From Content Delivery to Skills Validation: Inside ServiceNow’s Cohort Model

At ServiceNow, the speed at which customers and partners can be certified is a real constraint on the company’s commercial growth. That makes learning a true strategic enabler — and it changes what L&D is accountable for. Shellie Grieve, Director of Learning Innovation and Emerging Technology at ServiceNow, joins Sam Herring to discuss how cohort learning became the architecture for skills development across 28,000 employees, millions of platform users, and a global partner ecosystem. She shares the design discipline behind 18 Academy programs, a 75% reduction in admin time, and skill growth that shows up in week one. In this episode: Why the design question “what does completion actually prove?” changes everything about how you build a program How milestone-badge architecture lets delivery teams manage at scale without losing sight of individual progress Where AI is being used across the L&D stack at ServiceNow — and how to tell the difference between a point solution and a real workflow shift How to get started with AI when the space is moving faster than any organization can keep up with Guest: Shellie Grieve, Director, Learning Innovation & Emerging Technology, ServiceNowConnect with SamCatch more Being Intrepid Podcast episodes at https://www.intrepidlearning.com/category/podcasts/