ServiceNow Custom Training and Adoption

Transcription

1 ServiceNow Custom Training and Adoption

2 Overview... 3 Adoption Toolkit Deliverables... 3 Change Enablement Deliverables... 4 Custom Training Deliverables... 5 Custom Training Applications by Business Function... 7 ServiceNow Provided Resources Customer Required Resources Change Enablement and Custom Training Phases... 11

3 Overview ServiceNow Custom Training and Adoption provides process users with training on how to use the ServiceNow Applications as configured in a customer s production instance, as well as change enablement and adoption. Custom Training and Adoption services include: Adoption Toolkit: The ServiceNow Adoption Toolkit, included with the Enterprise and Premier Success Packages or purchased individually, gives you a head start to enable change and educate your stakeholder and process user populations. The Adoption Toolkit provides a framework that you can customize to best fit your organizational needs. The Adoption Toolkit targets building awareness around how the ServiceNow implementation can improve everyday processes. Change Enablement: ServiceNow experts will step you through the process of change enablement within your organization to increase your time to value and boost adoption. Taking a structured approach to managing change will remove barriers, identify and mitigate risks, and pave the way for a successful rollout. Custom Training: Enabling your users is a key component of adoption. Custom Training provides your users with innovative and engaging training classes that educate them on your customized process as implemented on the platform. Adoption Toolkit Deliverables The following deliverables are included with the purchase of the Adoption Toolkit. The Adoption Toolkit provides templates and tools to empower the customer. Note the Adoption Toolkit does not include change enablement services or customized training content: Adoption Toolkit Deliverable Overview: How to Use the Adoption Toolkit Audience Impact Analysis Business Impact Analysis Description of Deliverable Start here to learn how to get the most value out of your Adoption Toolkit. Includes recommendations for the order in which to leverage the Adoption Toolkit contents, a description of each component, and directions for use. Identifies key roles, level of influence on the implementation, level of concern/resistance, level of organizational influence, attitude towards change, plan to address, and stakeholder project responsibilities. Identifies what processes are changing, what tasks in the process will start, stop, and continue, what role(s) are impacted by the process change, and, as a result, require training. In addition, the training impacts are determined with respect to: How critical it is that a given role receives training on the new process The difficulty of the process requiring training Ability of the audience to learn the process The frequency in which the process/task is performed.

4 Adoption Toolkit Deliverable Internal Marketing and Communications Strategy Master Training Plan Project Plan Adoption Metrics Approach Customizable Training Content Templates by Business Unit How-to Guide for Customizable Training Content Templates Description of Deliverable Based on the results of the Audience and Business Impact Analysis document, the Internal Marketing and Communications Strategy is created and may include communications via functional channels (meetings, s), specialized marketing (posters, show and tell kiosks), as well as formal and informal training and launch support. A custom training strategy is developed based on the needs analysis conducted, the customer and its implementation goals, and the customer s customized business processes. The project is managed through prepared outputs including project timeline, change enablement (if purchased), communications strategy, and development and delivery plan with key ServiceNow implementation milestones overlaid on top. A set of custom metrics to enable the management of user adoption and link application usage to your overall key success metrics. Training to support incorporating ServiceNow metrics, reports, and dashboards. ServiceNow customizable training templates provided for classroom-based or recorded learning modules. Templates are provided for applications within one business unit of the customer s choice. See the Custom Training Content Development section for a breakdown of applications offered by business unit. ServiceNow can provide services to customize these templates for an additional cost. Tips and tricks for adapting the customizable training content templates to fit the customer s configured applications. Change Enablement Deliverables Change Enablement Packages include all the deliverables included in the Adoption Toolkit, as described in the Adoption Toolkit Deliverables section. With the purchase of a Change Enablement Package, the ServiceNow Training and Adoption team guides the customer to create a change enablement approach tailored to the customer s business needs and complete all elements included in the Adoption Toolkit. The following deliverables are included in the Change Enablement Package: Change Enablement Deliverable All deliverables described in the Adoption Toolkit Deliverables section Suggested Frequently Asked Questions (FAQs) Description of Deliverable A ServiceNow Training and Adoption lead guides the customer through the execution of all the supporting analyses, planning, and communication described in the Adoption Toolkit. Using common questions as well as documentation from User Acceptance Testing (UAT), a recommended list is compiled of frequently asked questions for use by your project team, process users, and end users.

5 Change Enablement Deliverable Executive Project Summary Project Assessment Customizable Training Content Templates by Business Unit Description of Deliverable Templates with key training project statistics, including timeline (on time, ahead of/behind schedule), length of project and size of project team, on/behind budget, key wins, opportunities for improvement/enhancement, and any ongoing enablement recommendations. A project post mortem to meet with key stakeholders to collect, document, and report out on project and training survey metrics, key project wins, areas for potential change or remediation, and lessons learned. For an additional cost, templates can be customized according to the training plan established as part of the Change Enablement services. Custom Training Deliverables All Custom Training deliverables focus on platform process training based on the customer s configured application(s). Custom training deliverables do not include the customer s specific processes, policies, or roles and responsibilities. Custom Training provides the following deliverables applicable to the applications purchased: Custom Training Deliverable Training Content Development Description of Custom Training Content Customized platform training, targeted to process users, consisting of a PowerPoint presentation with notes and a Microsoft Word student handson exercise for each ServiceNow Application for which training is ordered. The training content includes screenshots of the customer s instance as needed to provide examples. For each application, the customized presentation is 90 slides or less and based on the customer s configuration of said application. The focus of the training content is how to use the configured application and not the end to end process of which the configured application is just a part. The student hands-on exercise is a step by step, hands-on experience for process users to reinforce application learning. Limited to 15 pages covering one learning example. All training content is provided in English and in ServiceNow branded templates. Training content and subsequent delivery is focused on application training and not process training.

6 Custom Training Deliverable Custom Training Delivery Day: Train-the-Trainer Custom Training Delivery Day: Process User Training Recorded Training Description of Custom Training Content Delivery of custom training to customer-designated trainers who will deliver the training to the customer s process user community. Delivery of up to three sessions per day. The amount of sessions delivered in a day are dependent upon the audience and level of complexity of the implemented applications and the time zones of the attendees, but may not exceed three sessions. Training is delivered from content developed by the ServiceNow Training and Adoption team in ServiceNow templates, and includes slides (at the discretion of the trainer and the customer) and demonstration in the designated customer instance. Delivery of each application purchased is approximately 2-3 hours in duration. The more complex the configuration, the longer a session is likely to be. Delivery can be conducted virtually or onsite. The customer responsible for travel costs associated with onsite training delivery. Both virtual and onsite training is limited to 10 students. One delivery day is included in the purchase of one Custom Training content development process. Delivery of custom training to customer-designated process users. Delivery of up to three sessions per delivery day. The amount of sessions delivered in a day are dependent upon the audience and level of complexity of the implemented application and the time zone of the attendees, but may not exceed three sessions. Training is delivered from content developed by the ServiceNow Training and Adoption team in ServiceNow templates, and includes slides (at the discretion of the trainer and the customer) and demonstration in the designated customer instance. Delivery of each application purchased is approximately 1-2 hours in duration, depending on the complexity of the configured application. Delivery can be conducted virtually or onsite. The customer is responsible for travel costs associated with onsite training delivery. Onsite training is limited to 15 students; Virtual training is limited to 25 students. One delivery day is included in the purchase of one Custom Training content development process. One to two hour (approximately) recording of presentation and demonstration as presented during the live training Delivered in.mp4 format and organized into segments reflecting the main stages of the application workflow. Converting the.mp4 recording to other recorded formats is the customer s responsibility. Hosting the recording is the customer s responsibility. Available at an additional cost.

7 Custom Training Deliverable Recorded Demo Quick Reference Card elearning Description of Custom Training Content Recorded demonstrations in the customer configured application Process user applications are approximately one hour of total content; Service Portal activities for end users are approximately ten minutes of total content. Delivered in.mp4 format and organized into segments reflecting the main stages of the application workflow. Converting the.mp4 recording to other recorded formats is the customer s responsibility. Hosting the recordings are the customer s responsibility. Available at an additional cost. Two-page reference document for any ServiceNow Application for which training is ordered, including Service Portal for end users. This document highlights important details from the custom training, including workflow steps, key fields, and tips and tricks. Delivered in PowerPoint or mobile format. Available at an additional cost. Interactive online training based on the customer s configured applications. Consists of custom content, including screencasts and interactive practice simulations delivered in English. Available on desktop or mobile. Delivered in HTML5 Format. Hosting elearning is the customer s responsibility. Available at an additional cost. Custom Guided Tours Available in both process user applications and the Service Portal, custom guided tours are step-by-step instructions for pre-defined activities in the customer instance. Maximum of five (5) custom guided tours per application with a maximum of 25 steps per tour. Delivered in the designated non-production customer instance. Available at an additional cost. Custom Training Applications by Business Function Custom Training can be purchased for the following ServiceNow applications. Development and delivery are tailored to the customer s configuration of each application purchased. The content for each Custom Training application is described below:

8 Business Unit ServiceNow Applications Description of Custom Training Content IT Service (ITSM) ITSM Customer Service (CSM) Change Configuration Customer Service Users will learn how to create, assess, approve, and implement changes. Users will learn how to identify, record, and report on IT configuration items and their relationships. Users will learn how to create, assign, track, escalate, and resolve a customer service case. CSM Facilities Users will learn how to submit facilities requests and how to manage tasks to fulfillment. CSM Security Operations (SecOps) SecOps Field Service Governance, Risk and Compliance (GRC): Audit GRC: Policy and Compliance Users will learn how to create and manage work orders, dispatch work order tasks, and resolve and close work orders. Users will learn how to create, manage, and control an audit engagement and associated records. Users will learn how to create, manage, and control a policy statement and associated records. SecOps GRC: Risk Users will learn how to create, manage, and control a risk and associated records. SecOps ITSM Human Resources (HR) HR GRC: Vendor Risk Hardware Asset HR Case HR Knowledge Users will learn how to create, manage, and control a vendor risk assessment and associated records. Users will learn how to differentiate between the Configuration Database (CMDB) and an Asset Repository and how to deploy, maintain, and retire an asset record. They will also learn how to manage inventory and contracts, if applicable. Users will learn how to create, manage, resolve, and close an HR case. Users will learn how to consume, create, and publish HR information and the mechanisms for version control and approvals of articles. ITSM Incident Users will learn how to create, assign, track, and resolve Incidents. Users will also learn how to propose, accept, and manage major incidents, if applicable. ITSM Knowledge Users will learn how to consume, create, and publish information and the mechanisms for version control and approvals of articles.

9 Business Unit ServiceNow Applications Description of Custom Training Content ITSM, HR, CSM On-Call Scheduling Users will learn how to create, modify, view, and use on-call schedules, typically within the context of a specified application. HR Onboarding Users will learn how to manage lifecycle events (such as onboarding, offboarding, relocation, and more) from case creation and task work to resolution. All Business Units Performance Analytics Users will learn how to view and edit scorecards and dashboards, interpret the data contained in scorecards and dashboards, add dashboards to homepages, and use Spotlight to rank records. ITSM Problem Users will learn to create, investigate, and manage problems through to closure. ITSM IT Business (ITBM) ITBM ITBM Project Portfolio Suite (PPS): Agile Development PPS: Demand PPS: Project Portfolio PPS: Resource Users will learn how to create products, releases, sprints, stories, and scrum tasks. Users will also learn how to use planning and execution tools and dashboards, and explore enhancements and defects, if applicable. Users will learn how to capture ideas and manage the backlog of demands using a structured process for submission, screening, and qualifications. Users will also learn how to initiate and create projects from strategic demands. Users will learn how to plan and execute projects as well as track project costs, effort, baseline variances, and overall performance against project goals. Portfolio and program managers will learn to group and analyze multiple projects organized in programs and portfolios. Users will learn how to formalize resource requests by designing resource plans, perform analysis of resources current availability and utilization, and allocate available resources to their project resource plans. ITBM PPS: Test Users will learn how to manage the testing lifecycle, including managing test plans and suites, creating tests and test cases and assign testers. Users will also learn how to execute tests and test cases and record results. ITSM Release Users will learn how create, update, approve, and close a release record. All Business Units Reporting Users will learn how to create new reports or modify existing reports. They will also learn how to sort, filter, and use dotwalking and multi-level filters. ITSM Request Users will learn how to submit, approve, and fulfill requests for goods and services defined in the Service Catalog.

10 Business Unit ServiceNow Applications Description of Custom Training Content SecOps ITSM Security Incident Response Software Asset Users will learn how to create, document, classify, distribute, investigate, and diagnose security incidents through to resolution. Users will learn how to plan, request, approve, source, allocate, manage, support, and sunset software assets. They will also explore contracts, entitlements, remediation, optimization, and normalization, if applicable. SecOps Vulnerability Response Users will learn how to identify, classify, remediate, and mitigate vulnerabilities. ServiceNow Provided Resources ServiceNow will provide the following resources for each custom training process purchased where applicable. A single person may fulfill multiple roles or multiple people may fulfill a single role. ServiceNow Resources Training and Adoption Lead Curriculum Developer Custom Training Instructor Responsibilities Facilitate the overall project plan, including scoping, development, review, and delivery. Consult with the customer on best practices for training development and delivery. Draft the training material content for the ServiceNow applications purchased based on a scoping session with the customer. Incorporate feedback from the customer to finalize training material. Deliver finalized training material, including presenting key content and live demonstrations in the customer s configured instance of ServiceNow. Customer Required Resources The customer s participation in developing the training plan and materials is critical for aligning deliverables with the customer s processes and training objectives. The customer will provide the following resources and ensure active participation to enable a successful training. A single person may fulfill multiple roles or multiple people may fulfill a single role. Anyone who provides input to or feedback on the training materials needs to participate in the process. In the event that project deliverables are not reviewed and signed off on by the customer by specific dates, the deliverable timeline and training delivery dates may be impacted. Customer Resources Executive Decision Maker Responsibilities Provide timely decisions on overall project plan, including deliverables and timeline.

11 Customer Resources Project Manager Process Owner(s) Technical Resource Responsibilities Manage day-to-day project activities, including, but not limited to: identifying and communicating with customer resources; facilitating scheduling for scoping and review sessions; acting as a liaison between technical and training teams in regards to the overall implementation; creating a training schedule in conjunction with the ServiceNow training and adoption lead; identifying customer training attendees; and coordinating physical or virtual training logistics; and sending invitations to trainees for any scheduled training sessions. Lead scoping sessions by providing details about business processes and customized applications for which training has been ordered. Provide an end-to-end demonstration of the configured application in the appropriate customer instance. Support scoping sessions by providing technical expertise around the system configuration. Facilitate access to the customer instance for ServiceNow training resources and internal training attendees. Change Enablement and Custom Training Phases With the purchase of a Change Enablement Package and/or Custom Training, the ServiceNow training and adoption lead will plan, organize, and manage the following project phases with key stakeholders from the company. See ServiceNow Provided Resources and Customer Required Resources for more details about phase stakeholders. Actions and Outcomes Project Kickoff (Change Enablement Package only) ServiceNow walks the customer through the change enablement deliverables, identifies key stakeholders, and establishes a project timeline in line with the customer s implementation Inputs, Outputs, and Requirements The ServiceNow and customer teams are introduced and roles/responsibilities established. The Change Enablement approach and timeline is agreed upon between the customer and ServiceNow, based on the overall Go-Live plan and available resources. Key activities and deliverables are presented and scheduled.

12 Actions and Outcomes Change Enablement Workshops (Change Enablement Packages only) ServiceNow works closely with the customer Change Leads to create the Change Enablement strategy through a series of workshops Training Kickoff ServiceNow presents the customer with custom training plan to confirm deliverables, consult on delivery options, and propose delivery timeline. Inputs, Outputs, and Requirements Audience Impact Analysis Workshop (~2 hours): To understand the impact of the change to your users Business Impact Analysis Workshop (2-4 hours): To determine what processes are changing, what tasks in the process will start, stop, and continue, what role(s) are impacted by the process change, and, as a result, require training or communication. Training Needs Analysis and Master Plan Workshop (2-4 hours): To develop a custom training strategy based on the needs analysis conducted, organizational and implementation goals, and customized business processes. Communication and Internal Marketing Workshop (2-4 hours): To create a strategy to establish an informed and motivated user base that knows what they will need to do during deployment, understands how to get more information, and is supported by their Leadership. Persona Awareness Communications Workshop (2-4 hours): To create communications strategy for targeted audiences. Champion Workshop (2 hours): To identify implementation Champions, their tasks, and how they will be engaged throughout the implementation. Adoption Measurement Workshop (~2 hours): To establish adoption indicators, and methods for collecting and documenting feedback from your key stakeholders and keeping leadership informed of status, lessons learned, and any recommended next steps. Survey Execution Workshop (~2 hours): To prepare and schedule any readiness, benchmark, pulse check and post training surveys and assessments. Duration and delivery of workshops may vary dependent on engagement. The training timeline is agreed upon between the customer and ServiceNow, based on the overall Go-Live plan and available resources. ServiceNow requires a minimum of two weeks per application for which training is ordered to create customized training materials. Additional time may be required if additional deliverables (such as recorded demos, custom guided tours, e-learning or QRCs) are purchased or if special requirements are requested. This is determined at the discretion of the ServiceNow training and adoption lead and is mutually agreed upon with the customer. Additional time may also be required to complete training content if there are any delays in the technical implementation of the application or if customer requests additional implementation enhancements. An additional kickoff may be required for guided learning or e-learning projects.

13 Actions and Outcomes Training Development Scoping Session(s) ServiceNow facilitates one scoping session for each application for which training was ordered. The scoping session is an opportunity for the customer to walk through custom configuration and workflows in the customer s instance. ServiceNow will record the scoping session and use it when developing custom training materials. Inputs, Outputs, and Requirements The customer will provide a process lead and technical resource who can provide details on the customer s configured application. The customer is responsible for the definition and documentation of the business processes within the scope of the training. The customer, in consultation with the ServiceNow training engagement manager, is responsible for identifying the ServiceNow environment in which the scoping session will take place. Configuration should be complete or nearly complete in the selected environment and business processes should be clearly defined, such that the customer can demonstrate the full lifecycle a record in the purchased application, as it will appear to students at training. Additional scoping sessions may be required for guided learning or e- learning projects. Custom Training Development ServiceNow creates training materials (see Deliverables section) using information from the scoping session and the customer s configured ServiceNow instance. ServiceNow provides a draft of the training material to the team identified in the kickoff session. Training Content Review Session(s) ServiceNow facilitates one review session for each application for which training was ordered. ServiceNow revises training material based on customer feedback and provides final training materials. The customer will provide the appropriate access to the customer s configured instance for the ServiceNow curriculum developer(s). Access should be provided no later than the time of the scoping session to avoid delays. Implementation of the application should be frozen when training materials are developed. Development may be extended or postponed at the ServiceNow curriculum developer s discretion if configuration is incomplete or exceptionally customized. The customer will review the draft documentation provided by the ServiceNow curriculum developer(s) and provide consolidated feedback one business day prior to the review session. Following review and revision, no additional changes will be made to the training materials. The customer will assume any risk associated with making changes to the customer s instance between finalizing the training materials and delivering the training. Additional reviews may be required for guided tours and e-learning projects.

14 Actions and Outcomes Training Logistics Session ServiceNow holds one or more training logistics sessions with the customer, as needed, to coordinate training delivery details. Training Delivery Session(s) ServiceNow delivers training sessions (see Deliverables section) based on finalized training materials, in the customer s configured instance for each application for which training is ordered. Inputs, Outputs, and Requirements The customer, in consultation with ServiceNow, is responsible for coordinating training delivery logistics, including, but not limited to: Determining required attendees for each session and disseminating training invitations in a timely manner. Determining the number of sessions required and the schedule for each session. Securing (if applicable), a physical training room for each session and ensuring the appropriate technical setup is provided. Creating a training schedule. Training materials may not be modified one week (5 business days) prior to the first day of training delivery. Training must be delivered using only the finalized training materials and customer instance as agreed upon during the review session. Training materials are delivered in ServiceNow templates. Any updates to the training material following training delivery is the sole responsibility of the customer unless additional training development is purchased separately. Training materials are delivered in virtual formats. Any printing recommended for onsite training is the responsibility of the customer. The instance the training demos and student hands-on exercises will be performed on should be frozen during the time period the training sessions are scheduled in. It is strongly recommended that a customer s process owners attend all training sessions to answer internal process questions. A representative from the customer s organization should be present at all training sessions, both virtual or face to face. ServiceNow uses WebEx as their virtual meeting tool for all virtual class delivery. The customer should test access to WebEx to determine any issues prior to the delivery of the training as ServiceNow instructors will not be able to troubleshoot any WebEx access or other issues at the time of training.