“CIOs, and particularly VPs of IT infrastructure operations, have a particular perspective about what ServiceNow does, and how they do it,” he said. “But if you look back over the past couple years, they obviously have these other capabilities that serve chief HR officers, customer experience owners, employee experience, and things like that.”
Brace for Impact
Indeed, the Now Platform has become so sprawling that ServiceNow is concerned customers may not be getting as much value from it as what they are paying for. A year ago, the company introduced a new app, ServiceNow Impact, to act as an always-on customer success manager not just for CIOs but for other leaders within the enterprise responsible for workflows running on Now Platform. With the Utah release, it’s leaning in, enhancing Impact’s tools for helping executives monitor their ServiceNow instance, and adding a product adoption roadmap that recommends which applications to adopt next.
It’s also expanding the catalog of accelerators—automated how-to guides to adoption—with new recommendations on creating personalized dashboards of ServiceNow adoption for different members of the executive team, and on conducting ITSM maturity assessments.
The Impact app and its accelerators have access to data from an enterprise’s ServiceNow instance, so users can track progress toward deploying a particular service, said ServiceNow’s SVP and global head of product experience, Amy Lokey.
“You can see a real time report on your next steps in terms of getting the maximum value out of your instance, out of the software that you’ve licensed,” she said.
For IDC’s Elliot, Impact’s ability to personalize metrics depending on a user’s interests, whether in HR, ITSM, or field service management, is key. “It’s a pretty clever way of helping customers understand the value they’re receiving,” he said.