Exploring Impact

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Exploring Impact

    ServiceNow Impact is a customer success solution designed to personalize and accelerate your digital transformation journey within your ServiceNow AI Platform instance. It enables you to adopt ServiceNow products effectively, measure their value, and receive expert guidance tailored to your technical and strategic needs. Impact supports maintaining a high-performing platform with 24x7 technical support, enhancing business continuity, and enabling proactive management of platform health, compliance, and performance.

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    Key Features

    • Outcome Tracking and Insights: Monitor progress against your digital transformation goals, leverage industry benchmarks, and make data-driven decisions.
    • Expert Guidance: Access personalized recommendations and support from Customer Support Managers (CSMs) to optimize product adoption and platform health.
    • Platform Health Management: Proactively manage instance quality, compliance, and performance to ensure readiness for growth.
    • Impact Platforms:
      • Impact Store Application: Installed in the customer instance, this application provides access to insights, progress tracking, and quicklinks to additional tools.
      • Impact Delivery Instance: The interactive space where Impact squads operate and data synchronization occurs to support the Impact Store Application.
    • Impact Digest: A periodically auto-generated, personalized snapshot delivering curated content and insights to help improve platform health, product adoption, and value realization.

    Key Outcomes

    • Accelerated time-to-value from ServiceNow product adoption and digital transformation efforts.
    • Improved decision-making through data-driven insights and benchmarking.
    • Continuous platform performance and compliance assurance with proactive health management.
    • Access to expert support and personalized recommendations to sustain platform growth and business continuity.

    Note: Some Impact features may have limited availability in certain restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted instances, or for managed service providers beyond internal use.

    ServiceNow Impact personalizes your digital transformation journey and accelerates your time-to-value integrated within your ServiceNow AI Platform instance and Impact.

    Impact overview

    ServiceNow Impact is a customer success product that helps you to leverage the power of the AI Platform for your business transformation. Impact provides the support and expertise to:

    • Adopt ServiceNow products, including Now Assist, and measure their value.
    • Gain access to expert guidance with technical, strategic, and personalized recommendations.
    • Maintain a high-performing platform ready for growth.
    • Enhance business continuity with 24x7 technical support.

    Track progress against your outcomes, share insights and industry benchmark comparisons, and make data-driven decisions to optimize your digital transformation journey. Enable proactive management of instance quality, compliance, and performance with platform health.

    Impact platforms

    Impact program features are shared between the Impact Delivery Instance and the Impact Store Application. Variations in navigation, feature configuration, and usage are detailed in the specific topics.

    Impact Store Application

    ServiceNow Impact is a customer success product that helps you to leverage the power of the AI Platform for your business transformation. Impact provides the support and expertise to:

    Track progress against your outcomes, share insights and industry benchmark comparisons, and make data-driven decisions to optimize your digital transformation journey.

    Use Quicklinks to access additional tools and benefits in your Impact Delivery Instance application.

    See the Impact overview video to get started with the Impact Store Application.

    Impact Delivery Instance

    • Your Impact squad interactive space.
    • The provider for data synced with the Impact Store Application.
    • Existing data from the Impact IDI is migrated at setup to the Impact Store Application to ensure that critical information is integrated within your ServiceNow instance.
    • Impact Store Application: The customer instance where the Impact Store Application is installed and is accessed in addition to the Impact Delivery Instance portal.

      See the Impact overview video to get started with Impact.

    Note:
    Portions of Impact may not be available to customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, to self-hosted customers, or in other restricted environments, or to managed service providers (except for their internal use)

    Impact Digest

    Impact Digest is auto-generated periodically and offers a personalized Impact consumption snapshot with curated content from Customer Support Managers (CSMs) on ServiceNow products, and Impact content.

    With manual curation of content by a CSM Newsletter team, based on Impact Squad’s opted topics and insightful consumption statistics, access your goals and improve platform health, product adoption, and value-realization.