Welcome to the blog for ServiceNow's training department.
The Thanksgiving holiday is upon us here in the United States. As I look back on this year, I am thankful for all of the great employees, partners, and customers that I get to work with on a daily basis as part of the ServiceNow ecosystem.
I've been writing posts for the better part of the last two years and thought I would provide a few links to previous posts that are still relevant today:
I’m a big fan of game shows and when I was a full-time trainer, I used to incorporate games like Amazing Race and Jeopardy into my classes. If I gave you the answer of 59%, which one of the following would you think is the correct question:
a. What is the percentage of respondents who say they are interested in taking an Advanced Admin course from ServiceNow?
b. What is the percentage of respondents who say they are interested in taking an Asset Management course from ServiceNow?
c. What is the amount of body fat Andy will end up with after a year if he continues to eat a tub of his favorite ice cream every night?
The ServiceNow Education Services team recently introduced a new training offering for people interested in learning more about ServiceNow’s Asset Management application.
We are looking for your feedback! Are you on board the CMDB train? Are you trying to figure out how to get value from the data you have in your database?
Languages are some of the most complex and evolving beasts out there. Even within a single language, we cannot agree on the spelling of words. Can I kick your tires? Or is that tyres? If your behavior/behaviour is bad, you may need to apologize/apologise. I like to take in a good show at the theatre, but usually around here, I have to patronize theaters. There is a classic anonymous poem that has made its way around the internet that highlights a lot of these idiosyncrasies.
No, this is not another recruiting message (though we are still hiring!). This is a post about Asset Management.
What are your favorite assets? Ok, well... apart from family and friends... (do you really think of them as assets??)
Our Performance Analytics (formerly Mirror42) elearning has been on the Learning Center site for a couple of weeks now, and getting some great interest as well as generating some interesting questions and feedback. If you haven't taken time to review, please take a look and let us know what you think, and how you might use PA at your company.
Whilst it is true that Know13 will provide you the ideal opportunity to network with your peers, have you ever wondered why at every year your peer's cannot wait for this unique learning experience to commence? Any why is it that once you attend one of these events, you simply cannot miss out on the next?
In about 2 weeks from today, the combination of instructor-led training, hands-on labs, user-led and vendor-led breakouts form a highly optimized learning colosseum for all attendees. This format is going to deliver meaningful time and cost savings for conference attendees and their companies. And more importantly, users return the following week with literally more....Knowledge. Such is the sharing and collaboration that goes on at these events, you simply cannot wait to get back and tell everyone of what you have learnt. As such, your knowledge is definitely not going to stay in Vegas, you can bet your bottom dollar on that!
Why should you attend our pre-conference training at Knowledge13?
Some of the reasons might include:
The GooseGuy is at it again, this time with a conference topic for TFT13 – TFT is a virtual, follow-the-sun conference – highlighting 24 of the most interesting topics across the future of IT – and voting is determined by social media – in other words you! Below is a brief explanation (and a hope that you'll vote!) - so what's the topic?
Our Process User Training Program offers a variety of delivery options for our customers. Sometimes I get questions during scoping calls as to what each one is. One of the points of confusion is usually around the “train-the-trainer” option. Let me try to explain each format in some more detail:
This is probably the easiest to understand. It is the most traditional form of training; some one is standing in front of you teaching. You can throw tomatoes at them if you don’t like their jokes.
"Faster, Better, Cheaper"
This is a quote I have heard some people use to refer to our growing Process User Training program . I will make an attempt to explain how each term describes our program:
The ServiceNow Education Services team recently introduced a new way for our customers to purchase training. Click here to see the official details posted to our corporate site. I thought I would take a few minutes to provide additional Q&A:
Q: First of all, do you know what a learning credit is? And how does it different from how I currently pay for training?
What do Application Development, Automation, and Domain Separation have in common? They are all NEW courses that we plan to launch at K13. Check out all the outlines here (please note we're splitting the Scripting class into two levels based on your feedback!)
Haven't been to pre-con training at a Knowledge event before? Well, check this out:
It's been about 4 months since my first post regarding our Process User Training Program. I'm amazed that the post is close to reaching the 1,000 mark for number of reads.
Since that post, I've been giving a lot of demos of what we can offer in this program and have been using a car analogy quite frequently. Let me try to explain:
YEP. The GooseGuy is at it again. This time with nothing less than a plan to connect IT Services to a galaxy far far away...
And it couldn’t be any more timely. As Software as a Service (SaaS) and Bring Your Own Device (BYOD) get added to our Arsenal of Acronyms, it’s becoming ever more important.
So, what’s an IT Service in the first place? Simple right? An Information Technology that Serves the business in some way. What could this possibly have to do with the Deathstar? Or any other SciFi evil doer?
In one of my previous posts, I discussed the introduction of our process user training program. Our professional services team has also recently released a QuickStart deployment package for customers. Included in this package is training content for process users. Here is a Q&A to help customers understand exactly what we provide from a training standpoint:
What is a QuickStart deployment?
Hi everyone - we've been running some of our classes in virtual classrooms for ServiceNow partners for awhile now, and I'm interested in the general support across the Community for online classes as part of our standard offering.
When I started just over a year and a half ago, Admin classes were a 30 page handout, offered in our US or UK HQ or a hotel. We are now running our 4 courses with dozens of classes a month around the globe with multiple locations in both NA and EMEA, using instructionally sound course materials, certified instructors, and professional training facilities.
So, you are a new ServiceNow customer (congratulations!) and you are getting ready for the kickoff meeting with our Professional Services team (or a partner). A lot of items have been outlined within the SOW and you are ready to talk about next steps and taking care of your first set of requirements.
QUESTION: Have you incorporated a training plan into your project?
As I mentioned in a previous post, our team picked up a national award within the training industry at the annual CEdMA conference where companies like HP, BMC, Apple, and Salesforce.com were all in attendance.
This past week at our annual sales conference, our team picked up an internal award for innovation where we were recognized for bringing our implementation certification program to market in record time (<6 weeks).
The ServiceNow Education Services team recently introduced a new training offering for process users. I thought I would take a few minutes to provide a little Q&A:
Q: First of all, do you know what a process user is? And how are they different from an end user?
A: If you are experiencing issues with your laptop, you call someone in IT to help you. In this scenario, you are the end user and the person entering the details of your incident is the process user. They use ServiceNow and the Incident Management application to process your incident.
Last month, I was in attendance at a CEdMA conference to be a panelist on the topic of blending learning solutions. A big surprise was that our Education Services team at ServiceNow won the annual "IMPACT" award from the committee, awarded to the team or individual that had the greatest impact on their organization the previous year. This is a high honor considering most of the technology companies in the Silicon Valley are part of this organization.
I'm really proud to announce the training team has won a leading industry award from our peers. CEdMA (Computer Education Managers Association) is the premier organization for training executives representing over 100 high tech companies. The CEdMA Impact Award seeks to recognize a company who demonstrates excellence both in the impact they and their organization have, as well as their ability to clearly prove that impact.
Hi everyone - I've attached some stats from the two days of training that we ran in New Orleans last week at Knowledge12. I want to express deep thanks to all those that attended, the instructors, and the feedback that we received. Our schedule is for the next three months is now posted for Sys Admin, Scripting, Adv Admin, and Discovery. Look forward to seeing you in class!
219 surveys out of 450 attendees from #know12 PreCon training -
> 37% are a perfect 10 !
> 16 classrooms, 6 new or newly revised courses. 35 instructors. wow.
> 91% rated 8 or higher.
Thank you! Don't forget to complete the survey, we love feedback :)
I'll be posting additional scores and comments in the coming days. Thanks for attending, it was great meeting y'all!
Pre-conference training kicked off today in New Orleans at our annual users event.
Some facts from our first day:
- Over 450 students registered and attended
- 16 classrooms
- 6 different courses offered
- 33 staff instructors available to teach and assist students
Wow - the PreConference training at K12 is nearly full, but there are some seats just waiting for you! Over 30% of attendees will come to advance their skills ahead of the conference to fully maximize the experience of those other days.
We're featuring a complete overhaul of our already popular Scripting class, & brand new courses around Adv Admin & Discovery. https://knowledge.service-now.com/k12/learn_agenda_pre-con.do
A workflow can be likened to the Six Million Dollar Man-it can be rebuilt, with new activities improving the automation of a process. During the lifespan of a workflow, many versions and contexts are made. A context is an active running instance of a workflow. After discussing workflow contexts in class, I wondered when the ServiceNow system creates contexts. Is a context just a copy? How are contexts related to workflow versions?
Hi everyone - I'm really excited to announce we've posted the courses for Knowledge 12 Pre Conference training. You are probably familiar with our classes around Admin and Scripting, but we've also added an Advanced Admin and a super cool G2G3 ITSM/ITIL simulation with ServiceNow built right in! wow.
Hi everyone - as we look forward to the big party in New Orleans, I wanted to provide an updated roadmap for our training offerings. As we launched our Scripting class at K11, it seems only fitting to blow out the Advanced Admin class in LA. Currently in development, it will eventually be a 3 day class, but of course, we'll have to squish it down a little for the two-day format of the pre-conference training. I won't give away all the topics, but expect deep hands-on experience with integrations, web services, security, adv reporting and adv workflows (and more!).
Hey, it almost slipped right by me. Did you know that the training team at ServiceNow is ONE year old?! We've come a long way in the last twelve months, and now have a fantastic team of curriculum developers and technical trainers, supported by some amazing folks in our Services group, Support and our Customer Success Managers. We couldn't have made it where we are today without them, and without you, our incredible customers. Thank you.
In my last post on ITIL in the REAL WORLD I talked about the ITIL Service Lifecycle concepts, so now it's time to apply them to a real-life example:
It begins with a really long line.
A REALLY long line – the one that you used to stand in to get your airplane ticket. Yeah that one. The one that used to end with a very tired, very frazzled frustrated ticket agent at the airport.
It all starts here: ITIL Service Strategy
So perhaps it’s time for another post from the “duck-duck-goose guy”. One of the things I’ve been hearing a lot of recently is confusion about the ITIL V3 life-cycle. 5 pieces: Strategy, Design, Transition, Operations, Continual Service Improvement. How do they fit together and work?
During our System Administration courses, our Instructors encourage the use of the Live Feed Social IT feature to post questions, talk about nearby restaurants, and discuss topics related to the course experience. Everyone in the ServiceNow Training Group monitors the class feeds to answer curriculum questions and advocate for our favorite eateries!
During one of Sean McClean's classes, a question was asked about WSDLs: if a field is added to a table, does the WSDL automatically update?
I managed to get the Beatles' Help in my head while putting this post together, and it seemed like an appropriate spin for a title.
After my last post about my experience with my former phone company’s customer support, I received some questions about my thoughts on the differences between a “help desk” and a “service desk.” Because my interaction was with a vendor’s external support rather than an internal IT group, wasn’t that really a help desk? Isn’t that different than what we do in ServiceNow?
Do you know what service desk tools are used by the vendors you use? Do you need to know??
ServiceNow gets a lot of inspiration from consumer focused sites and products, like Facebook, Amazon, and Twitter, but it doesn't stop there. It goes above and beyond this to meet the needs of IT professionals (and beyond). And quite frankly, we are spoiled by how easy it is to get the information we need from the system.
I just discovered a cool series of ongoing screencasts about ServiceNow coordinated by RonFreeman and available on ScoopIT: http://www.scoop.it/t/servicenow
When creating slides in PowerPoint, try to utilize the appropriate “layout”. This ensures consistency across slides. It also makes it easier to convert slides to other “templates”, say, when you want to take existing slides and use them for training conferences like Knowledge11.
Here’s a 4-minute video that I created to show you what I mean:
Sometimes the best way to "learn" a set of concepts is to shake it out, look at it, and throw it over a (seemingly) completely "unrelated" set of experiences. If you can connect those concepts to something truly different, you've got a good chance to not only remember them, but to UNDERSTAND them.
Below is a true story I sometimes use to help connect the concepts of ITIL. Though the details have been blurred (somewhat) the initial call did (truly) come into a Service Desk in the DC area in 90's:
ServiceNow has partnered with Kryterion, the award-winning SaaS testing platform used by both Google and Salesforce.com, to offer two options for taking the new ServiceNow Certified System Administrator Exam. For both of these testing options, results are displayed immediately after the exam is submitted.
Kryterion has a network of Test Centers around the world. Using Webassessor's registration process, you can choose a location, date, and time so a system will be reserved for you. You may also elect to take the exam using your own system during a scheduled online-proctored session.
The training department has just completed the rebranding and update to all modules of the Foundations course.
In addition to being available online, we also offer three mobile flavors of the course:
2. iPhone4, Blackberry and Android
3. iPhone 3
Check it out (click on the Learning Center) and let us know what you think!
I'm very pleased to announce that the System Administrator exam is live. Please go to http://www.service-now.com/certification to review the exam blueprint and registration for the test. Best of luck!
Hi everyone - we hope you're anxiously awaiting the go live of the System Administrator certification exam because it's almost here! We are working feverously with our testing platform vendor, Kryterion. The exam should be live and ready for registration mid next week (July 12th) with first exam openings 24hrs after that. Kryterion has almost 800 locations worldwide to take the exam and we are also going to be offering an online proctored proctored option for your convenience.
Did you know that ServiceNow offers training? To help you get the most out of ServiceNow, we offer multiple, high-quality, and comprehensive courses throughout the year in various locations.
We’re running the following scripting class in June (the same class in two different locations). If you’re interested, reserve now (by sending an email to firstname.lastname@example.org) before the spots disappear!
ServiceNow Introduction to Workflows Webinar
June 20, 2011 8-9a Pacific
Prerequisites: Online Foundation course ( http://community.service-now.com/learning-center)
Course Outline/Description: The Graphical Workflow Editor is an interface for defining and modifying workflows by arranging and connecting activities to processes.
To illustrate this, we will show how Workflows can be used to drive a simple Service Request fulfillment for a laptop.
I'm really pleased that our Scripting classes at Knowledge were a huge success, scores were 93% satisfaction with 95 participants. I’m happy to report we've released our schedule for the next several months, hitting our usual destinations of San Diego, New York and Chicago. Our first UK class will be on July 19-20 and we're finalizing that on the schedule for you to register (next week). Pricing for the 2-day class is $1195.
To register, please go to the Hi portal > Self-Service > Service Catalog > Training Registration.
All the best,
Hi everyone - with the certification running great at Knowledge 11, I thought I'd post a draft of our ideas around a learning path. Thoughts, feedback and additional ideas are appreciated and encouraged!