Exploring Creative Ways to Improve Learning & Engagement in ServiceNow Projects

[hellenc]

Hi everyone,

I’ve been thinking a lot about how we approach learning and user engagement within ServiceNow implementations, especially when it comes to training end users or onboarding new team members.

In many projects, we focus heavily on technical delivery which is obviously important but sometimes the learning experience itself doesn’t get enough attention. From my experience, when users are more engaged and can connect concepts to real-world scenarios, adoption tends to improve significantly.

One idea I’ve been exploring is incorporating more creative and reflective methods into training such as storytelling, scenario-based exercises, or even short writing activities that encourage users to interpret workflows in their own words. These approaches can help bridge the gap between technical understanding and practical application.

I’m curious to hear from others in the community

What techniques have you found effective for improving user engagement in ServiceNow training?

Have you tried any unconventional or creative methods that actually worked?

How do you balance technical depth with accessibility for non-technical users?

Looking forward to learning from your experiences and ideas!

Thanks in advance 

[Mark Manders · Accepted solution]

This highly depends on the project. Organizational Change Management is very important but often the companies neglect that themselves and assume that their users will learn it themselves; or the time for training is traded against some extra requirements that came in last minute.

I really think the answer to 'what works best' is depending on the company where the implementation is done. Sometimes you need to take them by the hand while the next project just has some guided tours and that's sufficient. 
It also depends on what the post-implementation situation looks like. Does the company have a full resourced team to take on any future development or is it just someone that get's an extra task to sometimes create a new catalog item?