Knowledge Management Maturity Assessment

---
title: Knowledge Management Maturity Assessment
description: This accelerator assesses your current Knowledge Management processes and functional maturity within ServiceNow.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/impact/accelerator-and-initiative-list/knowledge-management-maturity-assessment.html
release: australia
product: Accelerator and Initiative List
classification: accelerator-and-initiative-list
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 2
keywords: [Knowledge Management, Maturity Assessment, KM, Knowledge Maturity, Process Maturity, Recommendations, Continuous Improvement]
breadcrumb: [Strategy Accelerators, Accelerator catalog, Accelerators and Initiatives, Using Impact, Impact]
---

# Knowledge Management Maturity Assessment

This accelerator assesses your current Knowledge Management processes and functional maturity within ServiceNow.

## 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

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

## 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
-   **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 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
-   **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
-   **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

## 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

## Requested Customer Resources

The same personnel may fulfill multiple responsibilities.

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

Customer Resource

</th><th>

Responsibilities

</th><th>

Required

</th><th>

Recommended

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

Main Customer Contact, PMO

</td><td>

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

</td><td>

✓

</td><td>

 

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

Assessment Participants

</td><td>

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

</td><td>

✓

</td><td>

 

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

Process/Product Owner

</td><td>

Owns the process and product being assessed.

</td><td>

✓

</td><td>

 

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

Trusted Service Partners

</td><td>

Attend ServiceNow Impact Accelerator coaching session\(s\) to understand leading practices and potentially support the customer going forward.

</td><td>

 

</td><td>

✓

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

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