Collaborative Work Management (CWM) is designed for broad adoption across teams, roles, and work types—which makes its rollout look a little different from structured SPM deployments. Where SPM often relies on defined personas and train-the-trainer models, CWM requires a more scalable, flexible approach to onboarding and engagement. Whether you're rolling out to thousands of users or just a few cross-functional teams, here are our recommendations for training, feedback collection, and upgrade planning.
👨🏫 Training at Scale
CWM training should prioritize self-service, reinforcement, and visibility over time.
Stay up to date on the latest features using these resources which will be updated with each new release:
- Quick Start Guide: your one-stop shop for CWM Resources
- Delta Deck content and Blogs: all current and past delta deck content will be published here
- YouTube videos: Short How-To videos that are published a few months after features are released
- Community webinars: Check here for webinars on CWM, SPM, and EA, including quarterly “What’s New” presentations and ad-hoc CWM-focused events.
- Vision Series: Tune into our bi-annual Vision Series to hear about our latest roadmap. (You may need to request to join the SPM private community group.)
Leverage those resources to train your user community:
- Share How-To videos and tutorials
- Host “What’s New” live training sessions with each major release
- Email users about new features with short summaries and links to more information
Additionally, we aim to provide users with in-product training to highlight new features, such as in-product tours, help videos, and help texts.
💬 Collecting Feedback from a Broad User Base
CWM usage tends to be more distributed, so feedback needs to come from across the organization—not just a central group of power users.
Recommended Tactics:
- To internally collect feedback from you users we recommend enabling the Idea Portal within your ServiceNow instance and directing users there to submit product feedback. The ideas submitted from the Idea Portal will automatically appear in the Feedback application within Strategic Planning.
- Review Ideas within the Feedback application
- Consolidate related ideas to Product Ideas
- If the feedback can be addressed internally (such as a configuration change, workflow, or integration), connect the idea to a Planning item in Strategic Planning to track, prioritize, and deliver the change.
- If the feedback cannot be addressed within your organization (such as product enhancements), submit an idea via ServiceNow’s Idea Portal on Community
- Run email surveys to gather usage insights
- Designate team leads as feedback champions
🛠️ Upgrade Cadence
The CWM product is evolving and adding new features every release. To take advantage of the latest capabilities, we recommend regular upgrades.
Our Recommendation:
- Upgrade the store app every quarter, or at least once per family release
- Pair upgrades with user-facing communications and optional training
- Use each release as a moment to re-engage users and highlight new value
