Value management

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

    Value Management in ServiceNow is a continuous process that manages the entire value lifecycle—from envisioning and creating value to ongoing management, optimization, and validation of realized value using the Impact Store app. This lifecycle enables customers to understand and measure the value derived from ServiceNow products within their own instances, facilitating a clear view of progress toward strategic objectives.

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    Objectives and Outcomes

    The process begins with defining high-level objectives tied to measurable outcomes that demonstrate value over time. Customers can select which objectives to focus on and track their progress through success metrics and capabilities aligned to their vision. The system supports filtering objectives across multiple ServiceNow instances, enabling comprehensive measurement under the same product.

    Outcomes Insights provide performance recaps with success metrics and trend views that help customers monitor incremental value (improvements realized within a year after implementation) and overall value (comprehensive value brought by the platform).

    Impact Value Management Data Collection Apps

    These apps offer detailed reporting configuration and implementation guidance to collect data required for value blueprints, performance, and value reports. Integrated directly within the Impact package on the customer’s instance, they leverage predefined Performance Analytics data definitions to automate and streamline data collection for value metrics. This approach enhances accuracy, efficiency, and customer experience by eliminating the need for separate downloads or manual data gathering.

    Value Reports

    Value Reports assess the impact of improvements in key success metrics over time, converting them into operational and monetary value aligned with targeted objectives. For customers engaged in guided or advanced programs, ServiceNow teams collaborate to validate results, confirm assumptions, and quantify realized value financially. These reports help customers articulate and track their business ROI, demonstrating the tangible benefits of their ServiceNow investments.

    The value management constitutes a continuous loop of the end-to-end process of managing the value lifecycle, inclusive of envisioning value, creating value, ongoing management, optimization, and validation of value realized with the Impact store app.

    Objectives and outcomes

    The value management lifecycle starts with the creation of the Objectives and outcomes, which captures your objectives, which are high-level goals tied to measurable outcomes that help illustrate value over time. Understand and measure the value you receive from the ServiceNow products in the same instance where your applications live. By default, this cycle is executed on a yearly basis, although deviations of this time frame are possible by exception.
    • Decide which objectives you want to focus on and track your progress.
    • See which outcomes, success metrics,and capabilities will best support your vision.
    • Tell your transformation story with operational performance and value reports.
    • Measure a selected business objective under the same product across multiple ServiceNow instances. Use the Instance option on the Objectives and Outcomes, and Outcomes Insights to filter objectives and outcomes by the ServiceNow instance.

    Outcomes Insights

    Performance recap includes a table displaying various success metrics.

    Trends can easily be filtered and viewed to track objectives and outcomes.
    • Incremental value: The value of the improvements realized during the year after implementing the ServiceNow platform.
    • Overall value: The overall, comprehensive value that the ServiceNow platform has brought to your organization during the year.

    Using Impact Value Management data collection apps

    Impact Value Management data collection apps are a detailed overview of the Report configuration options and potential implementation recommendations for collecting the data required for your value blueprint, outcome performance report, and value reports that are part of the Impact program. See Enable data collection for Value Management for additional information on how to use the data collection apps to simplify and optimize the value metrics data collection process using Performance Analytics (PA).

    The Impact Value Management data collection apps are available on the ServiceNow Impact Store Application. These apps are accessible directly on a your instance as part of the Impact package, eliminating the need for separate downloads from the store or individual content packs. By leveraging predefined data definitions within Performance Analytics (PA), customers can automatically collect essential data for Value Metrics. This streamlined approach enhances the accuracy and efficiency of data collection for value measurement, providing a seamless experience and improving both customer satisfaction and product evaluation in the Value management within Impact.

    For more information on data collection toolkit, see Enable data collection for Value Management.

    Value Reports

    The Value report evaluates the impact of improvements in key success metrics over time and translates them into operational and monetary value. These metrics align with the target objectives and outcomes you have been working toward. If you are a guided or advanced customer, your squad will collaborate with you to validate results, confirm key assumptions and inputs, and quantify the realized value in financial terms.

    For more information on value reports in Impact, see Track your business ROI.