Creation of ServiceNow™ training concepts for an IT consulting company

Designing a functional and technical training program on the ServiceNow™ platform within the consulting business as part of the Junior Consultant Onboarding Curriculum.

Customer Profile

The client is one of the leading ICT service providers in the German market for data center, network, and application operations. With more than 800 employees, the company develops and operates information systems for its clients, ensuring long-term system support and the availability of critical business processes.

Methods & Technologies

ITIL 3.0, digital/e-Learning, study groups, webinar learning, micro-content learning, knowledge base, on-site and remote presentations, hands-on use cases, issue resolution – Standard Microsoft Office, MS Teams/SharePoint, ServiceNow™

Starting Situation

As part of a junior training and development program, the client experienced a high demand for expertise in the functionality of ServiceNow™ and its technical development possibilities.


The solution involved designing a training concept that aligns with the specific training needs of the client. After design and approval by the client, the training for approximately 12 new employees was planned and executed accordingly. A selection of the most effective learning methods outlined in the concept was applied to ensure the highest rate of successful certifications for individuals.


The result was the successful certification and onboarding of all selected new employees, who were shortly after integrated into the client’s internal project management and service consulting.

Similar use cases