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Tips For Building The Ultimate User Centric Training Plan
Tips For Building The Ultimate User Centric Training Plan
Tips For Building The Ultimate User Centric Training Plan
ServiceNow Blog
July 2020
By Amy Rollier
Training is an integral part of any new process or technology implementation and user
adoption is at the center of it. A holistic training plan is one that considers all impacted
stakeholders and their varying levels of interaction with the platform.
Technical Users work "under the hood" with the platform either in platform administration
or developer roles, or they are the folks from the business that need to have a solid
understanding of how the platform works.
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© 2020 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Let’s take a closer look at the top three technical learner types:
• System Administrator is responsible for maintenance of the platform and therefore
needs foundational and advanced knowledge of the core platform.
• Developers develop new and extends existing platform features and applications.
They require advanced knowledge of the core platform and all no-code, low-code,
and pro-code platform features.
• Implementers are responsible for the initial setup of the platform or product line.
They must be familiar with platform configuration principles that maximize
supportability, maintainability, and upgradability for long-term success.
Learning Paths
Once you have your learner types identified, you can look at the learning paths
available for them. Our on demand learning portal, Now Learning makes this as easy as
can be. From the homepage you can search for training by Role, Level and Product
specification such as Customer Service. You can select all your none of these for your
search. We recommend at least selecting one, such as the role, so you can see what
the learning path is for that role.
Taking the System Administrator role as an example, there is a prescriptive learning path
available that walks the trainee through what courses to take, what simulators are
available, what certifications to achieve and also micro certifications that are
available.
Learners do best when they gave a wide variety of learning formats available to them.
So, create a blended learning approach that builds on up to go live and reinforces best
practice after go live. The formats you choose may depend on your circumstances
such as timing, team member availability, budget, travel restrictions, and so on.
Want more? Check out our Customer Webinar, “Building the Ultimate User-Centric
Training Plan” on July 16. This webinar will also be available On Demand our website
after the event.
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© 2020 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.