End-user training

[jp421]

I've found a lot of documentation how to train and learn service now as an admin, what I didnt find was training for the end-user. We will train about 1500 people to use Service now, Jakarta, by filtering lists, navigation in the system and basic for the end user who registers call, incidents and so on.

Can anyone provide me with good links or materials for end-user training? (Jakarta is preferable)

/ Jens

[Paul Curwen]

Hi Jens,

The are lots of good training videos at these two links:

NOWsupport - YouTube

ServiceNow Foundations Videos

Hope these help. You will need to produce some of your own material depending on your configuration/customisation

Regards,

Paul.

[jp421]

I think that the videos in some cases confuses the end-user, because the operator uses the system administrator role. Example, the operator involves parts like impersonate user and so on. That functionality will be asked to be used from the end users and you have to steer them of with this kind of things. Would be good if the operator only would have shown navigation and lists etc.

Thats why Im looking for other kind of material.. Unfortunatly.

[Goran WitchDoc]

When my old company implemented ServiceNow, we trained all fulfillers as well. There wasn't much documentation either, so we wrote it all our self and put a lot of effort into our processes there as well.

Basically it was something like:

1. Basic ServiceNow things. Here we had stuff like list views, how to filter and so. How the UI looks like, favorites, filter in navigator, reports, how fields behave in the form. Watch list and so.

2. Then we have one part for each process we wanted people to work with. Ex. Incident, change etc. Here was more practical things where the participants could do more hands on with small "labs" that we had made up.

[Dave Smith1]

Jens Palmborg wrote:

I think that the videos in some cases confuses the end-user, because the operator uses the system administrator role.

That's very true, actually.   I've seen too many demos using a privileged account, rather than a non-admin user.

Would be good if the operator only would have shown navigation and lists etc. 

Thats why Im looking for other kind of material.. Unfortunatly. 

What you're after is "Fulfiller training" (sometimes called "Process training"), but there's no standard materials because the training is customised to specific organisational processes.

For example, I did training for one company where they have one RITM (not several) per REQ.   For another customer, they had some customisations on the Incident form that I had to cover.   For a third customer, I had to show them how their portal worked.

If you use the platform baseline without making any changes/customisations/branding, then yes, there could be some training that covered basics.   However, that's not the intention and during implementations the subject of end-user training is discussed with questions about what and how is to be covered.