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.
What Impact does
Impact is an all-in-one offering for accelerating platform value through:
- Proactive guidance
- Embedded tooling
- Dedicated expert support
At its core, Impact helps you to perform the following key functions:
- Plan implementation
- Track product adoption
- Maintain platform health
- Resolve platform issues
- Access expert support
ServiceNow Impact provides the support and expertise to track progress against your outcomes, share insights and industry benchmark comparisons, and make data-driven decisions to optimize your digital transformation journey.
See the Impact overview video to learn more.
[Omitted video] Description: ServiceNow Impact Store Application overview
Note: Portions of Impact may not be available to users in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, to self-hosted users, or in other restricted environments, or to managed service providers (except for their internal use).
Impact package levels
Depending on your Impact package level (Guided, Advanced, or Total), you receive:
- Support tools and self-help resources
- Human-led engagements
- Credits, discounts, and additional benefits
Human expertise
Impact provides access to expert support through the following offerings:
- 24/7 Support: Provides 24/7 technical support to resolve platform issues
- Accelerator: Offers a tactical engagement with an expert
- Developer Support: Seasoned developers help with code fixes
- Impact Squad: Experts work directly with you to answer your questions
Impact operating model
The Impact operating model is a structured approach delivered by your Impact Squad to maximize value from the ServiceNow platform. This model maintains focus, prevents scope drift, and enables adaptation to evolving organizational needs.
The model connects your strategic vision to action through two phases:
- Foundations: Establishes your baseline and plan
- Steady State: Helps sustain progress through ongoing reviews and support
Foundations phase
The Foundations phase launches the experience by baselining your current state and creating a tailored roadmap to accelerate time to value. Foundations lays the groundwork for every action you take on the platform.
Steady State phase
The Steady State phase maintains momentum through regular, consistent initiatives such as:
- Platform health reviews
- Operational checks
- Performance assessments
These activities maintain alignment with your business goals.
Key features and software capabilities
| Feature | Description |
|---|---|
| Build implementation plans using Product Adoption Roadmap | Customizable implementation project plans to build an adoption roadmap aligned to your business needs |
| Manage capabilities maps using Capabilities Map | An inventory of what you have purchased and whether it's actively being used |
| using Value Dashboards | Measure business outcomes and ROI across your ServiceNow product journey |
| Platform Health | Monitor instance health and align with technical general guidelines, powered by: - Scan Engine for the Impact Store Application– Checks your instance for technical debt - Real-time prevention monitoring for Scan Engine– Verifies that code and update sets are safe to deploy to production |
| Track Platform Health trends using Analytics Dashboards | Dashboards allowing persona-based views of key metrics, charts, and trend analysis for Platform Health |
| Monitor instance performance with IO | An observability platform for your ServiceNow instances |
| Use the recommendations list to receive AI-Powered Recommendations | Tailored suggestions for content, training, and Accelerators to speed up adoption |
| Accelerator catalog | Fixed-scope expert engagements for achieving specific outcomes |
Impact Digest
Impact Digest is auto-generated periodically and offers a personalized Impact consumption snapshot with curated content from Customer Support Managers (CSMs) on ServiceNow products, and Impact content.
With manual curation of content by a CSM Newsletter team, based on Impact Squad’s opted topics and insightful consumption statistics, access your goals and improve platform health, product adoption, and value-realization.
How to get Impact
Impact is delivered through the ServiceNow Store and runs directly within your ServiceNow instance.
The Impact Store Application is included with an Impact subscription, as is the Service Bridge connector that links the app to the Impact Delivery Instance. See Install Impact to get started.
Note: The Impact Store Application is the exclusive hub for all innovative features starting with the Yokohama release (March 2025).
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