CSM - Maturity Assessment
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.
| 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.