Impact packages
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.
- 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, Customer Success Executive, 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: Customer Success Executive, 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-catalog that can be consumed consecutively. See Accelerator catalog for additional information on Accelerators and sub-catalogs.
| Package | Description | Accelerator Consumption |
|---|---|---|
|
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-catalogs |
|
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-catalog concurrently at a time) |
|
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-catalog 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 packages
Add-on packages introduce flexibility for Impact customers and are available in all environments where Impact is available. Add-On packages 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.
| Name | Entitlements |
|---|---|
| Strategic Value |
|
| Platform Governance |
|
| Managed Support |
|
| Instance Observer Seats | Ten Instance Observer seats, in addition to the procured Impact package |
| Preventive Care | One Preventive Care assessment per quarter for a single instance. |
- IDI = Impact Delivery Instance
- CSM = Customer Support Manager
- SAM = Support Account Manager