CSM - Maturity Assessment

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of CSM - Maturity Assessment

    The Customer Service Management (CSM) Maturity Assessment accelerator evaluates your current CSM processes and functional maturity within ServiceNow. It provides structured, stakeholder-driven insights and prescriptive recommendations to help you enhance your CSM deployment and maximize your platform investment. This accelerator is available with Impact Guided+ (Strategic Value add-on), Advanced, and Total Packages.

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    Assessment Process and Deliverables

    • Kickoff Session (up to 1.5 hours): Sets expectations, outlines process and deliverables, discusses customer participation, and gathers necessary data.
    • CSM Maturity Assessment Questionnaire: Participants independently complete this pre-built questionnaire to evaluate gaps and opportunities in your CSM implementation.
    • Questionnaire Analysis: The Impact squad reviews responses, analyzes scores, and develops tailored recommendations aligned with ServiceNow leading practices.
    • Assessment Report: Summarizes maturity scores, top five recommendations, relevant content and accelerators, and a full list of observed recommendations.
    • Customer Read-out Session (up to 1.5 hours): Presents findings, discusses recommendations, and suggests plans and resources for implementation decisions.
    • Optional Follow-up Session (up to 1 hour): Available on customer request to review progress, provide additional guidance, and identify resources to achieve goals.

    Customer Roles and Responsibilities

    • Main Customer Contact / PMO: Primary engagement contact responsible for coordinating participants, ensuring questionnaire completion, and sponsoring outcomes.
    • Assessment Participants: Complete the questionnaire by deadlines and communicate questions or concerns promptly.
    • Process Owner: Owns the assessed process within the organization.

    Important Notes

    • The questionnaire should be completed virtually at least two weeks before the read-out session.
    • This accelerator focuses on process maturity and does not include a technical review of CSM or other Enterprise Workflow (EWF) capabilities.
    • ServiceNow does not implement the recommendations; customers are responsible for applying suggested improvements.

    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) 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.

    Package Availability

    Note:
    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)
    • 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
    • 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

    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 
    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.

    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.