ServiceNow partnered with Intrepid to launch its new globally distributed Certified Technical Architect (CTA)
program to meet growing market demand for its technical architects. This rigorous, cohort-based program
develops the technical and client communication skills required for experienced architects to meet customer
needs. Thoughtfully designed on Intrepid’s collaborative learning platform, the global training program has
scaled rapidly, improved participant skills, and increased revenue – exceeding all program expectations.
Challenge
ServiceNow customers rely on architects to realize their
organization’s desired strategic outcomes. They are critical in analyzing and translating business information and technical requirements to design and implement solutions on the ServiceNow platform.
Increasing complexity of customer implementations, combined with a rapidly expanding suite of ServiceNow digital products and solutions, has urgently stepped up the demand to elevate the skills and increase the number of Certified Technical Architects available to support customer needs.
To meet this need, ServiceNow determined it needed to overhaul its Certified Technical Architect program to be scalable and repeatable for a global audience, while also providing a world-class collaborative learning experience.
ServiceNow faced three key operational challenges with the CTA program.
Increasing complexity of customer implementations, combined with a rapidly expanding suite of ServiceNow digital products and solutions, has urgently stepped up the demand to elevate the skills and increase the number of Certified Technical Architects available to support customer needs.
To meet this need, ServiceNow determined it needed to overhaul its Certified Technical Architect program to be scalable and repeatable for a global audience, while also providing a world-class collaborative learning experience.
ServiceNow faced three key operational challenges with the CTA program.
"We needed to ensure our Expert Program had a platform that was intuitive and able to provide a strong level of learner engagement through various supported modalities, but also streamlined and easy to administer as we scaled globally. Intrepid allowed us to create an award-winning program that has exceeded the expectations of our team, and of our learners.”
Shellie Grieve - Director of Innovation, ServiceNow
ServiceNow selected the Intrepid cohort learning platform
to launch their CTA program in October 2021. Their objective
was to provide a blended learning program to improve
and certify candidates’ communication and collaboration
capabilities as well as their technical architecture,
governance, and operational skills related to the ServiceNow
platform.
The CTA program was a blended 12-week learning program, which included live virtual sessions, self-paced learning, individual and group assignments, quizzes, and a capstone project. Cohorts for the CTA program included up to 60 learners, a ServiceNow Delivery Manager, and two Master Trainers to support each cohort. Within each cohort, each learner was assigned to a team of five to seven learners to work together on group projects that reflect the type of work technical architects typically do on the job. The cohort sizes were small enough to ensure rich collaboration among participants
The CTA program was a blended 12-week learning program, which included live virtual sessions, self-paced learning, individual and group assignments, quizzes, and a capstone project. Cohorts for the CTA program included up to 60 learners, a ServiceNow Delivery Manager, and two Master Trainers to support each cohort. Within each cohort, each learner was assigned to a team of five to seven learners to work together on group projects that reflect the type of work technical architects typically do on the job. The cohort sizes were small enough to ensure rich collaboration among participants
0X
Increase in
Program Scalability
Program Scalability
0%
Increase in
Net Promoter Score
Net Promoter Score
0%
Increase in Initial
Pass Rates
Pass Rates
Solution
ServiceNow selected the Intrepid cohort learning platform
to launch their CTA program in October 2021. Their objective
was to provide a blended learning program to improve
and certify candidates’ communication and collaboration
capabilities as well as their technical architecture,
governance, and operational skills related to the ServiceNow
platform. The CTA program was a blended 12-week learning
program, which included live virtual sessions, self-paced
learning, individual and group assignments, quizzes, and a
capstone project.
Cohorts for the CTA program included up to 60 learners, a ServiceNow Delivery Manager, and two Master Trainers to support each cohort. Within each cohort, each learner was assigned to a team of five to seven learners to work together on group projects that reflect the type of work technical architects typically do on the job. The cohort sizes were small enough to ensure rich collaboration among participants and trainers. The trainers also led weekly live discussion and presentation sessions, contributed to asynchronous discussions, provided feedback on team projects, and shared real life examples and experiences.
Cohorts for the CTA program included up to 60 learners, a ServiceNow Delivery Manager, and two Master Trainers to support each cohort. Within each cohort, each learner was assigned to a team of five to seven learners to work together on group projects that reflect the type of work technical architects typically do on the job. The cohort sizes were small enough to ensure rich collaboration among participants and trainers. The trainers also led weekly live discussion and presentation sessions, contributed to asynchronous discussions, provided feedback on team projects, and shared real life examples and experiences.
“Each week I was able to apply what I learned with my existing accounts. I repeatedly reference my notes from the program in my day-to-day activities and have become more comfortable facilitating and leading discussions with leadership.”
Participant Feedback
The most innovative elements of this online learning
experience for a global audience include:
- A single localized platform that provides easy access to learning program materials – no matter the type, quantity, or location
- Connected disparate learners around the globe within cohorts to support each other and learn together in a seamless, scalable collaborative learning experience
- Real-world assignments including opportunities for learners to practice and improve their presentation skills through recording and sharing video assignments, and receiving feedback via peer reviews.
Results
The redesigned ServiceNow CTA program delivered on
Intrepid has proven to be highly successful across all key
objectives. ServiceNow increased program scalability,
increasing cohort size almost threefold from the original
pilot, and velocity, launching a new cohort each month.
The demand for the program has surpassed leadership
expectations, with program seats selling out within hours
of release, resulting in a waitlist of hundreds of
eager participants.
Intrepid’s automated functionality has reduced ServiceNow administrative time and overhead significantly – largely attributed to the consolidation of all related data and reports now residing within the Intrepid learning platform.
Most significantly, learners benefited meaningfully after ServiceNow transitioned the program to the Intrepid platform. For example, the net promoter score increased 25 points (from 58 to 83), and learner engagement and satisfaction increased from 3.48 to 3.8 on a 4-point scale. And critically, initial pass rates for learner program capstone projects increased from 62 percent to 78.5 percent.
Intrepid’s automated functionality has reduced ServiceNow administrative time and overhead significantly – largely attributed to the consolidation of all related data and reports now residing within the Intrepid learning platform.
Most significantly, learners benefited meaningfully after ServiceNow transitioned the program to the Intrepid platform. For example, the net promoter score increased 25 points (from 58 to 83), and learner engagement and satisfaction increased from 3.48 to 3.8 on a 4-point scale. And critically, initial pass rates for learner program capstone projects increased from 62 percent to 78.5 percent.