ServiceNow helps organizations in every industry work smarter, faster, and better. Our workflow solutions deliver business value by bolstering efficiency, increasing agility, unleashing innovation, and transforming experiences. However, to realize that business value, ServiceNow customers need to successfully roll out their ServiceNow solutions and drive user adoption. Unfortunately, traditional approaches to launching enterprise solutions often just focus on technology, neglecting perhaps the most critical success factor - empowering the people who use the solution. They also are not tailored to unlock the unique benefits and power of the Now Platform®. As a result, these traditional approaches can lead to poor adoption, unhappy users, and disappointing return on investment. That is where ServiceNow User Adoption Solutions come in. By applying ServiceNow’s experience across thousands of successful rollouts, these training and adoption solutions ensure that customers realize more value faster, maximizing the benefits of their ServiceNow investments. They equip users with the knowledge they need to do their job successfully on the Now Platform. As a result, customers realize increased adoption, high levels of user satisfaction, and accelerated return on investment. ServiceNow User Adoption Solutions are designed for customers who want to invest in driving adoption of the Now Platform and are available for all industries and geographies. They are ideal for organizations that are about to go live with a Now Platform solution, as well as those that have gone live but need help increasing user adoption. Overview of ServiceNow User Adoption Solutions: 1 ServiceNow User Adoption Solutions Drive user adoption to maximize the value of your ServiceNow investment Self service User adoption packages Need more? Introduction to user adoption On-demand course on how to create a successful change enablement program using the ServiceNow change enablement methodology (on Now Learning). Get started with our best practices. User adoption ready-to-go packs These are available to purchase on Now Learning à la carte or via packages for various applications and platform processes. Select what you need when you need it. User adoption packages by tier Expert engagement led by the ServiceNow User Adoption team. Let us create the content you need to train your users and ensure the successful adoption of the Now Platform. Packages are sold in tiers based on the number of applications in scope. Modern, agile, and designed to meet the needs of your user population. Add-ons to a user adoption package Available with an existing adoption package, add more, such as customized instructor-led training, recorded demo videos, QRCs. job aids, or eLearning courses. Top it up! More than five applications? For customers who are going live with more than five (5) applications, consult a Training Account Executive. Let us create a customized solution for you. Benefits Realize more value faster Drive adoption by giving your users the knowledge they need to do their jobs successfully on the Now Platform. Tailored for your business Accelerate success with customized training that responds to your unique needs, organizational dynamics, and culture. ServiceNow expertise Delivered by ServiceNow experts committed to your success. Proven results Grounded in ServiceNow experience across thousands of successful rollouts. A true partnership Get a future-proof framework for successfully rolling out new ServiceNow solution - without the need for additional ServiceNow User Adoption Solutions. I was really impressed by how ServiceNow’s User Adoption team partnered with us to understand our change processes and develop content that supported this. Sabina Galant Flight Centre User Adoption Packages: Work with ServiceNow experts Let ServiceNow create the content you need to train your users and ensure successful adoption of the Now Platform. User Adoption packages are engagements led by expert ServiceNow’s User Adoption leads and include everything you need to get your people ready for go-live and beyond. There are four packages available, ranging from adoption of a single Now Platform application to the adoption of five applications. Once you purchase a User Adoption package, you can also add extra customized deliverables, including eLearning courses, RDVs, ILT delivery days, job aids, and QRCs, for the same application or applications for where content is being developed in the package. Available application packages: If you have an application you need user adoption support for not listed above, please contact useradoption@servicenow.com. 2 The type of custom training that ServiceNow delivers makes it easy for people to self-serve, which is a huge advantage. Danielle Cooper Senior Director, IT Operations Enablement User Adoption ready-to-go packs Platform Packs (9) Platform Packs (9) Unlimited access (over 20+ Packs) Unlimited access (over 20+ Packs) Customized instructor- led demo user training 1 application 2 applications 3 applications 5 applications Customized recorded demo videos (RDVs) 1 application 2 applications 3 applications 5 applications Customized job aids and quick reference cards (QRCs) 1 application 2 applications 3 applications 5 applications Adoption coaching sessions Included in change plan Included in change plan Customized communications plan Organization specific Stakeholder specific Stakeholder specific Customized integrated change plan and strategy for successful adoption Continuous adoption strategy coaching Tier 1 Going live with 1 application Tier 2 Going live with 2 applications Tier 3 Going live with 3 applications Tier 4 Going live with 4 or 5 applications Now Platform • Navigate the Now Platform • Portals • Reporting • Knowledge Management ITSM/ITAM • Incident Management • Problem Management • Change Management • Request Management • Major Incident Management • Configuration Management • Hardware Asset Management • Software Asset Management Employee Service Management • HR Case Management • HR Enterprise Onboarding Strategic Portfolio Management • Project and Portfolio Management • Resource Management • Demand Management • Agile Development Customer Service Management • Customer Service Case Management • Field Service Management Security and Governance, Risk, and Compliance • Security Incident Response • Vulnerability Response • Audit Management • Policy and Compliance Management • Risk Events • Risk Management • Third-Party Risk Management Workspace and Next Experience UI Next Experience UI only Workspace UI only Business unit and individual applications Use our ready- to-go pack assets to boost your organization’s user adoption Strategic user adoption assets Expertly crafted and highly valuable, our user adoption training and change assets are designed to deliver immediate impact. Multiple applications User adoption packs are available for the most commonly used applications, core platform processes, and change enablement. Best practices We have handpicked our most versatile and effective templates, videos, and other adoption resources to ensure you can begin immediately. Easy to use Can be used as-is for immediate deployment or easily customized to meet your specific needs. Build your own ServiceNow User Adoption journey ServiceNow User Adoption Solutions provide self-service options if you want to use ServiceNow leading practices to drive user adoption. These include: • Introduction to User Adoption on-demand course on Now Learning: This covers the foundations of user adoption based on ServiceNow leading practices and experience across thousands of implementations. Learn how to create a successful change enablement plan, build a champion network and raise awareness, and create a modern and agile training and communications plan that is tailored for your organization. Available on Now Learning. • ServiceNow User Adoption ready-to-go packs. These are handpicked collections of high-value, strategic user adoption assets that are easy to use and designed to deliver immediate impact for your organization. They are available for the most used Now Platform applications, core platform processes, change enablement, and they include versatile and effective templates, videos, and other adoption resources. Ready-to-go packs are available to purchase on Now Learning. These are sold per application, available via Now Learning, and include: 1. Set of out-of-box functionality recorded demo videos (RDVs) (up to 20 minutes of content) 2. RDV script templates used to make the videos 3. QRC template (two pages) 4. Job aid templates (up to five) © 2025 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks a re trademarks and/or regis tered trademarks of ServiceNow, Inc. in the United States and/or other countries . Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. SN-DataSheet-ServiceNowUserAdoptionSolutions-03122025 servicenow.com Questions? Contact useradoption@servicenow.com ? Now Platform packs • Navigate the Now Platform • Reporting • Knowledge Management • Portals ITSM/ITAM packs • Incident Management • Problem Management • Change Management • Request Management Employee Service Management packs • HR Case Management Strategic Portfolio Management packs • Project and Portfolio Management • Demand Management Customer Service Management packs • Customer Service Case Management Change Enablement packs • Change enablement key assets (Communication templates, change plan template, champion enablement templates , etc.) Workspace and Next Experience UI Next Experience UI only User Adoption ready-to-go packs: Available applications