Exploring Impact
Summarize
Summary of Exploring Impact
ServiceNow Impact is a premium customer success solution designed to help organizations maximize the value of their ServiceNow platform investment. It combines AI-powered software tools with dedicated expert support to accelerate platform adoption, improve health, and optimize digital transformation outcomes.
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Impact enables customers to plan implementations, track product adoption, maintain platform health, resolve issues, and access expert guidance. It also provides insights through benchmarking and data-driven decision-making to ensure continuous value realization.
Note that some Impact features may be unavailable in certain restricted environments, including specific government data centers and self-hosted instances.
Impact Package Levels and Support
Impact is offered in three package levels—Guided, Advanced, and Total—each providing a combination of support tools, self-help resources, human-led engagements, and additional benefits like credits and discounts.
Expert support options include:
- 24/7 Support: Around-the-clock technical assistance for platform issues.
- Accelerator: Tactical expert engagements focused on specific outcomes.
- Developer Support: Assistance from experienced developers for code fixes.
- Impact Squad: Direct collaboration with experts to address questions and guide usage.
Operating Model
The Impact operating model structures engagements to maximize value by connecting strategic goals to practical actions through two phases:
- Foundations: Establishes baseline assessments and tailored roadmaps for accelerated impact.
- Steady State: Sustains progress with ongoing platform health reviews, operational checks, and performance assessments aligned to business objectives.
Key Features and Capabilities
Impact provides a suite of tools and dashboards that empower customers to:
- Build Implementation Plans: Use Product Adoption Roadmaps to customize project plans aligned with business goals.
- Manage Capabilities: Maintain an inventory of purchased products and track active usage via Capabilities Maps and Value Dashboards.
- Monitor Platform Health: Employ the Scan Engine to identify technical debt and prevent unsafe deployments, with real-time monitoring and analytics dashboards offering trend analysis.
- Observe Instance Performance: Use IO observability tools for detailed instance insights.
- Receive AI-Powered Recommendations: Get tailored suggestions for content, training, and expert Accelerators to speed adoption.
- Access Fixed-Scope Engagements: Utilize the Accelerator catalog for targeted expert assistance.
- Stay Informed with Impact Digest: Receive personalized, curated updates from Customer Support Managers to help track goals and improve outcomes.
Getting Started
Impact is delivered via the ServiceNow Store and runs within your ServiceNow instance. The Impact Store Application and Service Bridge connector are included with your subscription to enable full feature access. Starting with the Yokohama release (March 2025), the Impact Store Application serves as the central hub for all new features.
ServiceNow Impact is a premium customer success product that combines AI-powered software tools with hands-on expertise that helps organizations maximize the value of their ServiceNow investment.
What Impact does
Impact is an all-in-one offering for accelerating platform value through:
- Proactive guidance
- Embedded tooling
- Dedicated expert support
At its core, Impact helps you to perform the following key functions:
- Plan implementation
- Track product adoption
- Maintain platform health
- Resolve platform issues
- Access expert support
ServiceNow 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.
See the Impact overview video to learn more.
Impact package levels
Depending on your Impact package level (Guided, Advanced, or Total), you receive:
- Support tools and self-help resources
- Human-led engagements
- Credits, discounts, and additional benefits
Human expertise
Impact provides access to expert support through the following offerings:
- 24/7 Support: Provides 24/7 technical support to resolve platform issues
- Accelerator: Offers a tactical engagement with an expert
- Developer Support: Seasoned developers help with code fixes
- Impact Squad: Experts work directly with you to answer your questions
Impact operating model
The Impact operating model is a structured approach delivered by your Impact Squad to maximize value from the ServiceNow platform. This model maintains focus, prevents scope drift, and enables adaptation to evolving organizational needs.
The model connects your strategic vision to action through two phases:
- Foundations: Establishes your baseline and plan
- Steady State: Helps sustain progress through ongoing reviews and support
Foundations phase
The Foundations phase launches the experience by baselining your current state and creating a tailored roadmap to accelerate time to value. Foundations lays the groundwork for every action you take on the platform.
Steady State phase
The Steady State phase maintains momentum through regular, consistent initiatives such as:
- Platform health reviews
- Operational checks
- Performance assessments
These activities maintain alignment with your business goals.
Key features and software capabilities
| Feature | Description |
|---|---|
| Build implementation plans using Product Adoption Roadmap | Customizable implementation project plans to build an adoption roadmap aligned to your business needs |
| Manage capabilities maps using Capabilities Map | An inventory of what you have purchased and whether it's actively being used |
| using Value Dashboards | Measure business outcomes and ROI across your ServiceNow product journey |
| Platform Health | Monitor instance health and align with technical general guidelines, powered by:
|
| Track Platform Health trends using Analytics Dashboards | Dashboards allowing persona-based views of key metrics, charts, and trend analysis for Platform Health |
| Monitor instance performance with IO | An observability platform for your ServiceNow instances |
| Use the recommendations list to receive AI-Powered Recommendations | Tailored suggestions for content, training, and Accelerators to speed up adoption |
| Accelerator catalog | Fixed-scope expert engagements for achieving specific outcomes |
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.
How to get Impact
Impact is delivered through the ServiceNow Store and runs directly within your ServiceNow instance.