At the end of the year, or your alternative reporting period, your Impact squad performs a Value Realization Assessment and capture the data in a Value Report.

At this point, the squad reviews your performance for the year and compares the data points against your pre-implementation state to determine the overall value realized for the year. Performance is also measured against the incremental improvement targets that were set during the Value Blueprint activity to determine the incremental value realized during the year.

  • 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 is delivered from the Impact squad with 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.

Note: The Data Collection Store Application is available at the ServiceNow® Store.
Table 1. Value report descriptions and timelines
Business value reportDescriptionCadence
Current state baseline
  • As part of the value blueprint, 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 the trend against the target that was set as part of the value blueprint.
 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.