Welcome to ServiceNow Impact®, we’re thrilled to have you join us. ServiceNow Impact is designed to help you maximize the power of the AI Platform for Business Transformation. Impact provides you with the support and expertise you need to get value fast by:

• Quickly adopting ServiceNow® products, including Now Assist
• Improving the health of your platform with 24x7 support and proactive tools
• Gaining access to personalized recommendations, technical and strategic experts
• Creating a blueprint to drive business outcomes, promote your success and prove your value to stakeholders

Think of Impact as your personalized success solution tailored to your needs.

Now let’s get started.

Guide overview

Explore the following topics in this guide:

• Getting started with Impact
• The four pillars of Impact
• Customer Impact plan
• ServiceNow resources

Getting started with Impact

Impact combines the experience of ServiceNow experts with the power of the ServiceNow platform to guide you through your journey to success. To get started with Impact:

• Join a kickoff session: Stay tuned for an invitation to attend a kickoff webinar, where you’ll get an overview of ServiceNow Impact and its benefits. Afterward, your customer success manager (CSM) will arrange your first meeting, where you’re welcome to invite anyone else who actively works on your instances.
• Get to know your Impact Squad: This designated team of strategy, product, and technical experts works directly with you to unlock the full value of your ServiceNow investment. All Impact Squads include a CSM who acts as a day-to-day leader to advocate for your success and support your goals. Other squads may also include a success architect, platform architect, and support account manager, depending on your package. To find out more about these roles, check out our Meet your Impact Squad blog post.
• Explore ServiceNow Impact: This is your central hub for success. Engage with your Impact Squad, plan your ServiceNow journey, receive AI-powered recommendations, monitor progress, maintain platform health, and access expertise on demand. Read the documentation to learn more about key features and capabilities.

The four pillars of Impact

Our goal is to help you achieve greater value faster. To do that, we’ve built Impact around four key pillars:

• Value management
• Product adoption
• Platform health and support
• Experts on demand

The first two pillars—value management and product adoption—form your ServiceNow Value Journey, a framework designed to deliver measurable results with your Impact Squad. The Value Journey lets you capture business objectives and outcomes, align them with a tailored ServiceNow roadmap, and track progress to help ensure you’re achieving value. Explore how these pillars work together to accelerate and enhance your outcomes in our blog post: Build your path to success with the Impact Value Journey.

Value management

Value management lets you define your strategic vision with ServiceNow, establish business objectives to support it, establish success metrics, track your progress, and measure the value you’ve achieved. Key Impact value management capabilities include:

• Objectives and outcomes: Also referred to as your value blueprint, objectives and outcomes capture your vision and strategy—your direction, achievements, and measurable success. Choose the business objectives you want to target based on your licensed ServiceNow products, to receive achievable outcomes and suggested success metrics. Your Impact Squad will be here to help you choose these objectives and outcomes.
• Outcomes performance dashboard: Want to monitor your progress and identify ways to achieve results faster? With this dashboard, you can. Track success metrics, view performance over selectable periods, and identify additional capabilities to help you achieve your goals faster.
• Business value dashboard: Measure the value achieved with your ServiceNow products, with a detailed breakdown of business objectives. Plus, access custom reports to meet your business needs.

Product adoption

Product adoption gives you visibility into the ServiceNow capabilities available to you, shows you which ones can support your business objectives, and lets you build a refined adoption roadmap. It includes:

• Capabilities maps: This dashboard gives you one place to view the landscape of your ServiceNow products and lets you track the status of their utilization. You get adoption guidance, along with information and links to product documentation for each capability. Find product documentation here.
• Product adoption roadmap: Available to Advanced and Total Impact customers, a product adoption roadmap gives you a single view into your recommended adoption plan, including recommended implementation sequences for ServiceNow capabilities. You can reprioritize capabilities as your objectives evolve.
• Recommendations: Impact gives you personalized, proactive recommendations to help you maximize adoption. You get AI-powered and expert-vetted recommendations, including capability adoption recommendations, suggested content, training, and Impact Accelerators. Accelerators are fixed-scope offerings that give you access to the expertise you need, when you need it. Recommendations are presented in Impact and are continuously refined based on your goals and where you are in your Value Journey. You and your Impact Squad can discuss recommendations directly within Impact, and then launch and track initiatives based on these recommendations.
• Subscription management: Manage all your ServiceNow subscriptions across your instances in one place. With subscription management, you can view a comprehensive list of entitlements, contract start and end dates, and quantities purchased, and explore entitled applications. Find product documentation here.
• Admin center: This self-service tool offers adoption guidance and recommendations, helping you identify product capabilities aligned with your objectives and previous adoptions. Simplify deploying new capabilities with streamlined application installation using adoption blueprints.

Platform health and support

We understand that you depend on our AI Platform for business transformation to keep your organization running smoothly. That’s why it’s critical to keep your ServiceNow instances healthy. By keeping the platform running at peak performance, you can deliver better services, improve user experiences, and lower ownership costs.

Impact gives you tools and insights to keep your ServiceNow instances running at top reliability and performance, including:

• Instance Observer: This purpose-built observability and monitoring tool gives you a single pane of glass to manage the health and performance of all your ServiceNow instances. Instance Observer provides real-time instance telemetry and historical insights, so you can identify trends and anomalies before they affect users. And because it runs off-instance, you have visibility even when an instance is down or has issues. Find product documentation here.
• Health Assessment: As an Impact Accelerator, this service connects you with ServiceNow experts who conduct technical analyses of your instances to identify key health issues. Those experts provide guidance on improving and maintaining the instance’s health. You can access recommendations from the Health Assessment directly in Impact. Learn more in this blog post.

Health assessments and Instance Observer are complementary and work with Impact experts on demand to help you prevent, identify, and correct platform health and performance issues. Want to know how? Read this three-blog series.

• Peer and industry benchmarks: You can also compare your performance to industry peers to benchmark platform health, identify improvement areas, and measure your level of maturity. The Impact Community helps facilitate benchmarking opportunities.

In addition to comprehensive platform health capabilities, Impact also provides enhanced support, so you can quickly address health issues when they occur. This includes:

• Technical support: Get faster response times compared to standard support with single-tier, global, direct-to-expert live agent support, available 24 hours a day, 365 days a year. Open unlimited concurrent support cases. Any designated customer contact within your organization can submit cases.
• Developer support: With an Advanced or Total Impact package, your developers can work with an expert ServiceNow support engineer to troubleshoot customizations, including out-of-the-box ServiceNow apps and your own custom apps. Developer support focuses on resolving issues with existing customizations rather than designing or implementing new ones. Find the product documentation here.

Experts on demand

In addition to your Impact Squad, you can also access ServiceNow experts through many other avenues, including:

• Impact Accelerators: These off-the-shelf, fixed-scope offerings can help you achieve targeted value fast. Accelerators focus on specific goals, such as upgrade readiness and user adoption, and include expert guidance, valuable insights, and recommendations. Accelerators are available for architecture, strategy, and technical subjects, so you’ll find the expertise you need. You can find a full catalog of available Accelerators here.
• Access to Experts: If your unique challenges aren’t addressed by specific Impact Accelerators or you simply want guidance from our subject matter experts, you can request a session with the Access to Experts Accelerator. A session can cover topics like leading practices, technical how-tos, product capability overviews, data model overviews, and implementation guidance.
• On-demand training: Build your team’s ServiceNow knowledge with on-demand training in Now Learning. Access self-paced on-demand courses, hands-on learning with real-time feedback, and personalized learning paths—all while tracking your progress using the training insights dashboard.

Customer Impact plan

This is where all the pieces come together to achieve success. Collaborate with your CSM to develop a personalized Impact plan that supports your strategic vision with our capabilities. Your custom plan serves as a living document that aligns your goals with our initiatives. It’s a place for you to set your direction, track progress, and develop strategies to make sure we achieve your business objectives together.

ServiceNow Impact resources

Explore these additional resources as you get started:

• The Impact Community: Subscribe to the Impact Community to find useful information and guidance. While you’re there, you can talk to our experts, get your questions answered, and connect with fellow community members. You’ll also find a curated list of Impact articles addressing common topics—some of which we’ve already mentioned in this guide.
• Product documentation: You can find Impact product documentation here.
• Impact events: Hear insights and information from Impact experts at our live events. Join one of our upcoming events, listed here.
• Release notes: Discover the latest Impact features and capabilities in the notes for our newest releases. You can find Impact release notes here.