Impact Delivery Instance (formerly Impact Digital Experience)

  • Release version: Yokohama
  • Updated February 22, 2025
  • 2 minutes to read
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    Summary of Impact Delivery Instance (formerly Impact Digital Experience)

    The Impact Delivery Instance (IDI) is a centralized, interactive portal designed to give ServiceNow customers streamlined access to Impact tools and benefits. It facilitates collaboration with your Impact Squad and provides a comprehensive view of activities, recommendations, initiatives, platform health, value tracking, product adoption, and available resources.

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    Access to the IDI portal is provided through login information sent by your Impact Squad. Note that some portions of the portal may be restricted or unavailable in certain secure or self-hosted environments.

    Key Features

    • Activity Center: Centralizes collaboration by displaying conversations, tasks, notifications, files, and meetings related to your Value Journey.
    • All Recommendations: Offers tailored guidance to help you meet your business objectives more efficiently.
    • Initiatives & Accelerators: Provides catalogs of actionable engagements and fixed-scope offerings with expert support to accelerate digital transformation.
    • Platform Health: Monitors alignment with ServiceNow best practices and includes tools such as Impact Developer Support, Impact Instance Observer for observability, and HealthScan diagnostics. These become available after completing the Impact Foundations phase.
    • Value Journey: Tracks business objectives and outcomes, supporting value realization assessments and reporting over time.
    • Product Adoption: Displays capabilities maps, recommended implementation roadmaps, and subscription details to optimize use of your ServiceNow instance.
    • Benefits & Usage: Provides access to ServiceNow resources like case studies, learning tools, developer support, and community engagement.

    Access and User Management

    To utilize various features within the Impact Delivery Instance, appropriate roles must be assigned by your Impact Administrator. This ensures you have the necessary permissions to access the level of Impact relevant to your responsibilities.

    The Impact Delivery Instance (IDI) is a centralized, interactive portal where you can access your Impact tools and benefits.

    IDI Overview

    See the Impact overview video to get started with Impact.

    Note:
    Your Impact Squad sends you login information to access your IDI portal.

    Homepage

    Impact IDI homepage

    Note:
    Portions of the IDI 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.
    • 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.