ServiceNow Impact is simply the best way to accelerate your time to value with ServiceNow. It’s a first-of-a-kind,

personalized solution that amplifies your expertise and helps you drive faster ROI. And if you’re an Impact Advanced or Total customer, one of the biggest benefits of Impact is your Impact Squad. They’re a team of on-demand experts who work with you to embrace the opportunities and challenges of your unique digital transformation journey, making sure the help you need is there when you need it most. Let’s meet your Impact Squad!

Your Customer Success Manager

Your Customer Success Manager (let’s call her Kate!) is the day-to-day leader of your Impact Squad. Kate thinks of herself as the “easy button” to help you get the most out of Impact. She’s your main point of contact, working with your executive sponsor, platform owner, and system administrator to give you fast access to product, technical, and process experts, along with curated content, best practices, and recommendations that support your organizational goals. And Kate is more than a point of contact—she’s your advocate for business value. She’ll work with you to create your Customer Impact Plan, identify initiatives that accelerate value, and help you take advantage of Impact benefits and entitlements.

Y our Success Architect

Ahmed is an accomplished digital transformation leader and business strategist who’s dedicated to creating business value for your organization. He’s got insights from dozens of successful engagements, teaming with ServiceNow customers to help them realize value faster. He’ll work with your executive sponsor, service owners, business leaders, and platform team, bringing together the right ServiceNow experts to help you drive your transformation strategy and roadmap, identify the right implementation plan and partner strategy, build appropriate program governance, drive user adoption, measure your progress, and strengthen your transformation outcomes.

Your Platform Architect

Stuart is your primary technical and architectural lead, but he’s more than that. He’s got proven management consulting and professional services experience, engaging with ServiceNow customers to guide their technology strategy. Stuart will work with your enterprise architect and development team to establish an enterprise-wide ServiceNow architecture and solution design, create an optimal implementation strategy, and advise on platform team best practices. He’ll also institute best practices and technical governance so you optimize platform performance, minimize technical debt and long-term risk, and enable smooth upgrades so you access new, high-value innovations faster.

Y our Support Account Manager

Aditi is your primary point of contact for both proactive and reactive platform support. As well as being your champion with our support team, she’s also focused on your platform performance, building your confidence and helping you avoid surprises. She’s your point person dur Core Business Hours for case management and escalations, as well as problem management and reporting. Aditi will also deliver monthly performance reports, hold biweekly operational reviews and quarterly support reviews with your platform owner and other stakeholders, and provide change management planning and reporting. She’s also your go-to person for patches and upgrades, working with you to plan each upgrade and providing oversight across the entire process.

Every member of your Impact Squad is dedicated to your short-term and long-term success, helping you to achieve more value faster. Isn’t it time you got to know them better?