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, curated content, and training credit.
  • 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, Success Architect, 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: Success Architect, 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-category 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-categories
  • 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-category 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-category 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 SKUs

Add-on SKUs introduce flexibility for Impact customers and are available in all environments where Impact is available. Add-On SKUs 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
NameEntitlements
Strategic Value
  • Upgraded Value IDE
  • Two additional Strategy Accelerator Catalog concurrencies
  • Additional CSM coverage
Platform Governance
  • Upgraded Health IDE
  • Two additional Architecture Accelerator catalog concurrencies
  • Additional CSM coverage
Managed Support
  • Upgraded P1/P2 level issue initial target response times
  • Additional SAM coverage
  • Five Developer Support seats
Instance Observer Seats Ten Instance Observer seats
Note:
  • IDE = Impact Digital Experience
  • CSM = Customer Support Manager
  • SAM = Support Account Manager