My initial answer to this question is “early and often!” But how does that actually fit into your digital transformation plan? When is early too early? Or is it ever too late for training? And what training should occur when?
These are all great questions. Although there is not a one-size-fits-all answer, I will share some best practices for what we have found to be successful for your internal ServiceNow teams.
Remember that training is more than just preparing your teams to do their jobs and increase adoption. Getting your teams trained at the right time also increases operational efficiency by equipping your technical team with advanced platform skills.
In last month’s blog, Sara shared a 30,000 foot overview of an enterprise-wide training plan. I’m going to reference those same groups that she discussed as I reinforce the type and timing of this training.
These are all great questions. Although there is not a one-size-fits-all answer, I will share some best practices for what we have found to be successful for your internal ServiceNow teams.
Remember that training is more than just preparing your teams to do their jobs and increase adoption. Getting your teams trained at the right time also increases operational efficiency by equipping your technical team with advanced platform skills.
In last month’s blog, Sara shared a 30,000 foot overview of an enterprise-wide training plan. I’m going to reference those same groups that she discussed as I reinforce the type and timing of this training.
- Sponsor and Partner training comes in the form of platform demos, ServiceNow Foundation videos, and communications that help showcase the value and how that aligns to the business, allowing these sponsors to speak to the “why” of this digital transformation. These demos should occur during pre-sales and early in each project cycle, as ServiceNow helps to transform new areas of the business.
- End users receive most services via a Service Portal interface. Their training will be targeted as “just-in-time” and be consumed when they need it, directly on the Portal, at go live. This could be in the form of a recorded demo, quick reference card, or even interactive guided tour, based on this population’s training needs.
- Process users are the “worker bees” and are the backbone of day-to-day business in the platform. They are most successful when they see the transformation ahead of go live and customized to how everything will look in the environment. This training is delivered 1-2 weeks prior to go live in a classroom environment, as well as through “just-in-time” interactive guided tours, or eLearning, and quick reference cards as post-training aides.
- Business users (often called process or service owners) understand the “art of the possible” and should take foundational technical training with their technical counterparts (whenever possible) before implementation workshops occur. This allows them to get the most out of (and contribute to) these initial workshops, which are crucial in shaping the future of the transformation. It also builds the framework for communications between the business and technical users.
- Technical users get “into the weeds” to understand both the everyday support, and how to help “change the business,” with guidance from the business users. Pre-workshop fundamentals and implementation training courses set this group up for a successful implementation and transition from either a vendor or ServiceNow professional services engagement. Technical Users also benefit from advanced course offerings (like System Administration Advanced or Scripting in ServiceNow Fundamentals) after several months working on the ServiceNow platform and building a solid foundation on which to extend their platform knowledge.
And don’t forget the timing for Organizational Change Management (which we can support through our Change Enablement program). Ideally, Change Enablement should kick off early and engage teams throughout the implementation process, supporting the overall alignment of business objectives with adoption. However, any time a significant change is being made, consider Change Enablement to guide and strengthen the change message and the training.
Well, we just covered a good deal of information around the audiences and timing for their training. Don’t worry if your project has already begun, or if it won’t start for months. We recognize that there are nuances to every training plan from timing and audience differentiation, to how to best leverage foundational and supplemental education. Just Ask the Experts, we are here to help!
Let us know how our blog series is helping your transformation, or if you’d like to see us tackle a particular topic.
Well, we just covered a good deal of information around the audiences and timing for their training. Don’t worry if your project has already begun, or if it won’t start for months. We recognize that there are nuances to every training plan from timing and audience differentiation, to how to best leverage foundational and supplemental education. Just Ask the Experts, we are here to help!
Let us know how our blog series is helping your transformation, or if you’d like to see us tackle a particular topic.
--------------------------
The Ask a Training Expert blog is published monthly by members of the ServiceNow Training Solution Consulting team. For more information about ServiceNow Training and Certification, visit our website. Please comment on this article to see your question featured in upcoming blogs.
