Impact packages

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Impact Packages

    ServiceNow's Impact Packages provide customers with a suite of support tools, self-help resources, and additional benefits tailored to the level of subscription purchased. There are three main packages: Guided, Advanced, and Total, each designed to enhance the customer experience and facilitate value realization.

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    Key Features

    • Guided: Entry-level offerings including a premium digital experience, enhanced technical support, and curated content.
    • Advanced: Builds upon the Guided package with comprehensive technical support and personalized content, including advisory sessions and on-demand training.
    • Total: The complete solution, featuring a dedicated expert team, personalized recommendations, and preventative tools.

    All Impact customers benefit from:

    • Value realization dashboards and intuitive journey builders.
    • Personalized learning and coaching aligned with their roles.
    • A smart recommendation engine providing proactive insights and alerts.

    Key Outcomes

    Each package allows for a specific number of Accelerator consumptions, providing customers with structured access to tools and support:

    • Guided: 1 Accelerator at a time.
    • Advanced: 3 Accelerators (1 of each sub-category concurrently).
    • Total: 6 Accelerators (2 of each sub-category concurrently).

    Additionally, customers can purchase Add-on SKUs to enhance their Impact experience, allowing for flexibility and tailored support options.

    ServiceNow Impact packages comprise support tools, self-help resources, human-led engagements, and credits, discounts, and additional benefits made available to you depending on the level of Impact package procured.

    There are three subscription packages for Impact, Guided, Advanced, and Total. Regardless of the package, all Impact customers get:
    • A great digital experience with value realization dashboards and intuitive journey builders.
    • Personalized learning and coaching with curated content and tailored learning aligned to the customer’s roadmap and role.
    • A smart recommendation engine that provides proactive insights, prescriptive alerts, and custom recommendations.

    Descriptions

    If you have purchased an Impact offering, the applicable Impact Package description applies to your purchase. See the Legal Schedules for Impact for additional information at https://www.servicenow.com/legal/servicenow-impact.html.

    Guided
    • Entry-level offerings including the Premium digital experience, enhanced technical support, and curated content.
    • Impact Squad: Customer Success Manager
    Advanced
    • Augments the Guided package with end-to-end technical support with tools like Instance Observer, developer support, advisory sessions, personalized content, and on-demand training and certifications.
    • Impact Squad Team: Customer Success Manager, Success Architect, Platform Architect, and Support Account Manager
    Total
    • The complete solution with a designated expert team, personalized recommendations, preventative tools, and much more.
    • Impact Squad Team: Success Architect, Platform Architect, Success Program Manager, and Support Account Manager

    Accelerator consumption per Impact package

    Depending upon the Impact package that you have purchased, there’s an allotment of how many Accelerators from each sub-category that can be consumed consecutively. See Accelerator catalog for additional information on Accelerators and sub-catalogs.

    Package Description Accelerator Consumption
    • Guided
    • Guided - Public Sector
    		 Entry-level offerings including the Premium digital experience, enhanced technical support, Impact Squad Customer Service Manager (CSM), curated content, and training credit. 1 at a time across all sub-categories
    • Advanced
    • Advanced - Public Sector
    		 Augments the Guided package with an Impact Squad team, end-to-end technical support, and tools like Instance Observer, developer support, advisory sessions, personalized content, adoption tool kits, and on-demand training and certifications. 3 total (1 of each sub-category concurrently at a time)
    • Total
    • Total - Public Sector
    		 Augments the Advanced package as the complete Impact solution with a designated expert team, personalized recommendations, preventative tools, and much more. 6 total (2 of each sub-category concurrently at a time)

    Customer agreements and terms

    For customer agreements and terms, refer to the applicable Impact Accelerator description available at  https://www.servicenow.com/legal/servicenow-impact.html.

    Add-on SKUs

    Add-on SKUs introduce flexibility for Impact customers and are available in all environments where Impact is available. Add-On SKUs will be sold to all Impact customers and are priced on a per SKU, per year basis, with each Add-on priced separately with distinct entitlements.

    Table 1. Available Add-on SKUs
    Name Entitlements
    Strategic Value
    • Upgraded Value IDE
    • Two additional Strategy Accelerator Catalog concurrencies
    • Additional CSM coverage
    Platform Governance
    • Upgraded Health IDE
    • Two additional Architecture Accelerator catalog concurrencies
    • Additional CSM coverage
    Managed Support
    • Upgraded P1/P2 level issue initial target response times
    • Additional SAM coverage
    • Five Developer Support seats
    Instance Observer Seats Ten Instance Observer seats
    Note:
    • IDE = Impact Digital Experience
    • CSM = Customer Support Manager
    • SAM = Support Account Manager