Impact packages
ServiceNow® Impact is available in core packages, Guided and Total, with optional add-on packages to extend your entitlements.
Impact core packages
Impact includes Platform Health, Instance Observer, Value Management, Product Adoption, and access to the Accelerator & Initiative catalog.
| Package | What you get |
|---|---|
| Guided | The Impact App, 24/7 support, limited concurrence Accelerator catalog access, and guidance from a Customer Success Manager |
| Total | Everything in Impact Guided, enhanced response times for Priority 1 and Priority 2 tickets, Developer Support, expanded access to the Accelerator catalog, and a dedicated Impact Squad |
Integrated Success
An Integrated Success package is available that includes all Impact entitlements related to the Impact Total package with the addition of implementation services engagements.
Experts included in your implementation services engagements vary based on your specific agreement. The Implementation Service is initiated through the Free Form initiative in Impact. See Request Accelerators and Initiatives for information.
Entitlements
The entitlements available for Impact features, Accelerator catalog concurrency, Squad, Support, and Add-ons vary between the Impact packages.
Impact Squad
Impact Squad is a team of dedicated professionals who help you manage your Impact platform based on your Impact package entitlement.
| Squad members | Package entitlement |
|---|---|
| Customer Success Manager, Customer Success Executive, Platform Architect, Support Account Manager | Total |
| Customer Success Manager | Guided |
Note: See Work with experts for details for each Impact Squad member.
Platform Health capability per package
The Impact packages include certain threshold availability for Platform Health. The following table lists the differences in capabilities per package:
| Capability | Guided | Total |
|---|---|---|
| Scan Engine active custom definitions | Up to 10 | Unlimited |
| Scan Engine proposed fix | Not included | Included |
| Instance Observer seats | 5 | 10 |
| Instance Observer data look back period | 45 days | 6 months |
| Instance Observer alerts | 6 alert types | 40 alert types |
| Instance Observer analytics | Not Included | Included |
Note: Check your entitlements to determine whether you have access to Now Assist features in the Impact Store Application.
Accelerator concurrency
Accelerators are scoped engagements with a ServiceNow expert available in various Accelerator sub-catalogs, Technical, Strategy, Architecture, and Optimization. The sub-catalogs available and the number of Accelerators you can run concurrently vary by Impact package. See Accelerators and Initiatives for details.
| Entitlement | Guided | Total |
|---|---|---|
| Catalog access | - Technical - Strategy \(Partial\) - Architecture \(Partial\) | - Technical - Strategy - Architecture - Optimization |
| Concurrency | 1 per sub-catalog | - 2 per sub-catalog \(Technical, Strategy, Architecture\) - 1 per sub-catalog \(Optimization\) |
Support
All Impact packages include 24/7 support for Priority 1 (P1) and Priority 2 (P2) issues. The following table displays the differences in initial target response times and Developer Support.
| Response category | Guided | Total |
|---|---|---|
| P1 initial target response | 30 minutes | 15 minutes |
| P2 initial target response | 120 minutes | 60 minutes |
| Developer Support | Not included | Included (10 seats) |
Note: See Impact Developer Support for details.
Add-on SKUs for the Impact Guided package
| Add-on package | What you get |
|---|---|
| Strategic Value | - Expanded Strategy Accelerator sub-catalog access - +2 Strategy Accelerator concurrencies |
| Platform Governance | - Expanded Architecture Accelerator sub-catalog access - +2 Architecture Accelerator concurrencies |
| Managed Support | - Upgrade P1 and P2 initial target response times - Additional SAM coverage for 1 instance - Developer Support \(5 seats\) |
| Preventive Care | Bi-annual performance assessments from an account escalation engineer, who reviews your instance performance data, makes improvement recommendations, and implements them for you. |
| Platform Optimization | - Access to the Optimization Accelerator sub-catalog - +1 Optimization Accelerator concurrency |
| Platform Health | - Unlimited active custom definitions for Scan Engine - Proposed Fix |
| Instance Observer Features | - 6 month data look back - 40 alert types - Instance Observer analytics |
| Instance Observer Seats | +10 |
Add-on SKUs for the Impact Total package
| Add-On Package | What you get |
|---|---|
| Strategic Value | +2 Strategy Accelerator concurrencies |
| Platform Governance | +2 Architecture Accelerator concurrencies |
| Managed Support | - Additional SAM coverage for 1 instance - Developer Support \(5 seats\) |
| Preventive Care | Bi-annual performance assessments from an account escalation engineer, who reviews your instance performance data, and provides improvement recommendations. |
| Platform Optimization | +1 Optimization Accelerator concurrency |
| Instance Observer Seats | +10 |
Offered pursuant to the applicable ServiceNow Impact Package and Accelerator descriptions available at https://www.servicenow.com/legal/servicenow-impact.html.
Related topics