HRSD Maturity Assessment

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of HRSD Maturity Assessment

    The HRSD Maturity Assessment is designed for Impact customers to evaluate their HR Service Delivery processes within ServiceNow. This structured assessment helps identify areas for improvement and provides tailored recommendations to enhance the value of their ServiceNow investment. It covers key HRSD capabilities, including case management, employee center, onboarding, document management, and HCM integrations.

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    Key Features

    • Maturity Assessment Kickoff Session: Set expectations and gather necessary data.
    • Maturity Assessment Questionnaire: Participants independently grade statements to identify gaps.
    • Questionnaire Results Analysis: The Impact Squad reviews scores and provides tailored recommendations.
    • Assessment Report: Includes a maturity score, top recommendations for improvement, and a list of observed recommendations.
    • Customer Read-out Session: Discuss assessment results and suggest implementation plans.
    • Follow-up Session (optional): Review progress and provide additional guidance.

    Key Outcomes

    Participants will receive a comprehensive report detailing their HRSD maturity level, key recommendations, and resources to aid implementation. This assessment is crucial for organizations looking to maximize their HR service capabilities within ServiceNow and drive effective HR transformations.

    This accelerator assesses your current HR Service Delivery (HRSD) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform.

    Accelerator Overview

    The HRSD 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.

    This accelerator is designed to address the following HRSD capabilities:
    • Case and Knowledge
    • Employee Center and Portal
    • Life cycle Events/Onboarding/Journeys
    • Employee Document Management
    • HCM Integrations
    • Specific store features, such as Manager Hub
    Note:
    This Accelerator is available for Impact Guided+ (Strategic Value add-on), Advanced and Total Packages.

    What you get

    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
    Maturity Assessment Questionnaire
    Your assessment participants will each be asked to independently fill out a prebuilt HRSD Maturity Assessment Questionnaire that asks them to grade targeted statements to assess gaps and opportunities with your HRSD deployment.
    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 HRSD investment
    HSRD Maturity Assessment report
    The assessment report is compiled from the responses to the questionnaire and includes the following:
    • Maturity score
    • The top five recommendations of unadopted product features in the standard NowCreate crawl/walk/run model
    • Content, accelerators, and next steps where applicable
    • A complete list of recommendations observed
    Customer read-out session (up to 1.5 hours)
    • Deliver HRSD Maturity Assessment report
    • Review HRSD 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  Required Recommended
    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
    		 ✓
    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 accessed ✓

    Requested Information / Access

    We request that the HRSD Maturity questionnaire is completed by the customer virtually a minimum of two weeks prior to the customer readout session.

    Exclusions

    • This Impact Accelerator does not include a technical review of HRSD.

    • Assessment of other EWF capabilities beyond HRSD is not included.

    • ServiceNow is not responsible for implementing the recommendations made based on the HR Service Delivery Maturity Assessment.