Impact packages

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Impact Packages

    ServiceNow Impact packages offer a range of support tools, self-help resources, human-led engagements, and additional benefits based on the subscription level you select. There are two subscription options: Guided and Total.

    Show full answer Show less

    Key Features

    • Guided: Entry-level offerings that include a premium digital experience, enhanced technical support, and curated content, supported by an Impact Squad consisting of a Customer Success Manager.
    • Total: A comprehensive solution featuring a designated expert team, personalized recommendations, preventive tools, and more, with an Impact Squad that includes a Customer Success Executive, Platform Architect, Customer Success Manager, and Support Account Manager.

    All Impact package customers benefit from:

    • A digital experience with value realization dashboards and intuitive journey builders.
    • Personalized learning and coaching with tailored content aligned to your roadmap and role.
    • A smart recommendation engine providing proactive insights and custom recommendations.

    Key Outcomes

    Depending on your chosen Impact package, there are specific consumption allocations for Accelerators:

    • Guided: 1 Accelerator at a time across all sub-catalogs.
    • Total: 6 total Accelerators (2 of each sub-catalog concurrently).

    Additional flexibility is available through Add-on packages, which are sold separately and provide distinct entitlements. For example, upgraded response times and extra coverage options are included.

    Customers also receive Instance Observer features for performance monitoring and alerts, along with preventive care services for in-depth instance health assessments.

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

    There are two subscription packages for Impact: Guided 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 your 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
    Total
    • The complete solution with a designated expert team, personalized recommendations, preventative tools, and much more.
    • Impact Squad Team: Customer Success Executive, Platform Architect, Customer Success 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.

    The below consumption allocations apply to all variations (for example, US PubSec, MSP Dedicated) and versions (for example, V3 & V4) of Impact packages, unless otherwise specified.

    Package Description Accelerator Consumption
    Guided Entry-level offerings including the Premium digital experience, enhanced technical support, Impact Squad Customer Service Manager (CSM), and curated content 1 at a time across all sub-catalogs
    Total 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.

    Table 1. Available Add-on SKUs
    Name Entitlements
    Strategic Value
    • Upgraded Value IDI
    • Two additional Strategy Accelerator Catalog concurrencies
    • Additional CSM coverage
    Platform Governance
    • Upgraded Health IDI
    • Two additional Architecture Accelerator catalog concurrencies
    • Additional CSM coverage
    Managed Support
    • Upgraded P1/P2 level issue initial target response times
    • Additional SAM coverage on 1 instance
    • Five Developer Support seats

    Overview of Instance Observer Features
    • A rolling 6-month period of performance and availability monitoring of the platform, application, and infrastructure hosting Customer’s instance with reporting capabilities
    • Ability to set self-service alerts, notifications, and analyze data
    Instance Observer Seats Ten Instance Observer seats, in addition to the procured Impact package

    For more information, see Overview of Instance Observer.
    Preventive Care Bi-annual deep-dive into the health of production instances
    • Performance Engineer-led diagnostic
    • Presentation to customer stakeholders
    • Guided Remediation
    Platform Health
    • Unlimited Active Custom Definitions
    • Proposed Fix
    Note:
    • IDI = Impact Delivery Instance
    • CSM = Customer Support Manager
    • SAM = Support Account Manager