--- sourceDocument: Australia Impact sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/impact Release : - australia ft:locale : - en-US ft:publication_title : - Australia Impact ft:clusterId : - ipact bundleId : - ipact --- # Work with experts # Work with experts {#ariaid-title1} * Release version: Australia * * Updated July 7, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Work with experts Your Impact Squad is a dedicated team of experts who collaborate with you to address your organization's unique transformation challenges using the ServiceNow platform. The squad varies based on your subscription level: Show full answer Show less * **Guided customers** have a Customer Success Manager (CSM). * **Total customers** and Guided customers with Add-ons have a full Impact Squad, including a Customer Success Manager, Customer Success Executive, Platform Architect, and Support Account Manager. ## Impact Squad Roles and Responsibilities * **Customer Success Manager:** Your primary contact who curates content, coordinates recommendations aligned with your goals, manages delivery of Impact services, drives adoption, manages risks, and conducts regular business reviews and check-ins. * **Customer Success Executive:** A digital transformation leader advising on strategy, governance, value management, and program execution to accelerate outcomes and ensure operational excellence across your ServiceNow journey. * **Platform Architect:** Provides technology strategy, governance, solution design, and architecture guidance to standardize platform management, optimize performance, and enable rapid innovation. * **Support Account Manager:** Handles support services and platform performance management, including operational reviews, performance reporting, case and problem management, and upgrade planning. ## Customer Impact Plan (CIP) The CIP is a strategic, mutually agreed roadmap maintained by your Customer Success Manager to accelerate value realization, improve adoption, and optimize platform performance. It evolves based on your needs and includes: * Objectives and Outcomes * Capabilities Maps * Accelerators * Training * Platform Health The CIP aligns stakeholders such as executive sponsors, platform owners, and service owners to track progress and adapt strategies throughout your ServiceNow journey. ## Impact Steady State This phase follows the initial Foundations engagement (typically after 90--120 days) and involves ongoing quarterly and monthly activities to maintain progress against your Impact Plan and business goals. Services and checkpoints ensure continuous alignment and success. ## Deliverables and Review Cycles Depending on your Impact package (Guided, Advanced, or Total), the deliverables include: * **Quarterly Review Cycle:** Initiates onboarding and assesses your ServiceNow platform's current state. * **Periodic Support Review:** Quarterly reports covering cases, problems, changes, service metrics, performance, and upgrade status. * **Review of Outcome Insights:** Evaluates how success metrics align with your business targets and provides guidance on data collection and value management configuration. * **Quarterly Impact Review Executive Briefing:** Strategic discussions with executives focused on value delivery and business outcomes. Some foundational activities can be reactivated as needed during Steady State. Regular checkpoints help keep your Impact Plan aligned with evolving goals. Your Impact Squad is a team of on-demand experts who work with you to take on your team's unique transformation challenges. Note: * If you're a Guided customer, you will have a Customer Success Manager. * If you're a Total customer or a Guided customer with Add-ons, you will have an Impact Squad, which includes a Customer Success Manager, Customer Success Executive, Platform Architect, and Support Account Manager. See [Impact packages](https://servicenow-prod.fluidtopics.net/eCaoimjTPIkzCfWxhoV9Ig "ServiceNow Impact is available in core packages, Guided and Total, with optional add-on packages to extend your entitlements.") for information about available Add-ons. {#impact-squad__ul_zvt_g3f_vjc} {#impact-squad__table_qys_dgm_25b__entry__2} | Title | Role | |-|-| | Customer Success Manager | Acts as the primary point of contact for curating and coordinating content, guidelines, and recommendations aligned with your organizational goals and ServiceNow product mix. Key responsibilities: * Serves as your advocate for business value and orchestration lead across all Impact features and benefits. * Manages delivery of Impact Foundations, Impact Accelerators, and the development and execution of your Customer Impact Plan. * Oversees a diverse customer portfolio, ensuring deliverables align with goals, business objectives, capabilities, and success metrics. * Drives recommendations, addresses roadblocks, provides updates, refines the Customer Impact Plan, and reports on adoption. * Conducts periodic business reviews, kick-off calls, and regular check-ins with customers. * Coordinates with internal teams (Sales, Product, Support) to resolve issues, mitigate risks, and drive customer success. * Manages critical risks and mitigation strategies through a predefined process, ensuring smooth onboarding for new customers. * Promotes customer advocacy by highlighting success stories and use cases. {#impact-squad__ul_ylf_2lj_khc} | | Customer Success Executive | An accomplished digital transformation leader who advises on strategy, governance, value management, and program execution for achieving desired business outcomes. Drawing on insights from numerous successful engagements, this role specializes in guiding customers through key transformation decisions across the ServiceNow journey. Key responsibilities: * Drives your ServiceNow transformation strategy and roadmap to achieve business objectives. * Identifies the right implementation plan and partner strategy to accelerate outcomes. * Builds governance and operating models that ensure success and drive user adoption. * Applies value management to measure progress and strengthen transformation results. * Serves as a trusted advisor, coordinating ServiceNow experts and resources for enduring success. * Shapes organizational strategy by identifying trends, refining guidelines, and aligning delivery approaches with market demands. * Drives operational consistency and excellence by standardizing delivery methods and ensuring quality with Delivery teams. * Contributes to innovation with cross-functional teams to enhance ServiceNow's offerings. {#impact-squad__ul_zlf_2lj_khc} | | Platform Architect | Extends beyond technical expertise with proven management consulting and professional services experience to guide you with technology strategy and governance, as well as provide actual solution design and architecture as follows: * Establishes an enterprise-wide technical architecture and implementation strategy to set the foundation for enduring success. * Drives standardization and general guidelines platform management, enabling you to focus on value delivery. * Institutes technical governance to optimize platform performance and minimize long-term technical risk. * Enables rapid upgrades to new features and innovation that drive new value. * Builds a platform team focused on delivering value and innovation. {#impact-squad__ul_amf_2lj_khc} | | Support Account Manager | Provides support services and platform performance management, such as enhanced support and driving activities like operational reviews, performance reports, case management, and more as follows: * Bi-weekly operational reviews * Monthly performance reports * Quarterly periodic support reviews * Case management and escalations * Problem management and reporting * Change management and reporting * Upgrades, patch planning, and oversight {#impact-squad__ul_bmf_2lj_khc} | [Table 1. Impact Squad members] {#impact-squad__table_qys_dgm_25b} ## Customer Impact Plan {#impact-squad__customer-impact-plan} The Customer Impact Plan (CIP) is the mutually agreed strategic roadmap that focuses on accelerating value realization, enhancing platform adoption, and promoting optimal performance through tailored guidance and support. It outlines the customer journey to achieving your goals with the ServiceNow platform and is part of the Impact deliverable for Guided, Advanced, and Total customers. Your Customer Success Manager (CSM) actively maintains the CIP throughout the ServiceNow journey, which evolves according to your unique customer needs. The CIP contains information related to the following: * Objectives and Outcomes * Capabilities Maps * Accelerators * Training * Platform Health The CIP serves as a roadmap to help you achieve your goals, track progress, set expectations, and adapt strategies. It involves stakeholders, such as executive sponsors, platform owners, architects, product owners, and service owners, alongside the CSM. ## Impact Steady State {#impact-squad__section_nsz_zkj_tjc} Impact Steady State is the cadence that keeps you on track with your Impact Plan and associated business goals that follows the Foundations phase, generally beyond 90--120 days of engagement. After completing Impact Foundations, certain activities continue quarterly and monthly for ongoing maintenance and success. ## Deliverables {#impact-squad__section_pw5_yhk_y1c} Based on your Impact package, the deliverable outputs may vary: ✓ = Common standardized feature set. ![Green check mark icon]() = Includes unique package-specific features {#impact-squad__table_o23_vdk_y1c__entry__5} | Impact deliverable | Description | Guided | Advanced | Total | |:-:|:-:|:-:|:-:|:-:| | Quarterly Review Cycle | Kicks off the onboarding experience and evaluates the current state of the targeted areas for analysis for your ServiceNow Platform. | ✓ | ![Green check mark icon]() | ![Green check mark icon]() | [Table 2. Impact deliverables per package] {#impact-squad__table_o23_vdk_y1c} ## Quarterly Review Cycle {#impact-squad__section_own_m4y_1xb} The standard initiatives are executed in consistent, timely intervals to keep you on pace and consists of the following: * Periodic Support Review (PSR): A quarterly report of your cases, problems, changes, and real availability, including service metrics, instance performance data, and upgrade and patch information. * Review of Outcome Insights: A progress review to assess how well success metrics align with target improvements outlined in [Value management](https://servicenow-prod.fluidtopics.net/6rSv~oVfxi0IYefWTueCrA "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."). Guidance on approaches to data collection for this review will be delivered by the Impact squad, with an overview of configuration alternatives, including Impact 's Value Management applications. * Quarterly Impact Review Executive Briefing (QIR Executive Briefing): A strategic level conversation with customer executives that focuses on the outcomes and value that Impact is delivering toward achieving your business priorities, including holistic support and value realization reviews. {#impact-squad__ul_kym_t2v_jyb} Note: Some Foundations may be re-invoked on request during the Steady State phase as an Accelerator. For more information on the operating model, reach out to your Impact Squad. This phase includes regular checkpoints to keep your Impact Plan on track. A sequence of success focus areas or services and resources are utilized to achieve the desired outcomes. Checkpoints maintain alignment with the Impact Plan and success methodology and can continue monthly or quarterly for ongoing maintenance and success. **Related concepts** * [Impact packages](https://servicenow-prod.fluidtopics.net/eCaoimjTPIkzCfWxhoV9Ig "ServiceNow Impact is available in core packages, Guided and Total, with optional add-on packages to extend your entitlements.") * [Get started with Impact](https://servicenow-prod.fluidtopics.net/YO6gzm4VKefoY45PoBCOGA "A curated bundle of activities that help new Impact users begin their ServiceNow Impact journey and establish a foundation for achieving business objectives.")