CSM - User Enablement & Change Management​

Business Problem

A new CSM system can fail to deliver its full potential if end-users are not adequately trained. Lack of knowledge transfer can lead to underutilization of features, user frustration, and decreased productivity.​​​​​

Pre-Conditions

• Identification of different user roles and their specific training needs.​​
• Availability of training resources and materials.​​
• Commitment from management to allocate time for training sessions.​​​​​​

Common Pitfalls

• One-size-fits-all training approaches that do not address specific user needs.​​
• Insufficient hands-on practice, leading to a lack of confidence in using the system.​​
• Failure to provide ongoing training and support post-implementation.​​​​​

Value Journey

• Training Needs Assessment: Identify the training requirements for different user groups based on their roles and responsibilities.​​
• Curriculum Development: Design customized training materials and programs that address the identified needs.​​
• Training Delivery: Conduct interactive training sessions, combining theoretical knowledge with practical exercises.​​
• Knowledge Transfer: Ensure that internal trainers and key users are equipped to provide ongoing support and training.​
• ​Evaluation & Feedback: Assess the effectiveness of training programs and make necessary adjustments based on user feedback.​

Service Offering

• Role-Based Training Programs: Develop and deliver training sessions tailored to the specific needs of various user roles, including customer service agents, managers, and administrators.​​
• Training Materials: Provide comprehensive materials, such as user manuals, quick reference guides, and video tutorials, to support learning.​​
• Hands-On Workshops: Facilitate practical workshops that allow users to gain experience with the system in a controlled environment.​
• ​Train-the-Trainer Sessions: Equip internal trainers with the knowledge and resources to conduct future training sessions, ensuring sustainability.​
• ​Post-Training Support: Offer ongoing support to address any questions or challenges that arise as users begin working with the new system.​
• ​Knowledge Assessment: Conduct assessments to evaluate user understanding and proficiency, identifying areas where additional training may be needed.​

Why Capture?

Our training programs are designed by experts with extensive experience in both ServiceNow CSM and adult learning principles. We understand that effective training is critical to user adoption and system success, and we are committed to providing engaging, practical, and role-specific learning experiences that empower your​​​​​