Value Reports in Impact Delivery Instance

  • Release version: Australia
  • Updated May 18, 2026
  • 2 minutes to read
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    Summary of Value Reports in Impact Delivery Instance

    Value Reports in the Impact Delivery Instance help ServiceNow customers work with their impact squad to calculate and demonstrate the operational or monetized value realized through ServiceNow implementations. These reports compare pre- and post-implementation performance using success metrics to quantify improvements and provide insight into the overall value achieved.

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    Key Features

    • Access and Navigation: Customers can access Value Reports by navigating to Impact > Value Management > Value reports within the Impact Delivery Instance.
    • Historical Baseline Identification: The impact squad collaborates with customers to determine an appropriate historical baseline period, typically 12 months of legacy data before ServiceNow implementation, to enable comparison of performance improvements.
    • Success Metrics Comparison: Value Reports analyze current actual results—usually the last 12 months of data—against the historical baseline to assess improvements.
    • Financial Quantification: The impact squad works closely with customers to validate assumptions, ensuring accurate financial quantification of the realized value.
    • Data Collection Support: If ongoing data collection for success metrics was not initiated earlier, the impact squad advises on data collection options, including the Impact Value Journey data collection applications available via the ServiceNow Store.
    • Impact Store Application Access: Customers can view published Value Reports in the Impact Store Application under All > Impact > Value Management > Value reports, but cannot create or manage reports there.

    Practical Benefits for ServiceNow Customers

    • Enables a structured, data-driven approach to measure and communicate the value gained from ServiceNow deployments.
    • Facilitates alignment on key success metrics and assumptions to ensure accurate value reporting.
    • Supports ongoing value management through recommended data collection methods and quarterly reviews.
    • Provides a clear comparison of operational improvements pre- and post-ServiceNow implementation to justify continued investment.

    Your impact squad can work with you to calculate the operational or monetized value you have realized with ServiceNow in a Value Report.

    To access the value report in Impact Delivery Instance, navigate to Impact > Value Management > Value reports.

    You may work with your squad to assess overall value realized with ServiceNow (comparing pre- and post-implementation performance) if you are able to provide pre-ServiceNow baseline information for the success metrics.

    You may have already initiated ongoing data collection for these key success metrics through your Quarterly Review Cycle. If not, however, your Impact squad will work with you to provide an overview of data collection options to support this process of ongoing value management.

    Note:
    An option for data collection is the Impact Value Journey data collection applications. These applications can be accessed through the ServiceNow Store.
    Key Elements of value report Description
    Historical baseline
    • The Impact squad will work with you to identify a historical baseline period that you would like to use for your value report.
    • If you would like to assess overall value of ServiceNow (pre vs. post Implementation) 12 months of historical data points from your legacy system should be gathered before decommissioning.
    • Otherwise, the impact squad will work with you to identify an appropriate period, typically a 12 month-window ending at least one year ago, to be able to compare recent results to a historical baseline.
    • As part of the value realization assessment, the success squad delivers a value report to highlight the value you’ve realized compared to if you had not moved to the ServiceNow platform.
    • Baseline data is ideally collected for all success metrics that are linked to your objectives and outcomes.
    Current actual results
    • The value report is created based on recent performance of success metrics, typically covering the past 12 months.
    • The squad compares the success metrics from this period against the historical baseline to measure improvements.
    Value reporting actuals
    • To quantify these improvements financially, the Squad collaborates with you to validate key assumptions in the report.
    • Aligning on these assumptions ensures an accurate estimation of the value achieved.

    Value Reports in Impact Store Application

    To access the value report in Impact Store Application, navigate to All > Impact > Value Management > Value reports, and then select the Consumption Report menu item in the Impact workspace.

    You can view the value reports published in Impact Delivery Instance under the value reports section of the Impact store. However, you cannot create or manage value reports in the impact store experience.