yes sorry about that okay perfect there we go okay let me go from you so what is rise up and why rise up rise up move service now and why now industry studies and listening to the voice of our customers has shown us that jobs are changing it's something that is evolving over time for example we currently have the demand for ux designers simply because the product does evolve to a point where we use more and more apps and more and more workspaces which is something that wasn't around in the past so jobs are changing but also skills are changing more and more features on the platform and the product getting released well we're changing from heavily scripting towards more and more business context articulation using the flow designers so also the skills are changing and also candidates are different maybe everyone learns in a different matters someone prefers only mom things um someone prefers reading an article versus watching a video or listening to two information some people do with uh prefer instructor like courses so really there's a lot of change going on and this is something we try to embed within the rise up framework the next slide place and what we have here is really the first thing I'd like to talk about is the circle on the left so what we have in the past we've been relying on the success for the platform purely on the platform we evolve to a point where we said okay the success of the platform is not just platform it's platform and people but the more and more we did researchers internally we found out that our most successful customers are those customers who do not only focus on platform and process but also focus on skilled individuals because those individuals are in the end the ones that will run the platform use the platform or maintain the platform and with rise up with servicenow we um like to scale up a million people by the end of 2024 and that is because digital transformation requires the Talent information you need the right people with the right skills in the right roles and rise up with servicenow is the framework to do that and one in production we do have with rise up is our career Journeys next slide please so what are the career Journeys first of all the career Journeys can be accessed in now learning they're gonna introduce right at knowledge so in May this year and what it is it is a holistic view of a learning path a career Journey um where you can see based on a career Journey you like to go which trainings do I personally have to go through to go for example from an associate level towards a professional level and that can be for various roles and it does not only include for example the trainings that are that are part of the career Journey for the role itself but what it's nice about it this is also like it explains what the role itself does we have explanation on what you do in your role but also we have like a day of our life in this example for example a business analyst there is a five minute video of a business process analyst sharing five minutes with you exploring his day as a business analyst you don't only get insights from a training perspective but you also get an understanding of what those roles that we have within the career Journeys are supposed to do our next slide please foreign Journeys do we have in wave one we currently have a career Journey for system administrators uh also starting with associate business system administrator the assistant administrator professional assistant at register so we always have the leveling within each of those career Journeys and we have that for this admins application developer we have it for the implementer we have a full business process to analyst and also for the technical project managers so we do have a wide variety of roles within the career Journeys we do not just focus on technical people we also consider business process technical project managers so really trying to cover each and every perspective we need on a successful product to run within the career Journeys next slide please oh yeah where can you find the career Journeys so you have a direct link to the career Journeys on our official.com site on community and on our now learning home page okay yep and they see the creation step in our learning in the left up corner and then you can get direct links to each and every Journey page and you can also get a recommendation the link to the.com page is in the chat which just posted so you can access it there and you can walk your way to now learning to access their career Journeys yep this is the perspective in our learning itself so you will be confronted with the not uh with the career Journeys as soon as you open now learning you see the five career Journeys that we just talked about the system administrator business and business process analyst project manager and you can also start two career Journeys in parallel so it's not just because you started one career Journey you cannot start any other career Journey that's not the case you can also have two career Journeys active at a time you will also see in which formats the trainings are whenever you see the holistic view of all the trainings that are part of your career Journey directly in our learning to go through them you do not have to find them in no learning you also need a low learning account to actually start your career Journey next slide um well you know before we go to to my part which is going to do a little bit more in depth let's see if there's some questions from from the the um the viewers the attendees um in regard to what Max has uh just presented uh Max can you can you do the Q a can you see it there the questions or do I need to how is an implementary different than a developer is the first question I see in the Q a panel my my view on that the developer is more someone who is directly someone working on a specific application I'm trying to get that application at itself evolved maybe has its big requirements has its stories what he's working with whereas an implementer we're also have for example requirement workshops so implementer is more trying to gather the requirements may also be part on getting the the solution built but more or less the implementer is handing over the most technical or scripting Harry part towards the developer so I would say the implementer is less technical than the developer um does one have to be in admin first to become an app developer next good question absolutely so um I would say it's necessarily that you are a system administrator before you become an app developer you could start your career Journey just as an active opener but you would also have some training courses which are the same training courses that are part of the career Journeys for the administrator because they kind of do sometimes need to know um similar things so maybe I'm throwing up terms here like working with updates so how do I move things from one instance to the other both may need to know that but that doesn't necessarily mean that an app developer has to be an admin first you can just be an app developer by its own well I hope that answers your question what kinds of training do you offer for executive level leadership I need to know what kind of goals I need to set in my organization so I can guide my team um I can answer that in my my next section okay then I keep that for office and exception let's see what other questions we got uh what is the current timeline for future waves of career paths and is there any idea of what future paths may look like I do know that wave shoe is currently work in progress I can't tell you from the back of my hat which hats aren't included but there are definitely work in progress but I would have come back to you and confirm like which path career Journeys and what dates we currently have in mind I don't know if you know better than I do offer but I don't have the exact timeline present you know I don't have anything to add on that okay um next question so thank you everyone so can you be a developer with no application development experience uh I can tell you that from my personal experience when I started my service in our career I started uh within the app development space and I had no app development experience and it I would say worked out quite well why do you need to understand is like JavaScript and scripting itself um but you do not necessarily have to have the scripting experience like previously I wouldn't say it's a must it's a nice to have and it's good to have but not a must know this is great I like the interactivity uh that's the previous um ongoing training or career Journeys gets discounted with the new trainings uh not that I am aware of um and I don't think so do you have any different informations offered you know I'll address some of that but um as you know whereas the um the participants may know is that we do version upgrades about every six months um so there are um we do release new training that matches up with that new version so in other words there may be as an example I'll make a class or talk about a class called servicenow Administration fundamentals right there's there was the uh there was the Rome class for that but then when we also released Utah there was a Utah class so while the the class may change a little based on the version um the the typical paths remain similar but servicenow is a Dynamic organization and we're always updating and changing and doing breast practices so there may be changes in the in the career paths that'll be fine and um there we go okay so let's talk a little bit about um who needs training I think that's um a great place to begin the discussion because while training is important and enablement and education are something we all should strive for it really depends on your role of what kind of training um and how much each individual should take so I want to focus on the center image here if you could where it says who needs training let's start bottom of the image the The Columns where it talks about the technical user and if you can see on the right of that it talks about the most training right so let me tell you and I know there was a little discussion earlier about implementer versus developer um and that was a great question and we both of those as Tech technical users okay so a technical user for uh for our standpoint is someone who's responsible for the administration the maintenance or the implementation of servicenow right so these are the people that have that need a deep knowledge of servicenow and the modules and solutions that we offer so for these types of people um what we're what we do for them is really is is a lot of classes um spread across some of them are instructor-led where you actually have one instructor to 16 students so you get that inner interactivity you get the ability to ask questions and go deeper into topics those classes are typically two or three days in length those instructor-led and like you said you get to kind of know other people in your group their public classes um although we also have private if you have a large group is in uh yourself but typically you're in there with people from other organizations and we're talking about best practices and going into detail about um a wide variety of topics um upon completion of classes for these technical users um the students can actually earn certifications so you may have heard of things like a certified service now administrator or a certified application developer these are all certifications that can be achieved upon completion of classes as well as an exam so for these technical users once again it's a combination we talked about the instructor-led we have if you see on the bottom the bottom right um approximately 35 or so instructor-led classes we have more than 300 on demand which are videos that you can take um videos and and digital format which you can take at your leisure and of those about 275 or more are actually free these these on-demand courses some of them are 10 minutes long some of them are 10 hours long so it really depends on the class um but we talked about these are all part of that of that Journey that training path um that that Max had mentioned and that's all about the technical user as we move up um we start talking about more about these business users processed users and even the executive sponsors uh we have uh we have classes and courses available for everyone so for the process user those are oftentimes you think of them as fillers help desk HR business partners it really depends on the the organization and once you call those but these are the people that are using servicenow in their daily work right they're not responsible for the admin they're not implementing or developing these are the users right so for this group we we don't want to say you need to take um you know 39 hours of classes just to be able to do your job but what we do have is a is an amazing set it's called our custom process user training and I want to talk a little bit about that in more detail um towards the end of the presentation but this is this is training that's very specific to your organization um it it actually uses your workflows and your screenshots what we provide how to training on using servicenow the great part about this is it really focuses on user adoption and your customer satisfaction when I say customer satisfaction if that's your customers right that's your organization customer your abusers so if you want your users to really like service now um and have great user adoption so you can get the benefits and the R1 that we talked about early in this cycle so that's kind of a difference between those technical users and those process users the process user training typically an hour and a half really focused on allowing people to to learn how to use servicenow within your organization I I do want to point out also about the executive stakeholders there was a question earlier about that we do have things for those as well we have a great class um adopting a product uh platform owners so that's a class that is interactive and is a instructor-led that's a great um class for executives we also have a video and I'm going to talk about it in a little bit um called Welcome to servicenow that's for those people that want to get a high level understanding but don't need to go into the details of you know of how servicenow works and all the details about that okay feel free to put stuff in the Q a if you do have questions um but we're going to go on to the next figure out how to work this there we go um we talked about that those classes that are available the instructor-led and the on-demand videos um those are all available on our portal called now learning uh and and Max didn't mentioned this and this is where some of that rise up information is as well but this this is where all those classes are listed and you can see both the instructor-led the self-paced on demand and really gives even summaries um and quick overviews on each class um if you wanted a more detailed information about classes talk to your servicenow representative whether it's an account executive a Services account executive or someone focused on training like myself and we can also provide detailed on a syllabi for um all of our instructor method classes so we're happy to provide that uh detailed information that is available okay I wanted to screw this as a um as a sample uh the most common certification and most common path that we hear is all around the system admins right every organization should have a servicenow system admin and so here is a typical path it doesn't mean that it is um required for your specific organization but once again your team at servicenow can help um clarify but I wanted to show this just to show you the path and the certification options that are available um you'll notice the first class there is the welcome to servicenow um the you're going to see that on all of them I'm going to show you a couple different ones but that's really that's a free on-demand course that we recommend for everyone it's three hours long and it really goes into a great deal and to give you a really strong overview of servicenow and how we can work in your organization it's not a sales tool it really is a from a training and enablement to give you that overview that you really need and that's the that's a great one to start with from there you can move on um to the class I mentioned earlier servicenow Administration fundamentals that's offered as a three-day instructor-led class or as a video I think the video is about 15 hours don't worry you don't have to watch it all at one time you can watch it over um several days so several weeks and you can take it the course that way Max mentioned that Learners have different some Learners prefer to do it on their own some like the ability to ask questions and work with the team so you we do have those options um the great thing about the on-demand uh courses is that once you acquire them you can actually watch the videos uh over and over you actually have about a year to actually um have that so it's a it's not necessarily a one-time thing you can go and do it um a dish watch it as many times as you'd like um and then upon completion that next thing there that's CSA that's that's certification I talked about uh the certification is a great way to kind of show the world that yes you did learn what was in that class and you have the knowledge needed to really represent and and work on servicenow to the best of your ability so that certification is great um it does um it follows you uh so it's with the individual and so you have the ability to to kind of strengthen your personal um skill set with a certified certification from service now and one one of the other things I want to show I'm not going to go into all these classes but these recommended and all these classes you see where they just say on demand those are available at no charge and I did I mentioned earlier there was probably 275 plus free on-demand courses and these are great classes like automated test framework how to do upgrades with servicenow upgrade Essentials performance analytics Essentials is another wonderful one so all of these things you see that say on demand and typically these are the smaller classes they're not going to be 10 hours they may be 15 minutes or three hours or five hours but I did want to show that those are available um for you on demand um here just to give you a an additional view this is for an itsm path I'm not going to go into all the classes but I want to show you to the left it's Joe starts with that welcome the service now and that servicenow Administration fundamentals so those are kind of core classes that we believe that everyone that's doing technical work should take and like I said if you're an executive or you're more on the business side just focus on that welcome to servicenow but if you are doing implementation or development you're going to want that that stronger technical side but this you can see here is let's say there's 20 classes here once again you don't have to take them all in the first three months servicenow learning and enablement is a journey and we want you to have things that you can do now and then in the next three to six months and then the next six to 12 months so you have a path here that you can earn certifications and this is a great way just to visually you see that and I'm going to show you one more is um another one similar this is for HR employee workflows once again you can see the classes on the left are very similar they're welcome to service now they get started with now create those are kind of the standards and then it goes into the specifics we do like to teach you on the platform first as you can see to the left of the bar and then of course you go into the details uh in regard to the actual module such as employee workflows or itsm everything to the right of the bar is specific to the functionality and module you're working with and to the left is the platform I am going to um I'm going to do one more uh around development because this is another very popular one and then we're also going to do some questions but um for a developer once again welcome to servicenow on the on the far left and then there's a tree depending on how what type of development you're doing you know are you a citizen developer where you're doing low code no code we have an amazing solution uh with that there's classes for that all at no charge which is nice at this point you can see it's on demand you can earn micro certifications which are smaller certifications there's no charge for those and um and that's a great way to go if you're doing more kind of uh more development uh you can and want to go towards your certification for CAD the certified application developer there are classes that are available scripting in servicenow and application development fundamentals both great classes that lead to a certification okay I'm going to take a 30-second break and just take a look at some of these questions to see if I can address them and I'm going to go back to the presentation and maybe even get a sick of water hold on for one second okay gotcha so one of the questions talked about vouchers I see a couple questions in here about vouchers um which is great thanks for asking those um vouchers are um are given or let's say are available would be a better word upon completion of certain classes that lead to a certification uh the certifications are not free um someone mentioned uh in in the chat or in the question and answer about a 300 charge um so depending on your organization um and what um certain what things are enabled or what they have um there is a charge for the certification so the certifications are not available at are not at no charge um but we have an amazing solution called impact which many of you are familiar with and with impact certifications are available and that fee is weighted that is included in your impact solution we have different levels of impact guided Advanced and total and each one has a little bit different aspect of that but yes there are charges for those certifications um I do want to point out as well uh is there even there is also an annual maintenance so you could keep those certifications with that annual maintenance you get to take the exam uh on each version so you may I mentioned before that we switch versions every six months or so so once again the idea is that you would con take a smaller uh we call it a Delta exam to be able to get that certification and then take it as the new version comes out so you're in that way your certification is up to date and you are not just you know certified on a version from two and a half years ago you would be certified on the latest version so that's called the Delta exam perfect all right let's go to the next slide and I want to talk I did mention about that process user training I do want to cover this because I think this is an exciting part and a really valuable and beneficial type of training that is often overlooked when we talk when customers are thinking about the training they need right a lot of customers and most of our customers are doing some form of that tactical training but they're not all thinking about that process user and I always tell people you could develop the best application the you know the most sophisticated best Integrations looks amazing but if your customers or your team is not using servicenow that amazing application is not really going to deliver the benefit that that we all want and and deserve so what our process user training does is it really helps improve that user adoption right so this is where we're going to be sitting down with your team uh with your implementation team if it's a partner we sit with them if it's servicenow doing implementations we work with that team and if it's self-implemented or work with your team but we really sit down and develop and create a custom Training solution for you um we do a custom development Uh custom content right so we're all gonna we're gonna use your words your phrases your images so that way when people take the training they're gonna it's gonna be the exact same thing they're going to you they're going to be using in their daily work um the nice thing about this is we can do a train the trainer approach where we train maybe 10 or so of your trainers and then they can go out and train you know the hundreds or the thousands of people that are using servicenow at your organization or we can train about 60 users in a single day we do it in about three classes of 20 to 25 and we can provide that end user that training for your process users or fulfillers but that training is comprised of uh like I said that custom content which I mentioned uh we also can do recorded demo videos and what's great about these once again these are custom so these are videos of your application using your workflows your instance your screenshots we're not doing this some generic best of practice video this is a video how to use servicenow whether it's itsm HR you pick the you're going to pick and select what we're training on and we're going to do it in your environment so you'll have those recorded demos and then even quick reference cards quick reference cards are a great way to really learn and have um kind of up to the minute or I'm sorry easy to access um references of of your workflows and I'll show you a sample here um this is actually just a as you can see kind of a how to do how to create a case this is a simple uh whether it's CS how to manage a case proposing a solution how to open a dashboard so these are really focused on this this is the old um and it's done in a PDF so you have access to these and typically there are two pages back in the old days we might have printed it up front and back um and had it on our desk but it's as a PDF you can always pull it up real quickly on your um on your screen and then view how to how to do these um one of the really nice things about um all of this custom process user training is all these training assets are yours and yours to keep yours to manage so as an example um you can when you have a new group of fillers or or help desk that are joining in six months after the training if we did the trainer trainer train the trainer approach you can actually train those groups again right so you have that you have the documents you have the knowledge and we're going to enable you to enable your keys so all of that is available as part of our process user training and I'm and so I think that is something I definitely wanted to share once again your servicenow representative your account executive and services account executive can help you learn more about this one of the really nice things also it's a fixed price so whether you're training 100 people 600 people or a thousand the training costs are the same because it's us creating these training assets for you and then you can go out and train uh for your on your teams I mentioned that it's a fixed cost for the process user um for the Technical Training the cost is a per person per student rate for those that are not free so a class is sold um as a per student and that's the way we do those so if you're training Five People You would buy five classes in a sense um how do you buy how do you register how do you do that well we have a great thing called learning credits so a learning credit is a credit is basically the currency of our training right so it's an easy way to purchase training um a credit is approximately a dollar um different companies like I said depending on the relationships they may have a discount but basically it's um one dollar per credit and as an example a one of those videos I mentioned uh like servicenow Administration fundamentals they are currently 300 credits or approximately three hundred dollars for the on-demand video if you decided to take the three-day instructor-led course you could use the same credits it's about 2400 credits for that three-day class so you can kind of see the difference um and based on your budgets your learning styles uh you can decide what makes sense for your organization on um whether you do want to do instructor-led or on demand when it comes to credits oftentimes companies will buy in a sense a bucket of credits right so they don't have to say you don't have to pick the classes up front you can say as an example I want to purchase 30 000 learning credits those credits are available to be used on any of our training whether it is the custom process user training that I just covered or the instructor or the Technical Training that I mentioned earlier um and showed those paths with the certification so you could pay for certifications exams as well as courses all with learning credits and I think that was the main points that we wanted to to get across um we're always here to help you can go to our help center as part of now learning you can talk to your account Executives uh service Executives or anyone within the servicenow echo system we are here to help I'm going to take a look at some more of those questions and see if we can help in the next 15 or so minutes we're happy to answer all right let's see um let's okay um somebody asked about um some of the instructor-led right instructor-led sometimes don't fit into people's agendas that's why those on demands are great um one person wants it what's the criteria for a micro certification or a main line so the micro certifications they are free um they are included um they're much shorter so the mainline certifications are the ones that upon completion of a class you're eligible to purchase and a voucher uh and those certifications they do expire if they are not if you don't keep them up so you do want to um do that you want to keep those Mainline certifications uh and and do those um there is a when it says someone asked if there was a there's a lot of questions here about exams um people want to know about a cost for the exam there is no specific cost for the exam but you have to be current on your your maintenance so there is a in a sense a sort of occasion annual certification fee uh to keep your certifications and that does include those other exams uh someone talked about a career path for a trainer um there are certified trainers out there um and so we can that is something that you can look at if you enjoy training other people um you could become a certified servicenow trainer and we'd be happy to talk more in detail about that um down the road um someone said about quick reference cards for on demand so that is that is different right the quick reference cards were with those process user training not the Technical Training um the quick reference cards are to be used by the fillers the help desk the process users not necessarily um for the people doing implementation or development because the quick reference cards are more the how do I open a case how do I you know handle an incident so those are um I also saw a class about do we have courses in French we actually do have courses in a wide variety of languages and I believe French is one of them and Max is over in our European office so he will definitely confirm but I believe we do have French courses um we also have I'm sorry all right we do have French speaking instructors yes yes right particularly in Europe uh but uh we do have those I should mention that we do on our schedule of instructor-led um they are across across the globe so if you are in um depending on your time zone we probably have a class that is in your working hours so you don't have to wake up at 2 A.M to take a class um unless you're in the US and you want to take one in London um but for the most part and I mentioned these classes are these they are virtual so while they're have an instructor um they are still virtual we do have some that are in person uh and you would just have to see that on now learning where those are are available but ninety percent of our classes are virtual whether instructor-led or the on demand um there was uh let's see about some other questions here for process yes so um for process user training you asked about did you hear that it can be customized for our implementation that is 100 correct that's the the benefit of that process user training it's all specific to your implementation so you're going to your your students will see your screenshots your your version of servicenow um uh you would they will see that all in there um is there a certification for business process analysts so not at this at this time um but we do have certification is always growing um and so but right now the main certifications are for implementers for developers and for administrators so those are the three main type um but we're always chain we're always adding um more let's say let's see some of the others uh actually I think that was most of the questions um actually somebody did ask for a duck um something about I think the the path for the developers um I can go back to show you that if you like because there was another question um about app and about um citizen development versus uh versus the other type of development but we have an amazing product called app engine for those of you that have seen it um but that we do have the right kind of training depending on the type of development you're doing well that is the basic presentation that we wanted to show I mean that this was I really enjoyed um participating in presenting with Max Max do you want to address a point or two yeah thanks for having me thanks for listening to me it's been fun and a pleasure looking forward seeing you in the next webinar perfect perfect well we are here um Trisha or anyone else if there needs to be um but I I definitely appreciate everyone joining and please reach out to your servicenow representative your account executive like I said service account Executives specialize in uh in training but we really are here to help and are now learning in our help center you can open up a case um for specific questions or reach out to anyone at servicenow we are here to help hey thank you so much enjoy the afternoon and or morning depending on where you are and we will connect soon thank you so much