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

[Amar Tejaswi]

Hello Jens, 

Admin training is totally different from end user training. And to be frank, admin training is a little more simpler than end user training because its more generic. End user training is trickier because of end user behaviour. Your end users, I am sure, would really be concerned just about registering incidents and so on. End users are generally like that. They don't use everything in a platform. They only use some parts of it. Like your users would be concerned about registering calls, incidents etc, as you mentioned, but not the other aspects depending on their job roles.

So another segment of end users would be concerned other aspects of the application. So, it makes sense to ensure that you only teach them what they need. Which also means that your training should be segmented.

Fulfiller training is good but it suffers from the same problems as any other training and is too expensive, according to me. 

Let's be honest, end users will not sit through hours of training and even if they do, it won't serve their purpose. The better solution would be to automate end user training so that there is no trainer or person. It's just an application showing each end user how to get a task done in realtime inside ServiceNow. Something like this. 

You can do this with Whatfix. If you want to read more about how this is done, check this article on ServiceNow training and support.

Cheers. 

[Dave Smith1]

And to be frank, admin training is a little more simpler than end user training because its more generic.

The content of admin training is generic, but each course is delivered differently because the audience still expresses their individual needs.  If anything, I'd say it's more challenging since trainers need to tailor content on-the-fly, as opposed to end-user when requirements and tailoring have already been done as part of the course design.

Your end users, I am sure, would really be concerned just about registering incidents and so on. End users are generally like that. They don't use everything in a platform. They only use some parts of it. Like your users would be concerned about registering calls, incidents etc, as you mentioned, but not the other aspects depending on their job roles.

Correct: end-user training centres around what these end-users want, such as raising incidents, using the catalog, tracking requests, reviewing and approving changes, etc.

Let's be honest, end users will not sit through hours of training and even if they do, it won't serve their purpose.

Why?  Fulfiller training can be 2-4 hours per process, and the point of training needs analysis and process consulting beforehand ensures that their objectives are clearly identified and agreed so that the training is designed specifically to serve their purpose.

The better solution would be to automate end user training so that there is no trainer or person

.. to ask questions nor discuss specific aspects of the training?  That's not end-user training, that's end-user videos.  The point of instructor-led training is so that attendees learn, rather than simply watch.

I have no issues with self-paced learning content, but they're fixed information delivered one-way only.

You can do this with Whatfix.

One of your workforce has already been reported for trying to promote your company on here - don't be the second.

[Amar Tejaswi]

Dave Smith I fully agree with you on some aspects while I beg to differ on some, especially related to end user training. 

1. True that sometimes trainers need to tailor content on-the-fly for admins while end user training course design would already take into consideration their requirements and have the tailoring done beforehand. My point was that you need to tailor end user training based on segments of users and these segments can be a lot. 

2.  I disagree with you on the next two points that you made. I am not specifically arguing against Fulfiller Training but in general against an instructor led training only approach.

One, because its not scalable for large workforces. I can quote from the '2018 LinkedIn Workplace Learning Report' to say that as the workforce increases in size, scalability becomes a big issue and companies start dedicating more budget to non-instructor led training methods.      

Two, irrespective of the roles, the workplace is completely changing with each day. Again, I can quote from the LinkedIn Workplace Learning Report to say that a very big challenge for managers and trainers is to make time for employees/end-users to learn. Even if they solve this problem, another finding from the same study is that 58% employees want to learn at their own pace and 49% employees want to learn at the point of need. Which means that the point of training needs to coincide with the point of training. 

3. The need to automate training directly stems from the above argument. I would also want to respectfully point out that you misinterpreted the video I shared in my post. It's not a video that end users watch but a video of how each end user is being guided through each step of what they have to do inside ServiceNow.  So, end users are actually doing while learning inside ServiceNow. That's much faster way of learning.   

I agree with you when you say that end users need to learn and not simply watch. But isn't that the case when you are training a very big number of end users? How do we measure if they are actually learning and analyzing? Theoretically, there is scope for two-way exchange in instructor led training but practically, isn't it one way a lot of times?

Having said that, I wouldn't say that end user training should be completely automated. We have sales automation, marketing automation, AI, ML and all kinds of stuff. But that doesn't take the people out of the process. I think that training should be blended whereby there is a healthy mix.

I would love to take this discussion forward. It helps me learn as well. Thanks so much.     

[trishjohnson]

Jens, have you checked out ServiceNow's Champion Enablement section? It is HANDS DOWN the best material you're going to get on this topic.  Templates galore...  tips and tricks from customers who've gone through it  

Check it out! Prepackaged comms you can brand and use as your own.  It's my unicorns and rainbows of the Community. 🙂 

@bimalatullock

[trishjohnson]

Within ChampionEnablement here is a GREAT video on navigating both the PROVIDED training and communication plan they give you as well as what each template and document is for.  

Navigation Video - Communications & Training

Again, MOST VALUABLE PART OF COMMUNITY to those responsible for Governance, Training, Comms, SN team managers, etc...