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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.

What you need to get started

Awareness of the ServiceNow products your organization plans to implement

When you should start this activity

Before you start your ServiceNow implementation

More resources to check out

Frequently Asked Questions

Build a ServiceNow platform team

Get answers to common questions on building a platform team for managing ServiceNow.

Web App

Platform Team Estimator

Use the Platform Team Estimator to find out how many people you need to build your team—and get a shareable estimate.

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.

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.

Now Learning

Training and certification

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