On-Demand Value Report
Summarize
Summary of On-Demand Value Report
The On-Demand Value Report Accelerator enables ServiceNow customers to request a detailed Value Report for up to two ServiceNow products. This report helps organizations understand the business value achieved from their ServiceNow investments by summarizing key results aligned with standard objectives and outcomes tracked in the Impact Delivery Instance (IDI). The report highlights incremental improvements over a prior period, ideally year-on-year, to account for factors like seasonality, though alternative timeframes can be used based on customer needs.
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Prerequisites
- Products analyzed must be live for at least 12 months (exceptions may be discussed with your Squad).
- Customer objectives, outcomes, and success metrics must be defined and documented in the IDI and preferably reviewed during Outcomes insights sessions with your Customer Success Manager (CSM).
What to Expect
The delivery process includes several collaborative sessions with the customer:
- Kick-off session (up to 1 hour): Align on report scope, purpose, and data availability.
- Working sessions (up to 2 hours total): Review key metric improvements and validate monetization assumptions.
- Customer review session (up to 1 hour): Validate and finalize the Value Report.
ServiceNow completes data reviews and drafts the Value Report based on available data. The typical turnaround time is 2 to 4 weeks, varying by customer and data readiness.
Customer Involvement and Roles
Successful delivery requires customer engagement, typically involving one or more of the following roles:
- Platform Owner: Oversees the ServiceNow platform and governance.
- Executive Sponsor: Drives strategic decisions and product deployment.
- Business Owners: Provide insights to accurately reflect realized value.
- Reporting Specialist: Assists with data collection and review for analysis.
Important Notes and Exclusions
- The customer is responsible for validating assumptions and supplying required data. Consult your CSM about secure, automated data sharing options.
- The report covers only standard ServiceNow objectives and success metrics; custom objectives or outcomes are excluded.
- A preliminary evaluation by a Value Subject Matter Expert ensures sufficient data quality before proceeding.
- This Accelerator is available with the Impact Guided package. Customers with Impact Advanced and Total packages receive Value Reports as part of their entitlements.
Customers can use this Accelerator to request a Value Report for up to two ServiceNow products.
Accelerator Overview
This Accelerator helps Guided customers to understand the value their organization has achieved with ServiceNow products for standard ServiceNow objectives and outcomes.
It provides a Value Report that summarizes key results and, if necessary, monetizes the results of key business outcomes for up to two products.
The Value Report provides incremental improvement compared to a prior period. ServiceNow teams recommend a year-on-year comparison as the ideal time frame for identifying performance improvement to account for factors such as seasonality, but other frequencies may be used based on a customer's needs.
Prerequisites
- Products analyzed must have been live for at least 12 months (exceptions may be discussed with your Squad).
- Customer objectives, outcomes, and success metrics must be defined in the Impact Delivery Instance (IDI) and preferably discussed in Outcomes insights reviews with your CSM.
What You Get
- Align on scope, purpose, and type of Value Report
- Understand available data, review data request, or both, for success metric data
Preliminary review of key metric improvements (completed by ServiceNow)
- Review and discuss key metric improvements for the customer since the baseline period
- Validate monetization assumptions
Developed draft of Value Report (completed by ServiceNow)
Customer review session (up to 1 hour):Review, validate, and deliver final Value Report.
Time to Complete: Time taken to deliver the final Value report varies basis the customer and data availability, but the process typically takes between 2-4 weeks.
Requested customer resources
One or more customer resource is requested. The specific number of resources provided is Accelerator and customer specific.
| Customer resource | Responsibilities | Required | Optional |
|---|---|---|---|
| Platform owner | Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. | ✓ | |
| Executive sponsor | Primary strategic contact for ServiceNow. Responsible for driving the business decision to deploy new products. | ✓ | |
| Business owners | Line of business service owner(s) who can provide insight into the analysis to reflect the value realized by ServiceNow accurately. | ✓ | |
| Reporting specialist | Individual who can help provide and review the data required to complete the analysis. | ✓ |
Exclusions
- Customer is responsible for validating key assumptions and providing data. Consult your CSM on secure and automated data sharing options
- Report includes standard ServiceNow outcomes and success metrics and excludes the analysis of custom objectives or outcomes
The delivery of this Accelerator is subject to a preliminary review by a Value SME to ensure that the availability and quality of data is sufficient to deliver a robust value report.