--- sourceDocument: Australia Impact sourceDocumentLink: https://www.servicenow.com/docs/r/impact Release : - australia ft:locale : - en-US ft:publication_title : - Australia Impact ft:clusterId : - ipact bundleId : - ipact --- # Exploring Impact # Exploring Impact {#ariaid-title1} * Release version: Australia * * Updated July 7, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Exploring Impact ServiceNow Impact is a premium customer success product designed to help organizations maximize their ServiceNow investment through AI-powered tools and expert support. It accelerates platform value by offering proactive guidance, embedded tooling, and dedicated expert assistance. Impact enables customers to plan implementations, track product adoption, maintain platform health, resolve issues, and access expert support to optimize their digital transformation journey. Show full answer Show less Impact tracks progress against business outcomes, provides insights including industry benchmarks, and supports data-driven decision-making. Note that some Impact features may be restricted or unavailable in certain data centers or environments. ## Impact Package Levels and Support Impact is offered in three package levels---Guided, Advanced, and Total---each providing varying degrees 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 for specific outcomes * **Developer Support:** Experienced developers assist with code fixes * **Impact Squad:** Dedicated experts work directly with customers to address questions and needs ## Impact Operating Model The Impact operating model is a structured approach delivered by the Impact Squad, aligning strategic vision to actionable outcomes and adapting to evolving organizational needs. It consists of two phases: * **Foundations Phase:** Establishes the current state baseline and creates a customized roadmap to accelerate time to value. * **Steady State Phase:** Maintains ongoing progress through regular platform health reviews, operational checks, and performance assessments aligned with business goals. ## Key Features and Software Capabilities Impact provides a comprehensive set of features and tools to manage your ServiceNow platform effectively: * **Product Adoption Roadmap:** Customizable project plans to guide implementation aligned with business needs. * **Capabilities Map:** Inventory management of purchased products and their active usage. * **Outcomes Insights with Value Dashboards:** Tracking of business KPIs and ROI across ServiceNow products. * **Platform Health Monitoring:** Tools such as technical debt checks with AI, real-time code deployment safety verification, analytics dashboards for trend analysis, and Instance Observer for observability. * **AI-Powered Recommendations:** Tailored suggestions for content, training, and accelerators to enhance adoption. * **Accelerator Catalog:** Fixed-scope expert engagements designed to achieve specific outcomes efficiently. * **Impact Digest:** A personalized, auto-generated snapshot offering curated content and insights from Customer Support Managers to improve platform health, adoption, and value realization. ## Getting Started with Impact Impact is accessed via the ServiceNow Store and operates within your ServiceNow instance. The Impact Store Application and required connector are included with your subscription. Starting with the Yokohama release (March 2025), the Impact Store Application serves as the exclusive hub for 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. Note: Portions of Impact may not be available to users in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, to self-hosted users, or in other restricted environments, or to managed service providers (except for their internal  use). ## Impact package levels {#servicenow-impact-concept__section_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 {#servicenow-impact-concept__ul_ll2_bvg_sjc} ## Human expertise {#servicenow-impact-concept__section_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 {#servicenow-impact-concept__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 {#servicenow-impact-concept__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 {#servicenow-impact-concept__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 {#servicenow-impact-concept__section_lfb_dtg_sjc} {#servicenow-impact-concept__table_mfb_dtg_sjc__entry__2} | Feature | Description | |-|-| | [Build implementation plans](https://www.servicenow.com/docs/H6yDzarSn~X0WBnAOtoocQ "Product adoption roadmaps enable you to view a recommended implementation sequence for your capabilities. The implementation sequence is organized into specific phases for an optimal implementation.") using Product Adoption Roadmap | Customizable implementation project plans to build an adoption roadmap aligned to your business needs | | [Manage capabilities maps](https://www.servicenow.com/docs/L7ej9zhfunDXLv0OVgQIpA "Explore and manage the usage status for the capabilities you are entitled to use.") using Capabilities Map | An inventory of what you have purchased and whether it's actively being used | | [Business KPIs tracking with Outcomes Insights](https://www.servicenow.com/docs/oPLf6FHxlxShcy2hq8Cidg "The Outcome Insights page provides a cross-product view of all the outcomes you are currently tracking, using standard outcomes.") using Value Dashboards | Measure business outcomes and ROI across your ServiceNow product journey | | [Platform Health](https://www.servicenow.com/docs/vaBhSfq7Xm_d1qvThEwQrw "Use Impact Platform Health to track Tech Key Performance Indicators (KPIs) to show how closely you're aligned to ServiceNow technical leading practices, receive recommendations for improvement, and help you monitor your instance health.") | Monitor instance health and align with technical general guidelines: * [Prevent and resolve technical debt with AI](https://www.servicenow.com/docs/abNdx7mQTUB7fCx6JjhNHQ "Use the Scan Engine and ServiceNow Otto AI agent to prevent technical debt as you code or remediate existing findings from completed scans.")-- Checks your instance for technical debt * [Use Real-time prevention monitoring while coding](https://www.servicenow.com/docs/2u12Mrp4pctDa9dzpV15hw "As you write and save code, the Scan Engine detects violations in real-time and displays findings inline. You can then generate an AI-suggested fix before committing your changes."): Verifies that code and update sets are safe to deploy to production {#servicenow-impact-concept__ul_nfb_dtg_sjc} | | [Track Platform Health trends](https://www.servicenow.com/docs/QXHio4M3Y73q~gjnPRrWQg "Analytics Dashboards provide a graphical way to view detailed information relating to findings, both pending and resolved, with the Scan Engine. The dashboards are role-based, allowing for persona-based views of information. They display  key metrics,  charts, and  trend analysis.") using Analytics Dashboards | Dashboards allowing persona-based views of key metrics,  charts, and  trend analysis for Platform Health | | [Monitor instance performance with Instance Observer](https://www.servicenow.com/docs/w~Q2UXlnDQpyIRD9r4xyUg "Instance Observer (IO) is an observability and performance monitoring tool that empowers you to track your instance health and performance in near real time, while also providing historical insights.") | An observability platform for your ServiceNow instances | | [Use the recommendations list](https://www.servicenow.com/docs/tXVBLtHd9du1BE6jsvOIPg "Use the recommendations full list to view the recommendations tailored for you. You can either accept or reject a recommendation based on your interest by selecting View Details.") to receive AI-Powered Recommendations | Tailored suggestions for content, training, and Accelerators to speed up adoption | | [Accelerator catalog](https://www.servicenow.com/docs/2q2_zOd9olTaZbVjiWw3mw "This is a complete Impact Accelerator catalog that combines the Architecture, Strategy, Technical, and Optimization sub-catalogs.") | Fixed-scope expert engagements for achieving specific outcomes | [Table 1. Key features and software capabilities] {#servicenow-impact-concept__table_mfb_dtg_sjc} ## Impact Digest {#servicenow-impact-concept__section_ist_jgw_ljc} 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. The Impact Store Application is included with an Impact subscription, as is the connector that links the app to the Impact Delivery Instance. See [Install Impact](https://www.servicenow.com/docs/75CiWr1d_E598FokiesPDg "Follow these instructions to install the Impact Store Application.") to get started. Note: The Impact Store Application is the exclusive hub for all innovative features starting with the Yokohama release (March 2025). **Related concepts** * [Get started with Impact](https://www.servicenow.com/docs/YO6gzm4VKefoY45PoBCOGA "A curated bundle of activities that help new Impact users begin their ServiceNow Impact journey and establish a foundation for achieving business objectives.") * [Work with experts](https://www.servicenow.com/docs/HSHoBndOd_QR5gK1MXT1jA "Your Impact Squad is a team of on-demand experts who work with you to take on your team's unique transformation challenges.") * [Impact packages](https://www.servicenow.com/docs/eCaoimjTPIkzCfWxhoV9Ig "ServiceNow Impact is available in core packages, Guided and Total, with optional add-on packages to extend your entitlements.")