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  • Impact -- ServiceNow Impact is built on the ServiceNow AI Platform and combines customized service with a digital interface to help you realize the full potential of your instance. Receive tailored recommendations and guidance from dedicated teams and experts on demand.
    • Exploring Impact -- ServiceNow Impact is a premium customer success product that combines AI-powered software tools with hands-on expertise that helps your organizations maximize the value of your ServiceNow investment.
      • Get started with Impact -- A curated bundle of activities that help new Impact users begin their ServiceNow Impact journey and establish a foundation for achieving business objectives.
      • Work with experts -- Your Impact Squad is a team of on-demand experts who work with you to take on your team's unique transformation challenges.
      • Impact packages -- ServiceNow Impact is available in core packages, Guided and Total, with optional add-on packages to extend your entitlements.
      • Monitor and manage instance health -- The Scan Engine is the diagnostic engine behind Impact Platform Health. It continuously evaluates your ServiceNow instance against leading practice definitions so you can find, prioritize, and resolve issues before they affect your users.
    • Configuring Impact -- The tasks are outlined to install and set up the Impact Store Application.
    • Using Impact -- Using Impact available directly through your ServiceNow instance and the Impact Delivery Instance offers a similar experience, but the user interface may vary.
      • Navigate Impact -- Use Impact to obtain new and updated features quickly. Leverage the home page for a personalized value guidance to get relevant and immediate access to the right content, at the right time.
      • Use the recommendations list -- Use the recommendations full list to view the recommendations tailored for you. You can either accept or reject a recommendation based on your interest by selecting View Details.
      • Manage work items from recommendations -- View the details for a recommendation and manage the work items created using the SPM and Collaborative Work Management (CWM) recommendation.
      • Platform Health -- Use Impact Platform Health to track Tech Key Performance Indicators (KPIs) for ServiceNow technical leading practices, receive recommendations for improvement, and help you monitor your instance health.
        • Scan your instance -- Run an initial full instance scan to set a baseline to tune the instance environment to complete future scans quickly and efficiently.
          • Full and delta scans -- The full and delta instance scan feature with Impact Platform Health Scan Engine enables ServiceNow administrators and developers to initiate, monitor, and manage instance health.
          • On-demand scans -- On-demand scans run outside of the already regularly scheduled instance scans.
          • Initiate and monitor scans -- Initiate scans, monitor scan status, and manage scan execution using the Initiate Scan and Force Full Scan buttons.
            • Initiate application scans -- Scan applications to identify definition findings before publishing to the application repository. Application scans give insight into health scores, the number of findings, and the total impact of findings within your custom applications. When Suite Scan is enabled, choose between scanning all active definitions or a curated suite.
            • Initiate update set scans -- Scan open update sets for findings to gain insights into what you're importing and exporting across your environments. When Suite Scan is enabled, choose between scanning all active definitions or a curated suite.
            • Initiate instance scans -- You can scan your ServiceNow instance for findings.
            • Initiate limited definition scans -- You can scan individual definitions or suites of definitions on-demand.
          • Scan Engine Headless REST API -- The Scan Engine API gives you a way to trigger scans programmatically, retrieve findings in real-time, and integrate scan automation into your business processes. Rather than running scans from the user interface, call REST endpoints from Continuous Integration/Continuous Deployment (CI/CD) pipelines, scheduled jobs, or custom workflows.
            • Trigger a scan via API -- You can start a Scan Engine scan by sending a POST request to the scan endpoint. The API returns a unique scan result ID that you use to check progress and retrieve findings.
            • Check scan status and retrieve findings -- After triggering a scan, poll the status endpoint to monitor progress and retrieve findings when the scan completes.
            • Automate scans in CI/CD pipelines and scheduled workflows -- Use the Scan Engine API to automate scans in Continuous Integration/Continuous Deployment (CI/CD) pipelines and scheduled jobs, enabling you to block risky changes or monitor instance health programmatically.
          • Scan blocking and override behavior scenarios -- The Scan Engine blocks concurrent scans to protect instance performance. Understanding these rules helps you plan scan execution efficiently, handle concurrent scan requests, and determine when Force Full Scan override is necessary.
        • Prevent and resolve technical debt with AI -- Use the Scan Engine and ServiceNow Otto AI agent to prevent technical debt as you code or remediate existing findings from completed scans.
        • Prevent technical debt with real-time code fixes -- As you write and save code, the Scan Engine detects violations in real-time and displays findings inline. You can then generate an AI-suggested fix before committing your changes.
          • Exception handling in Scan Engine -- Exception handling enables developers and administrators to manage findings that are out of scope, pre-existing, or acceptable risks. The Scan Engine exception model supports enterprise approval workflows, predictable lifecycle behavior, and reliable governance across all finding levels.
          • Submit exceptions for Scan Engine findings -- Developers can submit exception requests for Suggest, Review, Recommend, and Act level findings if they determine the finding should not be considered an issue to deter development. The availability of each finding level depends on the exception reason scope configured by your system administrator.
          • Approve or reject exception requests for Scan Engine findings -- Exception approvers can review exception requests submitted by developers and approve or reject them. Approved exceptions exclude findings from technical debt calculations and unblock form submission.
          • Create user stories and tasks for Scan Engine -- Generate user stories from open or resolved findings to help resolve technical debt.
        • Track Platform Health trends -- Analytics Dashboards provide a graphical way to view detailed information relating to findings, both pending and resolved, with the Scan Engine. The dashboards are role-based, allowing for persona-based views of information. They display  key metrics,  charts, and  trend analysis.
          • Accessing Analytics Dashboards -- Access the Analytics Dashboards to view detailed information relating to Scan Engine findings, both pending and resolved.
          • Executive dashboard -- The Executive dashboard includes trend charts and the following overview modules.
          • Platform Owner dashboard -- The Platform Owner dashboard includes trend charts and the following overview modules.
          • Team Lead dashboard -- The Team Lead dashboard includes trend charts and the following overview modules.
          • Developer dashboard -- The Developer dashboard includes trend charts and the following overview modules.
        • Debug instance customizations with Developer Support -- Developer Support is an offering to Advanced and Total Impact packages, and Guided customers who purchase managed support, that provides administrators and authorized users access to a ServiceNow Support Engineer who can assist in troubleshooting technical issues around existing platform customizations.
          • Using Developer Support -- Learn more about using Developer Support and helpful information when submitting a developer request with Impact.
          • Create a Developer Support case -- Enter a support case to engage Developer Support assistance, if you are a named contact on the Impact plan.
          • Manage Developer Support user access -- Add designated users to enter a support case for Developer Support. The named contacts are responsible for entering details about a specific issue.
        • Monitor instance performance -- Instance Observer (IO) is an observability and performance monitoring tool that empowers you to track your instance health and performance in near real time, while also providing historical insights.
          • User configurable dashboard -- The All Instances Summary Dashboard is the home page that provides a snapshot of the overall health of your instances. You can create your own dashboard according to your preferences for metrics that help you to analyze the health of your system in a snapshot.
            • Create a dashboard -- Create a dashboard that serves as a home page to assess the health of your instances at a glance.
            • Performance insights -- The Performance insights widget in the user-configurable dashboard displays the total production instances, their count, and the status of their performance score in a dial component.
          • Real-time Instance health monitoring and analysis -- You can monitor all your instances 24x7 at one place using near real-time metrics and alerts on performance and availability in Instance Observer. Generate various charts of overview Instance Health and Performance Metrics and drill down into specific data points with recommended troubleshooting.​
            • Generate performance charts -- Follow these steps to generate Performance charts using Instance Observer.
            • Anomalies detection in performance metrics -- Instance Observer proactively detects the anomalies for cyclical or non-cyclical metrics under the performance chart for the Impact Total package on production instances. Anomalies represent metrics outliers based on historical patterns. Every anomaly may not represent an issue, but, notifies you and you decide the criticality and configure alerts, accordingly.
              • Configure anomaly alerts -- Configure anomaly alerts based on metrics outliers on historical patterns in Instance Observer.
              • Anomaly detection algorithm -- Instance Observer is performing anomalies detection through the Z-score Statistical model, otherwise referred to as a univariate method.
            • Analyze job details for long pending jobs -- Stay ahead of job delays by identifying and acting on jobs that breach predefined lateness thresholds. The Long Pending Jobs alert card tracks pending jobs by lateness duration, so you can act on the pending jobs before they affect the downstream workflows and miss the SLAs.
          • View instance-level availability -- The Availability section shows instance-level availability on a geographic map and instance level ServiceNow generated alerts (limited alert types) over the last seven days.
            • Cloud availability -- Check specific ServiceNow data center availability, service degradation, or for interruption.
          • Use alerts to monitor your instance -- ServiceNow Instance Observer provides a comprehensive set of alerts designed to monitor platform health, performance, and user experience. These alerts are categorized for easy consumption and actionability.
          • Root cause correlation -- Root Cause Correlation (RCC) finds a root cause by automatically correlating metrics, logs, and event information for supported symptoms on production instances for the last 24 hours.
          • Configure Root cause correlation alerts -- Configure Root Cause Correlation (RCC) alerts to start receiving the Root Cause Analysis (RCA) reports for these alerts.
          • Use the Root cause analysis history -- Check the Root cause analysis (RCA) History page to investigate the issues that caused an alert to trigger or performance to degrade to Critical or Warning.
          • IO analytics -- View comparisons for performance of key metrics over time with the Impact Total package.
            • Compare datasets in Instance Observer -- Instance Observer help you understand the impact of changes, troubleshoot issues, and understand performance patterns over time.
            • Understand query patterns -- Discover and identify performance issues with efficient query patterns to filter records, build dynamic queries, and optimize application performance across tables and modules within the ServiceNow instances.
            • User Experience -- Explore real-time user monitoring to analyze user experience and performance insights in Instance Observer​ telemetry into node, transaction type, URL, and user level breakdowns for Impact Total customers.
              • Manage User Experience -- Explore in-depth transactions for a user or a node for a given period.
              • Use Platform Performance Analyzer to view server details -- Get visibility into the operational metrics of applications and their performance. You can find out the number of applications per instance, the number of pages within each application, page-level response time, user interaction frequency with each application, and page access frequency by users within each application.
              • Track of application response time to monitor performance -- Track the response time of applications to gauge their performance. You can drill down to the transaction ID of each application to learn the slowest and fastest interactions in each instance.
          • Triage an instance for ongoing operations -- Perform a triage on a ServiceNow instance to gather point-in-time telemetry data for troubleshooting using Instance Observer. The triage feature gives a summary of ongoing operations at the time of its execution.
            • Triaged instance data -- You can triage your instance to get instant information on transactions, jobs, nodes utilization, semaphores, schedulers and update sets. Minimal use of this feature is recommended as use of this consumes resources on your instance.
          • Reports -- Reports in Instance Observer offer insights into the health of the instances, tracks database growth, and encryption status. The reports help you to analyze trends, and to schedule, download, and share these reports.
            • Instance performance telemetry reports -- Quickly generate reports to download and share with your business stakeholders, making  organizations faster, smarter, and better in their  instance performance management.
          • Instance monitoring and performance metrics -- Instance Observer (IO) metrics are real-time and historical telemetry data points used to monitor, triage, and troubleshoot ServiceNow instance performance.
            • Anomaly insights -- The reference topic gives additional information for anomaly charts.
            • Feature availability based on package -- The table outlines the access permissions for Performance Analytics features across production and sub production instances.
            • Auriga Intelligent Alert report -- Auriga Intelligent Alert is an advanced multivariate machine learning (ML) model that learns from historical issues on your instance to provide real-time insight. Auriga monitors your performance metrics to deliver notifications of noteworthy events or deviations from anticipated data patterns.
            • Transaction or response metrics -- The metrics provide a performance snapshot of classic UI transactions within the ServiceNow AI Platform.
            • Database performance metrics -- The metrics provide the database performance snapshot within the ServiceNow AI Platform.
            • Semaphores performance metrics -- The metrics provide the key performance indicators calculated at the instance level for the selected duration.
            • Event queues performance metrics -- The metrics provide the event performance snapshot within the ServiceNow AI Platform.
            • ECC Queue performance metrics -- The metrics provide the ECC Queue performance snapshot within the ServiceNow AI Platform.
            • Email performance metrics -- The metrics provide the Email performance snapshot within the ServiceNow AI Platform.
            • Scheduler performance metrics -- The metrics provide the Schedulers performance snapshot within the ServiceNow AI Platform.
            • Job details performance metrics -- The metrics provide the job details performance snapshot within the ServiceNow AI Platform.
            • Node health performance metrics -- The metrics provide the node health performance snapshot within the ServiceNow AI Platform.
            • Host health performance metrics -- The metrics provide the host health performance snapshot within the ServiceNow AI Platform.
            • Standby replication Lag -- A read replica is a copy of the primary DB that reflects changes to the primary in almost real time, in normal circumstances. The lag represents the database server of the instance that is behind in seconds.
            • Pool Replication Lag -- Pool replication lag is the number of seconds that a Standby database or a read replica database lags behind the primary database.
            • Chat details performance metrics -- For the operations team to get the insights of current load across main components of AWA channel infrastructure like queues and agents, and to monitor load during events of chat spikes.
            • Cluster details performance metrics -- The metrics provide the cluster details and Encryption status snapshot within the ServiceNow AI Platform.
            • Load balancer performance metrics -- The metrics provide the load balancer performance snapshot within the ServiceNow AI Platform.
            • User information metrics -- The metrics provide the user information performance snapshot within the ServiceNow AI Platform.
            • Instance Data Replication -- The Instance Data Replication (IDR) copies data updates from one instance, called the producer instance, to one or more other instances called the consumer instances.
          • IO roles installed with Instance Observer -- Several types of components are installed with activation of the Impact plugin, including tables, user roles, and scheduled jobs that are used in Instance Observer.
          • Help -- Access release notes, how to videos, and more from the Instance Observer Help Center page.
      • Product adoption -- View your capabilities, product adoption roadmaps, and subscriptions for your ServiceNow instance.
      • Accelerators and Initiatives -- Initiatives are the actionable engagements and work streams that support your digital transformation. Impact Accelerators are fixed-scope offerings with experts behind each option to provide value exactly where you need it.
        • Request Accelerators and Initiatives -- Depending on the Impact package that you're subscribed to, you can request and consume a designated number of concurrent Impact Accelerators.
        • Accelerator catalog -- This is a complete Impact Accelerator catalog that combines the Architecture, Strategy, Technical, and Optimization sub-catalogs.
          • Latest Accelerators by release -- A list of new Impact Accelerators introduced in each Impact store releases.
          • Architecture Accelerators -- Architecture Accelerators provide a foundational understanding of business outcome maturity with targeted recommendations on what to tackle next to unlock further value from the platform.
          • Optimization Accelerators -- Optimization Accelerators provide standardized user story design documentation and configuration capabilities to accelerate platform and product adoption in customer sub-production environments.
            • Optimization Capability Configuration -- This Accelerator provides support in configuring capabilities and features to enhance platform health and drive ServiceNow product adoption.
            • Optimization Capability Design -- This Accelerator provides support in designing capabilities and features to enhance platform health and drive ServiceNow product adoption.
          • Strategy Accelerators -- Use Strategy Accelerators to go deeper on organizational and governance general guidelines with the ServiceNow platform and upskill your team to maintain business performance and drive success.
            • Adopt AI Governance -- This Accelerator guides customers through the process of establishing and managing an Artificial Intelligence Management System (AIMS).
            • Center of Excellence & Innovation Design -- The Center of Excellence and Innovation Design (CoEI) Accelerator provides guidance on building your ServiceNow CoEI.
            • Center of Excellence and Innovation Maturity Assessment Accelerator -- This Accelerator assesses your current ServiceNow  CoEI processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform
            • Champion Engagement -- The Champion Engagement Accelerators provide insights into champion engagement.
            • Citizen Development Program Design -- Provides prescriptive guidance on enabling Citizen Development for your ServiceNow platform.
            • CoEI Influencing Funding Strategy -- The Center of Excellence & Innovation (CoEI) Funding Strategy Accelerator advises Impact customers on how to identify and develop a strategic CoEI Funding approach.​
            • CSM - Maturity Assessment -- This Accelerator assesses your current Customer Service Management (CSM) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform
            • Develop Partner Strategy -- The Develop Partner Strategy Accelerators provide guidance on finding and evaluating effective partners.
            • HRSD Maturity Assessment -- This Accelerator assesses your current HR Service Delivery (HRSD) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform.
            • Foundations of AI Governance -- Introduces customers to AI governance fundamentals and the ISO/IEC 42001 AIMS framework, providing the knowledge and resources needed to begin their AI governance journey.
            • IRM Maturity Assessment -- This Accelerator assesses your current Integrated Risk Management (IRM) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform.
            • ITOM Maturity Assessment -- This Accelerator assesses your current IT Operations Management (ITOM) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform.
            • ITSM Maturity Assessment -- Assesses your current IT Service Management (ITSM) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform.
            • Knowledge Management Maturity Assessment -- This accelerator assesses your current Knowledge Management processes and functional maturity within ServiceNow.
            • LSD Maturity Assessment -- This Accelerator assesses your current Legal Service Delivery (LSD) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform
            • OCM: Preparing for Change -- This Accelerator provides Impact customers with structured coaching and proven frameworks to build change readiness and ensure successful user adoption ahead of go-live during ServiceNow transformations.
            • OCM: Managing Change -- This Accelerator provides coaching to assess training needs, build enablement plans, close skill gaps, and activate champion networks — equipping users with the knowledge and ability to adopt ServiceNow.
            • OCM: Reinforcing and Sustaining Change -- This Accelerator provides guided coaching to measure adoption, close post-go-live gaps, sustain behaviors through recognition and feedback loops, and build a long-term sustainment plan for your ServiceNow platform.
            • Portfolio Governance -- Guidance on building a strategic portfolio management process
            • PPM Maturity Assessment -- This Accelerator assesses your current Project Portfolio Management (PPM) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform.
            • ServiceNow Governance -- Guidance on building ServiceNow Governance boards and policies.
              • ServiceNow Governance – On Demand -- Assess your AI governance across six areas, identify and prioritize governance gaps, confirm focus areas, and build a 90-day action plan — all at your own pace.
            • SAM Maturity Assessment -- This Accelerator assesses your current Software Asset Management (SAM) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform.
            • Staffing and Roles Review -- This accelerator provides guidance on effective role alignment for staffing and informs hiring, partnering, and outsourcing needs in support of their ServiceNow strategy.
              • Staffing and Roles Review-On Demand -- This Accelerator provides Impact customers with a guided, self-service experience to assess their ServiceNow platform staffing model, identify capability gaps, and build a prioritized action plan to strengthen their team.
            • Stakeholder Path to Value -- The Stakeholder Path to Value Accelerator helps Impact customers accelerate the value creation through Stakeholder alignment.
            • Strategy Governance -- Guidance on aligning ServiceNow strategic roadmap to business outcomes
            • Success Foundation Review (SFR) -- This accelerator establishes a baseline of your organizational capability across eight dimensions, run at the start of your Impact journey and revisited annually.
            • Vision and Strategy -- Insights into vision and strategy.
          • Technical Accelerators -- Accelerate usage and adoption of specific platform and product capabilities via applied demonstrations, personalized coaching, and general guidelines with Technical Accelerators.
        • Initiatives catalog -- This is a complete catalog of Impact initiatives.
          • Developer Support -- Get Started with Developer Support is an Impact Initiative that facilitates the understanding of the Developer Support offering and identification of named contacts for requesting Developer Support.
          • Preventive Care -- Preventive Care is a premium, engineer-led diagnostic of instance performance executed on a regular cadence and available as an add-on package to all ServiceNow Impact customers.
          • Access to Expertise -- The Access to Expertise Initiative connects Impact customers to ServiceNow subject matter experts via personalized virtual coaching sessions.
      • Consumption Report -- The Consumption Report provides an overview of Impact features and their usage so you can identify underutilized benefits or benefits you have not yet used to make the most of your plan.
      • Impact Conversations -- Help Impact customers and squads to collaborate in the context of outcomes, accelerators, initiatives, platform health and other Impact entities.
      • Work items -- Create a Strategic Portfolio Management (SPM) or Collaborative Work Management (CWM) work item using recommendations and initiatives for faster execution and actionable goals.
        • Manage with recommendations -- Convert an Impact entity to an SPM entity either from the Impact home page or from the Recommendations list. Creating an Impact entity and associating the SPM record details help you to avoid manual intervention in converting the entities from Impact to SPM portals, and thereafter any duplication of entities in the process.
        • Manage from initiatives -- Use the SPM work item record link within the Impact entity to view its details, after Impact entity is successfully converted to an SPM work item.
    • Impact reference -- Reference information for Impact, organized by data synchronization, Scan Engine, Impact Delivery Instance, and general topics.
      • Value Management -- The value management constitutes a continuous loop of the end-to-end process of managing the value lifecycle. It includes envisioning value, creating value, ongoing management, optimization, and validation of value realized with the Impact store app.
        • Objectives and outcomes -- The value management lifecycle begins with Objectives and outcomes which form its foundation.
          • Manage objectives and outcomes -- You can review objectives and outcomes tracking configuration, and access trend data, business context, relevant capabilities, and quarterly performance reviews.
          • Outcome versioning -- Outcome versioning distinguishes between the standard and enhanced sets of outcome definitions in the Impact Value App, helping you track performance consistently and interpret your results accurately.
        • Business KPIs tracking with Outcomes Insights -- The Outcome Insights page provides a cross-product view of all the outcomes you are currently tracking, using standard outcomes.
        • Product value -- View how your ServiceNow investment is performing against the outcomes you are tracking, with full visibility into how values are calculated and the assumptions that drive them.
          • Manage Product value -- Use the product value dashboard to view tracked outcomes for a selected product. Each outcome appears as an individual card that displays the outcome name, a trend indicator, the current performance value, and a trend chart showing performance over time.
          • Configure an estimated data definition -- Configure an estimated data definition by replacing the approximated data definition behind a success metric with one that matches your own business definition.
        • Business ROI tracking with Value Reports -- Value Reports translate ServiceNow outcome performance data into monetized business ROI.
          • Value calculation -- You can use value calculation for measurable business impact and track value using metrics.
        • Outcomes based contextual learning recommendations -- Outcomes based contextual learning recommendations provide data-driven recommendations for your operational outcomes. This includes tailored trainings for your outcome results.
        • Summarize outcomes with ServiceNow Otto -- View a concise summary of your operational outcomes in Impact, including positive or negative outcome trends, adoption of recommended applications, and consumption of related Accelerators.
      • General reference -- General reference information for Impact, including packages, roles, domain separation, and pro-code development.
        • Impact packages -- Impact packages comprise support tools, self-help resources, human-led engagements, discounts, and additional benefits made available to you according to your impact subscription package.
        • Roles installed with Impact -- Impact offers many roles to assign to fit your business needs. When you log in to Impact, you’ll see a personalized view of your objectives, metrics, and recommendations tied directly to your role.
        • Domain Separation in Impact -- Domain separation is unsupported for Impact. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
        • Proactive Code Check -- Developers scan update sets for leading practice violations in non-production instances before promoting to production. Platform Owners gain insight into technical debt and stability of both non-production and production instances, resulting in improved code quality, reduced errors, and compliance verification.
          • Use Proactive Code Check -- Developers can identify issues and prevent defects before they are deployed to production.
          • Analytics -- Platform Owners use Proactive Code Check to track compliance against coding best practices and organizational standards. Owners can review detailed findings and audit the status of issues that were uncovered during the scan. Historical data is available up to six months.
          • Scan suite matrix -- Refer to the Proactive Code Check (PCC) scan suite matrix for details on the checks performed during a PCC scan.
      • Data synchronization reference -- Reference information for data synchronization features in Impact.
        • Use manual registration to configure the Impact Store Application -- Manual registration is generally used by advanced users or to obtain configuration support from your Impact Squad. Regulated and GCC customers are also required to use manual registration.
          • Initiate the data connection -- Establish a connection between your Impact Store Application and the Impact Delivery Instance to allow the exchange of data.
          • Manually connect Impact data -- The named contact administrator will establish a secure connection to the Impact Delivery Instance (provider instance) to transmit data with the Impact Store Application.
        • Secure data transfer using Service Bridge -- Data transfer between the Impact Delivery Instance and Impact Store Application is facilitated via Service Bridge.
        • Impact storage estimation -- The Impact store app stores data within your ServiceNow instance and contributes to your instance's overall storage footprint. Storage usage varies depending on whether your instance is connected to the Impact Delivery Instance and on the level of collaboration activity.
        • Dependent applications -- Following is a comprehensive overview of the dependent apps that are included with the installation of the Impact Store Application Each section delineates the features that activate event-based synchronization within the various product capabilities.
        • Table and field level mapping -- Following is information on the data that is synchronized between the Impact Delivery Instance and the Impact Store Application.
          • Value Management tables -- Following are the tables that are synced with your business objectives, business outcomes, and value management metrics.
          • Product Adoption Roadmap and Capabilities Map tables -- Following are the tables that are synced with your entitled capabilities, the usage status of your capabilities, and any changes made to your Product Adoption Roadmaps.
          • Recommendations tables -- Following are the tables that are synced with recommendations and information that will inform future recommendations (for example, recommendations you’ve used, or recommendations you’ve liked or disliked).
          • Accelerators tables -- Following are the tables that are synced with anything related to requesting or receiving an Accelerator (requests, status, start date, target completion date, attachments, notes, etc.).
          • Working with your Squad tables -- Following is the information that is synced: who’s on your Impact Squad, your Squad’s contact information, the status of your Impact Foundations activities, and records of your consent (for example, for Accelerators that require you to accept additional terms and conditions).
      • Scan Engine reference -- Reference information for Scan Engine features in Impact.
        • Scan Engine definitions -- The Scan Engine uses a large set of definitions to correct coding and workflow findings in real-time and perform scans across your entire instance to detect existing findings.
        • Health score calculation -- Your Platform Health score is the foundation for understanding instance risk. The score reflects platform risk through a four-step, category-weighted calculation that combines findings into a single 0–100 health metric.
        • Supported record types for Real-time prevention monitoring with AI -- The Scan Engine checks your code against active scan definitions and displays findings inline along with AI-suggested fixes you can apply.
        • Scan Engine API field reference -- Field reference for scan status, findings, and resolved findings API responses.
        • Scan Engine API endpoints -- Reference information for Scan Engine Headless API endpoints, authentication requirements, and response formats.
        • Scan Engine API error codes -- Error codes returned by the Scan Engine API, organized by HTTP status code. Each section includes proposed solutions and handling strategies.
      • Impact Delivery Instance reference -- Reference information for Impact Delivery Instance features and configuration.
        • Impact Delivery Instance overview -- The Impact Delivery Instance is the service provider for the Impact Store Application.
        • Setup for the Impact Delivery Instance -- The Impact Delivery Instance is delivered to you with minimal technical configuration required. Many of the setup steps involve planning within your organization and with your Impact Squad.
          • Manage Impact Delivery Instance users -- Impact Delivery Instance (IDI) admins can create, view, and manage their users.
          • Impact Delivery Instance roles -- IDI offers roles to fit your business needs. When you log in to IDI, you’ll see a personalized view of your objectives, metrics, and recommendations tied directly to your role.
        • Benefits & Usage -- Impact Benefits & Usage allows you to quickly access and review the powerful tools available in your Impact subscription.
        • Activity Center -- The Activity Center provides a comprehensive view of all the activities supporting your day to day journey with Impact.
          • Conversations -- Scan all conversations you are included in. Start a conversation any time to ask a question or get advice from your Impact squad.
          • Activity Center All Recommendations -- View AI driven and expert suggested recommendations for training, content, and experts-on-demand offerings.
        • Group Views -- Impact enables multiple stakeholder groups within your organization to lead their own digital transformation.
        • Manage Initiative and Accelerator permissions -- Review and approve Initiative and Accelerator activities access using Manage Permissions.
          • Request an Accelerator from IDI -- Depending on the Impact package that you are subscribed to, you can request and consume a designated number of concurrent Impact Accelerators, from the IDI.
        • Objectives and outcomes in Impact Delivery Instance -- The value management lifecycle starts with the creation of the Objectives and outcomes that are high-level goals tied to measurable outcomes that help illustrate value over time.
        • Value Reports in Impact Delivery Instance -- Your impact squad can work with you to calculate the operational or monetized value you have realized with ServiceNow in a Value Report.
        • Product adoption roadmaps in Impact Delivery Instance -- Create a product Adoption Roadmap (PAR) with a single click by selecting the template that best supports your specific business outcome.
        • Manage capabilities maps in Impact Delivery Instance -- Manage the usage status for capabilities and how they’re being used in your instance. The information in the capabilities status fields feeds the capabilities maps summary bar.
        • Consumption report in Impact Delivery Instance -- Get an overview of your Impact tier features and their usage.
        • Subscriptions -- See a list of your subscriptions for all of your instances and the list of applications that you’re entitled to, as part of those subscriptions, in one comprehensive view.
        • Training Insights -- Impact Training Insights provide a comprehensive view of organizational learning activities, with real-time data available whenever and wherever it's needed.
        • HealthScan -- ServiceNow HealthScan is a diagnostic tool for the Impact Delivery Instance that helps you understand the current health of your instance, identify potential issues and setbacks, and take quick corrective action.​
          • HealthScan tech KPIs -- Tech Key Performance Indicators(KPIs) show how closely you're aligned to ServiceNow technical leading practices, offer recommendations for improvement, and help you monitor your instance health.
    • Additional resources for Impact -- If you’re looking for Impact leading practices, troubleshooting, or other informational guidelines, select a feature or resource type to discover additional ServiceNow resources.
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