Impact -- ServiceNow Impact is built on the ServiceNow AI Platform and combines customized service with a digital interface to help you realize the full potential of your instance. Receive tailored recommendations and guidance from dedicated teams and experts on demand.
Exploring Impact -- ServiceNow Impact is a premium customer success product that combines AI-powered software tools with hands-on expertise that helps organizations maximize the value of their ServiceNow investment.
Get started with Impact -- A curated bundle of activities that help new Impact users begin their ServiceNow Impact journey and establish a foundation for achieving business objectives.
Work with experts -- Your Impact Squad is a team of on-demand experts who work with you to take on your team's unique transformation challenges.
Impact packages -- ServiceNow Impact is available in core packages, Guided and Total, with optional add-on packages to extend your entitlements.
Configuring Impact -- The tasks are outlined that are required to install and then configure the Impact Store Application using Guided Setup.
Install Impact -- Follow these instructions to install the Impact Store Application.
Run Impact Guided Setup -- Use Impact Guided Setup to follow a sequence of tasks that help you configure the Impact Store Application on your ServiceNow instance.
Assign users to Scan Engine groups -- In addition to assigning Impact users to groups, Platform Health users must also be part of a group for the Scan Engine feature.
Configure Scan Engine properties -- Configure the primary scanning capabilities and configuration options for scheduled, on-demand and real-time scans.
Configure scanning properties per persona -- You can view and configure a variety of information, formatted into lists, that the Scan Engine uses to permit users, team leads, and admins to access content.
Configure definition properties -- You can configure additional capabilities and configuration options for the definition ruleset.
Configure real-time scanning properties -- Real-time scanning properties allow control over which users have access to real-time scanning, and how the scan operates within their environment. Perform the following procedure to configure real time scanning properties.
Configure exception reason properties -- When real-time enforcement, enforce_real_time_validation is set to true, Recommend level findings require an approved exception reason before the form can be saved.
Configure update set scanning properties -- The Scan Engine provides several options to further configure update set scanning and enhance the governance over update set management. Update set scanning occurs during scheduled instance scans. The settings on this tab define which update sets will be scanned, and the parameters those update sets have to meet in order to be marked complete.
Run your first scan -- An initial full Scan Engine completion is required to set a baseline from a series of tasks performed that tune the instance environment to complete future scans quickly and efficiently.
Full and delta instance scans -- The full and delta instance scan feature enables ServiceNow administrators and developers to initiate, monitor, and manage instance scans directly from the Scan Results list view.
Initiate and manage scans -- Use the Scan Results list view to initiate scans, monitor scan status, and manage scan execution using the Initiate Scan and Force Full Scan buttons.
Run on-demand scans -- You can initiate some scan types on-demand to run whenever they are required.
Initiate application scans -- Scan applications to identify definition findings before publishing to the application repository. Application scans give insight into health scores, the number of findings, and the total impact of findings within your custom applications.
Initiate update set scans -- You can scan open update sets for findings to get insights into what you are importing and exporting across your environments.
Scan blocking and override behavior scenarios -- The Scan Engine blocks concurrent scans to protect instance performance. Understanding these rules helps you plan scan execution efficiently and how the system handles concurrent scan requests and when Force Full Scan override is necessary.
Use automated registration to IDI -- The automated registration process simplifies the configuration process and connects your Impact Store Application with data from the Impact Delivery Instance.
Verify the connection -- During Impact Guided Setup automated registration, a status is provided to indicate a successful connection. Use the Verify the Connection step to track the progress.
Initiate data migration -- After the connection is established between your Impact Store Application and the Impact Delivery Instance, next migrate your data.
Configure Scan Engine integrations -- Scan Engine integrates with other ServiceNow instances and external agile systems to synchronize definitions, manage exception reasons, create user stories, and enforce governance over app deployments.
Create an integration user account -- Create a dedicated integration user account and assign the required roles so that the Scan Engine can authenticate and communicate between your ServiceNow instances.
Register your instance -- Register each participating ServiceNow instance in the My SN Instances table before configuring any instance-to-instance integration.
Configure the OAuth authentication method development instance -- Set up OAuth authentication for instance-to-instance Scan Engine integrations using several stages, an integration user account, an OAuth2 configuration record, and provider and client application registries.
Configure the OAuth authentication method production instance -- Export OAuth records from the development instance, import them into the production instance, correct Key Management Framework (KMF) credential encryption, and configure development-to-production authentication so that both instances can validate their connections to each other.
Configure the Basic authentication method -- Confirm an integration user, create a Basic authentication record, then connect your instances using basic authentication. Basic authentication is supported but OAuth is recommended for production environments.
Validate your instance connection -- Validate the connection between registered instances to confirm that authentication and My SN Instances configuration are correct before enabling integrations.
Recover from account lockout -- Unlock the integration user account and clear the password reset flag after repeated failed validation attempts trigger the account lockout policy.
Definitions integration -- The Definitions integration synchronizes new, customized, and overridden definitions between non-production and production instances.
Sync definitions -- Enable definition synchronization and push new, customized, or overridden definitions from a development instance to production.
Exception reason integration -- You can synchronize exception reasons from non-production to Production instances once a record is created or updated.
Sync exception reasons -- Configure the Exception reason integration to automatically synchronize exception reasons between your non-production and production instances.
User story integration -- The User story integration creates agile tasks and stories directly from Scan Engine finding records in ServiceNow, Jira, Azure DevOps, or any external system.
Configure ServiceNow user story integration -- Configure the ServiceNow instance user story integration to create stories in a production instance directly from finding records on a non-production instance.
ServiceNow integration script leading practices -- Configure the ServiceNow instance user story integration to create stories in a production instance directly from finding records on a non-production instance.
Configure Jira user story integration -- Configure the Jira user story integration to create work items in a Jira project directly from Scan Engine finding records.
Jira integration script leading practices -- Configure the Jira user story integration to create work items in a Jira project directly from Scan Engine finding records.
Deployment and synchronization integrations -- The AES/AEMC and Update set integrations control how custom app deployments are governed and how scan results are synchronized across your instance stack.
Configure AES/AEMC integration properties -- Configure the AES/AEMC integration to enforce automated Scan Engine compliance checks on custom app deployment requests from App Engine Studio and ServiceNow Studio.
Configure update set integration -- Configure the update set integration to automatically synchronize update set scan results from developer instances to the production instance.
Configure other integration options -- Configure the Other integration type to create work items in any external system using a custom payload script and basic authentication.
Other integration leading practices -- Configure the Other integration type to create work items in any external system using a custom payload script and basic authentication.
Grant temporary instance access to your Impact Squad -- Familiarize yourself with your ServiceNow Impact Squad, a dedicated team of experts ready to assist in tackling your team's unique transformation challenges. View or grant your Impact squad 30 day read-only access to your instance to support you with Impact features.
Enable data collection for Value Management -- The Impact Value Management Data Collection apps are designed to simplify and optimize the value metrics data collection process using Performance Analytics (PA). These applications enable you to efficiently gather, track, and analyze critical success metrics, ensuring data-driven decision-making and improved visibility into key performance trends.
Install dependent plugins -- Install the dependent plugins for Impact Value Management Data Collection Content Pack apps
Modifying the configuration -- You can make changes to the Data Collection configuration to align with your organization's needs.
Review APM artifacts -- The data collection app contains a pre-build data metric structure for the ServiceNow Performance/Platform Analytics application.
Review App Engine artifacts -- The Data Collection app contains a pre-build data metric structure for the ServiceNow Performance/Platform Analytics application.
Review CSM artifacts -- The Data Collection app contains a pre-build data metric structure for the ServiceNow Performance/Platform Analytics application.
Review SAM artifacts -- The Data Collection app contains a pre-build data metric structure for the ServiceNow Performance/Platform Analytics application.
Review HAM artifacts -- The Data Collection app contains a pre-build data metric structure for the ServiceNow Performance/Platform Analytics application.
Review ITSM artifacts -- The Data Collection app contains a pre-build data metric structure for the ServiceNow Performance/Platform Analytics application.
Review ITOM artifacts -- The Data Collection app contains a pre-build data metric structure for the ServiceNow Performance Analytics application and includes artifact types.
Review SecOps artifacts -- The Data Collection app contains a pre-build data metric structure for the ServiceNow Performance/Platform Analytics application.
Install the Data Collection Pack -- To enable the Data Collection Pack, you must install dependent plugins and activate Data Collection jobs.
Review SPM artifacts -- The Data Collection app contains a pre-build data metric structure for the ServiceNow Performance/Platform Analytics application.
Review IRM artifacts -- The Data Collection app contains a pre-build data metric structure for the ServiceNow Performance/Platform Analytics application.
Using Impact -- Using Impact available directly through your ServiceNow instance and the Impact Delivery Instance offers a similar experience, but the user interface may vary.
Navigate Impact -- Use Impact to obtain new and updated features quickly. Leverage the home page for a personalized value guidance to get relevant and immediate access to the right content, at the right time.
Use the recommendations list -- Use the recommendations full list to view the recommendations tailored for you. You can either accept or reject a recommendation based on your interest by selecting View Details.
Manage work items from recommendations -- View the details for a recommendation and manage the work items created using the SPM and Collaborative Work Management (CWM) recommendation.
Platform Health -- Use Impact Platform Health to track Tech Key Performance Indicators (KPIs) to show how closely you're aligned to ServiceNow technical leading practices, receive recommendations for improvement, and help you monitor your instance health.
Diagnose technical debt -- Impact Platform Health uses the Impact Scan Engine to enable proactive management of instance quality, compliance, and performance. The Scan Engine is integrated with your Impact Store App to support platform health and adherence to leading practices.
Scan Engine definitions -- The Scan Engine uses a large set of definitions to correct coding and workflow findings in real-time and perform scans across your entire instance to detect existing findings.
Security -- Scan Engine security definitions measure implementation of protocols across a ServiceNow instance to prevent unauthorized access, data breaches, cyber attacks, and potential vulnerabilities.
Performance -- Scan Engine performance definitions measure the efficiency of a ServiceNow instance, encompassing aspects such as speed, responsiveness, resource utilization, and overall dependability.
Manageability -- Scan Engine Manageability definitions measure the extent to which ServiceNow instances, applications, or infrastructure can be effectively monitored, configured, and maintained.
Upgradeability -- Scan Engine upgradeability definitions assess the ease of enhancing a ServiceNow instance or application with new features, improvements, security patches, or compatibility adjustments.
User Experience -- Scan Engine user experience definitions evaluate the quality of user interactions with applications. Considers the ease of use, efficiency, design, responsiveness, accessibility, and its emotional and functional impact.
Create custom definitions -- The Scan Engine contains preexisting base system definitions. However, if your organization has scanning requirements in addition to these definitions, you can create your own.
Resolve technical debt -- After a scan runs, you can monitor its progress in real-time, review the completed results, and then work with the findings it identifies to resolve issues in your instance.
Create policies for Scan Engine -- Policies let you determine how specific definition findings appear on analytics dashboards; you can ignore them completely or place them in a prioritized view.
Prevent and resolve technical debt -- Impact's Platform Health suite comes with Now Assist powered features designed to help customers proactively identify, prioritize, and resolve technical debt.
Prevent technical debt with real-time code fixes -- Real-time prevention monitoring is a Scan Engine feature that actively monitors records as they are created or modified, displaying finding messages in real time when saving records in any instance where the Scan Engine is installed and activated.
Review and fix code in real-time -- Navigate the AI-Eligible Findings dashboard, generate an AI fix for an existing finding, review the code comparison, and apply the fix to your instance.
Configure exception approval and behavior -- Configure how exception reasons are enforced, approved, and re-evaluated when findings are detected using the ServiceNow Scan Engine.
Submit exceptions for Scan Engine findings -- For Recommend level findings, developers can submit exception requests if they determine the finding should not be considered an issue to deter development.
Fix code in real-time with Now Assist -- Fix code in real-time with Now Assist allows developers to receive real-time, AI-driven recommendations within their workspace to identify and resolve code quality issues, enabling adherence to ServiceNow, Inc. leading practices and reducing technical debt proactively.
Track Platform Health trends -- Analytics Dashboards provide a graphical way to view detailed information relating to findings, both pending and resolved, with the Scan Engine. The dashboards are role-based, allowing for persona-based views of information. They display key metrics, charts, and trend analysis.
Accessing Analytics Dashboards -- Access the Analytics Dashboards to view detailed information relating to Scan Engine findings, both pending and resolved.
Executive dashboard -- The Executive dashboard includes trend charts and the following overview modules.
Platform Owner dashboard -- The Platform Owner dashboard includes trend charts and the following overview modules.
Team Lead dashboard -- The Team Lead dashboard includes trend charts and the following overview modules.
Developer dashboard -- The Developer dashboard includes trend charts and the following overview modules.
Debug instance customizations with Developer Support -- Developer Support is an offering to Advanced and Total Impact packages, and Guided customers who purchase managed support, that provides administrators and authorized users access to a ServiceNow Support Engineer who can assist in troubleshooting technical issues around existing platform customizations.
Using Developer Support -- Learn more about using Developer Support and helpful information when submitting a developer request with Impact.
Create a Developer Support case -- Enter a support case to engage Developer Support assistance, if you are a named contact on the Impact plan.
Manage Developer Support user access -- Add designated users to enter a support case for Developer Support. The named contacts are responsible for entering details about a specific issue.
Monitor instance performance -- Instance Observer (IO) is an observability and performance monitoring tool that empowers you to track your instance health and performance in near real time, while also providing historical insights.
User configurable dashboard -- The All Instances Summary Dashboard is the home page that provides a snapshot of the overall health of your instances. You can create your own dashboard according to your preferences for metrics that help you to analyze the health of your system in a snapshot.
Create a dashboard -- Create a dashboard that serves as a home page to assess the health of your instances at a glance.
Performance insights -- The Performance insights widget in the user-configurable dashboard displays the total production instances, their count, and the status of their performance score in a dial component.
Real-time Instance health monitoring and analysis -- You can monitor all your instances 24x7 at one place using near real-time metrics and alerts on performance and availability in Instance Observer. Generate various charts of overview Instance Health and Performance Metrics and drill down into specific data points with recommended troubleshooting.
Anomalies detection in performance metrics -- Instance Observer proactively detects the anomalies for cyclical or non-cyclical metrics under the performance chart for the Impact Total package on production instances. Anomalies represent metrics outliers based on historical patterns. Every anomaly may not represent an issue, but, notifies you and you decide the criticality and configure alerts, accordingly.
Configure anomaly alerts -- Configure anomaly alerts based on metrics outliers on historical patterns in Instance Observer.
Anomaly detection algorithm -- Instance Observer is performing anomalies detection through the Z-score Statistical model, otherwise referred to as a univariate method.
Analyze job details for long pending jobs -- Stay ahead of job delays by identifying and acting on jobs that breach predefined lateness thresholds. The Long Pending Jobs alert card tracks pending jobs by lateness duration, so you can act on the pending jobs before they affect the downstream workflows and miss the SLAs.
View instance-level availability -- The Availability section shows instance-level availability on a geographic map and instance level ServiceNow generated alerts (limited alert types) over the last seven days.
Cloud availability -- Check specific ServiceNow data center availability, service degradation, or for interruption.
Use alerts to monitor your instance -- ServiceNow Instance Observer provides a comprehensive set of alerts designed to monitor platform health, performance, and user experience. These alerts are categorized for easy consumption and actionability.
Key alerts and notifications -- Use the Instance Observer Key Alerts functionality for flexibility to set alerts with historical thresholds from four week increments specific to your business needs and configure who on your team receives notifications.
Configure key alerts -- Follow these steps to configure Key Alerts on an instance where critical alerts have not yet been configured.
Generate thresholds for key alerts -- For an instance where critical alerts have already been configured you can obtain improved thresholds to receive enhanced or minimal alerts.
Monitor the average response time of applications -- Set an alert to monitor the application performance when the average response time of applications that run on an instance exceeds the configured threshold.
Use popular alerts for notifications (Advanced and Total users) -- Get started with the popular alerts that are most widely used to receive notifications about your instance performance if you’re new to the Instance Observer (IO) alerting system. The most popular alerts appear on the first page of your Configure Alerts page.
Configure long pending jobs alert -- Get notifications when jobs that are pending exceed your defined overdue thresholds by configuring the Long Pending Jobs alert. Set up conditions by job priority to take action on groups of jobs—such as all discovery jobs or system cleanup jobs—in one go, rather than managing them individually.
Custom payload in alerts integration -- Instance Observer integrations enable you to define and manage custom JSON request payload for ServiceNow and third-party integrations.
Root cause correlation -- Root Cause Correlation (RCC) finds a root cause by automatically correlating metrics, logs, and event information for supported symptoms on production instances for the last 24 hours.
Configure Root cause correlation alerts -- Configure Root Cause Correlation (RCC) alerts to start receiving the Root Cause Analysis (RCA) reports for these alerts.
Use the Root cause analysis history -- Check the Root cause analysis (RCA) History page to investigate the issues that caused an alert to trigger or performance to degrade to Critical or Warning.
IO analytics -- View comparisons for performance of key metrics over time with the Impact Total package.
Compare datasets in Instance Observer -- Instance Observer help you understand the impact of changes, troubleshoot issues, and understand performance patterns over time.
Understand query patterns -- Discover and identify performance issues with efficient query patterns to filter records, build dynamic queries, and optimize application performance across tables and modules within the ServiceNow instances.
User Experience -- Explore real-time user monitoring to analyze user experience and performance insights in Instance Observer telemetry into node, transaction type, URL, and user level breakdowns for Impact Total customers.
Manage User Experience -- Explore in-depth transactions for a user or a node for a given period.
Use Platform Performance Analyzer to view server details -- Get visibility into the operational metrics of applications and their performance. You can find out the number of applications per instance, the number of pages within each application, page-level response time, user interaction frequency with each application, and page access frequency by users within each application.
Track of application response time to monitor performance -- Track the response time of applications to gauge their performance. You can drill down to the transaction ID of each application to learn the slowest and fastest interactions in each instance.
Triage an instance for ongoing operations -- Perform a triage on a ServiceNow instance to gather point-in-time telemetry data for troubleshooting using Instance Observer. The triage feature gives a summary of ongoing operations at the time of its execution.
Triaged instance data -- You can triage your instance to get instant information on transactions, jobs, nodes utilization, semaphores, schedulers and update sets. Minimal use of this feature is recommended as use of this consumes resources on your instance.
Reports -- Reports in Instance Observer offer insights into the health of the instances, tracks database growth, and encryption status. The reports help you to analyze trends, and to schedule, download, and share these reports.
Instance performance telemetry reports -- Quickly generate reports to download and share with your business stakeholders, making organizations faster, smarter, and better in their instance performance management.
Instance monitoring and performance metrics -- Instance Observer (IO) metrics are real-time and historical telemetry data points used to monitor, triage, and troubleshoot ServiceNow instance performance.
Anomaly insights -- The reference topic gives additional information for anomaly charts.
Feature availability based on package -- The table outlines the access permissions for Performance Analytics features across production and sub production instances.
Auriga Intelligent Alert report -- Auriga Intelligent Alert is an advanced multivariate machine learning (ML) model that learns from historical issues on your instance to provide real-time insight. Auriga monitors your performance metrics to deliver notifications of noteworthy events or deviations from anticipated data patterns.
Transaction or response metrics -- The metrics provide a performance snapshot of classic UI transactions within the ServiceNow AI Platform.
Database performance metrics -- The metrics provide the database performance snapshot within the ServiceNow AI Platform.
Semaphores performance metrics -- The metrics provide the key performance indicators calculated at the instance level for the selected duration.
ECC Queue performance metrics -- The metrics provide the ECC Queue performance snapshot within the ServiceNow AI Platform.
Email performance metrics -- The metrics provide the Email performance snapshot within the ServiceNow AI Platform.
Scheduler performance metrics -- The metrics provide the Schedulers performance snapshot within the ServiceNow AI Platform.
Job details performance metrics -- The metrics provide the job details performance snapshot within the ServiceNow AI Platform.
Node health performance metrics -- The metrics provide the node health performance snapshot within the ServiceNow AI Platform.
Host health performance metrics -- The metrics provide the host health performance snapshot within the ServiceNow AI Platform.
Standby replication Lag -- A read replica is a copy of the primary DB that reflects changes to the primary in almost real time, in normal circumstances. The lag represents the database server of the instance that is behind in seconds.
Pool Replication Lag -- Pool replication lag is the number of seconds that a Standby database or a read replica database lags behind the primary database.
Chat details performance metrics -- For the operations team to get the insights of current load across main components of AWA channel infrastructure like queues and agents, and to monitor load during events of chat spikes.
Cluster details performance metrics -- The metrics provide the cluster details and Encryption status snapshot within the ServiceNow AI Platform.
User information metrics -- The metrics provide the user information performance snapshot within the ServiceNow AI Platform.
Instance Data Replication -- The Instance Data Replication (IDR) copies data updates from one instance, called the producer instance, to one or more other instances called the consumer instances.
IO roles installed with Instance Observer -- Several types of components are installed with activation of the Impact plugin, including tables, user roles, and scheduled jobs that are used in Instance Observer.
Product adoption -- View your capabilities, product adoption roadmaps, and subscriptions for your ServiceNow instance.
Build implementation plans -- Product adoption roadmaps enable you to view a recommended implementation sequence for your capabilities. The implementation sequence is organized into specific phases for an optimal implementation.
Create product adoption roadmaps -- Create a product adoption roadmap (PAR) using either a predefined template or a custom roadmap.
Entitlements and usage -- See the applications, or capabilities, at your disposal for achieving your objectives.
Manage capabilities maps -- Explore and manage the usage status for the capabilities you are entitled to use.
Convert a capability to a work item -- Convert a capability linked to a product adoption roadmap to an SPM entity either from the Impact home page or from the Product Adoption Roadmaps.
Capability details -- View the various details for a capability using the Capability details page.
Accelerators and Initiatives -- Initiatives are the actionable engagements and work streams that support your digital transformation. Impact Accelerators are fixed-scope offerings with experts behind each option to provide value exactly where you need it.
Request Accelerators and Initiatives -- Depending on the Impact package that you're subscribed to, you can request and consume a designated number of concurrent Impact Accelerators.
Request an Accelerator -- You can request a designated number of concurrent Impact Accelerators according to your subscription and complete the setup.
Request Access to Expertise Initiative -- Use the Access to Expertise Initiative to connect to ServiceNow subject matter experts via personalized virtual coaching sessions.
View the Accelerator and Initiative catalog -- Learn about available Accelerators and Initiatives that you can request to help achieve your business outcomes for your instance.
Accelerator catalog -- This is a complete Impact Accelerator catalog that combines the Architecture, Strategy, Technical, and Optimization sub-catalogs.
Architecture Accelerators -- Architecture Accelerators provide a foundational understanding of business outcome maturity with targeted recommendations on what to tackle next to unlock further value from the platform.
Artificial Intelligence Readiness Assessment -- The Artificial Intelligence (AI) Readiness Assessment Accelerator provides an assessment and guidance related to your readiness for adoption of ServiceNow Generative AI capabilities (Now Assist).
CSDM Data Modeling -- This Accelerator provides a demonstration of the possibilities and capabilities of CSDM Data Modeling.
CSDM Maturity Assessment -- This Accelerator provides insight into your current alignment to the Common Service Data Model (CSDM) within ServiceNow and related people, process and governance maturity, providing targeted recommendations on the next steps to unlock additional value from the platform.
Data Management and Governance -- This Accelerator provides insights and guidance to assess and improve your data management and data governance practices.
Design Review -- These Accelerators provide an evaluation of current or proposed solution design.
Design Review- Advanced -- These Accelerators provide an evaluation of current or proposed solution design.
Design Review- Total -- These Accelerators provide an evaluation of current or proposed solution design.
Health Assessment -- The Health Assessment Accelerators provide insights into your instance health.
Multi-instance Topologies -- This Accelerator provides education on drivers and topology alternatives to support multiple production instance implementations delivered within the context of a single-customer production implementation.
Release and Deployment Advisory for Pro-code Development -- The Release and Deployment Advisory for Pro-code Development Accelerator provides guidance to assist pro-code developers in tools and techniques to release and deploy ServiceNow application configurations and customizations.
Technical Governance -- Guidance on technical governance management of the ServiceNow AI Platform
UX: Build a Foundation for Better Experiences -- This Accelerator takes examples directly from the Impact customer’s instance to develop their understanding of User Experience (UX) and demonstrate how investing in UX directly influences the success of their ServiceNow investment.
UX: Catalog Request Experience Review -- This Accelerator reviews the Impact customer’s Service Catalog, request forms and form design and identifies areas of improvement.
UX: Design for Employee Center -- The UX (User Experience): Design for Employee Center Accelerator provides UX Design support and guidance to help customers get started with Employee Center design.
UX: Optimize Your Portal with Usage Insights -- This Accelerator provides guidance to customers on how to measure, monitor and analyze user behavior with UX analytics to identify and prioritize portal improvements.
UX: Portal Experience Review -- This Accelerator evaluates the UX of a customer’s ServiceNow portal, focusing on usability, design, and leading practices to enhance overall user experience and engagement.
UX: Taxonomy Design or Review -- This Accelerator provides Impact customers with guidance to optimize the content structure and navigation of their portal, focusing on categorizing knowledge and catalog content to improve usability and make information easier to find.
UX: Virtual Agent Experience Design or Review -- This Accelerator provides guidance on designing or improving the conversational experience of Virtual Agent or Now Assist in Virtual Agent.
Optimization Accelerators -- Optimization Accelerators provide standardized user story design documentation and configuration capabilities to accelerate platform and product adoption in customer sub-production environments.
Optimization Capability Configuration -- This Accelerator provides support in configuring capabilities and features to enhance platform health and drive ServiceNow product adoption.
Optimization Capability Design -- This Accelerator provides support in designing capabilities and features to enhance platform health and drive ServiceNow product adoption.
Strategy Accelerators -- Use Strategy Accelerators to go deeper on organizational and governance general guidelines with the ServiceNow platform and upskill your team to maintain business performance and drive success.
Adopt AI Governance -- This Accelerator guides customers through the process of establishing and managing an Artificial Intelligence Management System (AIMS).
Center of Excellence & Innovation Design -- The Center of Excellence and Innovation Design (CoEI) Accelerator provides guidance on building your ServiceNow CoEI.
Center of Excellence and Innovation Maturity Assessment Accelerator -- This Accelerator assesses your current ServiceNow CoEI processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform
Champion Engagement -- The Champion Engagement Accelerators provide insights into champion engagement.
CoEI Influencing Funding Strategy -- The Center of Excellence & Innovation (CoEI) Funding Strategy Accelerator advises Impact customers on how to identify and develop a strategic CoEI Funding approach.
CSM - Maturity Assessment -- This Accelerator assesses your current Customer Service Management (CSM) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform
Develop Partner Strategy -- The Develop Partner Strategy Accelerators provide guidance on finding and evaluating effective partners.
Develop Partner Strategy – Advanced -- The Develop Partner Strategy Accelerators provide guidance on finding and evaluating effective partners.
Develop Partner Strategy – Total -- The Develop Partner Strategy Accelerators provide guidance on finding and evaluating effective partners.
Foundations of AI Governance -- This Accelerator provides foundational guidance on establishing and managing an Artificial Intelligence Management System (AIMS).
HRSD Maturity Assessment -- This Accelerator assesses your current HR Service Delivery (HRSD) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform.
IRM Maturity Assessment -- This Accelerator assesses your current Integrated Risk Management (IRM) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform.
ITOM Maturity Assessment -- This Accelerator assesses your current IT Operations Management (ITOM) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform.
ITSM Maturity Assessment -- Assesses your current IT Service Management (ITSM) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform.
LSD Maturity Assessment -- This Accelerator assesses your current Legal Service Delivery (LSD) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform
OCM: Preparing for Change -- This Accelerator provides Impact customers with structured coaching and proven frameworks to build change readiness and ensure successful user adoption ahead of go-live during ServiceNow transformations.
OCM: Managing Change -- This Accelerator provides coaching to assess training needs, build enablement plans, close skill gaps, and activate champion networks — equipping users with the knowledge and ability to adopt ServiceNow.
OCM: Reinforcing and Sustaining Change -- This Accelerator provides guided coaching to measure adoption, close post-go-live gaps, sustain behaviors through recognition and feedback loops, and build a long-term sustainment plan for your ServiceNow platform.
Portfolio Governance -- Guidance on building a strategic portfolio management process
PPM Maturity Assessment -- This Accelerator assesses your current Project Portfolio Management (PPM) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform.
ServiceNow Governance -- Guidance on building ServiceNow Governance boards and policies.
ServiceNow Governance – On Demand -- Assess your AI governance across six areas, identify and prioritize governance gaps, confirm focus areas, and build a 90-day action plan — all at your own pace.
SAM Maturity Assessment -- This Accelerator assesses your current Software Asset Management (SAM) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform.
Staffing and Roles Review-On Demand -- This Accelerator provides Impact customers with a guided, self-service experience to assess their ServiceNow platform staffing model, identify capability gaps, and build a prioritized action plan to strengthen their team.
Stakeholder Path to Value -- The Stakeholder Path to Value Accelerator helps Impact customers accelerate the value creation through Stakeholder alignment.
Strategy Governance -- Guidance on aligning ServiceNow strategic roadmap to business outcomes
Technical Accelerators -- Accelerate usage and adoption of specific platform and product capabilities via applied demonstrations, personalized coaching, and general guidelines with Technical Accelerators.
Access to Experts -- The Access to Experts Accelerator connects Impact customers to ServiceNow subject matter experts via personalized virtual coaching sessions.
Extend Your AI Search -- This Accelerator provides prescriptive guidance on extending your AI Search beyond the foundational level.
Extend Your Employee Center to Pro -- The Extend Your Employee Center to Pro Accelerator provides prescriptive guidance on extending the Employee Center capabilities to include Pro features.
Health Assessment – Guided -- The Health Assessment-Guided Accelerator provides an insight into your ServiceNow instance health.
Introduction to CMDB: Ingestion -- This Accelerator provides a demonstration of the possibilities and capabilities of automating and standardizing CMDB data entry.
Introduction to Instance Observer-Guided -- The Introduction to Instance Observer Accelerator provides guidance on understanding and monitoring performance using Instance Observer.
Introduction to Instance Readiness Assessment -- The Introduction to Instance Readiness Assessment Accelerator provides guidance on understanding and interpreting instance readiness using the Instance Readiness Assessment (IRA).
Introduction to ServiceNow Vault -- This Accelerator provides an overview of the possibilities and capabilities of ServiceNow Vault.
Jumpstart your AI Control Tower: Foundations -- Jumpstart your AI Control Tower: Foundations provides a demonstration of the possibilities and capabilities of ServiceNow’s AI Control Tower.
Jumpstart Your AI Control Tower: AI Lifecycle -- This Accelerator provides guided coaching and an applied demonstration to help customers better understand their organization's AI governance.
Jumpstart Your AI Data Explorer -- This Accelerator helps customers get started with ServiceNow's AI Data Explorer through coaching, applied demonstrations, and leading practices, for faster, confident data-driven decisions.
Jumpstart Your AI Search -- This Accelerator provides guidance on enabling and configuring AI Search.
Jumpstart Your AI Agent Studio -- This Accelerator provides Impact customers with an overview and applied demonstration of AI agents within the Platform.
Jumpstart Your AI Agents for CSM -- This Accelerator provides a demonstration of the possibilities and capabilities of AI Agents for CSM.
Jumpstart Your AI Agents for ITSM -- This Accelerator provides a demonstration of the possibilities and capabilities of AI Agents for ITSM.
Jumpstart Your App Engine -- Prescriptive guidance on enabling Citizen Development and utilizing App Engine Studio
Jumpstart Your CMDB -- The Jumpstart Your Configuration Management Database (CMDB) Accelerator provides a demonstration of the possibilities and capabilities of CMDB.
Jumpstart Your CSDM: Crawl -- This Accelerator provides an overview of the Crawl phase of the CSDM maturity journey, brief assessment of current Crawl data, and actionable steps to complete the phase.
Jumpstart Your CSDM: Foundation -- The Jumpstart Your Common Service Data Model (CSDM): Foundation Accelerator provides an overview and breakdown of the CSDM with a focus on Foundation data.
Jumpstart Your CSDM for Service Operations -- This Accelerator provides a demonstration of the possibilities and capabilities of the Common Service Data Model (CSDM) for Service Operations.
Jumpstart Your CSM Configurable Workspace -- The Jumpstart Your Customer Service Management (CSM) Configurable Workspace Accelerator provides a demonstration of the possibilities and capabilities of the CSM Configurable Workspace.
Jumpstart Your Database Management -- The Jumpstart Your Database Management Accelerator provides a demonstration of the possibilities and capabilities of Database Management.
Jumpstart Your Data Privacy -- This Accelerator delivers a practical introduction to ServiceNow Vault’s Data Privacy capabilities, enabling platform owners and security administrators to discover, classify, and anonymize sensitive data to support compliance, security, and trust.
Jumpstart Your Digital Product Release -- This Accelerator provides a demonstration of the possibilities and capabilities of ServiceNow's Digital Product Release.
Jumpstart Your Employee Center -- This Accelerator includes a demonstration of the possibilities and capabilities available with the ServiceNow Employee Center portal in your instance.
Jumpstart Your Employee Journey Management -- The Jumpstart Your Employee Journey Management (EJM) Accelerator provides a demonstration of the possibilities and capabilities of Employee Journey Management.
Jumpstart Your Event Management -- The Jumpstart Your Event Management Accelerator provides a demonstration of the possibilities and capabilities of Event Management.
Jumpstart Your GenAI -- This Accelerator provides a demonstration of the capabilities of ServiceNow GenAI(Now Assist).
Jumpstart Your HR Case and Knowledge -- This Accelerator provides a demonstration of the possibilities and capabilities of HR Case and Knowledge.
Jumpstart Your Issue Auto Resolution -- The Jumpstart Your Issue Auto Resolution (IAR) Accelerator provides a demonstration of the possibilities and capabilities of Issue Auto Resolution within your ServiceNow platform.
Jumpstart Your Integration Hub -- This Accelerator provides a demonstration of the possibilities and capabilities of Integration Hub, a part of Workflow Data Fabric.
Jumpstart Your ITOM Discovery -- This Accelerator provides foundational guidance for a successful IT Operations Management (ITOM) Discovery implementation, along with a demonstration of its possibilities and capabilities.
Jumpstart Your Knowledge Management -- The Jumpstart Your Knowledge Management Accelerator provides a demonstration of the possibilities and capabilities of Knowledge Management.
Jumpstart Your Migration of Platform Analytics -- The Jumpstart Your Migration of Platform Analytics Accelerator provides a demonstration of how to successfully prepare and migrate your Platform Analytics content.
Jumpstart Your Modern Change Management -- This Accelerator provides a demonstration of the possibilities and capabilities of the modernized change management approach.
Jumpstart Your Natural Language Understanding -- The Jumpstart Your Natural Language Understanding (NLU) Accelerator provides a demonstration of the possibilities and capabilities of Natural Language Understanding.
Jumpstart Your Now Assist for Creator -- The Jumpstart Your Now Assist for Creator Accelerator provides a demonstration of the possibilities and capabilities of Now Assist for Creator.
Jumpstart Your Now Assist in Virtual Agent -- The Jumpstart Your Now Assist in Virtual Agent (VA) Accelerator provides a demonstration of the possibilities and capabilities of Now Assist in Virtual Agent.
Jumpstart Your Now Assist Skill Kit -- This Accelerator provides a demonstration of the possibilities and capabilities of Now Assist Skill Kit.
Jumpstart Your Platform Analytics -- The Jumpstart Your Platform Analytics Accelerator provides a demonstration of the possibilities and capabilities of Platform Analytics.
Jumpstart Your Predictive Intelligence -- The Jumpstart Your Predictive Intelligence (PI) Accelerator provides a demonstration of the possibilities and capabilities of Predictive Intelligence and the clustering framework.
Jumpstart Your Process Mining -- Jumpstart Your Process Mining Accelerator provides a demonstration of the possibilities and capabilities of Process Mining.
Jumpstart Your Service Mapping -- The Jumpstart Your Service Mapping Accelerator provides a demonstration of the possibilities and capabilities of Service Mapping.
Jumpstart Your ServiceNow AI Journey -- This Accelerator provides guidance on how to achieve your organization's goals and objectives with ServiceNow's AI capabilities.
Jumpstart Your Strategic Portfolio Management – Planning Workspace -- The Jumpstart Your Strategic Portfolio Management – Planning Workspace Accelerator provides a demonstration of the possibilities and capabilities of Planning Workspaces within Strategic Portfolio Management (SPM).
Jumpstart Your Subscription Management -- This Accelerator provides a demonstration on how to efficiently manage your ServiceNow subscriptions in the Subscription Management Application.
Jumpstart Your Success Dashboard -- Demonstration of what is possible with the Success Dashboard using your data via a temporary instance.
Jumpstart Your Task Intelligence -- The Jumpstart Your Task Intelligence Accelerator provides a demonstration of the possibilities and capabilities of Task Intelligence.
Jumpstart Your Virtual Agent -- This Accelerator provides guidance on realizing benefits with the ITSM Virtual Agent.
Jumpstart Your Walk-up Experience -- This Accelerator provides a demonstration of the possibilities and capabilities of ServiceNow’s Walk-Up Experience.
Jumpstart Your Workflow Automation: Flows -- This Accelerator provides an overview and applied demonstration of Flows in Workflow Studio, covering triggers, actions, sub-flows, and low-code automation capabilities.
TuneUp Your AI Search -- This Accelerator provides guidance on fine-tuning artificial intelligent (AI) Search to optimize performance and value.
TuneUp Your Employee Center -- The TuneUp Your Employee Center Accelerator provides guidance on maintaining and governing your ServiceNow Employee Center health to optimize value.
TuneUp Your Hardware Asset Management -- The TuneUp Your Hardware Asset Management (HAM) Accelerator provides guidance on maintaining and governing Hardware Asset Management health to optimize value.
TuneUp Your ITOM Discovery -- Provides insight and guidance to improve the health of your Configuration Management Database (CMDB) through IT Operations Management (ITOM) Discovery.
TuneUp Your Platform Analytics -- The TuneUp Your Platform Analytics Accelerator provides guidance on maintaining and governing Platform Analytics health to optimize value.
TuneUp Your Software Asset Management -- The TuneUp Your Software Asset Management (SAM) Accelerator provides guidance on maintaining and governing Software Asset Management health to optimize value.
TuneUp Your Virtual Agent -- The TuneUp Your Virtual Agent Accelerators provide guidance for various aspects of Virtual Agent on your ServiceNow platform.
Assessment -- The TuneUp Your Virtual Agent - Assessment Accelerator provides guidance on fine-tuning Virtual Agent setup to optimize value.
NLU (Natural Language Understanding) -- TuneUp Your Virtual Agent – NLU (Natural Language Understanding) Accelerator provides guidance on fine-tuning NLU models to optimize value.
Performance Monitoring -- The TuneUp Your Virtual Agent – Performance Monitoring Accelerator provides guidance on fine-tuning Virtual Agent performance to optimize value.
Developer Support -- Get Started with Developer Support is an Impact Initiative that facilitates the understanding of the Developer Support offering and identification of named contacts for requesting Developer Support.
Preventive Care -- Preventive Care is a premium, engineer-led diagnostic of instance performance executed on a regular cadence and available as an add-on package to all ServiceNow Impact customers.
Access to Expertise -- The Access to Expertise Initiative connects Impact customers to ServiceNow subject matter experts via personalized virtual coaching sessions.
Value management -- The value management constitutes a continuous loop of the end-to-end process of managing the value lifecycle, inclusive of envisioning value, creating value, ongoing management, optimization, and validation of value realized with the Impact store app.
Outcomes based contextual learning recommendations -- Outcomes based contextual learning recommendations provide data-driven recommendations for your operational outcomes. This includes tailored trainings for your outcome results.
Summarize outcomes with generative AI -- View a concise summary of your operational outcomes in Impact, including positive or negative outcome trends, adoption of recommended applications, and consumption of related Accelerators.
Track your business ROI -- Value Reports translate ServiceNow outcome performance data into monetized business RO.
Value calculation -- You can use value calculation for measurable business impact and track value using metrics.
Consumption Report -- Get an overview of your Impact tier features and their usage.
Summarize Consumption Reports with generative AI -- View a concise summary of a Consumption Report in Impact, including adoption of recommended applications, active Now Support cases with response times, and usage of developer support and Instance Observer seats.
Impact Conversations -- Help Impact customers and squads to collaborate in the context of outcomes, accelerators, initiatives, platform health and other Impact entities.
Work items -- Create a Strategic Portfolio Management (SPM) or Collaborative Work Management (CWM) work item using recommendations and initiatives for faster execution and actionable goals.
Manage with recommendations -- Convert an Impact entity to an SPM entity either from the Impact home page or from the Recommendations list. Creating an Impact entity and associating the SPM record details help you to avoid manual intervention in converting the entities from Impact to SPM portals, and thereafter any duplication of entities in the process.
Manage from initiatives -- Use the SPM work item record link within the Impact entity to view its details, after Impact entity is successfully converted to an SPM work item.
Impact reference -- Several types of components are installed with activation of the Impact plugin, including tables, user roles, and scheduled jobs.
Initiate the data connection -- Establish a connection between your Impact Store Application and the Impact Delivery Instance to allow the exchange of data.
Manually connect Impact data -- The named contact administrator will establish a secure connection to the Impact Delivery Instance (provider instance) to transmit data with the Impact Store Application.
Roles installed with Impact -- Impact offers many roles to assign to fit your business needs. When you log in to Impact, you’ll see a personalized view of your objectives, metrics, and recommendations tied directly to your role.
Dependent applications -- Following is a comprehensive overview of the dependent apps that are included with the installation of the Impact Store Application Each section delineates the features that activate event-based synchronization within the various product capabilities.
Table and field level mapping -- Following is information on the data that is synchronized between the Impact Delivery Instance and the Impact Store Application.
Value Management tables -- Following are the tables that are synced with your business objectives, business outcomes, and value management metrics.
Product Adoption Roadmap and Capabilities Map tables -- Following are the tables that are synced with your entitled capabilities, the usage status of your capabilities, and any changes made to your Product Adoption Roadmaps.
Recommendations tables -- Following are the tables that are synced with recommendations and information that will inform future recommendations (for example, recommendations you’ve used, or recommendations you’ve liked or disliked).
Accelerators tables -- Following are the tables that are synced with anything related to requesting or receiving an Accelerator (requests, status, start date, target completion date, attachments, notes, etc.).
Working with your Squad tables -- Following is the information that is synced: who’s on your Impact Squad, your Squad’s contact information, the status of your Impact Foundations activities, and records of your consent (for example, for Accelerators that require you to accept additional terms and conditions).
Impact storage estimation -- The Impact store app stores data within your ServiceNow instance and contributes to your instance's overall storage footprint. Storage usage varies depending on whether your instance is connected to the Impact Delivery Instance and on the level of collaboration activity.
Domain Separation in Impact -- Domain separation is unsupported for Impact. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Proactive Code Check -- Developers scan update sets for leading practice violations in non-production instances before promoting to production and Platform Owners gain insight into technical debt and stability of both non-production and production instances, resulting in improved code quality, reduced errors, and compliance verification.
Use Proactive Code Check -- Developers can identify issues and prevent defects before they are deployed to production.
Analytics -- Platform Owners use Proactive Code Check to track compliance against coding best practices and organizational standards. Owners can review detailed findings and audit the status of issues that were uncovered during the scan. Historical data is available up to six months.
Scan suite matrix -- Refer to the Proactive Code Check (PCC) scan suite matrix for details on the checks performed during a PCC scan.
Setup for the Impact Delivery Instance -- The Impact Delivery Instance is delivered to you with minimal technical configuration required. Many of the setup steps involve planning within your organization and with your Impact Squad.
Impact Delivery Instance roles -- IDI offers roles to fit your business needs. When you log in to IDI, you’ll see a personalized view of your objectives, metrics, and recommendations tied directly to your role.
Activity Center -- The Activity Center provides a comprehensive view of all the activities supporting your day to day journey with Impact.
Conversations -- Scan all conversations you are included in. Start a conversation any time to ask a question or get advice from your Impact squad.
Request an Accelerator from IDI -- Depending on the Impact package that you are subscribed to, you can request and consume a designated number of concurrent Impact Accelerators, from the IDI.
Objectives and Outcomes in Impact Delivery Instance -- The value management lifecycle starts with the creation of the Objectives and outcomes, which captures your objectives, which are high-level goals tied to measurable outcomes that help illustrate value over time.
Value Reports in Impact Delivery Instance -- Your impact squad can work with you to calculate the operational or monetized value you have realized with ServiceNow in a Value Report.
Manage capabilities maps in Impact Delivery Instance -- Manage the usage status for capabilities and how they’re being used in your instance. The information in the capabilities status fields feeds the capabilities maps summary bar.
Subscriptions -- See a list of your subscriptions for all of your instances and the list of applications that you’re entitled to, as part of those subscriptions, in one comprehensive view.
Training Insights -- Impact Training Insights provide a comprehensive view of organizational learning activities, with real-time data available whenever and wherever it's needed.
HealthScan -- ServiceNow HealthScan is a diagnostic tool for the Impact Delivery Instance that helps you understand the current health of your instance, identify potential issues and setbacks, and take quick corrective action.
HealthScan tech KPIs -- Tech Key Performance Indicators(KPIs) show how closely you're aligned to ServiceNow technical leading practices, offer recommendations for improvement, and help you monitor your instance health.
Health Assessment Dashboard -- View detailed Health Assessment results closer collaboration with the Impact squad to prioritize, review, and address best practice platform health findings.
Monthly Health Assessment -- The Monthly Health Assessment feature provides Impact Guided customers with a self-service capability that automates Health Assessment scans and reports to provide details that can help you to improve the health of your ServiceNow platform implementation.
Schedule Monthly Health Assessment scans -- Automate monthly Health Assessment scans and reports to help improve the health of your ServiceNow platform implementation.
HealthScan definitions -- Some HealthScan definitions are deprecated or updated between releases.
Additional resources for Impact -- If you’re looking for Impact leading practices, troubleshooting, or other informational guidelines, select a feature or resource type to discover additional ServiceNow resources.