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

[Pradeep Sharma]

Hello Jens,

To add, Jakarta introduces an exciting new feature called the Guided Tour Designer. A guided tour provides a way to demonstrate to users how to use a feature. An administrator can create a task demo with callouts to demonstrate how to do something in the instance, such as how to perform a task.

Reference

Getting Started with the Guided Tour Designer in Jakarta by josh.nerius

Guided tours

[HugoFirst]

Hello Jens,

Thank you for posting this question.   I'm learning too by looking at some the the documents mentioned in this thread.   Awesome articles!

ServiceNow is a feature rich tool and I'm not sure I'll ever know all the features available to me.

One thing I might add is include a run down on the process for each application based upon the type of user.   Take the Service Catalog for example.   Users need to know:

- How to make a request;

- How to track the progress of a request;

- How to respond to questions from the people working the request;

- How to know when it is complete.

This is a foundation for the "user as a requester".

Managers, and any approving authorities need to know:

- How to learn when my approval is needed;

- How to approve or reject a request.

Users who are responsible for servicing requests, ( AKA ITIL Users ) need to know:

- How to learn when a request is made, for which I, or my group, has a task.

- How to accept the task and work on it.

- How to ask questions about the task/request so that the discussion is documented in the task.

- How to close the task.

Certainly, these issues will involve the use of the features of ServiceNow. By presenting them in a sequence similar to what they'll see in practice, the users will become more effective in a short period of time.

[Dave Smith1]

ServiceNow is a feature rich tool and I'm not sure I'll ever know all the features available to me. 

Fulfiller training normally covers all the features configured to be available to you, but not the rich array of features that exist - i.e.: it's an subset of features that have been defined for use by each organisation.

One thing I might add is include a run down on the process for each application based upon the type of user. 

That's basically Fulfiller training.   Staff are shown those features available to them, how they are used and what specific things mean (terminology, etc).   One place may never use the Service Catalog - or at least not know it's the catalog (it's in the portal but under a different name).   Another wants Incident Management and Problem Management taught to their first/second line staff so they can find work, pull it in, work it and close records.   A third place wanted three different classes: Request, Change and Reporting.   It can vary greatly, according to the goals of their deployment project.

We cover some basics on our Fundamentals course but these are baseline (OOB) without specific organisational customisations, so students understand vanilla operations.   However, when it comes to training on-premise, each organisation may have different configurations.

[HugoFirst]

Hello Dave,

You are absolutely correct in your reply and I want to reinforce that with some advice I found in another discussion:

"...we're teaching internal staff how their particular setup works - it's been customised to their requirements, it's now down to us (or their internal staff) to show them how they'd use their own toolset.   I've done this at a few sites already, and although there's some similarities, it's a bit like visiting three different restaurants and teaching their chefs how to cook meals on that establishment's menu."

Does that sound familiar?   It should.   It's from your reply to the discussion about Security Incident Response:

Does anyone have a good resource on how to _ USE _ ServiceNow's Security Incident Response?

Your reply was the correct answer to that discussion and it could also serve as the correct answer here.

It's a refreshing alternative to some of the training I've been through which is basically a "tour of the menus and icons" with little understanding of how they help me achieve my goals. We are fortunate to have people like you to guide us through the "puzzle palace" of implementing custom processes in ServiceNow.

Thanks again for your thoughts and excellent advice! and keep up the good work.

[Dave Smith1]

Your reply was the correct answer to that discussion and it could also serve as the correct answer here. 

Ahhh... thought that sounded familiar! Yeah, now just down to jenspalmborg to mark it such!

It's a refreshing alternative to some of the training I've been through which is basically a "tour of the menus and icons" with little understanding of how they help me achieve my goals. We are fortunate to have people like you to guide us through the "puzzle palace" of implementing custom processes in ServiceNow.
Thanks again for your thoughts and excellent advice! and keep up the good work.

Thanks for the accolade!   Being an educationalist, I'm very aware that training should benefit the trainee, improve capabilities in the attendee and sell them on "what's in it for me" - I'm goal-orientated rather than content-focused, so it helps to define "customer wins" right at the onset that identifies a target to aim for.