Around $5,000 per pack if you built this yourself. Your cost? Zero. | Adoption Packs

Now Assist Is Live, Agents are Waiting — Here's How to Make Sure Your People Actually Use It 

 

Technology alone does not transform an organization. People do.  

 

Hi, Community. I love my job.  I'm Kate Collins, Director of the User Adoption team at ServiceNow University. My team's passion is simple — making sure customers succeed with user adoption of the ServiceNow AI Platform. Not just go-live. Real, sustained adoption where people embrace the technology and get genuine value from it every day. And one of the most common things we see? The technology is ready — but the people aren't quite there yet. 

 

AI rollouts move fast. Now Assist gets enabled, the go-live date hits, and the team moves on to the next milestone. 

 

But adoption doesn't happen at go-live. It happens in the weeks after — when a service desk agent decides whether to trust the AI suggestion, when an HR employee figures out whether the tool actually saves them time, when a manager realizes their team has quietly gone back to doing things the old way. 

That gap between "live" and "loved" is a people problem. Training content takes time to build, change management gets squeezed, and the AI features you invested in don't get the traction they deserve. 

 

We built something to help and it’s free and available now.  

 

Introducing the Now Assist Ready-to-Go Packs 

 

These are pre-built, day-one-ready user adoption assets designed specifically for Now Assist. No building from scratch. No waiting for your L&D team to develop content. Just drop them in and go. 

 

Each pack includes: 

• Job aid templates — clear, printable reference guides your users can keep open while they're learning 

• Recorded demo videos — out-of-box Now Assist functionality shown in action, so users see the AI doing real work before they try it themselves 

• Recorded demo video script templates — so you can customize and re-record videos for your organization's specific environment 

Packs are available for: 

• ITSM 

• CSM 

• Employee Service Management 

• Strategic Portfolio Management 

Packs are available for both Workspace and Next Experience UIs where applicable. 

 

Packs are available in six languages: 

• English 

• French 

• Japanese 

• Spanish 

• German 

• Brazilian Portuguese 

The value? Around $5,000 per pack if you built this yourself. Your cost? Zero. Free. On us. 

👉 Access all the Now Assist Ready-to-Go Packs here 

 

Why We Built These 

 

Technology alone does not transform an organization. People do. 

Most rollout approaches focus on configuration, go-live dates, and feature checklists. What they miss is the human layer — equipping the agents, employees, and managers who actually need to change how they work every day. 

 

When people understand what Now Assist does, why it helps them specifically, and how to interact with it effectively, adoption accelerates. Productivity and consumption improves. The ROI your leadership expected actually shows up. 

 

When one of our customers made the decision to invest in training their people on Now Assist, the impact was immediate and measurable: 3,000 agents trained, with a 40% increase in knowledge. Since the rollout, user productivity has improved significantly. Help desk teams now use precise prompts to instantly generate case summaries and access relevant historical data, allowing them to quickly understand customer issues without time-consuming manual research. This shift has transformed day-to-day operations, enabling users to focus more on complex problem-solving while the AI efficiently handles routine tasks. 

 

The technology was ready. The readiness program is what turned it into impact. 

The Ready-to-Go Packs are built on that same principle — giving your people the knowledge and confidence to make Now Assist work for them, not just the platform. 

 

What's Inside — A Closer Look 

 

Each pack is designed to be immediately usable with minimal customization. The recorded demo videos show real Now Assist features in context. The job aids give users a quick-reference companion they can return to after training. The script templates mean you can re-record a video in your own instance in an afternoon, not a week. 

 

And the best part? You can use these assets just about anywhere: 

• Drop them into knowledge articles directly in your ServiceNow instance 

• Link them to embedded help for training at the point of need 

• Share them in Teams or Slack 

• Load them into your LMS or post them on SharePoint 

• Attach them to awareness emails so users know what's coming before go-live 

Whether you're a team of 5 or a global enterprise, the format works — and so does the flexibility. 
 

 

Who We Are 

 

The ServiceNow University User Adoption team helps customers turn platform investments into real business outcomes — not by focusing on the technology alone, but by preparing the people who use it. 

Drawing on experience across hundreds of rollouts, we deliver expert-led engagements, customized training content, change enablement coaching, and adoption strategies tailored to each organization's culture and goals. 

The goal is always the same: give your people the knowledge and confidence to work successfully on the ServiceNow AI Platform, and give your organization a repeatable framework for every rollout that follows. 

🔗 Visit the ServiceNow User Adoption homepage 

 

Access the Packs 

These packs are free for a limited time. There's no catch and no sales call required. Just go get them. 

 

👉 Now Assist Ready-to-Go Packs — download here 

 

If you've already downloaded a pack, drop a comment below — what was your biggest challenge getting users on board with Now Assist? Let's learn from each other. 

 

 

Views expressed are my own and do not represent ServiceNow, my team, partners, or customers.