SAM Maturity Assessment

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

    The SAM Maturity Assessment is an accelerator designed to evaluate your current Software Asset Management processes and functional maturity within ServiceNow. It provides targeted recommendations to enhance the value of your ServiceNow investment, specifically for Impact customers enrolled in Guided+ (Strategic Value add-on), Advanced, and Total Packages.

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    Key Features

    • Kickoff Session: Up to 1.5 hours to set expectations, discuss customer participation, and request necessary data.
    • SAM Maturity Assessment Questionnaire: Participants independently assess gaps and opportunities within the SAM product through a structured questionnaire.
    • Results Analysis: The Impact Squad reviews questionnaire scores, compiles recommendations, and provides guidance for maximizing your SAM investment.
    • Assessment Report: Includes a maturity score, top five recommendations, additional initiatives, and a comprehensive list of observed recommendations.
    • Customer Readout Session: Up to 1.5 hours to present assessment results, discuss recommendations, and suggest implementation plans.
    • Follow-up Session: Up to 1 hour for Q&A and additional guidance on leading practices.

    Key Outcomes

    Customers can expect a clear understanding of their SAM maturity, actionable recommendations to enhance their processes, and a collaborative approach to implement improvements. It’s important to note that while the assessment provides valuable insights, it does not include a technical review or implementation of recommendations by ServiceNow.

    Requested Customer Resources

    • Main Customer Contact, PMO: Responsible for coordinating the assessment and ensuring participant engagement.
    • Assessment Participants: Individuals completing the assessment, responsible for timely completion and raising concerns.
    • Process Owner: The individual who owns the assessed process.
    • Requested Information: Completion of the SAM Maturity questionnaire at least two weeks prior to the readout session.

    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.

    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.