Health Assessment

  • Release version: Australia
  • Updated March 12, 2026
  • 6 minutes to read

    • The Health Assessment Accelerators provide insights into your instance health.

    Health Assessment – Advanced

    The Health Assessment – Advanced Accelerator provides guidance to measure and improve your ServiceNow instance health.

    Overview

    Health Assessment- Advanced provides Impact Advanced customers with prescriptive guidance, leading practice content, and a technical analysis of their ServiceNow instance health via a HealthScan scan. Also included is a review of key platform health indicators, such as instance manageability, performance, security, upgradability, and user experience. This Accelerator aims to help you understand how your instance aligns with leading practices and improve your instance health.

    Package Availability

    Note:
    This Accelerator is available for the Impact Advanced package.

    What You Get

    Introductory Customer Session (up to 60 minutes)
    • Set expectations on process and depth of deliverable
    • Review the current state of the customer instance
    • Communicate expectations for customer participation
    • Request data and any other inputs
    Exception Discussion Customer Session (optional depending on customer need - up to 30 minutes)
    Discuss exceptions to be configured for the scan
    Health Assessment

    Health assessment using ServiceNow HealthScan

    Customer Read-out Session (up to 90 minutes)

    Review of:

    • Health Assessment Scorecard
    • Detailed Health Assessment findings from the HealthScan scan
    • How to interpret Health Assessment scan findings
    • Prioritization approaches
    Coaching Session (optional upon customer request – up to 60 minutes)
    • Opportunity for Q&A related to HealthScan findings
    • Provide additional guidance on leading practices, as needed
    • Review findings to potentially identify exceptions to be configured for the next scan

    Requested Customer Resources

    Table 1. Customer resources and responsibilities
    Customer Resource  Responsibilities 
    Platform Owner - Required Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.
    Platform Administrator - Required Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.
    Platform Architect- Required Provides a holistic view of the organization’s ServiceNow strategy, processes, and other systems, including any necessary policy or organizational requirements. Helps guide the Platform Owner to align with technical or functional standards.
    Enterprise Architect(s) - As applicable Provides a holistic view of the organization’s strategy, processes, and other systems, including any necessary policy or organizational requirements. Helps guide the Platform Owner to align with technical or functional standards.
    Lead Developer(s) - As applicable Writes code for the ServiceNow platform.
    Application Owner(s) – As applicable Owns ServiceNow applications or applications integrated with ServiceNow that are of interest with regard to ServiceNow instance and application health.

    Requested Information / Access

    Prior to beginning the Accelerator, you must provide your consent for ServiceNow resources to scan your instance. You are prompted for consent when you submit your Health Assessment Accelerator request.

    We request for you to complete an information gathering questionnaire, including requests for the following:

    • Identify the ServiceNow non-production instance to be scanned
      • When you submit your Accelerator request in Impact, you’re prompted to provide a candidate instance to run the HealthScan scan.
      • An instance close to production or, optimally, a recent clone of the production instance is recommended.
    • Provide your ServiceNow environment information, such as upgrades planned, clones scheduled, and code release schedules.
    • Provide read-out meeting participants.
    • Optional: Provide any exceptions that you request to be configured for the scan.

    For Customer Agreements and Terms, refer to the applicable Impact Accelerator Description available at https://www.servicenow.com/legal/servicenow-impact.html

    Exclusions

    • This Impact Accelerator is not available to:
      • Managed service providers, except for their internal use
      • Customers requiring security clearance
      • Customers operating a domain-separated environment.
    • Certain Impact Accelerator activities may be limited or unavailable for customers in certain restricted environments or to self-hosted customers.
    • Certain Impact Accelerator activities will not be available to:
      • Customers not hosted in a ServiceNow datacenter.
      • Customers that will not allow execution of a HealthScan scan on their instance.
    • This Accelerator does not include:
      • Reviews of design, process, strategy, or governance.
      • The implementation of recommended changes.
      • Any configuration changes within the customer's sub-production or production instances.
    • Health Assessment is a platform-wide review and excludes application specific reviews.

    Health Assessment - Total

    The Health Assessment - Total Accelerator provides guidance to measure and improve your ServiceNow instance health.

    Overview

    Health Assessment – Total provides Impact Total customers with prescriptive guidance, leading practices content, and a technical analysis of their ServiceNow instance health via a HealthScan scan. A review of key platform health indicators, such as instance manageability, performance, security, upgradability, and user experience is also included. This Accelerator aims to help you understand how your instance aligns with leading practices and to improve your instance health.

    Package Availability

    Note:
    This Accelerator is available for the Impact Total package.

    What You Get

    Introductory Customer Session (up to 60 minutes)
    • Set expectations on process and depth of deliverable
    • Communicate expectations for customer participation
    • Request data and any other inputs
    Health Assessment
    Health Assessment scan using ServiceNow HealthScan
    Customer Working Session #1 (up to 120 minutes)
    Review of:
    • Detailed findings from the Health Assessment scan
    • How to interpret Health Assessment scan findings
    • Platform Architect recommendations
    Customer Working Session #2 (up to 120 minutes)
    • Provide additional guidance on leading practices and exception management, as needed
    • Opportunity for Q&A related to HealthScan scan findings
    Leading practices

    Requested Customer Resources

    Customer Resource Responsibilities
    Platform Owner- Required Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.
    System Administrators- Required Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.
    Enterprise Architects- Recommended Provides a holistic view of the organization’s strategy, processes, and other systems, including any necessary policy or organizational requirements. Helps guide the Platform Owner to align with technical or functional standards.
    Developers- Recommended Writes code for the ServiceNow platform.

    Requested Information / Access

    Prior to beginning the Accelerator, you must provide your consent for the ServiceNow systems to scan your instance. You are prompted for consent when you submit your Health Assessment Accelerator request.

    We request for you to complete an information gathering questionnaire, including requests for the following:

    • Identify the ServiceNow non-production instance to be scanned.
      • When you submit your Accelerator request in Impact, you’re prompted to provide a candidate instance to run the HealthScan scan.
      • An instance close to production, or optimally, a recent clone of the production instance is recommended.
    • Provide your ServiceNow environment information, such as upgrades planned, clones scheduled, and code release schedules.

    Customer agreements and terms

    For customer agreements and terms, refer to the applicable Impact Accelerator description available at  https://www.servicenow.com/legal/servicenow-impact.html.

    Exclusions

    • This Impact Accelerator is not available to:
      • Managed service providers, except for their internal use
      • Customers requiring security clearance
      • Customers operating a domain-separated environment.
    • Certain Impact Accelerator activities may be limited or unavailable for customers in certain restricted environments or to self-hosted customers.
    • Certain Impact Accelerator activities will not be available to:
      • Customers not hosted in a ServiceNow datacenter.
      • Customers that will not allow execution of a HealthScan scan on their instance.
    • This Accelerator does not include:
      • Reviews of design, process, strategy, or governance.
      • The implementation of recommended changes.
      • Any configuration changes within the customer's sub-production or production instances.
    • Health Assessment is a platform-wide review and excludes application specific reviews.

    For Customer Agreements and Terms, refer to the applicable Impact Accelerator Description available at https://www.servicenow.com/legal/servicenow-impact.html