Customer Service Management Product Maturity Assessment

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Customer Service Management Product Maturity Assessment

    The Customer Service Management (CSM) Product Maturity Assessment Accelerator helps ServiceNow customers understand their current maturity level in adopting CSM and provides targeted recommendations to enhance value from the ServiceNow platform. This assessment is designed for Impact Advanced and Total package customers and offers insights into how effectively CSM is implemented and utilized within their organization.

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    Key Features

    • CSM Maturity Assessment Kickoff Session: Up to 2 hours to introduce the assessment process, set engagement expectations, clarify roles, and guide the selection of participants.
    • CSM Maturity Assessment Questionnaire: Selected participants independently complete a detailed questionnaire to evaluate CSM maturity.
    • Questionnaire Results Analysis: The Impact squad analyzes scores, develops tailored recommendations and best practices, and prepares for a readout session.
    • Recommendations Readout Session: Up to 2 hours to present findings, discuss targeted recommendations, and suggest actionable plans and resources.

    Customer Responsibilities

    Customer involvement is essential for a successful assessment:

    • Platform Owner (Required): Acts as the primary contact and sponsor, gathers and shares participant lists, ensures completion of assessments, and supports implementation of recommendations.
    • Subject Matter Experts (Required): Complete the questionnaire accurately and promptly, and raise any questions or concerns during the process.

    Important Considerations

    • The assessment may not be available in certain restricted environments, such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, or managed service providers (except for internal use).
    • ServiceNow does not implement CSM recommendations on customer production or sub-production instances; customers are responsible for applying the suggested changes.

    The Customer Service Management (CSM) Product Maturity Assessment Accelerator provides insight into your current ServiceNow CSM maturity level and targeted recommendations based on the current maturity level.

    Overview

    Customer Service Management (CSM) Product Maturity Assessment provides Impact customers with insight into the maturity of CSM adoption and value with their ServiceNow platform. See Exploring Customer Service Management for information on CSM.

    Note:
    This Accelerator is available for Impact Advanced and Total packages.

    What you get

    CSM maturity assessment kick off session (up to 2 hours)
    Provides the following:
    • An overview of the CSM maturity assessment
    • Engagement expectations and activities
    • Key roles and responsibilities overview
    • Guidance to choose assessment participants
    CSM maturity assessment questionnaire
    Assessment participants will complete the CSM maturity questionnaire independently.
    Questionnaire results analysis (time as needed per Impact Squad)
    The Impact squad will:
    • Review and analyze the questionnaire scores
    • Compile tailored recommendations and leading practices
    • Schedule a Readout session to discuss the results and recommendations
    CSM maturity assessment recommendations readout session (up to 2 hours)
    The Impact Squad will:
    • Presentation of the assessment results
    • Discussion of the targeted recommendations
    • Provide a suggested plan and resources

    Requested customer resources

    One or more customer resources are requested. The specific number of resources provided is Accelerator and customer specific.

    Table 1. Customer resource and responsibilities
    Customer Resource  Responsibilities 
    Platform owner (Required) Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.
    Specific to the CSM Maturity Assessment, this individual is the primary contact for the duration of the engagement and carries out the following responsibilities:
    • Gathers and shares the list of assessment participants
    • Ensures completion of the assessment by participants
    • Provides sponsorship for outputs based on the recommendations
    Subject matter experts (Required) Includes the people within your organization that will be completing the assessment. Their responsibilities are:
    • Complete the assessment by the agreed deadline
    • Raise any questions or concerns as soon as possible

    Requested Information / Access

    N/A

    Exceptions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator Activities may not be available to customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, to self-hosted customers, or in other restricted environments, or to managed service providers (except for their internal use).

    ServiceNow resources aren't responsible for implementing CSM recommendations on the customer’s sub-production or production instances.