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.