awesome okay well we're a couple minutes after so I think it's a good time maybe we'll try to get uh get some things kicked off here so I'm um I'm really excited today for uh you know to have you all here I think um you know we've got a great a great webinar lined up for you hopefully with some good information to really uh make you all successful in leveraging some learning credits so you're welcome to service now impact Academy leveraging uh learning credits to accelerate your adoption of the service now training uh portfolio as a whole um I think uh as we get things started here before we begin I'd like to just make sure we we kind of cover our Safe Harbor and just note that we may be using some forward-looking language or statements at times so um please remember that those uh those statements should not be relied upon for making any kind of business decision as we as we kind of go forward um and with that as we get started so you guys I see you all active in the chat and I love that because that's where we're going to communicate with each other and share some thoughts and ideas but um a couple of housekeeping items to review so you'll we'll definitely be saving time for questions and answers at the end of the presentation but our experts are eagerly waiting to answer anything that you might have in the meantime so please keep them coming remember to use the Q&A feature rather than the chat for those kinds of questions um because that better enables us to track them easier and get answers distributed out in the event that maybe we don't have enough time for all the questions during our webinar um so make sure Q&A uh feature is where where you want to put those questions um also note we are recording the session today so that will definitely be shared out to the community as well as a YouTube channel so those things will will come as well and and be shared shortly thereafter and then finally um at the end of the event please do take a few minutes to fill out the survey um this is what helps us continually improve the content that we're bringing to you all to make sure that you're getting um you know useful relevant information that's important to you so with that let's get started um so as a starting point my name is Elizabeth sharino um I um I've been at service now just over three years and I started my journey in a more technical role as a core solution consultant on the sales team um in that role I really enjoyed working to understand you know each customer's digital transformation goals and then being able to recommend the right service now product solution to help support them and it was in those conversations with customers that I quickly realized my passion for not only helping them select the right solution but taking it a step further to be thinking about their Enterprise adoption strategy so once you purchase this product how will make the change successful build excitement about it um build create those Champions along the way that really help make things successful and that led me to the role that I'm in currently now which is a training solution consultant where my team and I get to help customers like you create uh impactful training and adoption strategies every day so now you might be thinking what in the world do learning credits have to do with any of that and the answer is everything and I'm excited to talk to you more about what that means today so as we get started let me take a moment as I previously mentioned I've brought along with me a couple of experts uh including fellow training solution consultant Kevin and the wonderful Lorraine who is one of our customer success specialist so they'll be hard at work answering questions throughout the session so don't hesitate to ask away um just remember the Q&A is where it's at rather than the chat okay so before we jump in H I thought it might be good to take a moment and start with a quick poll so you should see that pop up on your screen and I'd really just love to get a pulse of you know how many of you are familiar with learning credits today and to what degree so how do you feel you know do you feel you have less familiarity with them um perhaps you're just kind of starting on that journey and you're like give me all the information I can possibly get um maybe you're somewhere in the middle right you know kind of the basics of it like how how to get them where they came from or or maybe you have them and so that's a good start um but you still got some questions and if you have specific questions pop them in the chat Q&A rather um or perhaps you've um you've got really good puls of things and you have people identified who are managing users and pools and allocating credits and monitoring utilization so so let's have a look and um and see as some of those uh responses are are coming through I'll be interested to see kind of where the audience lies along along that so let's see hole number one is coming through and we'll give it just a little bit longer here I think we've got a good a good manager here so what I'm seeing here is the we're right in the middle so we've got the low kind of just getting started about 55 participants and the moderate you're kind of right in the middle of 53 and then just a few of you are still in the high you're kind of working with them regularly so that's great to see um I'm really excited again to share more of this and um and get you guys uh kind of up to speed and learning how you can start to utilize those so before we dive in let me share exactly kind of what I'll be covering today um I'm going to start with an overview of learning credits including what they are how you get them why it matters to you and also a quick look at uh the training entitlements included with our different levels of impact to help you gain a better understanding of you know where learning credits might be best spent so um after that we're going to dive into some of the different training and adoption Solutions focusing on offerings where maybe learning credits can be used to bring you and your team value faster and then lastly uh I'll be reviewing just some key things to keep in mind for those of you on the call who are responsible for managing the learning credit for your team and organization um so hopefully today you're going to leave here you know being able to take action on a few of of these these uh things that we're going to be covering and I'll suggest a couple of them specific to you as we go so let's get started with our learning credit overview excuse me so I thought I'd start first with the why so the importance of learning credits and why why you need them and I think that this title says a lot if you remember this is exactly what I was just talking about earlier during my um my introduction right what drove me to become a training solution consultant so reaching your transformation objectives is about more than the technology and know it's great to purchase some product and it's going to help you solve your business need but it's also about the team the people their skills their ability to grow and become champions of the important work that you're doing so you know some of you may be familiar or have heard of our rise up initiative here at service now and it's our big commitment to you to fuel service now Talent the ecosystem of a million skilled users by the end of next year which is coming up quite quickly so for individuals riseup will create Equitable inroads to service now careers with clear growth tracks um that support things with support with things like our career Journeys that we have for customers like you rise up ensures that um you're able to find and build the talent that you need to achieve your service now business goals um so that you can use things by using our defined learning paths by product line for example so we know that digital transformation depends on Talent transformation meaning you have to have the right people with the right skills and the right roles and the rise up Ser with service now is it's a framework and it helps you to do just that by leveraging hundreds of online and instructor-led you know courses um self-service best practice resources and the career Journeys as I mentioned so this shows the importance of investing in your team and what I'd like to start there with the why because it then leads very nicely into the how how do you cultivate a culture of learning throughout the organization while building the skill set necessary to drive that change and as part of the framework that I mentioned you'll see at the top we have plenty of offerings to help with the Journey some of which we're going to be diving into a little bit more today um and when we talk about some of the options that are available to you when you're going to be spending and utilizing those learning credits but at the heart of it you see learning credits front and center right this is because they are the key to how your organization is managing its service now training programs they're the vehicle that's going to provide training to the teams it's going to help keep them engaged and growing their skills as you continue to innovate on the now platform so how do you get these learning credits well there are a couple of ways one is by working with your services seller to purchase them or you may receive them as part of your impact contract along with other training entitlements so we're going to start kind of diving into that a little bit now and looking at some of those particulars within the impact um within the impact tiers um so hopefully now you've got a better sense of you know of the role that learning credits play in your overall training strategy and and this this what is kind of what's included what don't I need to spend them on and what do I so this is a snapshot of those different levels of impact and the training entitlements included within each of those levels so I'm just kind of going to touch at this at a high level but the main message here is to be sure to have a clear understanding of all the great benefits that you're receiving as part of your impact package to know where learning credit spend is not needed right so what do I mean by that well for example some of you may be maybe have been managing learning credits for a while in your organization and you're a new impact customer so you may not realize that all of our ond demand fundamental courses are now included so there's no need to spend the 300 learning credits per learner any longer right you need to ensure that your users are linked to your account and then when they log into now learning they'll be able to access all of those at no cost right so notice that each tier of impact here is a little bit different for instance guided customers have a few addition areas where where you may need to spend learning credits such as maybe taking an advanced on demand course like itsm implementation or perhaps performance analytics and vs for example so in our next section we're going to spend a little bit more time talking about these areas of focus where learning credits are needed to engage training and adoption services so that's really what this is about and trying to help you understand you know this is what you have as part of impact and then where can I really spend those learning credits to get the most of value so as we look at that I want to do a quick recap of some of the learning credit points that we talked about so as I mentioned you're GNA the learning credits are going to be key to how your organization manages its service now training programs they can be purchased through your account team or they might be included as part of your impact contract or both right so if you have your some within your impact contract and you find that you need additional to help supplement the training strategy that you're putting together then you can absolutely purchase additional ones um they are our currency or vehicle by which you can purchase service now training and adoption services so we'll be diving again into that a little bit here shortly so one learning credit equals $1 though some impact discounts May apply so keeping that in mind so as you go to perhaps purchase additional ones might be something that would be um useful to keep in mind now not to be forgotten is the management of the learning credits once you have them this is critical so identifying the people who will be um you know driving the learning mindset while ensuring you realizing that full value of your learning credits can't be overlooked so this brings me to our first call of action and this is really manage your organization's learning credits it's the first of the three M so I did I I you'll see my calls to actions all start with M so hopefully that'll help you kind of keeping that as a takeaway when you leave today so manage your organization's learning credits this is the first step to be sure that the right roles are in place so we recognize that the same person maybe who administers your instances may not be the ones who are managing training for the organization so we've created some specific roles training administrator and a learning credit manager to help give you a little more control of that now if you're someone who's responsible for learning credits or training the team check with your administrator to make sure that um you have that one of those roles or the correct role now these roles can be Hands-On or hands off as you like for example you can create open um learning credit pools that will allow anyone to in your organization to use those learning credits on on training that they might need or you can definitely turn on a feature that prompts requests to the administrator whenever a user wants to use learning credits for learning as an example so you can even assign people to training directly so you can allocate them you can assign that specifically and then of course um we're going to talk more about monitoring that which is going to be my third call to action in a bit where you can actually track training and certification along the way as well so so let's be sure that we can um we can take the training so you want to make sure you've got the right roles and then you want to make sure that the folks who are going to be assigned to manage these learning credits know how to do that efficiently um and and so that any questions that come along that they can be sure to to manage that so we have free on demand training available there's a lot of um KB articles out on now learning to help uh answer any specific questions you might have around that so I've got some links here again the deck will be shared with you so you'll have access to these afterward as well so that was our overview of learning credits the sort of the how the what the why of them and the critical step of course of managing them once you have them um and so once you've got the right folks in there that allows your users to then benefit from all the great training entitlements um that you get through impact so now what I'd like to do is talk about some specific areas in our training and adoption portfolio that do require the use of learning credits so that you can better plan and sort of map out your training strategy and the use of them so where I like to start because anytime we're talking about training an adop option it's always a good idea to start with the audience right who is it that needs training and what is that going to look like so once we have that information defined we can then begin to explore the different solutions that might best be suited to that particular group so what I want to do is kind of take a look at some of those particular Solutions and how it varies into those particular um audiences so first up is our Technical Training portfolio now remember remember as an impact customer you have access to our on demand training catalog um keeping in mind the tiar that we spoke about earlier right so fundamentals or some of the fundamentals in advance so on demand it's going to look a little differently depending upon the tiers now service now provides a wealth of learning for our technical folks including um you know instructor-led deep Dives supplemental on demand learning um much of that can be is is free and ACC accessible within our catalog we also have our industry recognized certifications they're gold standard of kind of demonstrating capabilities and a quick way to sort of look across your team and feel confident about the skill sets and to make sure that they're current comprehensive and and ready to go for the different challenges or upgrades that you might be you might be experiencing um for these technical users I definitely recommend following established paths to earn certification So within each of those areas we have those paths and I have links in in information for that here coming as well but let's not forget about business users so we saw the technical users our business users this group you know we don't want to lump them in with our process users because they often need training earlier in an implementation to help build requirements so they might need to learn some out of the- boox features to be able to have those kinds of conversations and that they might need to be able to you know speak the language of the platform if you will a little bit more technical than say our process users so as you look to utilize learning credits in the best way possible there are some options to be aware of and although the OnDemand portfolio is vast not all Learners thrive in this modality right so they may prefer the structure and almost the ability to say I'm taking a three-day training course and this is what I'm doing so turn off my phone and really focus on that training for today um and so people learn differently and so what we do have is excuse me is the ability to um look at instructor-led options and so what I've outlined here are some some areas that you can think about where you would need to spend some learning credits as you're looking to build out that training um training plan for your for your team or organization so our instructor-led courses there they can be offered a kind of virtual public where someone from your organization goes and they're um taking a course with other folks from other organizations and those ranged anywhere from 1,700 to 2400 learning credits per learner right so per person now if you have a group of eight or more folks within your organization who are looking to take the same instructor-led course it's a good idea to start looking next to that which is a private instructor Le course there are a lot of benefits to this so essentially it's you know you can combine your business users your technical users say they're all kind of starting out um let's say you're deploying um you know a CSM and they all need to go through a CSM fundamentals class this is a great way to bring them all together really set the base get them talking discussing about Concepts that are being taught um all at the same time so that's something that to be thinking about a private class options that could be available to you I've outlined some specifics of that but of course you can always we can always share additional detail as needed now the next one is a private tailored session so or you know a tailored class essentially so what that can do is you it allows you if you don't want to take our um one course in its entirety what you could do is look across some of our syllabi and say you know what makes sense for our group is to pull in the first two modules of say service now admin fundamentals and these three modules mod within within CSM fundamentals and we're going to combine it into a three-day class right so that that way I'm getting the best of all of these things that really suits the needs to my Learners and what we're looking to gain from this kind of training so this is an option I think that often time gets overlooked um but it is something to call out in that um if you have folks who are looking to go down a certification path they would need to take that course in its iry to qualify for the voucher to sit for a certification my example there is service now admin fundamentals is tied to our certified system administrator um Mainline certification right so if you combine and you only took those first two modules from that course they've not completed that course holistically so they wouldn't be ready to sit for that exam one um so they wouldn't qualify for the voucher and to sit for that certification so that's one thing to kind of keep in mind as you're thinking about possibly building out um tailored sessions um and what those courses are and what that might look like and who are the people who would be attending what their kind of ultimate goals are in their Learning Journey so something to keep in mind there and then I've called out for a technical specifically the guided customers right because as we looked at our tiers of impact there were a couple of things there that um that you know specific to this group where you could also uh benefit from spending some learning as an example to to take an advanced course like I talked about um you know itsm implementation or um or perhaps performance analytics Advanced so so something like that and also those vouchers for certification might be something worth investing some learning credits into as well okay so that's a lot those are our technical groups but these are specifics that I wanted to call out in ways that you could again spend some learning credits as you're building out those plans now next let's talk about options that are available for those end users um and customers right so you might have tens of thousands of these even hundreds of thousands um and you don't need to send them to any three-day instructor-led courses but you do need to meet them where they're at with possible targeted Communications that's sort of says what's in it for me what's different what do I need to know and as well as in application support when they need it so this might look like quick recorded short training videos at the time when I need to pop that open and see you know how do I man how do I navigate around in this particular area or perhaps a quick reference guide of some really specific items to help me understand and work in the knowledge base um something that could pop up if I ask a question the other group here that we're really focusing on custom Training pieces would be your process users right so the most important thing for this group is capturing their actual instance that they're going to be working in right so our team could engage once your uat is complete those configurations are stable and then we would come in and learn about your process we would do a walkthrough of your process create those training materials based on screenshots from your instance and that way when it comes time to train the individuals they're actually getting hands-on experience um in your configured you know environment so it's not foreign to them they've seen it before they're ready to go when you flip the switch in a in a few days and and they're they're they have that familiarity that they need to be confident and and and also to really help that adoption of the new tool so this could really look like um you know a number of options available to them and this is again where the custom Training team comes in offering just multitude of deliverables and the number of learning credits for each of these will vary so this is definitely something that you'll want to talk with your your team about your service and now team about um you know what's kind of best for you where you're at and what those um what those audiences are going to look like now if you um there are a couple of here you heard me talk about sort of our custom content development where we would create a really robust thorough comprehensive training material including a Hands-On lab exercise so they can actually get in and and kind of move around have a sense of of their environment um or it might be you know some supplemental training like to sort of reinforce some of those key Training Concepts like recorded demos um is an option where you know kind of think YouTube quick learning where maybe I want to change the watch or the battery in my watch and so I'm going to go and check out a quick three minute video on how to do that and I'm done and now I'm I'm ready to go so these can be made available right where they're working in the screen that they're working they don't need to navigate away from that they can simply Pop It Up watch a quick video and then kind of move through and complete the work that they need to do so it's a really nice way to again reinforce what they might have learned in some of our more robust training um that might include an a custom OnDemand course that they could take at any point in time that you could put into your own LMS system making that available to them when they either join the team or you're launching a new product as an example so a lot of different things here um that really could focus in on those process and end users and and really getting their adoption where we'd like it to be and um and helping to make them successful so custom Training something to keep in mind for learning credits uh going forward now as we kind of continue down our path the the last area that I'd like to really call out again for an area of learning credits uh usage is our um is our change enablement engag engagement that we all offer here at service now so we all know how important that user adoption is to the success of any project and this is just another option that may be of interest to you when thinking about maybe rolling out or deploying some new um new uh new product set so this can really range as you can see across the top um from a 60,000 to 95,000 learning credits and this is really a tiered packaging so it's going to be based on the scope of you know how many different modules how many different business units are you looking to roll out and all of these things how many users are we looking to really influence and and help to um push that change across the organization but this is a service now L engagement where we really um our team can come in and really start from beginning throughout the project and help lead that change um to be sure that we're looking at the right stakeholders do they have the right training is the communication in place to really again drive home the excitement and the changes that are coming and really build the Champions that we're looking to have across the organization this can also be used in tandem with um you know Partners who may be using a or who may be driving a larger organizational change management initiative across the organization this fits really nicely with that um in the sense that this is very focused on the service now uh deployment at hand so if you're looking to say deploy itsm across the organization it's as yeah it does lead up to the larger organizational change management initiative but it is also very focused on it and that itsm service now success roll out right so that is something to kind of keep in mind as you're as you're thinking about change enablement and if that's something that we could assist with so let's see this kind of brings us to our second call to action which is let's make a plan right so our first one really uh helped us to say you know how are we how are we managing our learning credits once we get them and now that we have them we've got to make a plan put that plan in place to help Drive the success um and continue to upskill our organization and our teams so there are a couple of things here to kind of get you started and you heard me reference this earlier is that we have defined learning paths and career Journeys um as a place to be looking at for those folks looking for certification paths or growing uh across individually across different levels of their particular role these are great areas to to tap into and take a peek at this can help you understand okay these are my courses for these five folks they all need to take service now platform implementation these are how many learning credits I'm going to need because I'm going to go ahead and schedule a private course for that right so these are the kinds of things um that you can start looking at to help drive those decision-making and where you're going to focus the learning credit spend that you have now thinking about kind of The Next Step um for those of you um you really want to think about you're working closely with your impact Squad of course that's what they're there for they can offer additional recommendations and other additional resources a couple of those I wanted to call out are accelerators that might be available to advanc and total uh customers um that can that are really focused conversations around the right roles that you have in the organization and do you have the right number of folks within the organization to support in a way that you want to be successful um the platform that you have and the platform that you're looking to build and and and grow so these are things like uh the training strategy assessment uh which is one that can help you build that training plan um the COI the coei design again it looks across really helping to think about that center of excellence and and and defining that and the Staffing and roles review is a great one as well that really kind of helps to establish what are the rules you have what are the rules you need let's think about what those numbers are and again how do we maybe upskill someone from another area or cross Trin folks um because perhaps we're going to share those responsibilities so those are things to to take a peek at and then also within now create a great asset really helping again to outline how to um how to build out a training plan and get that in place to help uh align that with your own adoption timeline so some great resources there and our final area is um oh I've got another poll this is very exciting so let's take another quick poll you should see it pop up on your screen here and this is one really I just wanted to get a sense um you know to to really have you describe you know what was your awareness around these different options that you have available to you in which you could spend your learning credits is this something that you know hey you know I'm this is all new to me um I'm I'm really excited to to learn more about it or maybe you knew a couple of them right like ah I knew about um you know private classes as an example but I learned something new today and if you did please share that in chat so we can we can hear how you know how people are are gaining knowledge here today and then maybe you've you're very high right familiar and awareness of all these different options that are available to you in which to spend learning credits so I'm seeing some things coming in which is always really exciting and it's looking very similar to our last poll so it's really sitting in those first two pretty equally here so far and just a few of you are kind of at the high level and really understanding a great use um of of learning credit so great thank you for your participation I I love to see that and and uh hopefully you are are going to be taking a lot away from this today so that brings me then to our last our last section where I wanted to just talk about you know again reemphasizing that you know the learning credits are important and they are there there there's some critical thing some critical things that you want to remember you know once you have them in you know in in place one being is that they have an expiration date and so to help you keep this top of mind I've compiled you know a few key points to remember as you're working with your learning credits and really building out those plans so as you uh look to create your training plans it's imperative that you think about the timing and how and when you'll be using those learning credits so uh wanted to be sure you know that they're valid from 12 months from the date of purchase so so you've got 12 months um and often times and we find in talking with customers is you think 12 months is a long way away but just like now I'm like December is tomorrow I don't I don't know how that happened but here it is and it sneaks up on you so it's really important to have that plan and make sure that you've got um you've got times baked into that plan and what I mean by that is if you're looking to have custom Training create some training and roll out and you've got a go live coming for let's say February you know you want to make sure that you have enough time because we often have long lead times for those for those for those Services we want to make sure that you're planning ahead we're resourcing appropriately and that we can be sure to um be sure to work with you and provide those deliverables at the time that you need them right so other key things so when we're thinking about our expiration dates um you know fast forward 12 months and here we are there are some very specific things to keep in mind and so I added these here again so you have them as takeaways and you know you know when these happen and why and when to expect them so there's a specific time the last time to spend a learning credit 11:59 Pacific time the day of expiration and they expire at midnight and the day after expiration right so it's that 11:59 you can spend them right up to the minute but as soon as it's that midnight time frame they're expired okay so the other thing that I talked about lead time is you know live courses if you're looking to take an instructor-led course you need to not only enroll in that course but it has to be completed um before that expiration date it's really important right so and as well as custom training so if we're creating deliverables for you and providing that training for your group we want to make sure we we're not only baking time in to create that M those materials but also at the end that your learning credits need to be still valid by the end of that project right so we want to be thinking about all that as we're looking for those time frames um so really important keys I just want to make sure to call that out and then what that's going to do then is bring us to our our final call of action today which is our third M right if you remember we had manage make a plan and now we're going to monitor so it's really important once we have that plan in place that those learning credit um those learning credit managers training admins are accessing their dashboards available in now learning and you want you can see all the progress that's happening there certifications that are um certifications that are coming due so that you can then say you know do I have a certification um maintenance fee perhaps that I want to cover especially if you're a guided customer that is not something that's included as part of the package and you could definitely use some learning credits to cover that for an individual so those are some things that you you want to be thinking about and you know once you have a training plan in place um it's important to know that it's it's a living breathing strategy right you don't kind of set it and forget it but oftentimes you're going to be revisiting that re-evaluating perhaps an individual who might be switching to a new role and maybe now we need to look at a new learning path or a new Learning Journey and now we need to fold in some additional instructor-led courses um so these are things that I like to call out because sometimes we just we kind of get we get it in place and then we sometimes forget about it and um it's really important to kind of stay on top of it and make sure you're utilizing those learning credits and that and then more most importantly that the individuals that are part of your learning plan are you know looking at holistically where they're looking to go and making sure we're getting all the training um that we need across our organization so that's it we made it to the review and this is a you know a really key piece so today we we learned a lot about learning credits some of the little details and nuances of them um some of the areas where you can focus even as impact customers some of the things that you you gain those entitlements that you have as part of your impact package where you don't need to spend learning credits but Focus rather on some of the areas where you could spend those learning credits and then also kind of key points to make sure that you're staying on track and uh that learning plan once you get it into place um so here again I've got kind of your next steps uh to kind of keep in mind and help you kind of gather and and navigate to some of those areas that can help you be successful um so I think as we come to the end here I can see our our chat our Q&A has been really active um just a couple of quick things here kind of to help accelerate value uh for you service now impact so there's the impact community so those of you you might be aware of that but this is a great resource to go and kind of talk with other customers and and Learn and Grow um and find events such as these um training and certification right so these are you again some other references about some of our Technical Training guides some of our instructor-led courses and then expert Services of course helping to do um lead some of that implementation work so what you'll see here I've got um I brought up kind of future webinars and meetups um this is definitely a spot where you can go kind of take a quick take a quick pick of the the QR code and that way you'll be able to see and be notified of other um and you can see other upcoming events that might be of interest to you all right how are the q&as I was just trying to call out a couple of them here as we went it looks like looks like we got some some good ones here and um the material um is going to be shared again the recording in the deck is going to be posted the link below so feel free to capture that out of the Q&A okay and with that that kind of brings us to our end so again I appreciate you all joining us today and we look forward to having you at Future webinars and good luck with your learning credit spend we look forward to look forward to supporting you on your journey thanks all