Impact packages

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Impact packages

    ServiceNow Impact packages offer a range of support tools, self-help resources, human-led engagements, and benefits that vary according to the subscription level purchased. Customers can choose from three subscription packages: Guided, Advanced, and Total. Each package is designed to enhance the customer experience with digital tools, personalized learning, and proactive recommendations to maximize value realization from ServiceNow solutions.

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    Key Features

    • Guided Package: Entry-level offering including a premium digital experience, enhanced technical support, curated content, and a dedicated Customer Success Manager (CSM).
    • Advanced Package: Builds on Guided by adding an Impact Squad team comprising a Customer Success Manager, Customer Success Executive, Platform Architect, and Support Account Manager. Provides end-to-end technical support, tools like Instance Observer, developer support, advisory sessions, personalized content, adoption toolkits, and on-demand training and certifications.
    • Total Package: The most comprehensive solution including a designated expert team with a Customer Success Executive, Platform Architect, Success Program Manager, and Support Account Manager. Offers personalized recommendations, preventative tools, and additional benefits beyond the Advanced package.
    • Accelerator Consumption Limits: Each package allows a different number of concurrent Accelerator consumptions from sub-catalogs: Guided allows 1 at a time, Advanced allows 3 total (one from each sub-catalog concurrently), and Total allows 6 total (two from each sub-catalog concurrently).
    • Add-on Packages: Available to all Impact customers, these provide additional entitlements such as extra Strategy or Architecture Accelerator catalog concurrencies, expanded Customer Success Manager coverage, enhanced support response times, developer support including Instance Observer seats, and quarterly Preventive Care assessments. Each add-on is priced separately per SKU per year.

    Key Outcomes

    • Improved digital engagement with dashboards and journey builders tailored to customer roles and roadmaps.
    • Access to personalized coaching, curated learning content, and proactive insights through a smart recommendation engine.
    • Enhanced technical and advisory support scaled to the customer’s chosen package, enabling better adoption and utilization of ServiceNow capabilities.
    • Flexibility to extend capabilities and support via add-ons to meet evolving business needs.
    • Clear terms and conditions are provided in the ServiceNow Legal Schedules specific to Impact offerings, ensuring transparency in customer agreements.

    ServiceNow Impact packages comprise support tools, self-help resources, human-led engagements, and credits, discounts, and additional benefits made available to you depending on the level of Impact package procured.

    There are three subscription packages for Impact, Guided, Advanced, and Total. Regardless of the package, all Impact customers get:
    • A great digital experience with value realization dashboards and intuitive journey builders.
    • Personalized learning and coaching with curated content and tailored learning aligned to the customer’s roadmap and role.
    • A smart recommendation engine that provides proactive insights, prescriptive alerts, and custom recommendations.

    Descriptions

    If you have purchased an Impact offering, the applicable Impact Package description applies to your purchase. See the Legal Schedules for Impact for additional information at https://www.servicenow.com/legal/servicenow-impact.html.

    Guided
    • Entry-level offerings including the Premium digital experience, enhanced technical support, and curated content.
    • Impact Squad: Customer Success Manager
    Advanced
    • Augments the Guided package with end-to-end technical support with tools like Instance Observer, developer support, advisory sessions, personalized content, and on-demand training and certifications.
    • Impact Squad Team: Customer Success Manager, Customer Success Executive, Platform Architect, and Support Account Manager
    Total
    • The complete solution with a designated expert team, personalized recommendations, preventative tools, and much more.
    • Impact Squad Team: Customer Success Executive, Platform Architect, Success Program Manager, and Support Account Manager

    Accelerator consumption per Impact package

    Depending upon the Impact package that you have purchased, there’s an allotment of how many Accelerators from each sub-catalog that can be consumed consecutively. See Accelerator catalog for additional information on Accelerators and sub-catalogs.

    Package Description Accelerator Consumption
    • Guided
    • Guided - Public Sector
    		 Entry-level offerings including the Premium digital experience, enhanced technical support, Impact Squad Customer Service Manager (CSM), curated content, and training credit. 1 at a time across all sub-catalogs
    • Advanced
    • Advanced - Public Sector
    		 Augments the Guided package with an Impact Squad team, end-to-end technical support, and tools like Instance Observer, developer support, advisory sessions, personalized content, adoption tool kits, and on-demand training and certifications. 3 total (1 of each sub-catalog concurrently at a time)
    • Total
    • Total - Public Sector
    		 Augments the Advanced package as the complete Impact solution with a designated expert team, personalized recommendations, preventative tools, and much more. 6 total (2 of each sub-catalog concurrently at a time)

    Customer agreements and terms

    For customer agreements and terms, refer to the applicable Impact Accelerator description available at  https://www.servicenow.com/legal/servicenow-impact.html.

    Add-on packages

    Add-on packages introduce flexibility for Impact customers and are available in all environments where Impact is available. Add-On packages will be sold to all Impact customers and are priced on a per SKU, per year basis, with each Add-on priced separately with distinct entitlements.

    Table 1. Available Add-on SKUs
    Name Entitlements
    Strategic Value
    • Upgraded Value IDI
    • Two additional Strategy Accelerator Catalog concurrencies
    • Additional CSM coverage
    Platform Governance
    • Upgraded Health IDI
    • Two additional Architecture Accelerator catalog concurrencies
    • Additional CSM coverage
    Managed Support
    • Upgraded P1/P2 level issue initial target response times
    • Additional SAM coverage
    • Five Impact Developer Support Developer Support
    Instance Observer Seats Ten Instance Observer seats, in addition to the procured Impact package
    Preventive Care One Preventive Care assessment per quarter for a single instance.
    Note:
    • IDI = Impact Delivery Instance
    • CSM = Customer Support Manager
    • SAM = Support Account Manager