Impact release notes

  • Release version: Yokohama
  • Updated March 24, 2025
  • 8 minutes to read
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    Summary of Impact release notes Yokohama Release

    ServiceNow® Impact is a customer success product leveraging the AI Platform to drive business transformation. In the Yokohama release, Impact introduces significant enhancements to help customers adopt ServiceNow products, measure their value, and maintain platform health while supporting business continuity with 24x7 technical support. It features integration with the Impact Delivery Instance (IDI) portal and the new Impact Store Application within your ServiceNow instance.

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    Key Features

    • Impact Store Application: Provides a collaborative home page with guided setup to synchronize data with IDI, enable temporary instance access for support, and convert Impact entities into Strategic Portfolio Management (SPM) work items to streamline workflows.
    • Product Adoption Roadmap (PAR): Offers recommended sequences for implementing capabilities with customizable templates for ITSM, ITOM, and Security Operations. Includes phase-specific notes, related accelerators, and capability management tools.
    • Impact Platform Health: Introduces Proactive Code Check to scan update sets in production and non-production environments to ensure compliance with coding best practices and improve system stability.
    • Impact Delivery Instance (formerly Impact Digital Experience): Enables data connection with Impact Store Application, initiative tracking for capabilities, and updated HealthScan definitions.
    • Accelerator Catalog: Provides demonstrations and guidance across various domains like Employee Journey Management, Knowledge Management, Legacy Workflow Migration, AI Agents, and Strategic Portfolio Management to maximize platform value.
    • Instance Observer: Features root cause correlation for alert resolution, customizable dashboards for system health insights, and supports additional seats through an add-on.
    • User Experience Improvements: The new Impact Store Application experience streamlines workflows with renamed modules and features for clarity, such as renaming Impact Value Journey to Impact Value, and Impact Workspace to Impact.
    • Data Collection Toolkit: Enhanced content packs automate transfer of Impact Value Metrics, supporting value baseline settings, outcome reviews, and value reporting across regulated and non-regulated environments.

    Activation and Upgrade Information

    • Impact requires a separate subscription and entitlement set by your Customer Success Manager.
    • Access to Impact Delivery Instance is via a unique portal URL provided by your Impact Squad.
    • The Impact Store Application must be installed from the ServiceNow Store, requiring configuration tasks detailed in the release notes.
    • Proactive Code Check activation is supported in production and non-production instances.
    • Upgrading to Yokohama involves configuring the Impact Store Application and understanding the renamed components and features.

    Removed Features

    The Expert Connect Accelerator is no longer supported as of the Yokohama release.

    Practical Benefits for ServiceNow Customers

    • Accelerate and optimize the adoption of ServiceNow capabilities with guided roadmaps and personalized recommendations.
    • Improve platform health and code quality proactively to reduce errors and enhance system reliability.
    • Leverage integrated collaboration tools to convert recommendations into actionable work items seamlessly.
    • Gain comprehensive visibility into your value journey and adoption progress across multiple ServiceNow instances.
    • Access a broad set of accelerators to jumpstart initiatives and leverage AI capabilities effectively.
    • Customize dashboards and alerts for real-time monitoring and rapid issue resolution.

    ServiceNow® Impact is a customer success product that helps you use the power of the AI Platform for your business transformation. Impact was enhanced and updated in the Yokohama release.

    Impact highlights for the Yokohama release

    • Adopt ServiceNow products and measure their value, gain access to expert guidance and personalized recommendations, maintain a high-performing platform, and enhance business continuity with 24 x 7 technical support.
    • Access the Impact Store Application integrated within your ServiceNow instance and connected to the Impact Delivery Instance (IDI) portal.
    • Use Proactive Code Check to track compliance against leading practices for coding and organizational standards.
    • Jumpstart your understanding and assessment of ServiceNow platform capabilities with new Accelerators that provide a demonstration of the possibilities and capabilities with instance features and maximize value exactly where you need it.

    See Impact Store Application for more information.

    Important:
    Impact is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Important information for upgrading Impact to Yokohama

    The Impact Store Application configuration requires a sequence of tasks. See Configuring the Impact Store Application for details.

    New in the Yokohama release

    Impact Store Application
    • Impact Home pageUse the Impact home page, an organized collaborative portal, which guides you to your relevant content and helps focus and accomplish your tasks with seamless interaction with Impact application features.
    • Use Guided Setup to synchronize and migrate data to the Impact Store Application: Use the simplified interface to synchronize and configure your Impact Store App with the Impact Delivery Instance.
    • Grant temporary instance access to your Impact Squad to facilitate effective support and rapid issue resolution.
    • Convert an Impact entity to SPM entity as a work item: Create an Impact entity and associate the SPM record details to it, which helps you to avoid manual intervention in converting the entities from Impact to SPM portals to avoid duplication of entities in the process.
    • Using recommendations list in Impact home page:
      • Sort the recommendations list using the search and filter options by entering a keyword or phrase to narrow down the list and find the recommendations that you’re looking for.
      • Convert Impact recommendations and free-form initiatives into actionable, trackable Strategic Portfolio Management (SPM) or Collaborative Work Management (CWM) work items. Creating work items using recommendations and initiatives.
    • Impact Store Application product adoption
      • Use the Product Adoption Roadmap (PAR) to view a recommended implementation sequence for your capabilities:
        • Create and publish a product adoption roadmap: Use pre-defined ServiceNow templates or build from your own.
        • Use Product Adoption Roadmap Templates with pre-defined sequence of capabilities for ITSM ((IT Service Management)), ITOM ((IT Operations Management)), and Security Operations.
        • View and edit phase-specific notes for a capability to understand prerequisites, plan training, and additional implementation considerations.
        • Customize your roadmap by adding or removing capabilities as needed.
        • Request Related Accelerators (if available) to improve adoption of the capabilities
    • Manage Capabilities Map:
      • Explore, track, and manage the descriptions, notes, and related resources for your entitled capabilities.
      • Use the updated Data Collection Content Packs to automatically transfer Impact Value Metrics to the centralized Impact instance to manage the Value Journey, including Setting Value Baselines and Targets, Outcome Performance Reviews, and the Value Report.
      • Use the Capability Details page to view and manage comprehensive information related to a capability in your product adoption journey. The full-page layout replaces the previous pop-up view, making it easier to access, navigate and manage important details, such as usage status and notes in one centralized location.
      • View and add adoption guidance for different phases, such as prerequisites and implementation instructions in notes specific to a phase.
      • Measure a selected business objective under the same product across multiple ServiceNow instances. Use the Instance option on the Objectives and Outcomes, and Outcomes Insights to filter business objectives and outcomes by the ServiceNow instance. Add and edit the business objectives connected to the capability.
    • Impact Platform Health:
      • Use Proactive Code Check to track compliance against coding leading practices and organizational standards.
      • Activate Proactive Code Check in the Health Store Application to scan update sets and check compliance standards and adherence to leading practices.
      • Scan update sets for leading practice violations in a non-production environment with Proactive Code Check and improve code quality, reduce errors, and enhance system stability.
    Impact Delivery Instance (formerly Impact Digital Experience)
    • Connect to the provider instance: The administrator or a named contact log in to your instance to facilitate the connection of data with the Impact Store Application.
    • Product Adoption: Start an initiative from an individual capability to log and track your activities toward the implementation. The reference of the created initiative is available in the capability details and initiatives roadmap. The reference of the created initiative is available in the capability details and initiatives roadmap.
    • Healthscan definitions updates: May 2025 store: Some HealthScan definitions have been updated or deprecated for the May store release.
    Accelerator catalog
    Impact Instance Observer
    • Use Root Cause Correlation to resolve issues that are identified by configured alerts and drill directly into the records causing the issues.
    • Instance Observer user configurable dashboard: Create your own dashboard according to your preferences of metrics to help analyze the health of your system in a snapshot or use the default home page to see a snapshot of instance overall health with key insights, such as performance, reliability, and availability at a glance with the available widgets.
    • Use the Instance Observer Seats Add-on to obtain additional seats to your eligible Impact package.

    UI changes

    Impact Store Application
    Impact is accessible in both the Impact Delivery Instance, formerly the Impact Digital Experience, and as the ServiceNow Impact Store Application.

    Changed in this release

    New Impact Store Application experience
    The new Impact Store Application provides a more efficient, streamlined way for you to work. For information about how to upgrade, see Configuring the Impact Store Application. Note that Impact Delivery Instance (formerly Impact Digital Experience) is still supported in this release.
    Value Management name changes:
    • Impact Value Journey is renamed to Impact Value
    • Value Blueprint is renamed to Objectives and Outcomes.
    • Outcomes Performance is renamed to Outcomes Insights.
    • Business Objectives is renamed to Objectives.
    • Operational Outcomes is renamed to Outcomes.
    • Business Value Report is renamed to Value Report.
    Impact Workspace name change
    Impact Workspace has been renamed as Impact.
    Impact Store App user experience
    Impact users who have migrated from the Impact Delivery Instance may access Quicklinks to access features that haven’t been migrated to Impact Store Application yet.
    Custom payload in Instance Observer alerts integration
    Define and manage a custom JSON request payload for ServiceNow and third-party integrations with the Instance Observer enhancements.
    Accelerator catalog
    Minor updates have been incorporated into the following accelerators:

    The following Accelerators are renamed:

    Impact packages
    • Add-on SKUs have been updated to provide additional flexibility for Impact customers and are available in all environments where Impact is available.
    • Updates to the Impact Advanced package, offered pursuant to the applicable Impact Accelerator Description available at  https://www.servicenow.com/legal/servicenow-impact.html.
    Data Collection Toolkit
    • Download the content packs for both regulated (GCC/NSC) and non-regulated customers.
    • Automatically transfer Impact Value Metrics to the centralized Impact instance to manage the value journey, including setting value baselines and targets, outcome performance reviews, and the value report with the enhanced toolkit.
    Impact Delivery Instance (formerly Impact Digital Experience)
    With the Yokohama release, Impact Digital Experience (IDE) has been renamed as Impact Delivery Instance (IDI).

    Removed in this release

    The Expert Connect Accelerator is no longer supported as of Yokohama.

    Activation information

    Impact is available for activation with a separate subscription. Your Customer Success Manager sets entitlement information for access.