How ServiceNow custom training is helping British Telecom drive innovation

[Deaddin Edris]

A great story from one of our customers on the impact of Custom Training at British Telecom. In Cesar Agusto Negri de Oliveira's own words:

"Hello everyone! I’m Cesar Augusto Negri de Oliveira, and I’m the Service Operations Squad Lead at British Telecom in Hungary. Today, I want to tell you about how ServiceNow custom training is helping us to successfully launch innovative new products at BT.

My team is part of an organization that’s leading a digital transformation project to deliver cloud-based products using a new system stack. Because we want to get to market quickly and evolve these products based on customer feedback, we’ve adopted a minimum viable product (MVP) approach.

Of course, great customer support and outstanding service operations are absolutely critical when you’re launching new digital products. You only get one chance to get this right — we want to deliver a great customer experience from day one, which is why this is such a priority for us.

We recently adopted ServiceNow as our strategic CSM and ITSM platform, and we’re using it to support our new cloud product MVPs. Because we’re new to ServiceNow, we needed to bring our key operations teams up to speed as quickly as possible. That’s why we decided to request custom training from ServiceNow.

We’re glad we did. With custom training, our key operations stakeholders now have the in-depth knowledge they need to effectively support our product MVPs with ServiceNow. The ServiceNow training team worked with us to understand our processes and adapted their core ITSM training so it was a perfect fir for the way we work. The recorded demos were also a huge help, as were the custom slides and exercises their trainers used. And because ServiceNow also delivered train-the-trainer sessions, our own BT training team is ready to respond to further training requirements.

I highly recommend ServiceNow custom training. In my experience, it really focused on our company’s specific needs and processes. And it definitely accelerated our users’ learning curve, so we’re now well positioned to drive even more innovation for our customers."

Check our portfolio of Custom Training and Adoption solutions and learn how they can help your organization achieve success with ServiceNow.