SALT LAKE CITY--(BUSINESS WIRE)--Customer Education Management Association (CEdMA) announces today that ServiceNow, a digital workflow provider, is the recipient of the 2022 CEdMA Innovation Award for their innovative Certified Technical Architect (CTA) program offering.
The CEdMA Innovation Award seeks to recognize a CEdMA member company that has taken an innovative approach to solve a problem or address an opportunity. The Innovation Award selects one high-tech company or individual for outstanding innovation in education business methods or practices on a project completed within the last twelve to eighteen months.
“We are so proud of our Expert Programs team who challenged themselves to rethink how we deliver high-value collaborative experiences to our top-tier ServiceNow architects. Their results have been phenomenal. By using a flipped-classroom approach and placing the emphasis on cohort-style learning we saw major increases in both student engagement and success. This experience is supported by a user-friendly, collaborative learning platform with automation on the backend to make management simple and allow for integration with our Now Platform-based Now Learning experience.” -William Giammona, Senior Director, Training Engagement and Recognition, ServiceNow
Milind Gurjar, CEdMA Board President, comments: “IT professionals have to learn to speak the language of business to effectively deliver business outcomes with digital transformation programs. Deep technical skills combined with effective collaboration and communication skills are essential to become a trusted advisor to the C-suite. Service Now’s Certified Technical Architect program does an excellent job of developing this combination of skills through a cohort-based learning program that is innovative and effective.”
As a fast-growing company, ServiceNow was determined to respond to customer demands for transformational results. The need for a new type of consultant was identified – a consultant that could “go deep” into details with technical managers, but could also stay high-level in order to prioritize the business and discuss positioning with the C-Suite. The Training and Certification Organization at ServiceNow needed to develop a program that placed equal focus on both soft and technical skills. To meet the need, the Certified Technical Architect (CTA) program was created. The team researched and identified the Intrepid platform as their choice to develop and deliver this new program.
The program was designed to support the following six pillars:
- Single pane of glass – users had one place to go to for all of their learning
- Flipped classroom approach –access to self-paced learning modules, small group meetings and assignments, quizzes
- Progress motivation and tracking – provide real-time access to user progress in program, and points and leadership functionality to increase learner engagement
- Communication automation – automated notification of upcoming events and assignments, discussion posts, grades
- Automated rubrics – functionality that enables rubric configuration and the automation of score collection and reporting
- Scalable collaboration – group video submissions, peer reviews and automated assignment review and tracking
The first public cohort launched in October of 2021 and it was deemed a success as the results either met or exceeded expectations.
- Learner’s evaluations increased from an average of 3.48 to an average of 3.8 (on a 4-point scale)
- On-time completion of assignments increased
- Initial pass rates for capstone increased from 62% to 78.5%
- Delivery Managers commented on decreased administrative overhead
- Increased performance feedback for learners from peer reviews
- Increased learner engagement as tracked in points and leaderboards
The innovation ServiceNow showed was in creating a professional that was focused on both soft and technical skills, and did so through a cohort-based program. Bringing all of these ideas together in one program is not common in corporate technical education programs.
ServiceNow will showcase their innovation at the CEdMA 2022 Conference later this year. Previous award winners for the CEdMA Impact, Innovation, and Services awards can be found at http://www.cedma.org/about/awards. Submissions are now open for the 2022 CEdMA Impact Award. You can find the application form and details on our blog at www.cedma.org/blog
About CEdMA
Established in 1991, CEdMA is a leading professional networking organization for training executives, managers, and professionals within hardware and software technology companies. CEdMA’s 700+ members represent nearly 100 technology companies. As members, they benefit from a range of exclusive services including industry surveys, conferences, newsletters, an “ask the members” forum, and special interest groups. For more information about CEdMA, please visit www.cedma.org or send an email to marketing@cedma.org.
About ServiceNow
We make the world work better for everyone.
ServiceNow helps digitize and unify organizations so that they can find smarter, faster, better ways to make work flow.
For more information, please visit www.servicenow.com.
