---
title: CSM - Maturity Assessment
description: 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
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/impact/accelerator-and-initiative-list/csm-product-maturity-assessment.html
release: australia
product: Accelerator and Initiative List
classification: accelerator-and-initiative-list
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Strategy Accelerators, Accelerator catalog, Accelerators and Initiatives, Using Impact, Impact]
---

# 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.

<table id="table_rz4_31b_fhc"><thead><tr><th>

Customer Resource 

</th><th>

Responsibilities 

</th><th>

 

</th><th>

 

</th></tr></thead><tbody><tr><td>

Main Customer Contact, PMO

</td><td>

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.

</td><td>

✓

</td><td>

 

</td></tr><tr><td>

Assessment Participants

</td><td>

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.

</td><td>

✓

</td><td>

 

</td></tr><tr><td>

Process Owner

</td><td>

Owns the process being assessed.

</td><td>

✓

</td><td>

 

</td></tr></tbody>
</table>## 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.