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Roles and training for your ServiceNow platform team

Why this is important

You need effective methods for building ServiceNow® and service management expertise at your organization. That includes determining the experts you need to support the Now Platform® and the training required to build this team’s ServiceNow expertise. You’ll also need to know how to train process users and other users. These resources give you the information you need to do just that.

Steps covered

1. Determine the expert resources needed on a ServiceNow platform team
2. Develop a training plan to build up ServiceNow expertise
3. Develop a product training plan for ServiceNow process users
4. Extend service management training to the broader organization
5. Build career development and learning

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.

More resources to check out

Success Playbook

Build an internal team of experts and train users

Learn how to build a training curriculum to support ServiceNow management and adoption.

Success Checklist

Build an internal team of experts and train users

Download our step-by-step action plan for building your internal team of ServiceNow experts.

On-Demand Webinar

Build a Team of ServiceNow Experts for Your Organization

Learn the essential steps for building an internal team of ServiceNow experts and training users.


ServiceNow platform team sizing modeler

Use this interactive excel-based tool for guidance on staffing your ServiceNow platform team.

Success Insight

Platform team roles and responsibilities

Learn about the roles and responsibilities that should make up your ServiceNow platform team.

Success Template

Platform team charter

Use this customizable template to build a charter for your ServiceNow platform team.

Success Quick Answer

What pitfalls should I avoid when training process users?

Learn how to avoid six common pitfalls when designing your ServiceNow process user training program.

Success Insight

Define your ServiceNow operating model

Learn how to define and build your operating model for ServiceNow.

Now Learning

Training and certification

Check out how you can build your expertise and realize ROI faster.