Impact store app value management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read

    • The value management constitutes a continuous loop of the end-to-end process of managing the value lifecycle, inclusive of envisioning value, creating value, ongoing management, optimization, and validation of value realized with the Impact store app.

    Objectives and outcomes

    The value management lifecycle starts with the creation of the Objectives and outcomes, which captures your business objectives, which are high-level goals tied to measurable outcomes that help illustrate value over time. Understand and measure the value you receive from the ServiceNow products in the same instance where your applications live. By default, this cycle is executed on a yearly basis, although deviations of this time frame are possible by exception.
    • Decide which business objectives you want to focus on and track your progress.
    • See which outcomes, success metrics,and capabilities will best support your vision.
    • Tell your transformation story with operational performance and business value reports.
    • Measure a selected business objective under the same product across multiple ServiceNow instances. Use the Instance option on the Objectives and Outcomes, and Outcomes Insights to filter business objectives and outcomes by the ServiceNow instance.

    Outcomes Insights

    Performance recap includes a table displaying various success metrics.

    Trends can easily be filtered and viewed to track objectives and outcomes.
    • Incremental value: The value of the improvements realized during the year after implementing the ServiceNow platform.
    • Overall value: The overall, comprehensive value that the ServiceNow platform has brought to your organization during the year.

    A Data Collection Toolkit in Impact Store App is a detailed overview of the Report configuration options and potential implementation recommendations for collecting the data required for your value blueprint, outcome performance report, and value reports that are part of the Impact program. See Data Collection Toolkit for additional information on how to use the toolkit to simplify and optimize the value metrics data collection process using Performance Analytics (PA).

    The Data Collection Apps are available on the ServiceNow Impact Store Application. These apps are accessible directly on a your instance as part of the Impact package, eliminating the need for separate downloads from the store or individual content packs. By leveraging predefined data definitions within Performance Analytics (PA), customers can automatically collect essential data for Value Metrics. This streamlined approach enhances the accuracy and efficiency of data collection for value measurement, providing a seamless experience and improving both customer satisfaction and product evaluation in the Value management within Impact.

    Value Reports

    Your Impact squad performs a Value Realization Assessment and captures the data in a Value Report. The Value report evaluates the impact of improvements in key success metrics over time and translates them into operational and monetary value. These metrics align with the target objectives and outcomes you have been working toward. View a report created by your delivery team for the same product implemented across multiple ServiceNow instances. Note that this is only available to total and advanced customers, or guided customers subscribed to the accelerator for value reports.

    Table 1. Value report descriptions and timelines
    Business value report Description Cadence
    Current state baseline
    • As part of the Objectives and outcomes, an improvement target value is set for the year, for example to reduce cases by 10%.
    • A baseline and a target reference point is set. The baseline is generally the current state and the target would be checked in one year.
    		 Annually
    Historical baseline
    • As part of the value realization assessment, the success squad delivers a value report to highlight the value you’ve realized compared to if you had not moved to the ServiceNow platform.
    • If possible, 12 months of historical data points from your legacy system should be evaluated before decommissioning.
    		 Annually
    Quarterly actuals
    • As part of the Quarterly Impact Review, the success squad performs a quarterly performance review.
    • The results achieved for your success metrics in the last quarter are compared against how they trend towards the target that was set as part of the Objectives and Outcomes.
    		 Quarterly
    Value reporting actuals
    • A value realization assessment is performed to create a value report to determine the total value realized.
    • The squad compares the results of the reporting period with the historical baseline.
    • It is recommended to run the data collection for each of the success metrics separately on a yearly basis instead of simply taking the total numbers that were supplied on a quarterly basis.
    		 Annually
    Note:
    To calculate overall value realization within the value report depends on the ability to provide pre-implementation data points, or alternatively, historical ServiceNow data points.