CSM - Maturity Assessment

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

    The Customer Service Management (CSM) Maturity Assessment is designed for Impact customers to evaluate their current CSM processes and functional maturity within ServiceNow. It offers structured recommendations to enhance the value of their ServiceNow investment through a collaborative assessment involving key stakeholders from the customer's organization.

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    Key Features

    • Kick-off Session: Up to 1.5 hours to set expectations and request necessary data.
    • Assessment Questionnaire: Participants independently complete a pre-built questionnaire to identify gaps and opportunities in CSM deployment.
    • Analysis of Results: The Impact squad reviews questionnaire scores, compiles tailored recommendations, and offers guidance to maximize CSM investment.
    • Assessment Report: Includes maturity score, top five recommendations, and a complete list of observed recommendations.
    • Customer Read-out Session: Up to 1.5 hours to present and discuss the assessment results and next steps.
    • Optional Follow-up Session: Up to 1 hour to review progress and provide additional resources and guidance.

    Key Outcomes

    Participants can expect a comprehensive report detailing their maturity level, actionable recommendations, and a structured plan to implement those recommendations. The assessment does not cover technical reviews or other EWF capabilities, and implementation of recommendations is the customer's responsibility.

    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.

    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.