This blog post is adapted from a recent podcast episode I participated in with my colleague @Kasthuri Nagapp called “ServiceNow Impact: How to accelerate business outcomes and accelerate value”. If you’re interested in listening to the episode, you can find it at the links below, or wherever you listen to podcasts:

Apple: https://podcasts.apple.com/us/podcast/servicenow-impact-how-to-achieve-business-outcomes/id159370033...

Spotify: https://open.spotify.com/episode/3tylTMGQyBW1J0ekXVNoch?si=lQXIZA%5FgTvO0hn0lcXfNtQ

Accelerating time-to-value with ServiceNow Impact

What is ServiceNow Impact?

First things first, what is ServiceNow Impact? Built on the Now Platform, ServiceNow Impact helps you realize value faster across your business with proactive insights, prescriptive guidance, tailored training and recommendations, and premium technical support and tools. It combines artificial intelligence (AI) and human expertise to accelerate your time-to-value. In other words, it’s the exact opposite of a one-size-fits-all approach for your digital transformation journey.

Expertise for every stage of the journey

One of the key elements that drives the success of Impact is the squad assigned to work with you at every step. Each member of the squad brings unique expertise and focuses on a specific area to help you realize value sooner. Your team consists of:

• Customer success manager (CSM): Your CSM is your connection to the product, technical, and process experts you need to help your organization prepare and plan for success with ServiceNow.
• Success architect (SA): The SA is your expert guide in helping you identify your specific success metrics and desired outcomes and works with you to draft a value blueprint.
• Platform architect (PA): Your PA monitors your platform health and provides personalized recommendations and best practice suggestions to help you get the most from ServiceNow.
• Support account manager (SAM): Your SAM is your product support guru who can help you escalate support issues that need additional attention.

An industry-leading toolset

Impact includes other components designed to keep you on the right course to reach your goals, and your Impact Squad will work with you to use them in the most effective way. They include:

• Impact Digital Experience: This personalized one-stop-shop offers role-based access to value realization dashboards, peer and industry benchmarks, and more—with AI-driven recommendations to accelerate your time-to-value.
• Product strategy sessions: Get early access to ServiceNow product roadmaps so you can better align solutions with strategy, and access personalized training and coaching to build your Now Platform skills.
• Accelerators: Accelerators are human-led, fixed-scope engagements that provide customized guidance in areas such as leading practices, product adoption, and keeping your ServiceNow instance current and healthy.

Navigating the roadmap to value

If you want to reach a destination, you need a plan for getting there. That’s why your Impact Squad works with you to create a roadmap that aligns ServiceNow capabilities with your specific goals and the value you want to achieve. You’ll collaborate with your platform architect to assess your current capabilities and understand how they align with your priorities and challenges. You’ll also engage in workshop sessions to develop a Success Readiness Assessment to zero in on the outcomes you want to realize. With specific milestones to mark your progress, you’ll have a workable plan that’s ready for execution.

Some of the best practices and capabilities that will help you on your journey include:

• Guidance on setting up the Technical Governance board,
• Assistance in preparing your Architecture Blueprint and instance strategy
• The use of Healthscan for an objective assessment of your ServiceNow instance’s current posture in the areas of security, upgradability, maintainability, performance, and usability
• Design reviews from your platform architect, with recommendations for the successful implementation of new capabilities

Quantifying the value of ServiceNow

You can’t improve what you don’t measure. That’s why your Impact Squad helps you define metrics and continually monitor them. Within the Impact Digital Experience, you’ll be able to track KPIs for business value and platform health and performance. You’ll also see how your performance stacks up against industry benchmarks in specific areas.

ServiceNow also offers multiple pre-built dashboards and Performance Analytics Content Packs. And a Success Dashboard and CXO dashboard are available as ServiceNow Store apps. These ready-to-use solutions are built with predefined industry KPIs that provide an objective assessment of your ongoing digital transformation journey.

When it comes to realizing value from ServiceNow, you’re not alone. Your Impact Squad has the knowledge, experience, and expertise to make your journey to digital transformation a lot smoother. You can find out more here.