SAM Maturity Assessment

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

    The SAM Maturity Assessment accelerator evaluates your current Software Asset Management (SAM) processes and maturity within ServiceNow. It delivers targeted recommendations to help you unlock additional value from your SAM platform investment. This structured assessment involves key stakeholders from your organization and provides a clear snapshot of your SAM maturity along with actionable next steps.

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    This accelerator is available exclusively for Impact Guided+ (Strategic Value add-on), Advanced, and Total Packages customers.

    Key Features

    • Kickoff Session (up to 1.5 hours): Sets expectations, explains the process and deliverables, clarifies customer participation, and requests necessary data.
    • SAM Maturity Assessment Questionnaire: Participants independently complete a standardized questionnaire to evaluate gaps and opportunities in your SAM product usage.
    • Questionnaire Results Analysis: The Impact Squad reviews scores, compiles tailored recommendations based on ServiceNow leading practices, and provides guidance for maximizing your SAM investment.
    • SAM Maturity Assessment Report: Includes a maturity score, top five prioritized recommendations, additional initiatives or accelerators to pursue, and a comprehensive list of observed recommendations.
    • Customer Readout Session (up to 1.5 hours): Presentation and discussion of the assessment report, recommendations, and a suggested plan with resources to support implementation decisions.
    • Follow-up Session (up to 1 hour): Dedicated Q&A and further guidance on leading practices as needed.

    Customer Responsibilities

    • Main Customer Contact/PMO: Acts as the primary liaison, coordinates participant list, ensures questionnaire completion, and sponsors the outputs.
    • Assessment Participants: Complete the questionnaire by the agreed deadline and communicate any questions promptly.
    • Process Owner: Owns the SAM process being assessed within the organization.

    The SAM Maturity questionnaire should be completed virtually at least two weeks before the customer readout session to ensure timely analysis and reporting.

    Important Notes

    • This accelerator does not include a technical review of SAM configurations or implementations.
    • ServiceNow does not perform implementation of recommendations arising from the assessment; customers are responsible for applying suggested improvements.

    This accelerator assesses your current Software Asset Management (SAM) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform.

    Accelerator overview

    Software Assessment Management (SAM) 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

    SAM Maturity Assessment Kickoff 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
    SAM Maturity Assessment Questionnaire
    Your assessment participants will each be asked to independently fill out a pre-built SAM Maturity Assessment Questionnaire that asks them to grade targeted statements that assess gaps and opportunities with your SAM product.
    Questionnaire Results Analysis (time as needed determined by the 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 SAM product investment
    SAM Maturity Assessment Report
    The assessment report is a result of the questionnaire and input from our SAM leaders and includes the following:
    • Maturity score
    • The “top five recommendations” grounded in ServiceNow leading practices
    • Additional initiatives or Impact Accelerators to conduct, or specific recommendations to achieve outcomes
    • A complete list of recommendations observed
    Customer Readout Session (up to 1.5 hours)
    • Deliver the SAM Maturity Assessment report
    • Review the SAM 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 Session (up to 1 hour)
    • Opportunity for Q&A related to the SAM Maturity Assessment
    • Provide additional guidance on leading practices, as needed

    Requested customer resources

    Table 1. Customer resource and responsibilities
    Customer Resource  Responsibilities 
    Main Customer Contact, PMO 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
    		 ✓
    Assessment Participants These are 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
    		 ✓
    Process Owner Owns the process being assessed ✓

    Requested Information/Access

    We request that the SAM 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 SAM.

    • ServiceNow is not responsible for implementing the recommendations made based on the SAM Maturity Assessment.