Impact Digital Experience

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Impact Digital Experience

    The Impact Digital Experience (IDE) is a centralized, interactive portal designed to provide ServiceNow customers with tailored access to Impact tools and benefits. It delivers personalized value guidance based on your organization and role, enabling you to access relevant content and insights at the right time within a visually engaging interface. Built on the ServiceNow AI Platform, IDE leverages machine learning, automation, and analytics to help you accelerate value realization through proactive recommendations, preventative controls, and AI-driven alerts for platform health and optimization.

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    IDE is included with the Guided, Advanced, and Total Impact subscriptions and serves as a unified hub for managing your Impact journey.

    Key Features

    • Impact Squad Engagement: Collaborate with a dedicated team of experts to help achieve your business goals.
    • AI-Powered Decision Support: Access AI tools and expert recommendations to improve decision-making throughout your ServiceNow journey.
    • Business and Technical KPIs: Monitor your progress and ensure alignment with your success metrics.
    • Preventative Measures: Use safeguards and proactive insights to protect and optimize digital value realization.
    • Activity Center: Manage conversations, tasks, notifications, files, and meetings related to your Value Journey in one place.
    • Recommendations and Initiatives: Receive tailored recommendations and access catalogs of actionable initiatives and accelerators to support digital transformation.
    • Platform Health Tools: Monitor and improve your instance health with features like Impact Developer Support, Instance Observer, and HealthScan (available after completing Impact Foundations).
    • Value Journey Tracking: Capture business objectives and outcomes, and review annual Value Realization Assessments through detailed reports.
    • Product Adoption Insights: View capability maps, adoption roadmaps, and your current subscriptions to plan and optimize ServiceNow application usage.
    • Benefits & Usage Resources: Access additional ServiceNow resources such as case studies, learning materials, developer support, and community engagement.

    Important Considerations

    Access to specific IDE features requires appropriate role assignment by your Impact Administrator. Some portions of IDE may be restricted or unavailable in certain environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted instances, or for managed service providers except for internal use.

    The Impact Digital Experience (IDE) is a centralized, interactive portal where you can access your Impact tools and benefits.

    IDE Overview

    Tailored to your organization and role, ServiceNow Impact delivers personalized value guidance where you get relevant and immediate access to the right content, at the right time, in a visually compelling digital experience. Track progress against your outcomes, share insights and industry benchmark comparisons, and make data-driven decisions to optimize the journey.

    Built on the ServiceNow AI Platform, Impact leverages the breath of machine learning automation and analytic capabilities to help you realize value faster with preventative controls, proactive recommendations, and AI–enabled suggestions and alerts for platform health and optimization.

    Included at the Guided, Advanced, and Total levels, the Impact Digital Experience is your centralized hub for all things Impact. With the Impact Digital Experience you can:
    • Engage with your Impact Squad, a set of experts here to help you with achieving your business goals.
    • Make better decisions throughout your ServiceNow journey with AI-powered tools and real-world expert recommendations.
    • Check that you're on the right track for success with our Business and Tech KPI metrics.
    • Stay proactive with preventative measures and safeguards that protect and guide your digital value realizations.
    Note:
    Your Impact Squad sends you login information to access your Impact portal.

    Homepage

    Impact homepage

    Note:
    Portions of the Impact Digital Experience 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)
    Table 1. Impact navigation menu options
    Menu Details
    Activity Center
    • Collaborate with your Impact squad and get a comprehensive view of all the activities supporting your Value Journey, including conversations, tasks, notifications, files, and meetings.
    • Activity Center All Recommendations: Tailored recommendations that help you reach your business  objectives faster.
    Initiatives & Accelerators
    • Initiatives catalog: Actionable engagements and workstreams that support your digital transformation.
    • Accelerator catalog: Fixed-scope offerings with experts behind each option to quickly provide value exactly where you need it
    Platform Health Platform Health shows how closely you're aligned to ServiceNow technical best practices and give recommendations for improvement:
    • Impact Developer Support: Offered with Advanced and Total Impact packages that provide administrators and authorized users access to a ServiceNow Support Engineer to assist in troubleshooting technical issues around existing platform customizations.
    • Impact Instance Observer: An observability and performance monitoring tool that empowers you to track your instance health and performance
    • HealthScan: A diagnostic tool that helps you understand the current health of your instance, identify potential issues and setbacks, and take quick corrective action
    These features become available after completing the Impact Foundations phase.
    Value Journey

    Provides a closer look at the following:

    • Objectives and outcomes: Captures your business objectives, which are high-level goals tied to measurable outcomes that help illustrate value over time.
    • Business value reports: At the end of the year, or your alternative reporting period, your Impact squad performs a Value Realization Assessment and capture the data in a Value Report.
    Product Adoption View your capabilities, product adoption roadmaps, and subscriptions for your ServiceNow instance:
    • Capabilities maps: See the applications, or capabilities, at your disposal for achieving your business objectives.
    • Product Adoption Roadmaps: View a recommended implementation sequence for your capabilities organized into specific phases for optimal implementation.
    • Subscriptions: See a list of your subscriptions for all of your instances and the applications that you’re entitled to.
    Benefits & Usage Assists you to access ServiceNow resources available to you, including case studies, learning opportunities, developer support, Now Community, and more.
    Important:
    In order to access various levels of Impact, a role must be assigned to you. Your Impact Administrator can assign the appropriate roles to you. See Impact User Management for additional information.