CSM - Maturity Assessment

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

    The Customer Service Management (CSM) Maturity Assessment Accelerator helps ServiceNow customers evaluate their current CSM processes and functional maturity within the platform. It provides a structured assessment involving key stakeholders, delivering targeted recommendations to optimize the value of their ServiceNow CSM deployment. This Accelerator is available to customers subscribed to Impact 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, clarify customer participation, and request necessary data.
    • Maturity Assessment Questionnaire: Participants independently complete a pre-built questionnaire designed to identify gaps and opportunities in the CSM deployment.
    • Questionnaire Analysis: The Impact squad reviews responses to generate tailored recommendations and guidance based on ServiceNow leading practices.
    • Assessment Report: Includes an overall maturity score, top five prioritized recommendations, relevant content and accelerators, and a comprehensive list of observations.
    • Customer Read-out Session: Up to 1.5 hours to present findings, discuss recommendations, and propose implementation plans.
    • Optional Follow-up Session: Up to 1 hour to review progress, provide additional resources, and offer further guidance on best practices.

    Customer Responsibilities

    • Main Customer Contact / PMO: Coordinates participant engagement, ensures completion of assessments, and sponsors the output.
    • Assessment Participants: Complete the questionnaire by the deadline and communicate any issues.
    • Process Owners: Represent and provide insight into the processes being assessed.
    • Information Submission: Questionnaire completion is required at least two weeks before the readout session.

    Scope and Exclusions

    This assessment focuses solely on CSM process maturity and does not include a technical review of the CSM platform or evaluation of other Enterprise Workflow (EWF) capabilities. Implementation of the recommendations is the customer’s responsibility.

    Benefits for ServiceNow Customers

    By participating in the CSM Maturity Assessment, customers gain a clear understanding of their current CSM maturity level and receive prioritized, actionable recommendations aligned with ServiceNow best practices. This helps customers strategically plan improvements to unlock additional value from their ServiceNow investment and enhance their customer service capabilities.

    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.

    Package Availability

    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.