Impact release notes
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Summary of Impact Release Notes
ServiceNow® Impact, built on the Impact AI Platform, offers customized services and a digital interface for tailored recommendations. The Zurich release introduces several enhancements and tools aimed at improving instance performance and governance of AI investments.
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Key Features
- AI-Powered Tools: Utilize the new Platform Health Scan Engine to manage health checks and remediation workflows directly on-platform.
- Automated Setup: Simplifies the configuration of the Impact Store Application through automated processes.
- Generative AI Enhancements: Includes GenAI-powered root cause analysis and performance insights through an ML-based widget.
- Custom Performance Reports: Generate reports by selecting from a range of metrics to build dynamic and tailored insights.
- Accelerator Catalog: Access various technical and strategic accelerators designed to help with implementations, governance, and automation.
- Value Management: Use value reports and consumption reports to monitor operational and monetary impacts of improvements.
- Updated UI: Features a new coral theme for enhanced user experience and accessibility options.
Key Outcomes
With the Zurich release, customers can expect improved instance management, enhanced visibility into performance metrics, and streamlined processes for adopting AI capabilities. The updates facilitate better governance, proactive issue resolution, and customized reporting to support organizational success in utilizing ServiceNow solutions effectively.
ServiceNow® Impact is built on the Impact AI Platform and combines customized service with a digital interface to provide tailored recommendations and guidance. Impact was enhanced and updated in the Zurich release.
Impact highlights for the Zurich release
- Manage health checks, findings, and remediation workflows with AI-powered tools directly on-platform to accelerate insights and remediation with the new Platform Health Scan Engine for the Impact Store Application.
- Use the automated setup method to simplify the Impact Store Application configuration.
- Deploy the AI Control Tower Accelerator to help customers configure governance for AI investments and demonstrate strategic value.
Important:
Impact is also available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
Important information for upgrading Impact to Zurich
The Impact Store Application configuration requires a sequence of tasks in a unified registration process. See Configure the Impact Store Application.
New in the Zurich release
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- Implement Scan Engine to enable proactive management of instance quality, compliance, and performance.
- Examine ServiceNow instances for violations of the active leading practice definitions and report violations that are stored in the Scan Findings table.
- View existing or resolved findings that resulted from the instance scans or from summarized and detailed scan information.
- Empower developers to receive real-time, AI-driven recommendations within their workspace to identify and resolve code quality issues, enabling adherence to ServiceNow leading practices and reducing technical debt proactively.
- GenAI-powered Root Cause Remediation
- Identify the cause of performance issues and receive suggestions for corrective actions by implementing root cause remediation (RCR) after generating the root cause summary (RCS).
- Performance insights in user-configurable dashboard
- Assess the performance status of your ServiceNow instances using the ML-based instance performance widget.
- Analyze user experience and monitor application performance in Instance Observer
- Monitor response times using operational metrics.
- Generative AI-powered Root cause analysis
- Generate a structured root cause summary using a large language model (LLM) anomaly detection system that can automate the process and analyze system logs, performance metrics, and alerts. This root cause summary simplifies
the analysis process and helps to diagnose the problem before the issue occurs.Note:
The Generative AI-powered summarization component is not available to users in the regulated market.
- Instance Observer alerts for Guided-tier customers
- The top six alert cards evaluated to be most important based on alerts that users have used and benefited from in the past are now available to Guided-tier Instance Observer customers in addition to the Advanced-tier and Total-tier customers.
- Use popular alerts to receive notifications
- View the most popular alerts displayed on the first page of the Configure Alerts page. You can also set up alerts and view notifications.
- Triage a ServiceNow instance based on nodes
- Triage your ServiceNow instances based on production nodes that are categorized as All, Generic, Worker, and UI nodes. This categorization removes unhelpful irrelevant standby nodes and helps triage useful production nodes.
- Custom Performance report
- Generate a custom report selecting a maximum of 20 metrics and a minimum of one metric from a wide range of 90 metrics available across the Instance Observer application. This report is almost the same as Performance Trend report, however it offers you the flexibility to choose more metrics from the performance categories in the Performance page and build a dynamic report, and also to customize how charts are displayed in the report.
- Accelerator request
- Request and manage accelerators across different instances from both Impact Delivery Instance and Impact Store Application. Interact with the experts in Impact from the Impact Store Application.
- Accelerator Catalog
- Use the following new accelerators:Technical Accelerators:
- Jumpstart Your CSDM:Crawl: Get an overview of the crawl phase of the Common Service Data Model (CSDM) maturity journey, a brief assessment of current crawl data, and actionable steps to complete the phase.
- Jumpstart Your External Content Connectors (XCC): Get a demonstration of the possibilities and capabilities of External Content Connectors (XCC).
- Jumpstart Your Now Assist in Document Intelligence: Get a demonstration of the possibilities and capabilities of Now Assist in Document Intelligence.
- Jumpstart Your Strategic Portfolio Management-Project Workspace: Get a demonstration of the possibilities and capabilities of Project Workspaces within Strategic Portfolio Management (SPM).
- Jumpstart Your Workflow Automation: Playbooks: Get a demonstration of the possibilities and capabilities of playbooks in Workflow Studio.
- Jumpstart Your AI Control Tower: Get a demonstration of the possibilities and capabilities of ServiceNow’s AI Control Tower.
- Jumpstart Your SPM-Collaborative Work Management: Get a demonstration of how customers can set up and utilize CWM to plan, manage, visualize, and collaborate on work with their teams.
- Jumpstart Your Now Mobile for Employees: Get an introduction and overview of the base system capabilities and a demonstration of the configuration steps needed to get started with Now Mobile.
- Jumpstart Your ITOM Discovery: Get foundational guidance for successful IT Operations Management (ITOM) Discovery implementation, and a demonstration of its possibilities and capabilities.
Strategic Accelerators:
- ITOM Maturity Accelerator: Get guidance on fine-tuning IT Operations Management (ITOM) with a base-level understanding of maturity tied to business outcomes.
- Stakeholder Path to Value: Get deep qualitative insights into how process owners and key stakeholders utilize the ServiceNow platform to deliver vital services across the organization.
- Foundations of AI Governance: Foundational knowledge that will help you start your AI Management journey and take control of your AI deployments.
- Outcomes based contextual learning recommendations
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- View the recommendations for the most relevant personalized course recommendations based on your performance context to help you strengthen specific skills.
- View the recommendation for every capability. Multiple courses are available for some recommendations.
- Value management
- Value reports
- Use value reports to evaluate the impact of improvements in key success metrics over time and translate them into operational and monetary value.
- View a report created by your delivery team for a product implemented across multiple ServiceNow instances. This feature is available only to Total-tier and Advanced-tier customers, or Guided-tier customers subscribed to the accelerator-for-value reports.
- Work items in the Impact Store Application
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- Create a work item from a capability mapped to a Product Adoption Roadmap, and view the created work item in the Work Items section of the details page of the capability.
- Manage and track the SPM and (CWM) work items created in Impact on the Work Items page.
- Access a centralized Work Items page to track and manage all the SPM and CWM work items created in Impact.
- Filter and track work items using aspects like Impact source, state, progress, and status.
- Product Adoption
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- Update information by editing the Usage Status directly on the details page of each capability.
- View the last updated information of the Capabilities Map, including the user and the timestamp.
- View who is editing the Product Adoption Roadmap when it is in the locked state.
- Filter and view overall adoption status by product using the Product filter drop-down list.
- Product Adoption Roadmap templates are now available for Customer Service Management, Field Service Management, and Governance, Risk, and Compliance.
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Unlock a locked Product Adoption Roadmap if you have an Impact admin or platform owner role. When you unlock it, all changes to the current version are discarded and the Product Adoption Roadmap reverts to its last published version.
- View a Now Assist generated summary of description, features, benefits, and related resources when you select a capability.
- Filter entitled capabilities by the subscriptions.
- View which subscriptions provide entitlement to an entitled capability in the Included with these subscriptions section when you select a capability.
- Consumption Report
- The Consumption report provides an overview of your Impact tier features and their usage, which helps you identify your underused or unused Impact benefits.
UI changes
- Value management
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Table 1. Name changes in Value Management Previous name New name Impact Value Journey Impact Value Value Blueprint Objectives and Outcomes Outcomes Performance Outcomes Insights Business Objectives Objectives Business Value Report Value Report Data collection toolkit Impact Value Management data collection apps - Capability Details Page
- The Notes Specific to a Phase in the Capabilities Details page has been renamed Guidelines for Phase.
- Impact home page
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- The My Work Items page enables you to track and manage Strategic Portfolio Management and Collaborative Work Management work items created in Impact.
- Provides information about key Impact features, an Impact demonstration video, a guided tour that supports with the navigation of Impact features and a dialog displaying the new features in the release for the first time customers.
- Recommendations
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The Accelerator recommendations that are already implemented by the customer appear as auto-accepted in the list of recommendations.
- Coral theme
- Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
Changed in this release
- The outcome summarization Now Assist skill is now turned on by default
- This skill is automatically available to appropriate role users for the application. This change simply activates the skill and does not touch the roles that may be needed to use the skill. The new default behavior works as follows:
- New customers: When you install a Now Assist product, designated skills are turned on automatically.
- Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill is turned on automatically (the skill was never turned on, then off again). Previously configured skills that were turned on, then off, remain inactive.
- GenAI-powered Root Cause Summary
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- Use the dynamically generated Root Cause Analysis (RCA), which is readily available in the RCA History page. RCA is available not only for alerts but also for the Critical or Warning scenarios of the performance category. This feature is a change to the existing functionality and is delivered dynamically.
- The core Root Cause Correlation functionality is being offered under the revised name of Root Cause Analysis to ensure product consistency.
- Artificial Intelligence Readiness Assessment Accelerator
- The content and flow of this Accelerator has been streamlined to provide a clearer assessment and more targeted guidance on your readiness to adopt ServiceNow Generative AI capabilities (Now Assist).
- Jumpstart Your ServiceNow AI Journey Accelerator
- This offering is now available across all packages, and includes clearer guidance on how customers can leverage ServiceNow’s AI capabilities to achieve their organizational goals and objectives.
- Use Guided Setup for Impact Store Application configuration
- Use automated registration, the preferred method, to initiate the connection and registration to the Impact Delivery Instance provider instance in one combined step.
Deprecations
Starting with Impact Zurich version 6.0.8 ServiceNow Store release, Proactive Code Check is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.
Removed in this release
The Jumpstart Your Document Intelligence Accelerator has been removed.
Activation information
- Impact
- See Impact packages for information on package entitlement and features activation.
Accessibility
- Dark theme
- The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.