2023 Impact release notes
Releases occur throughout the year on a quarterly basis, starting in February.
September 2023 quarterly Impact release notes - Vancouver
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 Xanadu release.
Impact highlights for the Xanadu 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 Xanadu
In order to obtain the Impact Xanadu SKU, contact your Account Manager.
New in the Xanadu 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).
- 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.
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).
May 2023 quarterly Impact release notes
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 was enhanced and updated in four major areas for the May 2023 quarterly release.
Impact highlights for the 2023 May quarterly release
- Experience the improved Impact Homepage where you can see key activities and deliverables requiring attention. Value Journey is enhanced with personalized recommendations with training widgets and accelerators based on individual and organizational profiles.
- Access the new Benefits option that includes enhanced recommendations, with a quick snapshot of where you are on the Impact value journey.
- Benefit from several new and enhanced Accelerators.
- Monitor platform health and gain direct, expedited technical support with enhanced admin tools, such as Instance Observer and Developer Support.
See Impact for more information.
Impact is available by subscription. For details, see the "Activation information" section of these release notes.New in the May 2023 release
- Impact Digital Experience
- Benefits & Usage experience:
- Drill into the new Benefits framework, the comprehensive redesign of the Features pages and learn about the capabilities included with your Impact subscription then request and consume them.
- Direct access to Discovery and available features included in your Impact subscription.
- Access the Capabilities map, which displays all of your capabilities. Drill down into each tile for additional curated resources from a variety of sources, such as Now Create, ServiceNow University, and product documentation, etc., to simplify your adoption of ServiceNow capabilities. Engage features from the tile to call to action and open a request case for engagement.
- Engage features from the tile to call to action and open a request case for engagement.
- Setup and manage your Value Blueprint.
- Use the Consumption Report to see program progress related to your business objectives. Select the filters to select fields to display on the report for Accelerators and Usage. View the Instance Observer and Developer Support seats in the Premium Access section that have been assigned.
- Accelerator catalog
- Access the Experts on Demand Menu and view the Description, Catalog in view, search tiles, and also custom sort by name or duration.
Changed in this release
- Value Journey
- Capabilities map and Product adoption roadmap:
- Select a capability tile to see resources curated for you that will help you learn about the capability and how to adopt it faster and easier.
- Use the new Notes section added to the capabilities map and product adoption roadmap to enable a more efficient collaboration around capabilities adoption.
- Platform Health (formerly Tech KPIs)
- See platform health on a single page divided into three categories, Diagnose, Monitor, and Support.
- Diagnose: Powered by HealthScan, has been improved into a single page. Filter by production or sub-production instances, view individual score card scans, and contact your Squad directly from the new contact card.
- Monitor: Powered by Instance Observer and is available to Total and Advanced packages. View daily performance summaries outlining how your instances are doing or dive deeper into platform performance details. See Impact Instance Observer for more information.
- Support: Powered by Now Support and has been improved into a new page to view company cases and trends. The Developer Support tab is only visible to Advanced and Total packages. See Impact Developer Support for more information.
- Impact Developer Support:
- Utilize increased developer support seats to 5 for Advanced, and 10 for Total subscribers.
- Impact Instance Observer
- Explore using the additions to Reporting, such as Performance and Consumption reports.
- Use Instance Observer call to action button to launch the feature.
- Value Blueprint
- Customers can now review Value Blueprint in Impact with an easy-to use interface powered by a recommendation’s engine. Users can select products, set up business objectives and outcomes for each product, and finalize their blueprint. Users can learn about each outcome, related success metrics, and core ServiceNow capabilities to achieve the outcome.
- Key Activities:
- Focus on the upcoming 14 days, what has been completed by your Impact Squad, and drill into each activity.
- Get familiar with Welcome widgets for new Impact users, including contacts to get started and introduction activities.
- Accelerators Consumption
- View the consumption bar to show accelerators in use, how many slots are available for usage, then select to explore the accelerator.
- Foundations Initiatives available on the Initiative list and roadmap
- View initiatives with Enhanced visibility on the calendar, as an initiative owner, then Foundations are hidden from the homepage upon completion.
- Enhanced meeting interface:
- Additional editable fields are available, such as time & location, agenda, and meeting minutes.
- Set a custom recurring meeting cadence and edit recurring meeting details.
- Select an initiative for a new meeting, then add images and meeting tasks with ease during the meeting
- Auto-save timestamped meeting minutes and email them directly from the meeting.
- TuneUp Your Security
- Gain insight on instance security configurations, instance security leading practices, and a demonstration on which security settings may be enabled to further enhance security using the new Security Center.
- Expert Connect
- Use the simplified engagement steps to connect with a ServiceNow subject matter expert on a specific technical how-to question.
- Integration Strategy- Advanced
- Add Advanced package support for the accelerator, which is now available.
Activation information
Request Impact activation from your ServiceNow Customer Support Manager.
Browser requirements
Chrome, Safari, Edge, and Firefox are supported.
February 2023 quarterly Impact release notes - Utah
Impact release notes for the February 2023 release.
2023 Q1 Impact Accelerators release notes
ServiceNow® Impact Accelerators connect you directly to experts through fixed-scope service engagements to provide value exactly where you need it. The Accelerator catalog was updated in the ServiceNow Store 2023 Q1 release.
Impact Accelerators highlights for the Q1 release
- Benefit from several new accelerators including Training Strategy Assessment, ITSM Maturity Assessment, Jumpstart Your CIO Dashboard, and more.
- Access to advisory-only versions of Accelerators for United States Public Sector (USPS) Customers or those who do not agree to the terms and conditions of our Impact Accelerator descriptions are available here.
See Accelerator catalog for more information.
New in the Q1 release
- Training Strategy Assessment
- Receive a training plan for educating and upskilling your ServiceNow users with best practice training recommendations tailored to your needs.
- ITSM Maturity Assessment
- Get an in-depth evaluation of your ITSM implementation against our leading practices, along with targeted recommendations to maximize your value from the product.
- Introduction to CXO Dashboards
- See a demonstration of one of our C-Suite dashboards designed to help your executives make better, faster data driven decisions, as well as receive preliminary guidance and resources to get started.
- Jumpstart Your CIO Dasboard
- See our CIO dashboard (included with C-Suite dashboards) brought to life through an applied demonstration using your own data in a temporary instance. You will also receive targeted guidance and next steps to configure the dasboard for your organization.
- Jumpstart Your Success Dashboard
- Get a head-start on the Success Dashboard with an applied demonstration using your own data in a temporary instance and receive targeted guidance and next steps to configure it for your organization.
- On-Demand Value Report
- Get a review of your organization’s performance against your standard business objectives outside of our standard annual reporting cadence.
- Advisory-only versions of the following Accelerators that DO NOT require additional terms and conditions:
- Jumpstart Your AI Search
- Jumpstart Your AppEngine
- Jumpstart Your Automated Testing
- Jumpstart Your CIO Dashboard
- Jumpstart Your Success Dashboard
- Jumpstart Your Upgrade
- Jumpstart Your Virtual Agent
2023 Q1 Impact Digital Experience release notes
The ServiceNow® Impact Digital Experience is a centralized, interactive portal where you can access your Impact tools and benefits. Impact Digital Experience was enhanced and updated in the ServiceNow Store 2023 Q1 release.
Impact Digital Experience highlights for the Q1 release
The Impact Digital Experience is further enhanced through several admin tools making it easier to manage users, permissions, and more. New features enable users to better review business objectives and outcomes, such as making the most out of your Impact package with Consumption Report, and more.
See Impact Digital Experience for more information.
New in the Q1 release
- Activity Center: Activity Log
- Presents a time line in the Activity Center for customers and squad members detailing how each activity contributes to an organization’s specific initiatives, business objectives, or operational outcomes.
- Consumption Report
- Provides an overview of Impact features usage to customers and Impact squad members based on the Impact Tier, such as advisory sessions, Accelerators, other initiatives, and a listing of users with premium access.
- User Management
- Enables Impact customer admins to easily create, view, and manage users and user permissions. Admins can also manage account access and permissions to ServiceNow University and Now Support.
- Manage Initiative and Accelerator permissions
- Provides a centralized permission menu to manage an account permission records for Accelerators that have additional terms and conditions.
- Product Adoption Roadmap
- Recommends implementation sequence of the customer’s capabilities tailored by the customer's squad, and designed to achieve a customer business objectives.
- Impact Digital Experience for GCC
- Enables the commercial Impact Digital Experience to a GCC instance.
Changed in this release
- Value Management
- View how your implementation of the ServiceNow platform capabilities and Impact squad are driving value for your business objectives.