ServiceNow transforms the way your business works, letting you increase productivity, unlock innovation, and deliver great user experiences. That’s why you invested in ServiceNow. But how do you achieve that business value faster?

That’s where ServiceNow Impact comes in. It’s a first-of-a-kind value acceleration solution that combines the power of the Now Platform and ServiceNow experts to maximize the benefits of ServiceNow for your business. Impact is with you every step of your ServiceNow journey, helping you to achieve your business goals quickly and smoothly. From prescriptive guidance and insights to tailored training, platform health tools, and support, Impact is a comprehensive product that helps you get the most out of your ServiceNow investment.

Let’s look at the top things you should know about ServiceNow Impact.

1. Your Impact Squad is a team of on-demand ServiceNow experts who are dedicated to helping you succeed. They work with you throughout your digital transformation journey, helping you to seize opportunities and overcome challenges. Think of them as your partners in achieving value, providing tailored insights and guidance, practice recommendations, and personalized support that’s focused on your unique needs and business goals. Your Impact Squad includes:

• Your Customer Success Manager, who is the day-to-day leader of your Impact Squad. They help you to get the most out of Impact and act as your advocate throughout your ServiceNow journey.
• Your Success Architect, who brings together the right ServiceNow experts to help you build your transformation roadmap, identify the right implementation plan, and drive user adoption.
• Your Platform Architect, who is your primary technical and architectural lead. They help you design your ServiceNow architecture, build your platform team, and establish technical governance.
• Your Support Account Manager, who is your primary point of contact for platform support. They are your champion with our support team and also help you to plan upgrades.

2. The Impact Digital Experience (IDE) is your digital control tower for your ServiceNow journey, combining expert human guidance and AI-driven insights to help you define, meet, and exceed your organization’s business goals. With the Impact IDE, you have a single place to:

• Capture your value blueprint, working with your Impact Squad to pinpoint your business objectives and identify specific, measurable operational outcomes that support these objectives.
• Plan your ServiceNow roadmap, receiving recommendations on which ServiceNow capabilities you should implement in order to achieve your targeted business outcomes.
• Track your progress, including which ServiceNow capabilities you have implemented and the quantified results you have achieved for each of your operational outcomes based on established success metrics.
• Manage the health of your ServiceNow instances, including seamless access to powerful observability and monitoring tools, as well as dashboards that show you the results of health assessments and provide prescriptive guidance on how to resolve health issues.
• Get AI-fueled recommendations on specific initiatives that will help you to achieve your objectives faster based on where you are in your ServiceNow journey.

3. Accelerators are fixed-scope engagements included with your Impact subscription that help you to achieve targeted value quickly. Accelerators focus on specific goals such as technical governance, upgrade readiness, and user adoption, and include expert guidance and insights along with fast access to valuable information and recommendations. There are many Accelerators available, including:

• Strategy Accelerators, which focus on organizational and governance best practices, such as driving user adoption, establishing a Center of Excellence and Innovation, or developing your training strategy.
• Architecture Accelerators help you tackle architectural and technical governance issues, such as setting up your architectural blueprint or implementing effective data governance.
• Technical Accelerators help you quickly introduce new ServiceNow platform and product features by giving you hands-on demos, personalized coaching, and guidance on best practices. They can also help you to strengthen your existing implementations by providing a comprehensive assessment and recommendations.

4. Health Assessment is an automated tool that helps you understand and improve the health of your ServiceNow instances. It’s built on best practices identified by analyzing thousands of ServiceNow instances, and quickly scans your ServiceNow instance to identify health issues in five key areas, including security, upgradability, performance, manageability, and usability. There is also a Health Assessment Accelerator included with Impact, where ServiceNow experts analyze your Health Assessment results and provide prescriptive guidance on how to resolve any identified health issues.

5. Instance Observer is a purpose-built observability and monitoring tool that’s included with ServiceNow impact. It gives you a single pane of glass to monitor all of your ServiceNow instances in near real time. You get availability information and a comprehensive set of KPIs covering areas such as transactions, jobs, services, schedulers, semaphore sets, and more. When there’s an issue, you can easily drill into the underlying details to find out more. Instance Observer also includes performance graphs and reports, letting you see historical trends and proactively address issues before they start to affect instance performance.

6. On-demand training courses are included in Impact packages, allowing you unrestricted access to self-paced courses to help your team build their ServiceNow skills. Impact Guided customers can access ServiceNow Fundamentals on-demand courses on Now Learning, while Advanced and Total Impact customers can access both Fundamentals and Advanced on-demand courses.

7. Developer support is a valuable and powerful service that’s available for Impact Advanced and Total customers. It lets your developers work with an expert ServiceNow support engineer to troubleshoot customizations. This includes customizations of out-of-the-box ServiceNow apps as well as your own custom apps, but it doesn’t include ServiceNow apps developed by third parties. It’s a break/fix service that you can use if you have a customization that was working previously and has now stopped working. However, it doesn’t include help with designing and implementing new customizations, and it isn’t a code review or testing service. If you do want help reviewing designs, there is a Design Review Accelerator where ServiceNow experts will review a new or existing design to help you make the right design decisions to deliver better scalability, sustainability, maintainability, and upgradability.

8. Enhanced case response times give Impact customers faster access to support when there is a technical issue. The target response times and target levels of effort depend on whether you are an Impact Guided, Advanced, or Total customer. For example, Guided customers have a 30-minute target response time for P1 incidents, while Advanced and Total Customers have a 15-minute P1 target response time.

To learn more about ServiceNow Impact and how it can help you deliver more value faster, click here.