Impact provides the support and expertise you need to get to value fast with AI agents.
Connect with and learn from your Impact peers.
Join us at the Customer Success zone at Knowledge 2025.
Join a success webinar to learn, implement and grow.
Impact is a customer success product that helps you achieve success your way with value and adoption resources, tailored expertise, health tools and 24/7 support.
Create a blueprint to drive business outcomes and put the AI platform for business transformation to work faster.
Adopt ServiceNow products, including AI Agents, quickly, and develop your organisational skill set with expert guidance.
Get access to tailored recommendations, technical experts and proactive tools to improve platform health and accelerate adoption.
Get recommendations for implementing licensed capabilities, and create a phased adoption roadmap. Track ROI with value dashboards.
Receive guidance from a customer success manager. Access a library of technical, architecture and strategy accelerators.
Improve platform health with recommendations, instance monitoring and a health assessment dashboard. Monitor, diagnose and enhance your performance.
Access 24/7 technical support with faster response times and unlimited concurrent support cases.
Choose the success plan that's right for your business.
Base
Impact Guided
Impact Total
Impact Add-Ons
Premium Support
12/5 support portal only 1
24/7 via phone or portal
24/7 via phone or portal
Managed support
P1 response: 60 min
P1 response: 30 min
P1 response: 15 min
Preventive Care
P2 Response: 240 min
P2 response: 120 min
P2 response: 60 min
Health and Observability
Instance Observer: Starter
Instance Observer: Full
Platform Governance
Health assessments
Health assessments
Instance Observer
Developer support
Value and adaption
Value tracking: Self-serve
Value tracking: White glove
Strategic Value
Product adaption roadmap
Product adaption roadmap
Capabilities map
Capabilities map
Expertise and Guidance
Accelerators: Starter catalogue
Accelerators: Full catalogue
Configuration Assist
Customer success manager
Customer success manager
Success architect
Platform architect
Support account manager
1 12 hours per day, 5 days per week on the Now Support portal only.
We're here to provide all the information and resources you need to support your success.
Connect, share, learn and collaborate with over 600,000 like-minded individuals in the ServiceNow user community.
Find a ServiceNow partner that has proven expertise to meet your business needs.
Review our product doc to learn more about what you'll get from Impact.
Implement and optimise your products with a team of our experts for fast ROI.
Boost your career with a globally recognised ServiceNow certification.
See how ServiceNow Impact can help you get results faster.