How to train your employees on the ServiceNow platform – 6 helpful tips

You have started the road to Service Management and have already taken the first miles by implementing ServiceNow. All is set up, processes are defined and your people want to start to work with the tool, but… they are lacking the ServiceNow skills they need. Or you upgraded to a newer version of ServiceNow and have to make sure users master the new features available. In other words, they need to be trained in order to use ServiceNow in an efficient way.

We have collected some useful tips on how to train employees, accelerate user adoption and make your ServiceNow project or your ServiceNow upgrade more successful.

1. Wiki
Collect common questions in your own central document or tool (why not using ServiceNow Knowledge Base for example) and make it available to users. Whenever they have questions about the tool, they can search within the wiki for an answer. Instead of creating your own wiki you can also use ServiceNow Docs, or its  former self: ServiceNow wiki. It is rich in information and can help your users in moments of doubts.

2. Training videos
Self made explanation videos or tutorials can help people to get trained on ServiceNow. You can either produce them yourself or outsource this task to one of the many providers. ServiceNow also provides training videos for free that can help increase tool adoption.

3. Walk Me
WalkMe is a cloud based guidance and engagement platform that guides users and drives them to action within any online experience. Fruition Partners has developed their own WalkMe guides for ServiceNow instances, providing on-screen step-by-step guidance at the moment of need, so that users can work efficiently and successfully. With this tool you can get your users up to speed in no time, increase your team productivity, and reduce errors and interruptions.

 

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4. Train the trainer concept
A concept we truly believe in at Fruition Partners is the train the trainer concept. Train a few people in your company and let them act as trainers for all other users. They can serve as main contact person for user’s questions and troubles.

5. Online Learning courses
Let people learn at their own path with the online learning courses provided by ServiceNow. This is a very flexible learning method as they can watch the videos at the time they prefer and at their own rhythm.

6. Training with a certified trainer
If you prefer a professional partner by your side you can book one of our tailor-made trainings. Fruition Partners has the highest number of trainers in Europe, all of whom are ServiceNow certified. Training sessions can be delivered in English, French, German, Spanish and Russian either in our classrooms or on your own premises.

We consider the training of users an important part of the ServiceNow journey. This is why we recommend to plan enough time and resources for it. Have you already used one of the above mentioned methods to train your employees? Which one is your preferred one? Get in touch if you’d like to discuss your training needs and how to best tackle them


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Carmen Schaefer
Carmen is Events & Communications Specialist at Fruition Partners Europe (ex-Aspediens). When she is not tweeting about Fruition Partners or managing all those event-related topics, she writes inspiring stories and loves to discover the latest innovations in the (IT) Service Management world.
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