Impact Packages
Summarize
Summary of Impact Packages
ServiceNow offers Impact Packages designed to extend your platform entitlements and support through two main Core packages:GuidedandTotal, along with optional add-on packages that provide additional capabilities. These packages include access to the full Impact App, which features Platform Health, Instance Observer, Value Management, and Product Adoption, as well as access to various Accelerator Catalogs.
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Some customers may also have an Integrated Success package that combines Impact Total entitlements with implementation service engagements tailored to their agreement.
Impact Core Packages
- Guided Package: Includes the Impact App, 24/7 support, access to Accelerator Catalog, and guidance from a Customer Success Manager.
- Total Package: Builds on Guided with faster response times for Priority 1 and 2 issues, Developer Support, expanded Accelerator Catalog access, and a dedicated Impact Squad with additional experts.
Impact Squad and Support
The Impact Squad is a dedicated team supporting platform management. Guided customers have a Customer Success Manager, while Total customers also have a Customer Success Executive, Platform Architect, and Support Account Manager.
Support is available 24/7 for Priority 1 and Priority 2 issues. Total customers benefit from improved initial target response times (15 minutes for P1 vs. 30 minutes for Guided) and Developer Support (10 seats included vs. none in Guided).
Impact Features and Capacities
- Active Custom Definitions: Guided customers can define up to 10, Total customers have unlimited.
- Instance Observer: Guided includes 5 seats, 45 days data retention, 6 alert types; Total includes 10 seats, 6 months data retention, 40 alert types, and analytics capabilities.
- Proposed Fix: Included only in Total package.
Accelerator Catalogs and Concurrency
Accelerators provide scoped engagements with ServiceNow experts across Technical, Strategy, Architecture, and Optimization domains.
- Guided Package: Partial access to Strategy and Architecture catalogs and 1 concurrency per catalog.
- Total Package: Full access to Technical, Strategy, Architecture, and Optimization catalogs with higher concurrency limits (2 per Technical, Strategy, Architecture; 1 for Optimization).
Add-On Packages
Add-ons extend capabilities further and are available for both Guided and Total customers. Key add-ons include:
- Strategic Value: Adds Strategy Accelerator access and additional concurrency.
- Platform Governance: Adds Architecture Accelerator access and concurrency.
- Managed Support: Improves response times, adds Developer Support seats, SAM coverage, and includes bi-annual preventive care assessments.
- Platform Optimization: Grants access to Optimization Accelerator catalog and concurrency.
- Platform Health: For Guided customers, adds unlimited active custom definitions, proposed fix capabilities, enhanced Instance Observer features, and increased seats.
- Instance Observer Seats: Adds 10 more seats for Total customers.
Practical Benefits for ServiceNow Customers
Choosing between the Guided and Total Impact packages enables customers to tailor platform support, feature access, and expert engagements to their operational needs. Total package customers receive enhanced technical support, faster response times, and broader feature sets, while Guided customers can augment capabilities via relevant add-ons. The Impact Squad and Accelerator Catalogs provide structured guidance and expert-led initiatives to maximize platform value and adoption.
Customers should review their license entitlements to verify access to features like Now Assist within the Impact App and consider add-ons for extended capabilities aligned with their ServiceNow usage and strategic goals.
ServiceNow is available in Core packages-Guided and Total, with optional add-on packages to extend your entitlements.
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.
| Entitlement | Guided | Total |
|---|---|---|
| Squad Members | Customer Success Manager: Manages the relationship and keeps your engagement moving. |
|
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:
| 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 |
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.
| Entitlement | Guided | Total |
|---|---|---|
| Catalog Access |
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| Concurrency | 1 per catalog |
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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
| Add-On package | What you get |
|---|---|
| Strategic Value |
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| Platform Governance |
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| Managed Support |
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| 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 |
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| Platform Health |
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| Instance Observer Features |
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| Instance Observer Seats | +10 |
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 |
|
| 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.