Ask a Training Expert: Build a Skilled Platform Team

Diana Felsheim — Tue, 09 Aug 2022 18:25:50 GMT

The ServiceNow platform team is a group of experts who support the Now Platform® by establishing, maintaining, and extending ServiceNow as a strategic business in your organization. Whether you are a new or existing customer, have an in-house team, outsource to a certified partner, or a combination of both, the importance of skilled resources is integral to helping achieve your organization's business objectives.

So, how do you determine the roles of a successful platform team?

Your team makeup depends on critical factors, including your ServiceNow instance demographics, platform uses, and your organization's business operating model (plus others). For a deep dive into what your core platform team should look like and additional roles to consider as your organization grows with ServiceNow, check out our Success Insight: Platform Team Roles & Responsibilities document. You'll also find a link to the ServiceNow platform team size estimator to help you get started.

Just know that building your team is not a one-and-done activity; you want to revisit the team's roles and responsibilities at critical milestones.

Now, how do you build up their skill sets?

The next step is to empower your platform team members with the skills they need to thrive in their platform roles. I can tell you that their learning paths depend on their ServiceNow role, current skill sets, and the ServiceNow solutions they'll be supporting. Engage your account team to help build a strategic training roadmap for your ServiceNow experts' present and continued learning. You never know—I may be the training solution consultant working with you and your account team to create the training plan!

To help you get started, consider the following—

No matter the job role or function, Welcome to ServiceNow is a free on-demand course recommended to everyone new to the Now Platform®, from your sponsors to process users to members of your core platform team.
From here, you want your business and technical roles to continue learning with ServiceNow Fundamentals.

Did you know the on-demand version of ServiceNow Fundamentals is running for free through August 31^st, 2022? Upon completion
by this date, learners receive the exam voucher to become a ServiceNow certified system administrator.

Get Started with Now Create is another highly recommended on-demand course for your platform team to empower their ServiceNow experience through guidance and insights to minimize risk and increase quality in your business outcomes.
Then, you want their training to focus on product line-specific (PLS) fundamentals and implementation courses, such as ITSM, CSM, HR, etc., to gain knowledge in the ServiceNow solutions currently in use or to be implemented in future phases in your organization.

For example, if CSM is one of the product lines in your scope, CSM Fundamentals and CSM Implementation are the recommended
courses for members of your platform team—depending on their job function with the Now Platform®.

Encourage and support your team to become ServiceNow certified professionals. Certified professionals perform activities critical to their roles almost 40% more productively than their non-certified colleagues¹.
And don't forget—as your organization grows with the Now Platform®, so does your team and their skill sets.

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The Ask a Training Expert blog is published monthly by ServiceNow Training Solution Consulting team members. For more information about ServiceNow Training and Certification, visit our website. Please comment on this article to see your question featured in upcoming blogs.

¹IDC InfoBrief sponsored by ServiceNow, The Value of ServiceNow Certification to the Organization, Doc. #US47917121, August 2021.

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Ask a Training Expert: Build a Skilled Platform Team