Impact packages

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
    • Summarize
    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 Impact Packages

    ServiceNow Impact packages offer a range of support tools, self-help resources, and human-led engagements tailored to your business needs. There are three subscription levels: Guided, Advanced, and Total. Each package provides essential benefits that enhance customer experience and support.

    Show full answer Show less

    Key Features

    • Guided: Entry-level with a premium digital experience, enhanced technical support, curated content, and training credits.
    • Advanced: Builds on Guided with end-to-end technical support, advisory sessions, personalized content, and on-demand training.
    • Total: The comprehensive solution with a dedicated expert team, personalized recommendations, and preventative tools.

    All Impact customers benefit from:

    • A great digital experience featuring value realization dashboards and intuitive journey builders.
    • Personalized learning and coaching aligned with customer roadmaps and roles.
    • A smart recommendation engine for proactive insights and custom recommendations.

    Key Outcomes

    Each Impact package allows for different levels of Accelerator consumption, enabling customers to leverage resources effectively:

    • Guided: 1 Accelerator at a time across all sub-categories.
    • Advanced: 3 total, with 1 of each sub-category concurrently.
    • Total: 6 total, allowing for 2 of each sub-category concurrently.

    Additionally, add-on SKUs provide flexibility, offering distinct entitlements and pricing based on specific needs.

    ServiceNow Impact packages comprise support tools, self-help resources, human-led engagements, and credits, discounts, and additional benefits made available to you depending on the level of Impact package procured.

    There are three subscription packages for Impact, Guided, Advanced, and Total. Regardless of the package, all Impact customers get:
    • A great digital experience with value realization dashboards and intuitive journey builders.
    • Personalized learning and coaching with curated content and tailored learning aligned to the customer’s roadmap and role.
    • A smart recommendation engine that provides proactive insights, prescriptive alerts, and custom recommendations.

    Descriptions

    If you have purchased an Impact offering, the applicable Impact Package description applies to your purchase.

    Guided
    • Entry-level offerings including the Premium digital experience, enhanced technical support, curated content, and training credit.
    • Impact Squad: Customer Success Manager
    Advanced
    • Augments the Guided package with end-to-end technical support with tools like Instance Observer, developer support, advisory sessions, personalized content, and on-demand training and certifications.
    • Impact Squad Team: Customer Success Manager, Success Architect, Platform Architect, and Support Account Manager
    Total
    • The complete solution with a designated expert team, personalized recommendations, preventative tools, and much more.
    • Impact Squad Team: Success Architect, Platform Architect, Success Program Manager, and Support Account Manager

    Accelerator consumption per Impact package

    Depending upon the Impact package that you have purchased, there’s an allotment of how many Accelerators from each sub-category that can be consumed consecutively. See Accelerator catalog for additional information on Accelerators and sub-catalogs.

    Package Description Accelerator Consumption
    Guided, Guided - Public Sector Entry-level offerings including the Premium digital experience, enhanced technical support, Impact Squad Customer Service Manager (CSM), curated content, and training credit. 1 at a time across all sub-categories
    Advanced, Advanced - Public Sector Augments the Guided package with an Impact Squad team, end-to-end technical support, and tools like Instance Observer, developer support, advisory sessions, personalized content, adoption tool kits, and on-demand training and certifications. 3 total (1 of each sub-category concurrently at a time)
    Total, Total - Public Sector Augments the Advanced package as the complete Impact solution with a designated expert team, personalized recommendations, preventative tools, and much more. 6 total (2 of each sub-category concurrently at a time)

    Add-on SKUs

    Add-on SKUs introduce flexibility for Impact customers and are available in all environments where Impact is available. Add-On SKUs will be sold to all Impact customers and are priced on a per SKU, per year basis, with each Add-on priced separately with distinct entitlements.

    Table 1. Available Add-on SKUs
    Name Entitlements
    Strategic Value
    • Upgraded Value IDE
    • Two additional Strategy Accelerator Catalog concurrencies
    • Additional CSM coverage
    Platform Governance
    • Upgraded Health IDE
    • Two additional Architecture Accelerator catalog concurrencies
    • Additional CSM coverage
    Managed Support
    • Upgraded P1/P2 level issue initial target response times
    • Additional SAM coverage
    • Five Developer Support seats
    Instance Observer Seats Ten Instance Observer seats
    Note:
    • IDE = Impact Digital Experience
    • CSM = Customer Support Manager
    • SAM = Support Account Manager