SAM Maturity Assessment

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

    The SAM Maturity Assessment Accelerator evaluates your current Software Asset Management (SAM) processes and functional maturity within ServiceNow. It offers targeted recommendations to help you unlock additional value from your ServiceNow SAM investment. This assessment provides a structured snapshot of your SAM maturity and suggests actionable next steps based on ServiceNow leading practices.

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    This Accelerator is available to Impact customers with Guided+ (Strategic Value add-on), Advanced, and Total Packages.

    Key Features

    • SAM Maturity Assessment Kickoff Session: A 1.5-hour session to set expectations, outline the process, and request necessary data and inputs from your team.
    • SAM Maturity Assessment Questionnaire: Participants independently complete a pre-built questionnaire designed to identify gaps and opportunities in your SAM product usage.
    • Questionnaire Results Analysis: The ServiceNow Impact Squad reviews and analyzes questionnaire scores, compiles tailored recommendations, and provides guidance to optimize your SAM investment.
    • SAM Maturity Assessment Report: This report includes your maturity score, the top five prioritized recommendations, a complete list of observed recommendations, and suggestions for additional initiatives or Impact Accelerators.
    • Customer Readout Session: A 1.5-hour presentation of assessment results, discussion of recommendations, and a proposed plan to help you decide which improvements to implement.
    • Follow-up Session: Up to 1 hour for Q&A and further guidance on leading practices as needed.

    Customer Responsibilities

    • Main Customer Contact/PMO: Acts as the primary engagement contact, organizes assessment participants, ensures questionnaire completion, and sponsors the outcomes.
    • Assessment Participants: Complete the SAM maturity questionnaire by the agreed deadline and raise any issues promptly.
    • Process Owner: Owns the SAM process being assessed.
    • Information Access: Customers must complete the questionnaire virtually at least two weeks before the readout session.

    Important Notes

    • The assessment focuses on process and functional maturity, not a technical review of SAM.
    • ServiceNow provides recommendations but does not implement them as part of this Accelerator.

    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.

    Package Availability

    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.