ServiceNow has introduced AI Learning Guide and SimStudio within ServiceNow University, expanding its AI learning platform to help customers, partners, employees, and individual learners develop practical skills for the AI era.

The new capabilities are designed to provide a faster and more personalized path to building expertise on the ServiceNow AI Platform.

The announcement comes as organizations worldwide face growing pressure to reskill their workforce. According to the World Economic Forum, technology, demographic, and economic shifts are expected to create a net gain of 78 million jobs by 2030. AI and big data are projected to be among the fastest-growing skills during this period.

ServiceNow said traditional learning approaches often rely on static instruction materials, pre-recorded videos, and certifications based on course completion rather than demonstrated competency. In response, ServiceNow University aims to offer an interactive environment where learners can safely experiment with AI, build confidence, and prepare for careers in AI-driven enterprises.

“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 program. And it’s how we build an adaptive, AI-native workforce and unleash the human capacity AI can’t replace.”

AI Learning Guide serves as a conversational AI coaching companion embedded within ServiceNow University. It helps learners navigate personalized learning paths, recommends relevant courses and certifications, and delivers real-time coaching and feedback.

In addition, the tool provides contextual recommendations and guidance based on a learner’s role and progress. It also acts as a bridge to simulation-based learning experiences.

Meanwhile, SimStudio offers a hands-on simulation environment where learners can practice ServiceNow tasks and demonstrate competencies. Unlike traditional assessments, SimStudio evaluates how users perform tasks, rather than simply tracking course completion.

The platform identifies whether learners follow ServiceNow best practices and provides feedback along with alternative approaches. Together, AI Learning Guide and SimStudio are designed to accelerate time-to-competence and help learners gain confidence in applying their skills in real-world scenarios.

Both tools are supported by a personalized learning profile that aligns recommendations with a learner’s role, usage patterns, skills, and behaviors. The system uses peer-based insights to tailor learning experiences. For example, a system administrator in financial services may receive different recommendations than one working 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 democratizes 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 operationalize AI across workflows, functions, and industries.”

One year after its launch at Knowledge 2025, ServiceNow University has grown to nearly 2 million learners and hundreds of thousands of certified professionals.

The company reported strong growth across its ecosystem. Customer learners increased by 28% year over year, while partner participation rose by 17%. Employee participation also grew by 24% during the same period.

According to an IDC study sponsored by ServiceNow, organizations that complete ServiceNow training and certifications achieve a 536% return on investment over three years. The gains are attributed to staff efficiencies, cost savings, improved productivity, and a 16% increase in productivity through workforce upskilling.

Additionally, ServiceNow reported that certified implementation leads help partner customers go live approximately one month faster while achieving higher satisfaction scores. Customers working with certified implementers also demonstrate seven-point higher gross retention and 14-point higher net retention rates.

The company noted that higher numbers of certified professionals are consistently associated with increased license usage, broader application deployment, and stronger customer retention.

ServiceNow University is available free of charge to employees, customers, partners, and individual learners through learning.servicenow.com. AI Learning Guide and SimStudio are available immediately.

Furthermore, ServiceNow continues to expand the platform’s global reach. Arabic language support was introduced in March 2026, while localized content in Brazilian Portuguese is currently under development. Through these initiatives, ServiceNow aims to broaden access to AI skills and workforce development opportunities worldwide.

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