Reimagining training and certification: A customer zero story

  • Mary Hain
  • Now on Now
  • Solutions
  • 2022
May 04, 2022

Business people talking in an office meeting

Activity on Now Learning, ServiceNow’s learning platform for training and certification, is on the rise. Total logins rose 25% between 2020 and 2021, and on-demand course completion increased 43%.

As ServiceNow revenue continues to grow at 30% per year, the demand for skilled administrators, developers, and architects is rapidly increasing. Rising demand, spurred in part by the move to virtual learning amid the pandemic, compelled the training and certification team to partner with IT in early 2021 to reimagine how it delivered training.

“Our primary goal is to offer training that is engaging and easy to use so anyone can train and certify with ServiceNow,” says Eric Martinez, director of digital learning at ServiceNow. “By making learning more enjoyable and accessible, we can help increase the number of job-ready ServiceNow professionals. The best way to accomplish this is to embrace the Now Platform as the foundation. It shows our users the power of the platform.”


Responding to changing demands

The teams set out to transform the user experience, whether it was an on-demand course, live class, or hands-on lab. They wanted learners of all skill levels and backgrounds to:

  • Easily find and complete courses, paths, and certifications

  • Broaden their ServiceNow expertise 

  • Accelerate their careers 

“Our priority was to replace the fragmented, clunky navigation with an intuitive user interface, better search, and consistent branding,” Martinez explains. “We needed to scale so we could broaden our training service capabilities. Plus, we had to make it easier for customers to manage their learning credits so their employees could enroll in and complete training and certifications without delay.”

Diagram of learning catalogs


Using the Now Platform, a small development team quickly built a scalable, cost-effective solution with reduced infrastructure maintenance requirements. The Now Platform provided a single data model and automation engine, reduced native coding requirements, and offered an abundance of reusable code and API integrations.


Critical part of customer value acceleration

The time and effort paid off. We can now help our customers manage their data and track learning usage with flexible workspaces, dashboards, and reporting. Additionally, we can easily expand our customer support capabilities with the Customer Service Management application.

Few companies can say they use their own technology to deliver their training and certifications, especially a company that doesn’t specialize in training software. Delivering these services on the Now Platform is an achievement the training and certification organization takes pride in. The Now Learning platform is also a key component of ServiceNow Impact™, a new value acceleration solution that helps customers accelerate their digital transformation with personalized recommendations and insights, premium technical support and preventive tools, role-based training and certifications, expert coaching, and prescriptive guidance.

Now Learning is our number one enabler for expanding the community of job-capable Now Platform professionals. Cat Lang, Senior VP, Education, ServiceNow


“Now Learning brings to life our shared vision of an amazing customer experience, opportunities to grow the market of ServiceNow talent, and a chance for anyone to start building a career with ServiceNow,” says Cat Lang, senior vice president of education at ServiceNow. “Now Learning is our number one enabler for expanding the community of job-capable Now Platform professionals in step with ServiceNow’s growth.” Register for the Knowledge Digital Experience to learn more. (It’s free.) And check out Now Learning Live. You can also sign up for these sessions:

  • Now on Now: Transforming training & certification to a truly digital experience (SES1262)  

  • Now on Now: How we built a great digital learning experience using our Platform (SES1273)

© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Topics

  • Scaled Agile Framework (SAFe): business man looking at phone while standing on bridge overlooking a city
    IT Management
    How the Scaled Agile Framework (SAFe) truly supports business
    The Scaled Agile Framework (SAFe) delivery model can help IT leaders manage the transition from a stability-focused to a continuously evolving infrastructure.
  • The role of the manager: a manager and employee in conversation on a couch
    Employee Experience
    4 ways Manager Hub simplifies the role of the manager
    As the connective tissue between an organization and its employees, the role of the manager is more complex, and more important, than ever before. Learn more.
  • How delivery giant Yamato uses data science: uniformed Yamato delivery worker
    Customer Stories
    Delivery giant Yamato uses data science to drive growth
    Maintaining operational excellence while dealing with a surge in orders is a key pillar of Yamato’s digitization strategy—one that relies on data science.

Trends & Research

  • Total experience companies outperform: prism refraction with an arrow pointing to the right
    Employee Experience
    Survey says: Total experience-focused companies outperform
  • Customer service: smiling businessman on phone walking outdoors
    Customer Experience
    Survey: 3 tips to deliver world-class customer service
  • Enterprise SRE (site reliability engineering): where service reliability and business agility meet
    Application Development
    Service quality and the rising need for enterprise SRE

Year