ServiceNow has introduced AI Learning Guide and SimStudio within ServiceNow University, an AI learning platform transforming workforce development for the AI era. The new capabilities give customers, partners, and individual learners, including ServiceNow’s own global workforce, a faster, more personalised path to building real-world skills on the ServiceNow AI Platform.
The World Economic Forum projects a net gain of 78 million jobs by 2030, driven by technology, demographics, and economic shifts, with AI and big data topping the list of fastest-growing skills. This underscores an urgent need for reskilling.
The industry’s answer until now has been static instruction sheets, pre-recorded videos, and time-based certifications that measure course completion instead of competency. People need a safe space to experiment with AI in the flow of work, build confidence through practice, and chart a clear path to the careers emerging inside agentic businesses built on the ServiceNow AI Platform. ServiceNow University is that space: an open playground for learning where everyone is welcome, built on the science of play to counteract the fear of failure and make skill-building sustainable.
“AI will reshape every job. The companies leading this moment are redesigning how their people learn, adapt, and grow alongside it,” said Jacqui Canney, chief people and AI enablement officer at ServiceNow. “ServiceNow University treats learning as an operating model, not a programme. And it’s how we build an adaptive, AI-native workforce and unleash the human capacity AI can’t replace.”
AI Learning Guide and SimStudio drive AI career readiness with a coach + practice model
Most enterprise learning platforms deliver a catalog of content. Learners scroll through courses across multiple learning tools, with no guidance on what matters for their role.
AI Learning Guide changes that. It is a conversational AI coaching companion embedded directly into ServiceNow University that guides learners through personalised learning paths, surfaces relevant courses and certifications, and provides real-time coaching and feedback. AI Learning Guide delivers contextual recommendations and next steps, and acts as the coaching layer that transitions learners into simulation-based practice.
SimStudio is a hands-on simulation environment that lets learners prove competencies by practicing and performing ServiceNow tasks. Unlike videos or quizzes, SimStudio captures how a learner works, not just whether they finished a course, enabling richer competency insight. It flags whether they used ServiceNow best practices and offers feedback and alternative methods accordingly.
Together, AI Learning Guide and SimStudio accelerate time-to-competence and give learners confidence that they can do the work, not just pass a test. AI Learning Guide tailors the journey; SimStudio delivers the prove-it moment.
Underpinning both tools is a personalised learning profile that matches recommendations to each learner’s role, usage patterns, skills, and behaviours, surfacing what to learn next without requiring learners to navigate the full catalog. The profile applies “people like you” logic so a system administrator in financial services with heavy ITSM usage receives different guidance than one in manufacturing.
“We’ve built the AI platform. We need a learning ecosystem to match,” said Jayney Howson, chief learning officer at ServiceNow. “ServiceNow University democratises access to skills and gives people a place to experiment, fail safely, and gain real confidence. That’s how you unlock human potential and arm every employee with the know-how to operationalise AI across workflows, functions, and industries.
ServiceNow University reaches almost 2 million learners with 80% growth year-over-year
Without certified talent, enterprise AI investments stall, depleting leadership pipelines and slowing the innovation those investments were meant to accelerate. ServiceNow University is helping close that gap at scale.
One year after its launch at Knowledge 2025, ServiceNow University has grown to nearly 2 million learners and hundreds of thousands of certified professionals, with momentum across the entire ecosystem: customer learners grew 28%, partner participation increased 17%, and employee participation jumped 24% year over year.
According to an IDC study, sponsored by ServiceNow, organisations that complete ServiceNow training and certifications see a 536% ROI on training investments in the first three years through staff efficiencies, cost savings, improved productivity, and +16% productivity gains through upskilled employees[1].
Training and certifications also drive measurable partner and customer growth. According to a ServiceNow study, when partner teams have a certified implementation lead, their customers go live one month faster and report higher satisfaction scores. Customers with certified implementors show 7-point higher gross retention and 14-point higher net retention. The pattern is consistent: more certified professionals correlate with higher license usage, greater app deployment, and stronger retention.
Availability
- ServiceNow University is free and available to all employees, customers, partners, and individual learners at learning.servicenow.com.
- AI Learning Guide and SimStudio are available to learners today.
- ServiceNow University is expanding its reach to new markets: New Arabic language support launched in March 2026; localised content in Brazilian Portuguese is underway.
[1] IDC Business Value White Paper, sponsored by ServiceNow, “The Business Value of ServiceNow Training and Certification,” Doc #US52829924, April 2025.
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