ServiceNow academy

Make your people fluent inside the platform.

Use practical cohorts, live labs, build-along exercises, and reusable playbooks to prepare each role for the workflows it must own.

Plan a cohortView learning paths

Learning paths

Training matched to the decisions and tasks each role performs.

Each path blends platform concepts with realistic operating scenarios and practical checks.

Foundation

Users & operators

Navigation, records, lists, forms, approvals, SLAs, knowledge, reporting, and daily operations.

  • Role-based navigation and work queues
  • Accurate record handling and collaboration
  • Self-service, knowledge, and reporting habits
Builder

Admins & developers

Catalogs, flows, scripts, integrations, access control, update sets, testing, and release discipline.

  • Configuration and automation patterns
  • Security, integration, and exception handling
  • Testing, packaging, and deployment checks
Analyst

BAs & process owners

Process mapping, requirements, stories, acceptance criteria, UAT, adoption, and improvement backlogs.

  • Workflow discovery and backlog shaping
  • Testable requirements and acceptance signals
  • Adoption measurement and improvement loops
Leader

Platform & service leaders

Governance, roadmap ownership, product thinking, value signals, risk, adoption, and release oversight.

  • Decision rights and governance rhythm
  • Outcome-based roadmap prioritization
  • Executive reporting and ownership

Academy method

Learn, apply, verify, and hand over.

01

Baseline

Understand roles, current capability, workflows, tools, and the ownership expected after training.

02

Practice

Work through guided scenarios, realistic records, build tasks, and operating decisions.

03

Verify

Use practical checks, demonstrations, and coaching notes to identify remaining gaps.

04

Own

Leave with reusable playbooks, role expectations, and a focused capability improvement plan.

Flexible delivery

Build a cohort around your platform reality.

Combine focused workshops, role-based cohorts, project enablement, and post-training coaching.

Focused workshopA concise working session around one workflow, role, release, or operating issue.
Role cohortA structured sequence of concepts, labs, practical checks, and ownership preparation.
Project enablementTraining aligned to the workflows, releases, and responsibilities being introduced.

Plan the academy

Tell us who must be ready—and for what.

We will shape the roles, learning path, delivery format, and first readiness checkpoint.

Create a training brief