Impact Packages

  • Release version: Australia
  • Updated June 16, 2026
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    Summary of Impact Packages

    ServiceNow offers Impact packages designed to optimize your platform experience through two core options:GuidedandTotal. Both packages include the full Impact App featuring Platform Health, Instance Observer, Value Management, Product Adoption, and access to various Accelerators. An optionalIntegrated Successpackage extends Impact Total with implementation service engagements tailored to your agreement.

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    Core Package Features and Entitlements

    Guided Package provides the Impact App, 24/7 support, access to the Accelerator Catalog, and guidance from a Customer Success Manager.

    Total Package builds on Guided by offering faster response times for Priority 1 and 2 issues, Developer Support with 10 seats, expanded Accelerator Catalog access, and a dedicated Impact Squad including roles such as Customer Success Executive, Platform Architect, and Support Account Manager.

    Impact Squad and Support

    • Impact Squad: Both packages include a Customer Success Manager. Total adds additional experts to guide strategy, technical architecture, and support.
    • Support: 24/7 support is included in all packages, with Total delivering quicker initial response targets (15 minutes for P1 vs. 30 minutes in Guided).

    Impact App Capabilities

    • Active Custom Definitions: Guided allows up to 10, Total offers unlimited.
    • Instance Observer: Guided includes 5 seats and 45 days of data lookback with 6 alert types; Total provides 10 seats, 6 months data lookback, 40 alert types, and analytics.
    • Proposed Fix: Included only in Total.

    Accelerator Catalog Access and Concurrency

    Accelerators are scoped expert engagements available in Technical, Strategy, Architecture, and Optimization catalogs. Package entitlements differ as follows:

    • Guided: Access to Technical and partial Strategy and Architecture catalogs, with concurrency limits of 1 per catalog.
    • Total: Full access to Technical, Strategy, Architecture, and Optimization catalogs with higher concurrency limits (2 per Technical, Strategy, Architecture; 1 per Optimization).

    Add-on Packages

    Add-ons extend functionality and support for both Guided and Total customers:

    • Strategic Value: Adds Strategy Accelerator concurrency.
    • Platform Governance: Adds Architecture Accelerator concurrency.
    • Managed Support: Improves P1/P2 response times, adds Developer Support seats (5 for Guided, 5 additional for Total), SAM coverage for one instance, and bi-annual preventive care assessments by an escalation engineer.
    • Platform Optimization: Adds Optimization Accelerator concurrency and enhanced Instance Observer features including additional seats and analytics.

    Practical Implications for ServiceNow Customers

    Choosing between Guided and Total Impact packages allows you to balance support responsiveness, expert guidance, and platform insight capabilities. Add-on packages enable you to customize your entitlements further to meet specific strategic, governance, support, and optimization needs. This structured approach helps maximize your ServiceNow platform’s value by aligning support and expert resources with your organizational goals and operational demands.

    ServiceNow is available in Core packages-Guided and Total, with optional add-on packages to extend your entitlements.

    Impact Core Packages

    Table 1. Impact Core Packages
    Package What you get
    Guided The Impact App, 24/7 support, access to Accelerator Catalog, 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

    Both the Impact core packages include the full Impact App, with Platform Health, Instance Observer, Value Management, and Product Adoption features, and access to Accelerators.

    Integrated Success

    Some customers may have an Integrated Success package which includes all the Impact entitlements related to Impact Total 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 Free Form initiative in Impact.

    Entitlements

    The entitlements for Impact Squad, Impact features, accelerator catalog concurrency, Support and the add-on packages vary between the Impact packages.

    Impact Squad

    Impact Squad is a team of dedicated professionals who help you manage your Impact platform.

    Table 2. Impact Squad
    Entitlement Guided Total
    Squad Members Customer Success Manager: Manages the relationship and keeps your engagement moving.
    • Customer Success Manager: Manages the relationship and keeps your engagement moving.
    • Customer Success Executive: Helps you think through your strategy and goals for ServiceNow.
    • Platform Architect: Provides technical guidance and helps with platform strategy.
    • Support Account Manager: Technical expert who helps fix the platform when something breaks.

    Impact Features

    Both the Impact packages include the full Impact App, with Platform Health, Instance Observer, Value Management, and Product Adoption features. The following table lists the differences in capabilities:

    Table 3. Impact Features
    Capability Guided Total
    Active Custom Definitions Up to 10 Unlimited
    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 license entitlements to determine whether you have access to Now Assist features in the Impact App.

    Accelerator Catalog and Concurrency

    Accelerators are scoped engagements with a ServiceNow expert available in various accelerator catalogs- Technical, Strategy, Architecture, and Optimization. The catalogs available and the number of accelerators you can run concurrently vary by Impact Package.

    Table 4. Accelerator catalog and concurrency
    Entitlement Guided Total
    Catalog Access
    • Technical
    • Strategy (Partial)
    • Architecture (Partial)
    • Technical
    • Strategy
    • Architecture
    • Optimization
    Concurrency 1 per catalog
    • 2 per catalog (Technical, Strategy, Architecture)
    • 1 per 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.

    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)

    Add-on Packages for Impact Guided Customers

    Table 5. Add-on packages for Impact Guided Customers
    Add-On package What you get
    Strategic Value
    • Expanded Strategy Accelerator Catalog access
    • +2 Strategy Accelerator concurrencies
    Platform Governance
    • Expanded Architecture Accelerator 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 Optimization Accelerator catalog
    • +1 Optimization Accelerator concurrency
    Platform Health
    • Unlimited active custom definitions
    • Proposed Fix
    Instance Observer Features
    • 6 month data look back
    • 40 alert types
    • Instance Observer Analytics
    Instance Observer Seats +10

    Add-on Packages for Impact Total Customers

    Table 6. Add-on packages for Impact Total Customers
    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.