All Aboard for Onboarding: How One Large Transportation Agency Elevates ServiceNow Training With Thirdera

 As one of North America's largest transportation networks, this transit authority is responsible for serving over 11 million passengers on a typical weekday. To increase efficiencies, the agency moved to centralise its IT business management processes through ServiceNow several years ago. 

After guiding the organisation through a successful ServiceNow implementation, Thirdera won a five-year project and delivery support contract. Although some of the organisation’s employees were already beginning to use some of ServiceNow's features—including Incident, Request, Knowledge, and Change—and perform some system configuration, they needed more in-depth training to get the most out of ServiceNow. Specifically, the organisation was looking for a partner that could provide flexible and efficient training for its large workforce.

The transportation agency now relies on Thirdera’s custom training capabilities to provide ongoing ServiceNow onboarding and training for newly hired team members. With Thirdera’s customised, role-based training curriculum and courseware, the organisation has been able to maximise its investment in ServiceNow and empower its staff with the support they need to use the platform effectively.

Key Challenges

	Immediately following the ServiceNow implementation, the organisation needed to train over 100 staff members on the new platform in just two months. These employees had different job functions, skills, experience, and levels of technical comfort, requiring a variety of training types and methods.
	Employees had started using some of ServiceNow’s features but were not tapping into the platform’s full capabilities because of a lack of education.
	ServiceNow upgrades and enhancements were occurring during the training window and had to be addressed in real time to keep employees up to date.
	Employees needed customised training, curriculum, and coursework to address their specific roles and ServiceNow use cases.
	Staff required individualised support with a full-time trainer and “office hours” where employees could get answers to their questions.

As a large organisation, employees held a range of positions and came to onboarding with different levels of expertise, technical knowledge, and skills. The agency needed a partner that could meet its diverse training needs and deliver personalised support to make ServiceNow training effective and engaging.

ServiceNow continually updates and enhances its platform to deliver maximum value—a major benefit to its customers. However, this also means that training needs to be regularly updated to keep employees informed and reflect the changes to ServiceNow. To keep pace with these updates, it was important that the organisation’s training partner had ServiceNow experts who could keep up with any enhancements.

Thirdera ended up winning a five-year contract with the company because of our ability to provide superior onboarding, training, and delivery assistance. After supporting the organisation through the technical implementation of ServiceNow, choosing Thirdera as its training partner was a natural choice for the organisation as we had demonstrated we had the ServiceNow knowledge and experience needed to help them unlock the full potential of their investment.

Our Solution

Thirdera developed customised training curriculum and courses based on the organisation's needs. Each employee started with ServiceNow 101 to understand the basics of the system and then moved through a specific curriculum path centred around their role. 

The role-based curriculum provided tailored training based on the employee’s role or job function, such as supervisor, ITIL, or project manager. The comprehensive curriculum trained employees in the critical areas of ServiceNow, including ITSM, ITBM, and ITOM. The training was delivered to the staff virtually along with leave-behind deliverables.

Beyond the customised training, Thirdera provided individualised support to help employees gain an even deeper understanding of the course material. Thirdera offered the staff “office hours” where they could ask questions and get clearer insights during one-on-one conversations with our in-house ServiceNow experts. Thirdera even added a full-time trainer to its contract team to ensure that the organisation received individualised and extensive support.

The Result

Thirdera’s curriculum and guidance enabled the transportation authority to quickly scale its training to help over 100 employees become fluent on and adopt the ServiceNow platform. With customised lessons based on company role, each employee learned how the software could be used based on the employee’s role in the organisation. Thirdera saved the company critical time and resources in onboarding and training while improving its workforce's learning process and productivity.

Thirdera added a full-time trainer to its contract team dedicated to answering questions, updating the curriculum as needed, and ensuring that employees receive a world-class learning experience. Training flexibility ensures that the curriculum remains relevant and updated—even as ServiceNow is enhanced and updated.

Because of Thirdera’s unique approach and commitment to excellence, we have been supporting the organisation’s training requirements for almost five years. With our dedicated ServiceNow practice, reputation for quality, and ability to build strong relationships across all levels of the organisation, the transportation agency has found its go-to ServiceNow training partner in Thirdera.

About Thirdera

The largest pure-play ServiceNow partner in North America, Thirdera is a trusted Elite ServiceNow partner focused solely on improving and innovating the way our customers leverage the ServiceNow platform. Our experts possess authoritative capabilities and skillsets spanning the entire Now Platform. This extensive platform expertise allows us to understand our customers’ needs and deliver tailored solutions that solve business challenges.

Contact us today to discuss your next project, and enter a new era of ServiceNow partner experience.