The easiest way to get people to love your platform

[ChrisF323949498]

Train your users. Yep, so simple, but I will take a bet most users aren't 'trained'.

Having seen possibly hundreds of implementations, and worked in various sectors and in various countries, one overwhelming thing seems to stand out:
Lots of daily users have no idea on the servicenow basics.

What are the service now basics?

1. The hidden menus:
   1. How to right click on a list cell and ‘filter out’ etc.
   2. Export to CSV, Excel, etc.
2. Switching quickly to a reporting UI, so users can add the dot walked columns they wish to see. E.g. Location of a user, via the incidents list.
3. Filters, Copy URL, Copy query.
4. Column search vs global search
   1. Contains search using the ‘*’ before a word, etc.
5. Multicell selection.
6. Favourites bar
7. Changing when related lists load in user preferences
8. Etc.

It’s all simple stuff admins and servicenow devs know, we do it daily, but do the whole HR team whom also work in servicenow daily know the above items?
I’d bet not, and they’re losing hours and possibly weeks doing everything slowly.

What does this lack of training cause?

1. To put it bluntly, they will hate your platform to begin with.
   
   
2. Then they may stir up some business justification to move away from your platform, and onto something they’ve been trained in, or what they’ve seen shiny marketing videos make look simple.
   
   

It’s one of the easiest efficiencies you can make, yet it gets ignored. 

Action for you: Find a random user of servicenow(search by role or whose been assigned a task outside of IT), in a department that perhaps doesn’t get much love and ask for 10 minutes just to see how they use the servicenow platform.
You’ll likely see they aren’t aware of the various shortcuts - Teach them and watch their face light up like ours did when we first wrote that 'hello world' app 😍

Happy Friday!