Customer Impact Plan

  • Release version: Australia
  • Updated June 16, 2026
  • 1 minute to read

    • Focuses on accelerating value realization, enhancing platform adoption, and promoting optimal performance through tailored guidance and support.

    About Customer Impact Plan

    The Customer Impact Plan (CIP) is the mutually agreed strategic roadmap that outlines the customer’s journey to achieving their goals with ServiceNow. It’s part of the Impact deliverable for Guided, Advanced, and Total Customers.

    Your Customer Success Manager (CSM) actively maintains the CIP throughout the ServiceNow journey, which evolves according to the customer’s unique needs.

    The CIP contains information related to the following:

    • Objectives and Outcomes
    • Capabilities Map
    • Accelerators
    • Training
    • Platform Health

    The CIP serves as a roadmap to help customers achieve their goals, track progress, set expectations, and adapt strategies. It involves stakeholders such as executive sponsors, platform owners, architects, product owners, and service owners, alongside the CSM.