CSM - Maturity Assessment

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 4 Minuten Lesedauer

    • 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.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

    Accelerator 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 for information on CSM.

    Customer Service Management (CSM) Maturity Assessment provides Impact customers with prescriptive recommendations based on a structured assessment conducted by key stakeholders within the customer’s business. By offering customers a snapshot of their current process maturity and targeted next-step recommendations, this accelerator helps maximize the value of their ServiceNow investment.

    Hinweis:
    This Accelerator is available for Impact Advanced and Total packages.
    Hinweis:
    This Accelerator is available for Impact Guided+ (Strategic Value add-on), Advanced and Total Packages.

    What you get

    CSM Maturity Assessment kick off session (up to 1.5 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
    • Set expectations on the process and depth of deliverable
    • Communicate expectations for customer participation
    • Request data and any other inputs
    CSM Maturity Assessment questionnaire

    Your assessment participants will each be asked to independently fill out a pre-built CSM Maturity Assessment Questionnaire that asks them to grade targeted statements to assess gaps and opportunities with your CSM deployment.

    Questionnaire results analysis (time as needed per Impact Squad)
    The Impact squad performs the following:
    • Reviews and analyzes the questionnaire scores
    • Compiles tailored recommendations and leading practices
    • Schedule a Readout session to discuss the results and recommendations
    • Provides guidance that will help you understand how to best maximize your CSM investment
    CSM Maturity Assessment report
    The assessment report is compiled from the responses to the questionnaire and includes the following:
    • Maturity score
    • The top five recommendations grounded in ServiceNow leading practices 
    • Content, accelerators, and next steps where applicable
    • A complete list of recommendations observed
    Customer read-out session (up to 1.5 hours)
    • Deliver CSM Maturity Assessment report
    • Review CSM Maturity Assessment report:
      • Present the assessment results
      • Discuss targeted recommendations
      • Provide a suggested plan and resources to help you decide which recommendations to implement
    Follow-up customer session (optional on Customer request– up to 1 hour)
    • Review Customer progress
    • Identify additional resources to achieve Customer goals
    • Provide additional guidance on leading practices
    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.

    Tabelle : 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
    Tabelle : 2. Customer resource and responsibilities
    Customer Resource  Responsibilities 
    Main Customer Contact, PMO Primary contact for the duration of the engagement and carries out the following responsibilities:
    • Gather and share the list of assessment participants.
    • Ensure completion of the assessment by participants.
    • Provide sponsorship for outputs based on the recommendations.
    		 ✓
    Assessment Participants People within your organization who complete the assessment. Their responsibilities are:
    • Complete the assessment by the agreed deadline.
    • Raise any questions or concerns as soon as possible.
    		 ✓
    Process Owner Owns the process being assessed. ✓

    Requested Information / Access

    We request that the CSM Maturity questionnaire is completed by the customer virtually at least two weeks prior to the customer readout session.

    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.

    Exclusions

    • This Impact Accelerator does not include a technical review of CSM.
    • Assessment of other EWF capabilities beyond CSM is not included.
    • ServiceNow is not responsible for implementing the recommendations made based on the CSM Maturity Assessment.