Center of Excellence and Innovation Maturity Assessment Accelerator

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Center of Excellence and Innovation Maturity Assessment Accelerator

    The Center of Excellence and Innovation (CoEI) Maturity Assessment Accelerator is designed to evaluate your current ServiceNow CoEI processes and functional maturity. It provides tailored recommendations for enhancing your ServiceNow investment, helping you unlock additional value from the platform. This accelerator is part of the Impact Guided+ (Strategic Value add-on), Advanced, and Total Packages.

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    Key Features

    • Maturity Assessment Kick-off Session: A 1.5-hour session to set expectations, communicate participation requirements, and request necessary data.
    • CoEI Maturity Assessment Questionnaire: Participants independently fill out a questionnaire assessing gaps and opportunities in your CoEI deployment.
    • Questionnaire Results Analysis: The Impact Squad analyzes scores, compiles recommendations, and provides guidance on maximizing your CoEI investment.
    • CoEI Maturity Assessment Report: A comprehensive report detailing your maturity score, top recommendations, and next steps grounded in ServiceNow best practices.
    • Customer Read-out Session: A 1.5-hour session to discuss the assessment report, present results, and suggest a plan for implementation.
    • Optional Follow-up Session: A one-hour session to review progress and provide additional resources or guidance as requested.

    Customer Responsibilities

    Customers are expected to designate a Main Contact to oversee the process, gather assessment participants, and ensure the completion of the questionnaire. Participants must complete the assessment by the deadline and raise any concerns promptly.

    Exclusions

    This accelerator does not include a technical review of CoEI or assessments beyond CoEI. ServiceNow does not implement recommendations arising from the Maturity Assessment.

    This accelerator assesses your current ServiceNow  CoEI processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform

    Accelerator Overview

    Center of Excellence and Innovation (CoEI) 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

    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
    CoEI Maturity Assessment questionnaire
    Your assessment participants will each be asked to independently fill out a pre-built CoEI Maturity Assessment Questionnaire that asks them to grade targeted statements that assess gaps and opportunities with your CoEI deployment.
    Questionnaire results analysis (time as determined per Impact Squad)
    The Impact Squad performs the following:
    • Reviews and analyzes the questionnaire scores
    • Compiles targeted recommendations and leading practices
    • Provides guidance that will help you understand how to best maximize your CoEI investment
    CoEI 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 CoEI Maturity Assessment report
    • Review CoEI 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 CoEI 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 CoEI.
    • Assessment of capabilities and processes beyond CoEI is not included.
    • ServiceNow is not responsible for implementing the recommendations made based on the CoEI Maturity Assessment.