Center of Excellence and Innovation Maturity Assessment Accelerator

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Center of Excellence and Innovation Maturity Assessment Accelerator

    The Center of Excellence and Innovation (CoEI) Maturity Assessment Accelerator evaluates your current ServiceNow CoEI processes and functional maturity. It delivers structured, prescriptive recommendations to help you enhance your CoEI deployment and maximize the value of your ServiceNow investment. This Accelerator is available to customers with Impact Guided+ (Strategic Value add-on), Advanced, and Total Packages.

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    Key Features

    • Maturity Assessment Kick-off Session: Up to 1.5 hours to set expectations, communicate participation requirements, and request necessary data.
    • CoEI Maturity Assessment Questionnaire: Participants independently complete a questionnaire to evaluate gaps and opportunities in CoEI deployment.
    • Questionnaire Results Analysis: The Impact Squad reviews responses, analyzes scores, and compiles targeted recommendations and best practices.
    • CoEI Maturity Assessment Report: Provides a maturity score, top five recommendations based on ServiceNow leading practices, relevant content and accelerators, and a comprehensive list of observations.
    • Customer Read-out Session: Up to 1.5 hours to present and discuss the assessment report, recommendations, and suggested implementation plans.
    • Optional Follow-up Session: Up to 1 hour for reviewing progress, providing additional guidance, and identifying resources as requested by the customer.

    Customer Responsibilities and Participation

    Successful engagement requires active participation from assigned customer resources:

    • Main Customer Contact/PMO: Coordinates assessment participants, ensures questionnaire completion, and sponsors outputs.
    • Assessment Participants: Complete the CoEI Maturity Assessment questionnaire by the agreed deadline and raise any questions promptly.
    • Process Owner: Owns the process being assessed within the organization.

    The questionnaire should be completed virtually at least two weeks before the customer readout session.

    Important Notes

    • This Accelerator does not include a technical review of the CoEI or assessments beyond CoEI capabilities and processes.
    • ServiceNow does not implement the recommendations; it provides guidance to help customers decide on next steps.

    This Accelerator assesses your current ServiceNow  CoEI processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform

    Accelerator Overview

    Center of Excellence and Innovation (CoEI) 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

    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
    CoEI Maturity Assessment questionnaire
    Your assessment participants will each be asked to independently fill out a pre-built CoEI Maturity Assessment Questionnaire that asks them to grade targeted statements that assess gaps and opportunities with your CoEI deployment.
    Questionnaire results analysis (time as determined per Impact Squad)
    The Impact Squad performs the following:
    • Reviews and analyzes the questionnaire scores
    • Compiles targeted recommendations and leading practices
    • Provides guidance that will help you understand how to best maximize your CoEI investment
    CoEI 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 CoEI Maturity Assessment report
    • Review CoEI 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 CoEI 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 CoEI.
    • Assessment of capabilities and processes beyond CoEI is not included.
    • ServiceNow is not responsible for implementing the recommendations made based on the CoEI Maturity Assessment.