Impact Digital Experience

Release version: Washingtondc

Updated May 1, 2024

3 minutes to read

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Summary of Impact Digital Experience

The Impact Digital Experience is a centralized portal designed to provide ServiceNow customers with personalized access to tools and benefits tailored to their organization and role. It enables users to track progress, share insights, and make data-driven decisions to optimize their ServiceNow journey by leveraging the AI Platform's machine learning capabilities. This experience is available at the Guided, Advanced, and Total levels, offering features that enhance user engagement and operational efficiency.

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Key Features

Engagement with Impact Squad: Collaborate with experts to achieve business goals.
AI-Powered Decision Making: Utilize AI tools and expert recommendations to enhance decision-making.
Business and Tech KPI Metrics: Monitor your success metrics to ensure alignment with your objectives.
Platform Health Monitoring: Tools like Impact Instance Observer and HealthScan to track and improve instance health.
Value Journey Insights: Access value blueprints and business value reports for ongoing assessments.
Product Adoption Resources: Explore capabilities maps and product adoption roadmaps for effective implementation.
Impact Digest: Monthly snapshots of personalized content curated by Customer Support Managers.
Impact Admin Center Integration: Self-service guidance for admins and instance owners on application installation.

Key Outcomes

By utilizing the Impact Digital Experience, customers can expect to enhance their digital transformation efforts, proactively manage platform health, and increase overall value realization through tailored recommendations and expert support. Access to a comprehensive set of resources and insights helps ensure that users are equipped to make informed decisions and achieve their business objectives effectively.

The Impact Digital Experience is a centralized, interactive portal where you can access your Impact tools and benefits.

Overview

Tailored to your organization and role, ServiceNow Impact delivers personalized value guidance where you get relevant and immediate access to the right content, at the right time, in a visually compelling digital experience. Track progress against your outcomes, share insights and industry benchmark comparisons, and make data-driven decisions to optimize the journey.

Built on the ServiceNow AI Platform, Impact leverages the breath of machine learning automation and analytic capabilities to help you realize value faster with preventative controls, proactive recommendations, and AI–enabled suggestions and alerts for platform health and optimization.

Included at the Guided, Advanced, and Total levels, the Impact Digital Experience is your centralized hub for all things Impact. With the Impact Digital Experience you can:

Engage with your Impact Squad, a set of experts here to help you with achieving your business goals.
Make better decisions throughout your ServiceNow journey with AI-powered tools and real-world expert recommendations.
Check that you're on the right track for success with our Business and Tech KPI metrics.
Stay proactive with preventative measures and safeguards that protect and guide your digital value realizations.

Note:

Your Impact Squad sends you login information to access your Impact portal.

Homepage

Impact homepage

Note:

Portions of the Impact Digital Experience may not be available to customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, to self-hosted customers, or in other restricted environments, or to managed service providers (except for their internal use)

Table 1. Impact navigation menu options
	Menu	Details
	Activity Center	Collaborate with your Impact squad and get a comprehensive view of all the activities supporting your Value Journey, including conversations, tasks, notifications, files, and meetings. All Recommendations: Tailored recommendations that help you reach your business  objectives faster.
	Initiatives & Accelerators	Initiatives catalog: Actionable engagements and workstreams that support your digital transformation. Accelerator catalog: Fixed-scope offerings with experts behind each option to quickly provide value exactly where you need it
	Platform Health	Platform Health shows how closely you're aligned to ServiceNow technical best practices and give recommendations for improvement: Impact Developer Support: Offered with Advanced and Total Impact packages that provide administrators and authorized users access to a ServiceNow Support Engineer to assist in troubleshooting technical issues around existing platform customizations. Impact Instance Observer: An observability and performance monitoring tool that empowers you to track your instance health and performance HealthScan: A diagnostic tool that helps you understand the current health of your instance, identify potential issues and setbacks, and take quick corrective action These features become available after completing the Impact Foundations phase.
	Value Journey	Provides a closer look at the following: Value blueprint: Captures your business objectives, which are high-level goals tied to measurable outcomes that help illustrate value over time. Business value reports: At the end of the year, or your alternative reporting period, your Impact squad performs a Value Realization Assessment and capture the data in a Value Report.
	Product Adoption	View your capabilities, product adoption roadmaps, and subscriptions for your ServiceNow instance: Capabilities maps: See the applications, or capabilities, at your disposal for achieving your business objectives. Product Adoption Roadmaps: View a recommended implementation sequence for your capabilities organized into specific phases for optimal implementation. Subscriptions: See a list of your subscriptions for all of your instances and the applications that you’re entitled to.
	Benefits & Usage	Assists you to access ServiceNow resources available to you, including case studies, learning opportunities, developer support, Now Community, and more.

Important:

In order to access various levels of Impact, a role must be assigned to you. Your Impact Administrator can assign the appropriate roles to you. See Impact User Management for additional information.

Impact Digest

Impact Digest is generated automatically on the second Tuesday of every month 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, recognize and celebrate the Impact journey every month. Access your goals and improve platform health, product adoption, and increase value realized.

Impact Admin Center Integration

Access Admin Center from Impact that enables admins and instance owners with self-service adoption guidance and recommendations to simplify application installation. See more information at Admin Center.