Training Strategy Assessment

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Training Strategy Assessment

    The Training Strategy Assessment (TSA) Accelerator is designed to aid organizations in developing a comprehensive training plan for user adoption and upskilling on the ServiceNow platform. Led by a ServiceNow training professional, the TSA includes an evaluation of training requirements, current capabilities, and best practice recommendations, culminating in a tailored training plan for various roles within the organization.

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    Key Features

    • Pre-engagement Planning: Involves a questionnaire to assess training needs.
    • Live Sessions: Two remote sessions, each up to 60 minutes, to discuss training strategies and skills landscape.
    • On-Demand Resources: Access to digital content covering ServiceNow training and certification, adoption tools, and best practices.
    • Final Deliverable: A defined training plan that utilizes Impact training entitlements for targeted user roles.

    Key Outcomes

    Upon completion of the TSA, customers will receive a finalized training strategy uploaded to the Impact Digital Experience (IDE). This plan will outline the necessary training for various personas, ensuring effective user adoption and skill enhancement throughout the ServiceNow journey. Customers are expected to prepare by completing specified prerequisites and scheduling live sessions within three weeks of initiating the accelerator.

    The Training Strategy Assessment Accelerator provides guidance for the creation of a training plan for user adoption and upskilling.

    Overview

    Training Strategy Assessment (TSA) provides ServiceNow platform training and adoption guidance to upskill and prepare users at the appropriate times along your ServiceNow journey. The TSA includes a review of your organization's training and adoption requirements, entitlements, and current capabilities, and the delivery of best practice recommendations and training plans for your users.

    The TSA is led by a ServiceNow training professional and delivered through curated on-demand resources and two live sessions. Please allow up to 60 minutes per session. The output of the TSA is a defined training plan that includes all of the in-scope applications for each of the roles and personas across the organization, while making best use of Impact training entitlements.

    What You Get

    Pre-engagement and Planning
    Pre-engagement questionnaire is sent to you for completion
    Live sessions are scheduled
    Digital Learning Overview (To be completed by your organization prior to live TSA sessions)
    Unlimited access to on-demand content covering the following:
    • RiseUp with ServiceNow and the ServiceNow training, certification, and adoption portfolio
    • Your training audience and approach
    • Impact entitlements and key dashboards for understanding your training current state
    • Introduction to the Adoption Toolkit
    • Additional enterprise training and adoption resources
    Live Training Strategy Assessment (up to 60 minutes)
    • Review the responses from the customer training questionnaire, including customer learning culture and expectations, audience and personas impacted, timelines, and ServiceNow products in scope
    • Discuss the current skills landscape, including technical training history and certifications
    Training Strategy Readout (up to 60 minutes)
    • The ServiceNow training professional presents the recommended training strategy created based on the training strategy assessment session and best practices
    • The output of this session is the finalized plan uploaded to the Impact Digital Experience (IDE)
    Note:
    All live sessions are provided remotely.

    Requested Customer Resources

    Table 1. Customer resource and responsibilities
    Customer Resource  Responsibilities 
    Platform Owner Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.
    Product Owner(s) Have a more detailed view of the products, the teams supporting them, and the impact of the new way of working.
    Learning & Development Understand the preferred learning methods for their users and how they train and support the platform. Have an in-depth view of any Learning Management System (LMS) requirements and any potential issues around accessing their company’s environments.
    Training Lead (s) Understand the timelines of the implementation and some potential challenges ahead regarding adoption.

    Requested Information / Access

    • Existing planning documents, for example, capability maps and product roadmap
    • Business KPIs
    • Details on the existing partner landscape and any training they plan to provide
    • Digital Learning Overview (entitled Get Started with ServiceNow Training and Adoption) completed by the customer after initiating the accelerator in the IDE.
    • Pre-engagement questionnaire completed by the customer after reviewing the Digital Learning Overview content

    Exceptions

    • ServiceNow resources aren't responsible for execution of the provided training plan and strategy.
    • As a prerequisite to the TSA, familiarity with ServiceNow University and all associated learning credit management and user account management tasks are assumed and won’t be covered during the TSA sessions.
    • Live sessions should be scheduled and completed within three weeks of the Accelerator initiation.