Welcome to ServiceNow—the AI Platform for Business Transformation

We are thrilled to welcome you to the ServiceNow family. You’re now part of a proud culture of passionate innovators including 85% of the Fortune 500. Each is using the Now platform to deeply connect every corner of their business, all so their employees work seamlessly, and their customers engage effortlessly. Check out their stories here.

Let’s start your journey to success. The next six months are critical.

Onboarding can be complex, but it doesn’t have to be confusing. This brief Onboarding Guide not only can help you better understand the ServiceNow solutions you’ll be using, but also show how to get connected to valuable expertise: from internal resources to fellow ServiceNow users who’ve been right where you are today.

A quick look at the topics covered

[1] Connections. Get to know ServiceNow and how onboarding works

[2] Teamwork. Meet your ServiceNow squad and start organizing your people

[3] Exploration. Start discovering what makes your ServiceNow technology special

[4] Checklist. A summary of what and when for your speediest success

As our CEO, Bill McDermott, is fond of saying: “Let’s go!”

[1] Connections. Get to know ServiceNow and how onboarding works.

Goal: Explore resources, events, and forums critical to building your knowledge and preparing your team for effective onboarding.

Your actions:

• Get oriented. Attend the ServiceNow 360 Orientation Academy. Designed with you in mind, this live event provides astute expert guidance, inside insights that are immediately actionable, and wise strategies proven to work.
• Brand new to ServiceNow? Take the on-demand Welcome to ServiceNow course on Now Learning. It’s a beginner-friendly introduction to the seven core areas of ServiceNow and how to navigate the Now Platform, our cloud-based foundation that enables every ServiceNow product.
• Get connected. Meet with peers of all levels at our special gatherings such as 360 Exchanges, ServiceNow User Groups (SNUGs), and larger events like World Forums and Knowledge. Regularly check out Live on ServiceNow Events for even more opportunities to master your products and solutions.
• Get involved. Join the ServiceNow Community. You’ll find articles like this one and so much more. The Community is a highly active forum with regular posts from product experts and users, as well as lively discussions and best practice advice.

[2] Teamwork. Meet your ServiceNow team and start organizing your people.

Goal: We’re in this together. Get to know your ServiceNow implementation experts, stay connected to the latest information, and organize your own team for the utmost impact.

Your actions:

• Assemble your Platform team. Identify the key contact roles you need on your platform team.
  
  • Start with your Platform Owner. Share your Platform Owner’s contact details with your ServiceNow team so they’ll receive important communications and success tips.
    
  • Consider who you need for Building your Platform Team.
• Meet your ServiceNow team. ServiceNow account managers, Customer Success Manager, and implementation partners are ready to help you plan your next steps.
• Watch for emails. Be sure you are seeing emails from ServiceNow. You may need to check your spam folder and filters. This Knowledge Base article can help you change and update your contacts.
• If you’re a customer with ServiceNow Impact®, meet with your Customer Success Manager (CSM). They’re the single point of contact for your Impact Squad, and they’re there to help you achieve more value faster. They’ll connect you with the right resources to help ensure your long-term success. If you’re new to Impact, your CSM will contact you shortly to explain how to get started.

[3] Exploration. Start discovering what makes your ServiceNow technology unique.

Goal: Boost your ServiceNow product knowledge and skills, understand implementation best practices, and start your implementation.

Your actions:

• Go to your product hubs. Part of the ServiceNow community, product hubs are a one-stop shop for discussions, event information, release notes, and most importantly, Getting Started documents.
• Go to an event. Start with Live on Service Now events. Then check out in-person activities, too. You can find schedules for your area at ServiceNow events. You won’t be sorry. Whether in person or online, these gatherings get you a seat at the table for important discussions on specific product capabilities to industry topics.
• Go wild with knowledge. Visit (and bookmark) these additional resources.
  
  • ServiceNow Learning provides flexible online and in-person courses, ServiceNow credentialing, and more. There are courses designed for each person on your team.
    
  • Product documentation keeps you on top of updates and upgrades.
    
  • ServiceNow Customer Support. Where you can self-solve questions, submit support cases, and contact experts for help.

[4] Checklist. A summary of “what and when” for quickest success.

Let’s go! Now’s the time to get things moving on your journey to noteworthy innovation and immediate value. Here are some milestones you should be aiming for.

• By end of Month One:
  
  • Attend the 360 Orientation Academy
    
  • Set up your Platform Team and identify your Key Contacts
    
  • Get to know your ServiceNow team
    
  • Get familiar with online resources—from forums to libraries—and bookmark those links
    
  • Start prioritizing your business goals so you can plan quick wins
• By Month Three:
  
  • Begin your implementation
    
  • Have your team attend on-demand and instructor-led courses via Now Learning
    
  • Be a regular visitor to the online Community, and join in the conversation
    
  • Get focused on those first applications
• By Month Six:
  
  • Go live with your first application
    
  • Attend at least one in-person event (we’ll count virtual, too)
    
  • Take a step back and celebrate your team’s work (maybe a cake!)

Was this helpful? Your feedback is appreciated.

We hope you find this guide helpful in getting started and reaching your goals with ServiceNow. We’d love to hear your thoughts—please share your feedback on the guide in the comments.