Impact

  • Release version: Yokohama
  • Updated February 24, 2025
  • 3 minutes to read
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    Summary of ServiceNow Impact

    ServiceNow Impact is a value acceleration solution built on the ServiceNow AI Platform that helps customers maximize the potential of their ServiceNow instance. It delivers personalized, role-based guidance and recommendations through a digital interface combined with expert support. Impact enables customers to track progress against business outcomes, access relevant content, and make data-driven decisions to optimize their digital transformation journey.

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    Key Features

    • Personalized Value Guidance: Tailored recommendations and AI-powered insights help customers focus on the most relevant improvements and opportunities for their organization and role.
    • Impact Squad Collaboration: Dedicated experts provide on-demand support to help customers achieve their business goals.
    • Performance and Health Monitoring: Tools like the Impact Instance Observer provide near real-time monitoring and historical insights into platform health and performance.
    • Proactive Controls and Alerts: Preventative measures and AI-driven alerts help maintain platform health and optimize digital value realization.
    • Impact Delivery Instance and Store Application: Customers use an interactive portal (formerly Impact Digital Experience) and a centralized application installed on their instance to access Impact tools and data.
    • Initiatives and Accelerators: Applied demonstrations, coaching, and best practices speed up adoption and usage of platform capabilities.
    • Developer Support: Advanced troubleshooting support for platform customizations is available for higher-tier packages.

    Key Outcomes

    • Accelerated realization of value from your ServiceNow investment through software and human-led programs.
    • Improved decision-making based on business and technical KPIs that help prioritize product capabilities and measure success.
    • Enhanced platform health and risk mitigation through proactive monitoring and AI-enabled recommendations.
    • Greater collaboration and expert guidance tailored to your organization’s unique goals and role-specific needs.
    • Streamlined digital transformation with data-driven insights and personalized coaching to increase adoption and optimize usage.

    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. Receive tailored recommendations and guidance from our dedicated teams and experts on demand.

    Impact overview

    ServiceNow Impact is a comprehensive value acceleration solution that provides relevant and immediate access content where you can track progress against your outcomes, share insights and industry benchmark comparisons, and make data-driven decisions to optimize your digital transformation journey.

    Tailored to your organization and role, Impact delivers personalized value guidance where you get relevant and immediate access to the right content, at the right time, in a visually compelling digital experience.

    Included at varying, incremental package levels, Impact leverages the breath of machine learning automation and analytic capabilities to help you realize value faster with preventative controls, proactive recommendations, and AI–enabled suggestions and alerts for platform health and optimization. See Impact packages for details on features included for each package.

    Impact helps you realize impact faster across your business with proactive insights, prescriptive guidance, tailored training and recommendations, and premium technical support and tools. Maximize and accelerate the return on your ServiceNow investment through our software and human-led programs.

    As your hub for all things, with Impact you can:
    • Collaborate with your Impact Squad, a set of experts here to help you with achieving your business goals.
    • Build and manage your personalized value journey with ServiceNow.​
    • Make better decisions throughout your ServiceNow journey with AI-powered tools and real-world personalized expert recommendations.
    • Check that you're on the right track for success with our Business and Tech KPI metrics to understand and prioritize your product capabilities.
    • Take command of your platform health and stay proactive with preventative measures and safeguards that protect and guide your digital value realizations.

    Impact options

    • Impact Delivery Instance (formerly Impact Digital Experience): The central Impact portal, formerly the Impact Digital Experience (IDE). Your Impact squad interactive space and is the provider for data synced with the customer instance, the ServiceNow Impact Store Application.
    • Impact Store Application: The customer instance where the Impact Store Application is installed and is accessed in addition to the Impact Delivery Instance portal.

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