May 2024 quarterly Impact release notes

  • Release version: Washingtondc
  • Updated May 1, 2024
  • 4 minutes to read
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    Summary of May 2024 Quarterly Impact Release Notes

    The May 2024 quarterly release of ServiceNow® Impact introduces enhancements aimed at accelerating customer value in their digital transformation journeys. This update, developed on the ServiceNow AI Platform, includes expert coaching, personalized insights, and various support features, all within a tailored digital experience.

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    Key Features

    • New Accelerators: Enhance AI experiences and access expertise through streamlined intake forms.
    • Impact Squad Add-on SKUs: Expand coverage with options like Strategic Value, Platform Governance, and Managed Support.
    • Impact Digital Experience (IDE): Monthly Impact Digest for insights, multi-account support for consolidated reporting, and Generative AI search for improved user experience.
    • HealthScan and Instance Observer: Improved platform health monitoring with enhanced alert notifications and job execution charts.
    • Value Management Dashboards: Contextual recommendations and tracking of customer outcomes.

    Key Outcomes

    With this release, ServiceNow customers can expect:

    • Enhanced access to subject matter experts and tailored support.
    • Improved visibility and management of platform health and adoption metrics.
    • Streamlined processes for product adoption and health assessments.
    • Insights into maturity levels for centers of excellence and innovation.
    • Updates and deprecations of certain accelerators to streamline offerings.

    ServiceNow® Impact is a first-of-it's-kind value acceleration solution designed to meet customers where they are in their unique ServiceNow digital transformation journey.  Built on the ServiceNow AI Platform, Impact combines expert coaching, personalized insights and recommendations, peer benchmarking, technical support, role-based training, and curated content all delivered in a personalized digital experience. Impact was enhanced and updated in the 2024 May quarterly release.

    Impact highlights for the 2024 May quarterly release

    • Utilize new Accelerators to amplify your AI experience, get Access to Expertise with a streamlined intake, and maximize value exactly where you need it.
    • Expand Impact Squad coverage with four Add-on SKUs.
    • Get monthly updates in the form of Impact Digest and take advantage of Impact Digital Experience (IDE) enhancements, including multi-account support and Gen AI search.
    • Use Platform Health improvements with HealthScan and enhanced functionality for Instant Observer.
    • Access Value Management dashboards for Guided customers.

    See Impact for more information.

    New in the 2024 May quarterly release

    Impact operating model
    • Add-on SKUs: Supplement Impact Squad coverage with additional resourcing and the flexibility to customize resourcing to match your needs with Strategic Value, Platform Governance, Managed Support, and Instance Observer Seats add-ons.
    Impact Digital Experience (IDE)
    • Impact Digest: Receive a month in review email with personalized insights and curated ServiceNow products adoption content.​
    • Generative AI Search: Get GenAI-powered summaries and simplified intuitive search experience with a major update to Search capability in Impact.
    • Multi-account support: Create a multi-account report that provides a consolidated view of consumption and value realization of Impact across all linked child accounts and groups users with premium access by account on the Users tab.
    • Regulated markets: Access IDE, HealthScan, and temporary instances for Technical Accelerators at Scale (TAS) as a National Security Cloud (NSC) customer in NSC IL5 environments.
    • All Recommendations: View contextual recommendations in Value dashboards and find specific recommendations by using filters.
    • User Roles in Impact: Impact User and Impact Executive roles are able to take part in conversations.
    Value Journey
    View all related outcomes on the Outcome Detail and capture a summary of progress or an overview of all Impact activities related to the outcomes in one place.
    Product Adoption
    Create a freeform initiative directly from the Capabilities Maps and the Product Adoption Roadmaps.
    Platform Health
    • Impact Instance Observer:
      • Filter the expanded job execution and anomaly chart to display selected timeframes and number of jobs.
      • : Notifications for alerts and other system activity are displayed on the Instance Observer banner.
      • Cloud availability: View summaries of database availability and details of the last 90 days service issues directly from Instance Observer.
    • Health Assessment Dashboard: View, filter, efficiently manage, and prioritize findings related to a Health Assessment.
    Initiatives & Accelerators

    Changed in this release

    Product Adoption Roadmaps
    Usage status is added on the tiles of unavailable capabilities and is editable in the Product Adoption Roadmaps.
    Business value reports:
    Download the Data Collection Toolkit directly from the ServiceNow® Store.
    Accelerator catalog
    The Center of Excellence & Innovation Design (CoEI) Accelerators for both Impact Advanced and Total customers are combined into a single Accelerator for both packages.

    Deprecations

    Jumpstart Your CIO Dashboard Accelerator and Introduction to CxO Dashboard Accelerator are being deprecated with the May 2024 release.