here's the scenario you've got the budget you've got the perfect implementation partner and now your service now instance is ready to be Unleashed to your entire team but not so fast your team has other ideas they are super fine using the Excel spreadsheets and the manual processes that they've been using forever but you know that those manual processes leave you vulnerable to risk and in the long run are going to cost you more time and money but what to do well I have the answer for you I am about to introduce to you one of my favorite people in the service now ecosystem and one of my mentors so without further Ado let's welcome Alex Derby to the stream what it do Alex thank you thank you thanks for having me colie it's it's great to be here and uh hopefully can give some insight into today's uh topic which will be uh all about training which is nice that's right because you are the senior vice president of training at Glide fast Consulting and you your team does some really interesting work so talk to me a little bit about what we're talking about today uh so today we're going to talk about service now training and it's what I do all the time have been doing it for the past oh Lord 10 years and some commonly Miss training opportunities uh some commonly missed personas that need training which means if you're missing out on these training opportunities you're missing out on getting your full return on your investment in service now really ain't that right so talk to me give me a high level view of the type of work and you kind of hinted at this the type of work that you and your team do well what our whole purpose is is to really Drive adoption of service now for our customers to make sure they're getting full value from their service now and glide fast investment you know not only only the licenses from service now but the investment in Glide fast when you're implementing and configuring these uh uh these service now instances uh we really focus on six personas in service now we train these folks in a variety of different ways based on your preferences and your Glide fast implementation or not we can also do things that are not imp uh implemented by Glide fast you said that you can do trainings that are not implemented by Glide fast so if a customer say company a has a service not implementation but they went with partner X they can still come to your team for for enablement training yeah absolutely we can walk through basically open up an instance take a look at what's been designed and let you know the way that we may handle it with all of our experience combine that with your organizational knowledge and uh do training on just about anything from service now whether that's straight up out of the box or done by a different partner or of course uh we prefer the cide fast implementations sure okay so car on you were going to tell me about the six personas I'm I'm listening yes so most of the time we handle it with uh custom Training we build out training for what is needed because everybody has a different instance at the end of the day uh but we also recommend the pre-built training from service now I think uh now learning or the community or pre-built from Glide fast on our YouTube channel which is incredibly popular way to learn right short to the point uh although we do have the six General personas and we'll get into all of them today uh we do training for the following two are really the primary groups that need training at go live and they're the two main pieces of service now right the requesters and the fulfillers as they've been called in the past or as we like to call them in others you have your end users and your process users uh so the end users are they they request stuff right they're the ones who need they're called requesters they could be employees clients customers they usually submit uh their needs or what they want through a service portal or the new employee service center uh but they may also call they may email they may chat they may do what I call a driveby which is walk by your desk and say hey I need this can you do this uh they may create an incident because something's broken they may request a new laptop or create a case for support among any other millions of ways to interact with service now sure um we usually train these folks uh with just a a five minute video if needed right if you do Glide fast implementation the service portal right we have a service portal team uh is usually designed for an online shopping experience right so you don't you might not even need training if it's intuitive enough uh but we'll put together something that's quick and easy just to release as part of your sort of organizational change management package just to give them the idea that this is where you go this is where you log in this is how you search here are some categories and then probably give them a shot at knowledge articles but usually pretty quick and to the point what I like about what you said is that your organ that your team creates these short videos you mentioned like five minute videos because I can imagine that when a user is a requester or fulfiller as you say when a requester or fulfiller is in need of information though 30 minutes does not seem to be that long but when you want to get that information right away just a video that's just a couple two three minutes long can really save time and kind of minimize frustration am I understanding that correctly is that how your customers kind of view that absolutely uh you know just basically where do I go to find what I need and they don't want to spend anywhere near 30 minutes with that you know especially with the YouTube type of style of learning that we have now you can fix your kitchen sink in two to three minutes so you should be able to you know navigate a service portal or Employee Service Center in that same amount of time and also that you know if you see something only takes five minutes to learn that's a lot less of an impact and seeing something that's going to take 30 minutes or two hours right it just helps with the change of everything to make it shorter absolutely so talk to me about the the usual trainings no problem so our usual trainings are what service now cost process user what we call Process users uh this is the bulk of who we train um they get the end users what they need they fulfill requests as sometimes called fulfillers they may resolve incidents create projects work project tasks or perform audits or what you know anything else within service now uh they're the service now that's working right that that that's where the commercial comes from that's where these folks are uh your service desk is process users these are also the folks that consume the main licenses of service now this is literally what you're paying for in service now uh the tough part is figuring out who these people are for different specific Industries and that's where I think the Glide fast Advantage really comes into play we have people that know these industries that have worked in these industries um we identify with our clients because we've been there right we've done these other jobs we've all come together at Glide fast to help people uh become this new job in service now uh we've been customer service agents on the phone opening cases we've been support technicians assigned to incidents we've been security dealing with a Dos attack so now we know how to teach these same folks the best way to use service now because of that experience as well as configure service now or personalize as the mayor likes to say to meet the needs of any organization from accounts payable in healthare or operations in Telecom or to HR and banking uh we want these people to get full value from service now as they are essentially the reason for service now I appreciate what you said about the folks on your team and throughout Glide fast generally have been on the customer side so they are well aware and have felt the pain of being in need of whatever the situation is whether it's needing to have that that spot on train or being an architect at a customer but just kind of knowing the pain points of being on that side of the house and understanding like how to address that and I see your team being pivotal and being able to make adoption a little bit more appealing you said something about organizational change management a bit ago would you mind uh kind of Bridging the Gap between training enablement and organizational change management or change enablement I think might be the new name yeah depending on what the the latest term is for it but basically training enablement is just a piece of organizational change management right and organizational change management is meant to address uh the sort of natural human opposition to change right you want to have an introduction this is going to happen right here's how you're going to be prepared uh here are the dates that it's going to happen here's some teasers about the functionality um here is how the organization is going to absorb this and then here's the training right this is how you're going to do this and we usually try to do that uh just in time like right at the time that change is happening so that people take the training and then do their job right or take their training then request the stuff that they need to uh so that it's uh they don't forget about it right at that same time and then followup what surveys you know how how the how did we do or how did the training go right so really the only difference is that training is just a piece of organizational change management as a whole what are some of the biggest obstacles that companies face after completing a successful service now engagement uh well one of the biggest obstacles is what I was just mentioning that natural human opposition to change you got people that been working at a job for six days six years 20 years they generally have a way they're going about doing that job and when that changes that's really tough to handle there's always a question why are we changing what is it what changing and then at the end of the day everybody wants to know what's in it for me what's going to improve about my life with this change uh and the fear is nothing right so we really at Glide fast what we aim to do is let them specifically know what's in it for them uh the people that are using service now on a day-to-day basis they need to have some excitement going into this change I always stress service now makes things more efficient makes it easier to do your job and therefore like at the end of the day you're it allows you to spend more time with family and friends because you're able to do that same job just quicker and more efficiently you know I think about in a former life I was in education and a big role of our managers was having to deal with call outs like if you're call if you're calling out six they spent a lot of time trying to feel like okay Miss Alexander is out today okay Mr Darby are you able to uh fill in for Miss Alexander hey Miss Smith are you able to fill in for is they spent a lot of time doing all of that so I imagine based on what you're telling me is that when you have a process in place you're able to get to the work that you're really there to do is to manage people to help their growth and the development of the organization instead of having to do these repetitive mundane tasks am I hitting the nail in the head a bit here absolutely and then also just not having to be aware of the full process that needs to happen right you you you do your part you're done then you have service now move on to the next part with a subsequent task an email being sent to somebody uh or what have you uh so you don't have to know that hey I need to email collie who handles this from Comm procurement it just goes to the procurement team you do your part you move on to the next piece right and all of that time that you save not have you know by not having to do the next piece of the job is time that you get back and again make your day shorter and spend more time with those loved ones sure talk to me a little a little bit more about just in time training you mentioned that a bit ago talk to me why just in time training is a better way to go than say let's just frontload all this training up you know at the end or at the beginning yeah and that's one of the key things is you know retention basically you want people to take the training and then within a week or with the shortest amount of time that you can tolerate be able to do their job next right the amount of time between learning something and then doing that thing uh if that goes for a long period of time you forget everything now we record our trainings of course right so you can go back and do it you know watch the recording again but that rarely happens uh when somebody goes by they're just going to go in and try to figure out their job so the closest they are to the training the better and coming off of a live instructor there's usually a general amount of incitement because we've shown them this is how you favorite this is your workspace that's essentially totally for you these are all the emails that get automated you don't have to send anymore right all that drives excitement because like you said it's it's getting rid of those repetitive mundane tasks um you know and then the further they get away the more you have to rely on the recording uh and then we also do what's called a quick reference card which it's pretty funny it's literally two pages or three pages of a PowerPoint deck it sums up everything as much as possible including terminology and just like little workflow Snippets to help them along and that serves as a great memory trigger once they get into doing their jobs so that little two to three page you know we do all this work we make this training we do this recording uh the shortest thing we build is is are those PowerPoint slides uh but they're the most used piece of curriculum that we have so let me just do a little synopsis here what I understood you to say is that you go into a customer's instance and in within their environment generally speaking because you're not just going into their instance but you're also engaging with the actual people who are within the organization to understand understand how they're using their service now interest how they're using their service now instance and how they can get the most from that investment I then heard you say that you create these very strategic Just in Time videos that can be very short concise until the point those then can be stored in a knowledge base right and then you have a reference card so they can really quickly get to that information as they need it am I missing something here no I mean just exactly right right we have you can have the opposite in the Spectrum too you can have an involved training where there's simulated exercises they can do in a Dev or a test environment or both and the real value of those short you know YouTube style videos or the the quick reference cards is that you can be doing your job and need to know how to do the very next minute of your job pull it up watch a video for two to three minutes check out this quick reference and then you know within five minutes you can move on to the next step so you get kind of the best of both worlds with us and by the way folks if you're uh watching this you'll see at the bottom of my little frame that there is a QR code that if you click on that using your phone you hold that up to the QR code it'll take you to a landing page this is for anyone who is in need of personalized training for your organization to increase adoption and to get the most from your service now investment if you actually watching this on your phone you're thinking oh I'm watching this on my phone how can I then scan it no worries got you you can also go to the description of this video it's also the very first comment of the chat where you can go ahead and click that link and we offer a complimentary training Discovery Workshop so we can figure out what your needs are and how we can best help you be off to the races with your service now implementation so Darby I want to ask and I know you're going to do a demonstration in a bit I want to ask you however I think the the most obvious question is service now once led by Andy ho shout out to Andy for his incredible service at service now has built an incredible learning platform called now learning how does that compare to what you do so now learning is fantastic right and there are three of the six personas that we just recommend now learning training for right whether that's a specific class or a career Journey which they've just came out with which really describes how to do a job in service now uh but they cover the process owners or you might call them product owners or management those people need to know how service now works out of the box they're usually participating in the implementation at Glide fast by designing requirements right they're writing stories with our team they need to take training to understand how their given applications incident project whatever it happens to be work out of the box so they're more knowledgeable about doing the implementation itself and then of course you have your admins and your developers and that's basically what now learning was built for uh so you can go in there and figure out how to maintain an instance how to maintain an application how to do some configurations that are intended by service now and then if you're a developer maybe a little bit of scripting to go the extra mile uh that developer role though usually is fulfilled by Glide fast I kind of let us do the do the tough part and we'll teach you the rest right on right on well I want to get into it so can you give us a little bit of a demo of the type of work that you do yeah absolutely one thing and kind of the reason that I wanted to come on and hang out with collie today is the the most ignored Persona uh of the six is like the reporting analyst or the somebody who has to do some sort of reporting in service now everything else that I just talked about is all about getting data into service now and it is rare that a person is taught to get data out so I just wanted to show a little bit of what kind of a training we would do for these reporting analysts or or bi folks uh or whatever it could be managers making their own reports right but a lot of people consume service now through reports and not a lot of people are taught how to do them uh so what we're looking at here is with any training right you always want to impersonate the person or the role or the Persona that you're training right you don't want to have an admin type of training because not every very few people are actually have that admin role so in this case we have someone who's basically kind of like a a reporting analyst but has has access to data and we're going to use the classic incident application as our we want to demonstrate today uh so what we're looking at right here is something we train all the time this is a workspace right this is a service operation workspace this is where Bo would go to do his work or see his team's work but let's say Bo has been tasked with uh dashboards and building out something from for a report right the first thing that we would show is the out- of the-box dashboards right so we'd show them to come how to navigate is huge key essential thing for us and then how to search for dashboards for example the incident overview dashboard right so you always want to show people what exists out of the box because that's if you can use out of the box you're done right you just know how to do it so this is an example of a dashboard where these not everything here you see is a report on the right hand side is everything that controls this dashboard so again going through this and showing somebody their group or showing somebody that you can do specific categories here which control all these reports here and then also that you can simply you know hold down the command or control key and you'll go right to data that simple part A lot of people don't know um you know we just had a a client who had been in service now for two years and didn't have any idea how any of this worked because they're always focus on the workflow and getting that into it uh so right you go right to now your Sir Classic service now view where you're looking at a bunch of incidents right so you're going from dashboard to report to the actual query against the list which is pretty great then the ability to go in and you know make create your own dashboard create your own reports right which is from a different module called view run very classic sort of as long as I've been in service now it's been here you can right click on these things and open them right so you can have multiple tabs open also something important to show people uh and then from here go find that report right incident open today and be able to modify and copy that by going to All In open today and this report is what backs up this dashboard so again you're just explaining basic structure to the report user coming into the incidents opened on today and seeing the underlying technology or the underlying query that exists for this and then being able to modify it very simply uh so first thing we teach is right you can't modify re report that's an admin functionality but you can insert and stay create your own report and now you can modify it and let's say this is incidents opened on Mondays you know and doing it this way is far more efficient than going through the service now Administration fundamentals course isn't it yeah and targeted to what this maybe this person is only concerned with making reports on incidents maybe this person's only concerned with making reports on projects or what have you they just need to know that table structure and go about their day so you're talking about a one to two hour class that focuses on quering against the table uh for example here very little used operator called Trend this trend allows you to create reports specifically for days of the week right little known fact takes me one minute to show you and now everybody knows it and then you run it you can see all of your incidents that have ever been opened on Mondays right just with something that simple uh or coming in and showing even something more complex related list conditions show me all of the incidents that have an alert task to them that are created on Monday where that alert is a severity of critical right and just this capability and allowing people to explore from here and we've been doing this for four minutes uh is pretty great and then running it luckily we don't have any alerts that are critical created on Monday so we don't have to do that you know what I also like about what you're showing is that I mentioned that this is a lot more efficient than going through you know a longer you know the 12 hour course or is it 8 hours 10 hours a lengthy course and now learning but you also are personalizing this as you mentioned for that particular customer's environment so it's really targeted so it's not like you have kind of have to like uh translate it to to see if it fits my particular service now instance if I'm a customer right right yeah sometimes what we build in training I'll try to use an example that they're actually trying to do so therefore we build bu something that they'll use and then also can use the video or the training to build something else so you really kill two birds with one stone which is really really cool you mentioned that you might do a a one to two hour course on reporting but then you will then take that video because I'm assuming that you're recording it and then you'll chop it up into smaller pieces to be more consumable pieces of content training content for future reference yeah absolutely depending on the budget of the client sometimes we'll do just the one to two hours right record it but then also do professionally edited ones because you know as I'm talking you get the ums and the Oz and me hesitating or moving around uh so we usually try to do it separately where you have a professionally edited video straight to the point um to do that way but e either way is fine yeah well I appreciate you giving that that snippet of what training will look like for a customer and I just kind of want to just kind of do a little recap because we talked about why training enablement and so number one greater adoption in your organization greater adoption of your service now implementation and Darby you also mentioned that you were working with the customer that had been with service now I've been working with that instance I'll say for two years but didn't know this particular uh aspect of reporting existed so this is not the training is not just for a brand new implementation right no no it could years from now you could be in it for for a long time you know we the client we were working with they'd been using case management for a long period of time and actually I was building a report to show the activity of the students in the training that I was given and through building that they were like wow we had no idea that you could do any of this right and it it gave just light bulbs went off for them and then they ended up doing uh more work with us and I trained them more on reporting uh because you can get a lot more technical with it and then they've eventually now they're like performing performance analytics experts right so it really opened up this uh whole new world of service now for them where they weren't just held to what service now provided in dashboards in reporting sure and then with service now having two major releases per year it's also useful so that those companies those organizations can unlock greater capabilities within the service now platform to even drive number two drive more business outcomes I don't know if you want to comment on that at all yeah for sure I mean the the the more you know about the data that's in service now and how it relates to each other which the key for reporting the easier it is to adapt to new things that come out because it's all going to be what they say records in a table right as long as you know what those records are and what table it is you can explore functionality with with ease and a lot more speed than just learning new right you come there if you look at it from a data perspective or a reporting perspective it's all just different tables and different records sure and then finally uh faster time to value on your service now investment uh we want to Move It from what we call it shelfware to to a real tool to a real situation that is driving those business outcomes and uh making this something that really is useful to your business do you care to to comment a bit about faster time to Value yeah I mean faster time to Value from a training perspective is all about adoption and you really want the people to adopt that are using the shops oh I can do my job better because I know how to do reporting Serv now or I know I can do my job better because I understand how this onboarding workflow works now uh and I can actually do it quicker and kind of move on with h about my life which is a lot better than top- down enforcement and that's what really doesn't work is when you you don't have training you're forcing people to do things they're uncomfortable with and it's a manager saying you have to do this as part of your K you know your kpi or whatever but if people are just doing it and exploring and then getting individual task boards and really using service now to make work their own it's a lot easier and you have immediate time to Value because it's exciting once you get in there and know how to use it you know when you say that it makes me think that strategic personalized training by glast could be the answer to De booking right yeah and it's you know use of licenses right you don't want to have be paying for licenses that people aren't using because that's the whole investment in service now you know it exists in the cloud that's what that's what you want at the end of the day is people using it because they want to tell me a bit about the complimentary training Discovery sessions can you explain a little bit about that yeah well what we want to do is just meet with you all we want to hear what your problems are we want to hear where there's a lack of adoption we want to hear what you don't understand either now or what's been changed over time that you might not understand uh let us know which way you want to learn it and then uh talk about it with you so and we're offering those for free to come and talk about what you need from training or say I have no idea we can let let you know what we've done in the past that's helped other customers 100% And you know at Glide fast we believe that we provide the expertise the commitment and the consistency that service now customers Des deserve and with that said we want to make sure that you are indeed getting the most out of your out of your investment in service now is quite an investment but it can drive some incredible business outcomes and service now is adopted by I believe it's 70% of the Fortune 1,000 companies so it is perhaps a game Cher for your organization so it's important to put that time and investment into making sure that your team is fully adopting the platform listen Alex Darby it's been quite a pleasure to have you here on a 100 days of service now I will see you at knowledge right yes you will is there any chance I could get that air horn one more time yes you can can thank you Alex I'll see you in the Whirlwind take care that was Alex Derby everyone senior vice president of training at Glide fast Consulting listen if you are interested in training enablement personalized to your unique environment go ahead and scan this QR code that you see in the screen or you can go to the description of this video and sign up for a complimentary training Discovery Workshop all right so I will see you on the next episode of 100 days of service now be kind and stay curious [Music] [Music] bye