September 2023 quarterly Impact release notes - Vancouver

Release version: Washingtondc

Updated February 1, 2024

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Summary of September 2023 Quarterly Impact Release Notes - Vancouver

The September 2023 release of ServiceNow® Impact, built on the AI Platform, enhances customer engagement by connecting users with experts through fixed-scope service offerings called Impact Accelerators. It aims to maximize the value of your ServiceNow instance by introducing new features and improvements in the Washington DC release.

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Key Features

Accelerator Sub-catalogs: New sub-catalogs for Architecture, Strategy, and Technical are available, allowing Advanced and Total customers to leverage more parallel services.
Instance Observer: This feature uses AI-based anomaly detection to identify performance irregularities and is accessible to Total customers, providing guided insights for monitoring.
Group Views: Enables organizations to customize their Impact experience according to their specific needs and stakeholder groups.
Enhanced Catalog: Guided customers will notice an updated catalog design with personalized recommendations, improving usability.
TuneUp Accelerators: Six new accelerators targeted at optimizing various Virtual Agent features for better performance and user experience.

Key Outcomes

By upgrading to the Washington DC release, customers can expect:

Increased access to expertise through new Accelerators that align with organizational goals.
Improved performance monitoring and anomaly detection capabilities via Instance Observer.
Enhanced ability to manage multiple stakeholders' objectives through Group Views in the Value Journey feature.
Streamlined processes to maintain momentum in service delivery with tailored initiatives.
Access to valuable resources and guidance for AI capabilities, data management, and citizen development.

For upgrading, customers should contact their Account Manager to obtain the Impact Washington DC SKU. Activation requests can be made through the ServiceNow Customer Support Manager.

ServiceNow® Impact is built on the ServiceNow AI Platform and combines customized service with a digital interface to help you realize the full potential of your instance. Impact Accelerators connect you directly to experts through fixed-scope service engagements to provide value exactly where you need it. Impact was enhanced and updated in the Washington DC release.

Impact highlights for the Washington DC release

Utilize new Accelerators that connect you directly to fixed-scope offerings with experts behind each option to quickly provide value exactly where you need it.
Consume more experts on-demand in parallel with separate Accelerator Sub-catalogs, Architecture, Strategy, and Technical.
Detect irregularities in performance metrics within production instances by utilizing AI-based anomaly detection in Instance Observer. This feature is accessible to Total customers.
Experience Instance Observer as an Impact Guided tier customer.
Consume Impact in alignment with your organizational needs using Group Views.

See Impact for more information.

Important information for upgrading Impact to Washington DC

In order to obtain the Impact Washington DC SKU, contact your Account Manager.

New in the Washington DC release

Accelerator catalog

Accelerator sub-catalogs: Advanced and Total customers can take advantage of three new Accelerator sub-catalogs, Architecture, Strategy, and Technical, each with separate concurrency allocations, allowing more parallel value to be delivered.

Note:

Exceptions: Impact Accelerators marked with * in its entirety or portions of the Impact Accelerator Activities may not be available to customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected datacenters, to self-hosted customers, or in other restricted environments, or to managed service providers (except for their internal use).

Introduction to Instance Observer-Guided: Provides guidance on understanding and monitoring performance using Instance Observer.
Jumpstart Your Generative AI: Provides a demonstration of the possibilities and capabilities of ServiceNow® Generative Artificial Intelligence (AI).
Jumpstart Your Natural Language Understanding: Provides a demonstration of the possibilities and capabilities of Natural Language Understanding (NLU).
Jumpstart Your Predictive Intelligence: Provides a demonstration of the possibilities and capabilities of Predictive Intelligence and the clustering framework.
Jumpstart Your ServiceNow AI Journey: Provides guidance to kick-start your hyper-automation journey with ServiceNow platform AI capabilities.
Jumpstart Your Task Intelligence: Provides a demonstration of the possibilities and capabilities of Task Intelligence.
Data Management and Governance: Provides insights and guidance to assess and improve your data management and data governance practices.
Multi-instance Topologies: Provides education on drivers and topology alternatives to support multiple production instance implementations delivered within the context of a single-customer production implementation.
Citizen Development Program Design: Provides prescriptive guidance on enabling Citizen Development and utilizing App Engine Studio for Advanced and Total customers.
Common Service Data Model (CSDM) Assessment - Foundation Data - Advanced, previously known as the CSDM Assessment Accelerator – Advanced: Shifted focus strictly to Foundation Data and provides guidance to assess and improve the Foundation Data that is part of your CSDM framework.
HRSD Maturity Assessment: Provides a base-level understanding of maturity tied to business outcomes being driven.
Jumpstart your Service Operations Workspace*: Provides a demonstration of the possibilities and capabilities of Service Operations Workspace.
Jumpstart Your Multi-lingual Virtual Agent*: Provides a demonstration of the possibilities and capabilities of Dynamic Translation.
TuneUp Your AI Search: Provides guidance on fine-tuning artificial intelligent (AI) Search to optimize performance and value.
TuneUp Your Virtual Agent - Assessment: Provides guidance on fine-tuning Virtual Agent setup to optimize value.
TuneUp Your Virtual Agent – NLU (Natural Language Understanding): Provides guidance on fine-tuning NLU models to optimize value.
TuneUp Your Virtual Agent – Performance Monitoring: Provides guidance on fine-tuning Virtual Agent performance to optimize value.
TuneUp Your Virtual Agent – UX (User Experience): Provides guidance on fine-tuning Virtual Agent conversations to optimize value.

Impact Instance Observer

Proactively detect the anomalies for cyclical or non-cyclical metrics under the Instance Observer performance chart for the Impact Total package on production instances. Additionally, Instance Observer allows setting anomaly alerts based on AI-detected metric outliers in historical patterns.
Access Instance Observer as a Guided tier customer using the digital experience.

Activity Center

Turn off self notifications for create and comment notifications on conversations, so that users who comment on a conversation will not receive a notification of the change.

Value Journey

View and manage multiple Capabilities Maps per instance that were previously managed at an account level.
Take advantage of multiple Product Adoption Roadmaps (PARs) that allow additional granularity for Advanced and Total customers.
Use Group views in Value Journey for Value Blueprint, Outcome Performance, and Business Value that provides organizations the ability to view their objectives and outcomes for different stakeholder groups.

Initiatives & Accelerators

Impact Foundations is a fit-for-purpose set of account level initiatives to start you on the fast track to value and to maintain momentum via a streamlined quarterly motion.

Group Views

Utilize multiple stakeholder groups within your organization to lead their own digital transformation.

UI changes

Impact: Guided: Guided customers will experience an updated catalog look and feel, along with recommendations.

Changed in this release

Accelerator catalog: Introducing the Accelerator sub-catalog for Advanced and Total customers to take advantage of the three new sub-catalog categories, Architecture, Strategy, and Technical, each with concurrency limitations, allowing more parallel value to be delivered.
TuneUp Your Virtual Agent Accelerator: This Accelerator is being split into six separate Accelerators, designed to address different features and capabilities within Virtual Agent, and to help customers successfully maintain and enhance ITSM Virtual Agent. The new Accelerators are listed under New in this release.
Tuneup Your ITOM Discovery Accelerator: This Accelerator has added support for Impact Guided customers.
TuneUp Your IT Asset Management Accelerator: This Accelerator has added support for Impact Guided customers.
Business value reports: Operational Performance under Business KPIs is renamed to Outcomes Performance to avoid confusion with the Support Account Manager (SAM) deliverable with a similar name.
Value Journey: Business Objectives under Value Journey has been renamed to Value Blueprint to align with the naming conventions of the related deliverables.

Accelerator catalog

Deprecations

The Technical Roadmap Accelerator will have no new enhancements or activations but will have continued support.

Activation information

Request Impact activation from your ServiceNow Customer Support Manager.

Browser requirements

Chrome, Safari, Edge, and Firefox are supported.

*Exceptions

This Impact Accelerator in its entirety or portions of the Impact Accelerator Activities may not be available to customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected datacenters, to self-hosted customers, or in other restricted environments, or to managed service providers (except for their internal use).