The ServiceNow® Impact is a 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 November, 2024 release.

Impact highlights for the November, 2024 release

Jumpstart your understanding and assessment of ServiceNow platform capabilities with new Accelerators that provide a demonstration of the possibilities and capabilities with instance features and maximize value exactly where you need it.

See Impact for more information.

New in the November, 2024 release

Initiatives & Accelerators

• Jumpstart Your Now Assist for Creator and version
• Jumpstart Your Now Assist for IT Service Management (ITSM) and version
• Jumpstart Your Service Mapping and version
• Jumpstart Your Database Management
• Jumpstart Your CSM Configurable Workspace
• TuneUp Your Employee Center
• Introduction to Instance Readiness Assessment
• CoEI Influencing Funding Strategy
• UX: Catalog Request Experience Review
• Generative AI - Virtual Agent Conversational Catalog
• Value Potential

Changed in this release

Accelerator catalog

• Updates to the Accelerator
• The UX (User Experience) Design: Employee Center Accelerator name is changed to UX: Design for Employee Center
• The User Experience Review: Employee Center Accelerator name is changed to UX: Portal Experience Review

HealthScan definitions updates: November release

Some definitions have been deprecated or enhanced to improve performance, reduce false positives, and meet the latest coding practices.

The 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 Xanadu release.

Impact highlights for the Xanadu release

• Jumpstart your understanding and assessment of ServiceNow platform capabilities with new Accelerators that provide a demonstration of the possibilities and capabilities with instance features and maximize value exactly where you need it.
• View monthly and quarterly trends and curated recommendations for auto-generated outcomes with the updated Objectives and outcomes, formerly Value Blueprint.

See Impact for more information.

New in the Xanadu release

Initiatives & Accelerators

• Extend Your Employee Center to Pro: Provides prescriptive guidance on extending the Employee Center capabilities to include Pro features.
• Jumpstart Your CSDM: Foundation: Provides an overview and breakdown of the CSDM with a focus on Foundation data.
• Jumpstart Your Document Intelligence: Provides a demonstration of the possibilities and capabilities of Document Intelligence.
• Jumpstart Your Employee Center: Includes a demonstration of the possibilities and capabilities available with the ServiceNow Employee Center portal in your instance.
• Jumpstart Your Event Management: Provides a demonstration of the possibilities and capabilities of Event Management.
• Jumpstart Your Issue Auto Resolution: Provides a demonstration of the possibilities and capabilities of Issue Auto Resolution within your ServiceNow platform.
• Jumpstart Your Process Mining: Provides a demonstration of the possibilities and capabilities of Process Mining.
• UX: Taxonomy Review and Design: Optimizes content structure and navigation in your portal, with a focus on Knowledge and Catalog to improve usability and help users easily find the correct information.
• Common Service Data Model (CSDM) Assessment - Business Services (Run) - Advanced: Provides an assessment and guidance for CSDM Run maturity, including Business Services, Business Service Offerings, Request Catalog Items, and (Business) Service Portfolio.
• Common Service Data Model (CSDM) Assessment Technical Services (Walk) - Advanced: Provides an assessment and guidance for CSDM Walk maturity, including Technical Services and Technical Service Offerings.
• ServiceNow Protected Platform - Australia (SPP-AU) versions of Accelerators are available, where applicable. The Accelerator catalog is updated with this information.

HealthScan

• Consent for the self-service capability that automates monthly Health Assessment scans and reports to provide details that can help you to improve the health of your ServiceNow platform implementation.
• Consume HealthScan service environment script outputs in a clear format for Self-hosted NSG Air-gapped customers.
• Access HealthScan commercial features as a GCC or NSC customer.

Value Journey

• Use the auto generated objectives and outcomes to save time and effort in the Impact Value Journey.
• View monthly or quarterly trends and curated recommendations for generated outcomes. See Trends, Benchmarks, and recommendations related to the outcome.
• Trends and Benchmarks will be available for outcomes with data.
• Use the Data Collection App, available from the ServiceNow® Store, to transfer data automatically into your Impact portal.

Impact Instance Observer

• Detect additional anomalies for 16 metrics with Release 18.
• Configure self-serve alerts for Garbage Collection using Host Health.

Changed in this release

The following Accelerators have minor updates to the descriptions:

• The Center of Excellence & Innovation Design (CoEI) Accelerators
• TuneUp Your Hardware Asset Management
• TuneUp Your Software Asset Management
• UX: Design for Employee Center
• UX: Portal Experience Review
• Jumpstart Your Strategic Portfolio Management – Planning Workspace

Objectives and outcomes

Value Blueprint is renamed to Objectives and outcomes.​

HealthScan definitions updates: August release

Some definitions have been deprecated or enhanced to improve performance, reduce false positives, and meet the latest coding practices.

Removed in this release

• Training Strategy Assessment
• Adoption Accelerator
• CertificationExam Preparation Accelerator

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.
• Activity Center 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.
  • Instance Observer Notifications: 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

• Initiatives catalog:
  • Access to Expertise: A streamlined intake form that gives you access to the right ServiceNow subject matter experts.
  • Get started with Developer Support: Engage an education session on Developer Support and identify named contacts who are able to request Developer Support cases during the onboarding period as a new customer​​.
• Accelerator catalog:
  • Access to Experts: Connects Impact customers to ServiceNow subject matter experts via personalized virtual coaching sessions, when assigned by the Impact squad.
  • Artificial Intelligence Readiness Assessment: Provides an assessment and guidance related to your readiness to start adopting ServiceNow AI capabilities.
  • Center of Excellence and Innovation Maturity Assessment Accelerator: Provides insight into your current  ServiceNow   CoEI maturity level and targeted recommendations based on the current maturity level.
  • Common Service Data Model (CSDM) Assessment-Application Services (Crawl) - Advanced: Provides an assessment and guidance for CSDM crawl-level maturity, including Application Services and Business Applications
  • Integrated Risk Management Maturity Assessment: Provides guidance on maximizing the resources available with IRM.
  • Jumpstart Your Migration of Platform Analytics: Provides a demonstration of how to successfully prepare and migrate your Platform Analytics content
  • Software Asset Management Maturity Assessment: Provides guidance on maximizing the resources available with SAM.
  • TuneUp Your Hardware Asset Management: Provides guidance on maintaining and governing Hardware Asset Management health to optimize value
  • TuneUp Your Software Asset Management: Provides guidance on maintaining and governing Software Asset Management health to optimize value
  • UX: Design for Employee Center: Educates customers on the fundamental UX considerations and assists in developing a plan to implement Employee Center with a user-centric design
  • UX: Portal Experience Review: Provides insight into your ServiceNow platform adoption of Employee Center with a focus on user experience
• Training Insights: Visit the consumption report widget to see upcoming expiration details for Learning Credits expiring within 90 days.​

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.

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 Xanadu release.

Impact highlights for the Xanadu release

• Utilize new Accelerators, fixed scope offerings that connect you directly with experts behind each option to quickly provide value exactly where you need it.
• Hierarchical filtering with account and business objective can group users with premium access accounts, as well as show the time period for Value Reporting on a Multi-Account Report
• Utilize add-ons for Operational Health, Instance Observer seats, Strategic Value, and Premium Support.
• SKU enhancements for both Guided and Advanced packages for version 2.0

See Impact for more information.

New in the Xanadu release

Initiatives & Accelerators

• Data Management Review: Promote optimal performance and efficiency in your database footprint with a review of your database capacity utilization, led by your Support Account Manager.
• Preventive Care: Diagnose instance and database performance quarterly with the premium, engineer-led initiative for subscribed, Impact Total customers.
• Multi-account access: Utilize Impact access for multiple accounts.
• ServiceBridge for Platform Health (Total Customer)

Impact Digital Experience

• Value JourneyImpact Value Management - New - Value-at-a-click - Value Blueprint (GUIDED FOCUS) Impact Value Management - New - Value-at-a-click - Outcomes Performance(GUIDED FOCUS)

Value Journey

• Value blueprint, Outcomes performance, and Business value: Enabled for two additional products, Integrated Risk Management (IRM) and Business Continuity Management (BCM).
• Data Collection App: Features additions for Customer Support Managers (CSM) and Support Account Managers (SAM) and updates to ITSM, ITOM, and HR for value metrics. Download the app from the Innovations Lab store in the March, Washington DC release for the app store.

Activity Center All Recommendations

• Receive recommendations for low-usage Impact features to maximize the benefits of your subscription.
• Utilize content recommendations to view popular content among similar users and provide feedback on the recommended content.

Capabilities maps

• Capabilities maps redesign:
  • Use the new intuitive, easy-to-navigate interface.
  • Your capabilities maps are automatically available upon your first login to Impact.
• Capabilities maps self-service: Conveniently update and manage your capabilities maps in a self-service mode. The updated functionality is available for users with Platform Owner and Impact Admin roles.

Impact User Management

Use the new Architecture alignment for User management.

Impact Instance Observer

• Utilize the following enhancements for Instance Observer:
  • User Email Synchronization from within Impact to Instance Observer
  • Database Growth Summary
  • User Experience Monitoring
  • Key alerts activation and notification: Quickly set up proactive alerts for your instances about six critical metrics.

HealthScan

Use Performance Charts filtering on Peer and Trend Charts

Accelerator catalog

• Project Portfolio Management Maturity Assessment Accelerator: Gain insight into the maturity of PPM adoption and receive expert assistance to maximize value from PPM capabilities.
• Customer Service Management Product Maturity Assessment Accelerator: Gain insight into the maturity of CSM adoption and value with your ServiceNow platform.
• Jumpstart Your Strategic Portfolio Management – Planning Workspace Accelerator: Experience a demonstration of the possibilities and capabilities available with the Strategic Portfolio Management (SPM) – Planning Workspace in your instance.
• Jumpstart Your Platform Analytics Accelerator: Experience the demonstration about the possibilities and capabilities of Platform Analytics.
• TuneUp Your Platform Analytics Accelerator: Optimize value with guidance on maintaining and governing Platform Analytics health.
• Jumpstart Your CMDB Accelerator: Understand Configuration Management Database (CMDB) with a demonstration of the possibilities and capabilities of CMDB.

Changed in this release

Accelerator catalog

• Architecture Blueprint – Advanced Accelerator: Gain guidance and insights to develop your Architecture Blueprint artifacts for Impact Advanced customers.
• Architecture Blueprint – Total Accelerator: Gain guidance and insights to develop your Architecture Blueprint artifacts for Impact Total customers.
• Accelerator: Create a training plan for user adoption and upskilling.

Impact Digital Experience

• Enhancements include:
  • Zero-state improvements for in outcome performance and business value.
  • Normalizable metrics indicator in the value blueprint.
  • Guidance on next steps for squads on outcomes deselection.

Value Journey

Enhanced Data Collection toolkit: This toolkit has been compiled from the Value Blueprint, Quarterly Performance Review, and Value Report toolkits into one comprehensive configuration and reporting toolkit.

Impact Developer Support

Use the enhanced routing and flagging functionality for clearer assignment methodology to track open and closed Developer Support cases.

Activation information

Preventive Care is available with activation. Contact your Impact Customer Support Manager for additional information.