The Vancouver release of the Now Platform® is officially available, and it includes some important updates to ServiceNow Impact—the value acceleration solution built directly on the Now Platform. You already know that the purpose of Impact is to help you realize more value from your ServiceNow investment—and realize it faster. And at ServiceNow, we know that your needs in this area are continually evolving. That’s why we’re constantly talking to customers to find out what they need from Impact and how we can improve it to help customers get the most from their investment. As a result of those conversations, we’re always adding new capabilities and incorporating the latest best practices into the solution.

To help you understand how we’ve enhanced Impact with the Vancouver release, let’s take a quick look at Impact’s different functional areas:

• The core operating model - At the core of Impact is an operating model that helps you plan your ongoing journey with ServiceNow. The model is designed to help you track the value you're realizing, and it provides recommendations for ways to improve your ROI.
• Learning and coaching – Impact helps you build up your in-house bench strength with a deep library of content that’s tailored to the skills and expertise of the people in your organization.
• Experts on demand – Impact’s experts on demand accelerate your progress with tailored guidance and technical expertise.
• Platform health and monitoring - These tools improve your visibility into instance health so you can innovate at speed and achieve optimum performance.
• Premium technical support - Premium tech support ensures your issues get resolved as quickly as possible with the help of trained engineers with deep product knowledge and extensive hands-on experience in real-world settings.

Enhancements to experts on demand

Impact’s learning and coaching offerings help you build your in-house ServiceNow expertise with a deep library of content that’s tailored to the people in your organization. In the Vancouver release, we’ve added three new accelerators designed specifically for platform owners. Remember, accelerators are fixed-scope offerings that give you access to the right experts at the right time to guide you toward the outcomes you want. The new accelerators include:

• Jumpstart Your Service Operations Workspace - Guidance on how to create a workspace to help predict, prevent, and resolve incidents.
• Citizen Development Program Design - Practical assistance for creating a plan to help non-technical employees build apps on the Now Platform.
• HR Service Delivery Maturity Assessment - Personalized recommendations to improve product adoption after an assessment of your maturity score.

We’ve also made some key enhancements to existing accelerators, including:

• Tune Up Your Virtual Agent – With the Vancouver release, we’ve made it easier to fine-tune Virtual Agent so you can better tailor it to fit your needs. You'll be able to focus on areas such as UX and performance, as well as capabilities like AI search and natural language understanding.
• Common Service Data Model Assessment – The Common Service Data Model is like a blueprint to map your IT and business services to the ServiceNow platform. With this enhancement, you’ll be able to more effectively assess your Foundation Data to ensure it aligns with leading practices.

Improvements to platform health and monitoring

In the Vancouver release, we’ve acted on customer feedback to make it easier for platform owners and admins to spot performance anomalies with real-time, AI-powered detection and alerting. Instance Observer continuously monitors the data streams from all your instances, so you can take immediate action and minimize the impact of any issues. Also, Instance Observer is now available to a broader range of ServiceNow customers, including those using the Government Community Cloud (GCC).

The enhancements to Impact with the Vancouver release have something for everyone: C-level executives and line-of-business leaders, platform owners, and admins. If you’d like a more in-depth look at these enhancements, check out our on-demand webinar available here.