---
sourceDocument: Brazil Impact
sourceDocumentLink: https://www.servicenow.com/docs/r/impact

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Impact

ft:clusterId :

    - ipact

bundleId :

    - ipact


---

# Knowledge Management Maturity Assessment

# Knowledge Management Maturity Assessment {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
This accelerator assesses your current Knowledge Management processes and functional maturity within ServiceNow.

## Accelerator Overview {#knowledge-management-maturity-assessment__section_accelerator_overview}

**Knowledge Management 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 {#knowledge-management-maturity-assessment__id_st4_g4y_kkc}

Note:  
This Accelerator is available for Impact Guided+ (Strategic Value add-on), Advanced and Total Packages.

## What You Get {#knowledge-management-maturity-assessment__section_what_you_get}

Knowledge Management 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
    {#knowledge-management-maturity-assessment__ul_kickoff_session}

Maturity Assessment Questionnaire
:   Each of the assessment participants fills out a prebuilt Knowledge Management Maturity Assessment Questionnaire. It asks them to grade targeted statements to assess gaps and opportunities with their Knowledge Management
    deployment.

Questionnaire Results Analysis (time as needed, determined by the Impact Squad)

:   The Impact Squad:

    * Reviews and analyzes the questionnaire scores
    * Compiles tailored recommendations and leading practices
    * Provides guidance that will help you understand how to maximize your Knowledge Management investment
    {#knowledge-management-maturity-assessment__ul_results_analysis}

Knowledge Management Maturity Assessment Report

:   The report includes:

    * Maturity score
    * Key recommendations based on ServiceNow leading practices
    * Additional Impact initiatives or Accelerators to conduct, or specific recommendations to achieve outcomes
    * A complete list of recommendations as observed
    {#knowledge-management-maturity-assessment__ul_assessment_report}

Customer Read-out Session (up to 1.5 hours)
:
    * Deliver Knowledge Management Maturity Assessment report
    * Review Knowledge Management Maturity Assessment report
    * Present the assessment results
    * Discuss targeted recommendations
    * Provide a suggested plan and resources to support decisions on which recommendations to implement
    {#knowledge-management-maturity-assessment__ul_readout_session}

Follow-up Customer Session (optional upon customer request, up to 1 hour)
:
    * Opportunity for Q\&A related to the Knowledge Management Maturity Assessment
    * Provide additional guidance on leading practices
    {#knowledge-management-maturity-assessment__ul_followup_session}

## Outputs {#knowledge-management-maturity-assessment__section_outputs}

The Knowledge Management Maturity Assessment Report, which includes:

* Maturity score
* Key recommendations based on ServiceNow leading practices
* Additional Impact initiatives or Accelerators to conduct, or specific recommendations to achieve outcomes
* A complete list of recommendations as observed
{#knowledge-management-maturity-assessment__ul_outputs}

## Requested Customer Resources {#knowledge-management-maturity-assessment__section_requested_customer_resources}

The same personnel may fulfill multiple responsibilities.  
{#knowledge-management-maturity-assessment__table_customer_resources__entry__4}

| Customer Resource | Responsibilities | Required | Recommended |
|:-|:-|:-:|:-:|
| Main Customer Contact, PMO | Primary contact for the duration of the engagement. Responsibilities include: * Gather and share the list of assessment participants * Ensure completion of the assessment by participants * Provide sponsorship for outputs based on the recommendations {#knowledge-management-maturity-assessment__ul_main_contact} | ✓ |   |
| Assessment Participants | The people within your organization who complete the assessment. Responsibilities include: * Complete the assessment by the agreed deadline * Raise any questions or concerns as soon as possible {#knowledge-management-maturity-assessment__ul_assessment_participants} | ✓ |   |
| Process/Product Owner | Owns the process and product being assessed. | ✓ |   |
| Trusted Service Partners | Attend ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support the customer going forward. |   | ✓ |
[Table 1. Customer resource and responsibilities]

{#knowledge-management-maturity-assessment__table_customer_resources}

## Requested Information / Access {#knowledge-management-maturity-assessment__section_requested_information_access}

The Knowledge Management Maturity questionnaire must be completed by the customer virtually at least two weeks prior to the customer readout session.

## Exclusions {#knowledge-management-maturity-assessment__id_ilw_swg_jkc}

ServiceNow is not responsible for implementing recommendations on Customer's sub-production or production instances.