---
title: Exploring Impact
description: ServiceNow Impact personalizes your digital transformation journey and accelerates your time-to-value integrated within your ServiceNow AI Platform instance and Impact.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/impact/impact-program-features.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Exploring Impact, Impact]
---

# Exploring Impact

ServiceNow Impact personalizes your digital transformation journey and accelerates your time-to-value integrated within your ServiceNow AI Platform instance and Impact.

## Impact overview

ServiceNow Impact is a customer success product that helps you to leverage the power of the AI Platform for your business transformation. Impact provides the support and expertise to:

-   Adopt ServiceNow products, including Now Assist, and measure their value.
-   Gain access to expert guidance with technical, strategic, and personalized recommendations.
-   Maintain a high-performing platform ready for growth.
-   Enhance business continuity with 24x7 technical support.

Track progress against your outcomes, share insights and industry benchmark comparisons, and make data-driven decisions to optimize your digital transformation journey. Enable proactive management of instance quality, compliance, and performance with platform health.

## Impact platforms

Impact program features are shared between the Impact Delivery Instance and the Impact Store Application. Variations in navigation, feature configuration, and usage are detailed in the specific topics.

## Impact Store Application

ServiceNow Impact is a customer success product that helps you to leverage the power of the AI Platform for your business transformation. Impact provides the support and expertise to:

Track progress against your outcomes, share insights and industry benchmark comparisons, and make data-driven decisions to optimize your digital transformation journey.

Use Quicklinks to access additional tools and benefits in your Impact Delivery Instance application.

See the Impact overview video to get started with the Impact Store Application.

\[Omitted video\] Description: ServiceNow Impact Store Application overview

## Impact Delivery Instance

-   Your Impact squad interactive space.
-   The provider for data synced with the Impact Store Application.
-   Existing data from the Impact IDI is migrated at setup to the Impact Store Application to ensure that critical information is integrated within your ServiceNow instance.
-   Impact Store Application: The customer instance where the Impact Store Application is installed and is accessed in addition to the Impact Delivery Instance portal.

    See the Impact overview video to get started with Impact.\[Omitted video\] Description: ServiceNow Impact overview


**Note:** Portions of Impact may not be available to customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, to self-hosted users, or in other restricted environments, or to managed service providers \(except for their internal  use\).

## Impact Digest

Impact Digest is auto-generated periodically and offers a personalized Impact consumption snapshot with curated content from Customer Support Managers \(CSMs\) on ServiceNow products, and Impact content.

With manual curation of content by a CSM Newsletter team, based on Impact Squad’s opted topics and insightful consumption statistics, access your goals and improve platform health, product adoption, and value-realization.

## Impact Operating Model

The Impact Operating Model is a structured approach delivered by your Impact Squad to help you maximize value from ServiceNow. It keeps you focused, prevents drift, and lets you adapt to your organization's evolving needs.

The model connects your strategic vision to action through two phases:

-   Foundations: Establishes your baseline and plan
-   Steady State: Helps sustain progress through ongoing reviews and support

-   **Foundations**

    Launches the experience by baselining your current state and creating a tailored roadmap to accelerate time to value. Foundations lays the groundwork for every action you take on the platform.

-   **Steady State**

    Maintains momentum through regular, consistent initiatives—platform health reviews, operational checks, and performance assessments—to keep you on pace with your business goals.


Depending on your Impact package level \(Guided, Advanced, or Total\), you receive:

-   Support tools and self-help resources
-   Human-led engagements
-   Credits, discounts, and additional benefits