Customer Service Management Product Maturity Assessment

  • Release version: Xanadu
  • Updated August 14, 2024
  • 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 offers Impact customers insights into their CSM adoption and value within the ServiceNow platform. This assessment is designed for customers with Impact Advanced and Total packages.

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    Key Features

    • Kick-off Session: Up to 2 hours covering assessment expectations, roles, and guidance for participant selection.
    • CSM Maturity Questionnaire: Participants complete a questionnaire independently, with results analyzed by the Impact Squad.
    • Readout Session: Up to 2 hours to present assessment results, discuss recommendations, and provide a suggested plan and resources.
    • Customer Resources: Involvement of a platform owner and subject matter experts is required to ensure effective participation and completion of the assessment.

    Key Outcomes

    Participants will gain a clear understanding of their current CSM maturity level, receive tailored recommendations, and learn best practices to enhance their ServiceNow platform usage. The assessment aims to foster strategic alignment and governance within their organization.

    Exceptions

    This Accelerator may not be available to customers in certain restricted environments, including FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, as well as to self-hosted customers or managed service providers for external use. ServiceNow resources do not implement CSM recommendations on customer instances.

    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.