Build an internal team of ServiceNow experts and train users

What's in this Success Playbook

Get ready to learn the effective methods for building ServiceNow® and service management expertise at your organization. This playbook will help you manage ServiceNow as a program of action and transformation, and it’ll help you:

  • Determine the team of experts you need to support the Now Platform® and the training required to build this team’s ServiceNow expertise 
  • Identify what you need to know to train process users and the broader organization of users
  • Understand the need for career development and learning as ongoing activities

Key takeaways

The most important things to know

Don’t make training and skill development a one-off activity. It should do more than meet your initial implementation requirements. Make training and skill development for your ServiceNow team, process users, and customer base an ongoing process, and build a comprehensive set of skills and knowledge to get your users on board with using the platform.

The payoff of getting this right

  • Effective training gives your ServiceNow platform team the expertise to teach others how to make the best use of ServiceNow capabilities.
  • When you train your process users effectively, you’ll meet your adoption targets faster and be well on your way to achieving your business objectives.

Steps covered

Step 1: Determine the expert resources needed on a ServiceNow platform team

  • When you create your ServiceNow platform team, consider what you need to support your business outcomes.
  • Include business skills in your training and development plan so your platform teams can more thoroughly support your ServiceNow transformation.

Step 2: Develop a training plan to build up ServiceNow expertise

  • Train your ServiceNow platform team before you start implementation so you can be sure you use ServiceNow effectively.
  • Use the ServiceNow training and certification guide to identify training paths and certification opportunities for each role on your platform team.

Step 3: Develop a product training plan for ServiceNow process users

  • Collaborate with process and service owners to build a curriculum that reflects how you should work in ServiceNow.
  • Build ongoing support for training and new work processes from senior leaders and the line managers of process user teams.
  • Plan to complete training 15 days before your go-live date, conduct train-the-trainer sessions even earlier if you have a lot of users to train—and make training required.
  • Create multimodal training materials.

Step 4: Extend service management training to the broader organization

  • Focus your training on explicit use cases to demonstrate value, and keep them short to overcome change inertia.
  • Build exposure to training opportunities using marketing tactics, like flyers in high-traffic areas, social media channels, gamification, giveaways, etc.

Step 5: Build career development and learning

  • Give your ServiceNow team access to different growth opportunities they can explore as potential career paths.
  • Designate time and resources to ongoing career development and learning related to ServiceNow and service delivery, and work with your executive sponsor to champion the effort.
What you need to get started
What you need to get started
Awareness of the ServiceNow products your organization plans to implement
When you should start this activity
When you should start this activity
Start planning how you’ll resource and train your ServiceNow platform team before you start your ServiceNow implementation. This way, your team is developing the skills and knowledge it needs to be effective as you go live.
What else you should read

Related resources

Success Checklist

Build an internal team of ServiceNow experts and train users

Download our ready-made action plan to build expertise and develop training.


ServiceNow training and certification guide

Identify training paths and certification opportunities for each role on your platform team.

Gain insights, get custom action plans, and achieve your goals faster.

Our Success Navigator will assess where you are in your implementation and guide you, step by step, from vision to value.