Establishing training needs for your ServiceNow project

What's the issue?

One often overlooked or under-delivered workstream within ServiceNow implementation projects is training. Sometimes, experienced delivery professionals and implementers are so used to the platform, that they take their knowledge of the core features and functionality for granted and do not provide sufficient training to the end users. Alternatively, time pressures and lack of resources mean that any planning or creation of training is de-prioritised and left to the last minute, or not even completed at all. In our opinion, this is the single most important aspect of the project and each organisation should assess their individual training needs to ensure success. After all, you could build the best system in the world, but if the end users don't know about it or how to use it then there is only one outcome. The project will be deemed a failure, and the system will be disregarded as "useless".

What's the solution?

So, how do we overcome this and accurately establish the organisational training needs of a ServiceNow project?

The primary step involves a comprehensive identification of the stakeholders who will be utilizing the new ServiceNow solution. For example, in a large corporation, these stakeholders could range from project team members responsible for managing the platform, executive sponsors who champion the solution at the C-suite level, to end users who are daily operators of the system. Additionally, external stakeholders, such as third-party vendors who provide ongoing maintenance, or clients who interact with the solution via customer service, also need to be considered.

After a complete stakeholder identification, the next important step is the assessment of their individual and collective training needs. For instance, an IT manager may require training in platform administration, while a call center representative might need training in ticket resolution using the ServiceNow interface. This process includes a detailed evaluation of their existing skills and knowledge base, their specific roles and responsibilities within the organisation, and any particular training necessities unique to the organisation. Special considerations might include industry-specific requirements or mandatory regulatory compliance.

Parallel to evaluating stakeholders' training needs, the development of a robust training plan becomes essential. For example, if the identified training needs vary widely across roles, creating custom training materials catering to each role might be the best approach. Alternatively, if the stakeholder group is small and located in a central location, delivering instructor-led training sessions might be most effective. Online resources (e.g. ServiceNow Docs) and support, such as instructional videos and FAQs, can provide ongoing, asynchronous assistance. The plan should be customised to the organisation's specific needs and be geared towards enabling stakeholders to fully leverage the ServiceNow solution.

Equally crucial to establishing the organisational training needs of a ServiceNow project, and delivering successful business change, is effective communication. It is imperative that stakeholders are kept informed about the training progress, and their questions or concerns are addressed promptly. This could be managed through regular meetings or updates, providing online resources, and offering support mechanisms to aid stakeholders in understanding and adapting to the new solution.

To summarise, the success of a ServiceNow project hinges largely on the careful establishment of organisational training needs. By identifying the stakeholders, understanding their training needs, and developing a responsive, comprehensive training plan, we can ensure end users possess the knowledge and skills they need to make the most of the new ServiceNow solution.

How can The Process Play help?

As an experienced team of Digital Transformation Experts, The Process Play deeply appreciates the importance of thoroughly establishing and defining the organisational training needs inherent to a successful ServiceNow project. We advocate for strategic measures to guarantee end users are equipped with the requisite skills and knowledge to effectively operate the new solution, and starting the planning for how to deliver this as soon as possible.

If you want to discuss how we can support your ServiceNow implementation or training needs then please do not hesitate to contact us via?https://www.theprocessplay.com/?or [email protected].