad__section_own_m4y_1xb} 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](https://www.servicenow.com/docs/6rSv~oVfxi0IYefWTueCrA "The value management constitutes a continuous loop of the end-to-end process of managing the value lifecycle, inclusive of envisioning value, creating value, ongoing management, optimization, and validation of value realized with the Impact store app."). 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. {#impact-squad__ul_kym_t2v_jyb} 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. **Related concepts** * [Impact packages](https://www.servicenow.com/docs/eCaoimjTPIkzCfWxhoV9Ig "ServiceNow Impact is available in core packages, Guided and Total, with optional add-on packages to extend your entitlements.") * [Get started with Impact](https://www.servicenow.com/docs/YO6gzm4VKefoY45PoBCOGA "A curated bundle of activities that help new Impact users begin their ServiceNow Impact journey and establish a foundation for achieving business objectives.")