Packaged Software & Enterprise Platforms

// program overview

Packaged Software & Enterprise Platforms Training Program

Training Program Objective

To upskill employees, new hires, and clients on how to effectively use, manage, and optimize leading enterprise software platforms (COTS – Commercial Off-The-Shelf), including ServiceNow, Salesforce, SAP, Oracle, Microsoft Dynamics, and PeopleSoft. Additionally, the program is designed to scale and extend to training on emerging or client-specific platforms.

  • Core Training Modules
  • Platform-Specific Training
  • Scalable Model
  • Delivery Methods
  • KPIs & Success Metrics
  • Additional Services

Core Training Modules (Applicable Across Platforms)

These modules form the foundation of all Packaged Software training programs:

Platform Fundamentals

  • Overview of the platform
  • Architecture and deployment models (Cloud, On-premise, Hybrid)
  • Navigation and user interface

Role-Based Training

  • End-user training
  • System Administrator training
  • Developer/Technical training
  • Business Analyst/Power User training

Process & Workflow Integration

  • Key business processes supported
  • Workflow automation features
  • Reporting & dashboards

Security & Compliance

  • User roles and permissions
  • Data privacy, audit trails, and compliance features

Integration & Extensions

  • Integration capabilities (APIs, middleware, connectors)
  • App store / marketplace ecosystem
  • Customization and configuration best practices

Change Management & Adoption

  • Communication strategies
  • Super-user networks
  • Performance support tools (job aids, quick guides)

Evaluation & Certification

  • Quizzes, simulations, hands-on labs
  • Role-based certification (internal or vendor-aligned)

Platform-Specific Training Overviews

ServiceNow

  • ITSM, HRSD, CSM modules
  • Service catalog and request workflows
  • CMDB and asset management
  • Flow Designer and scripting (Glide)

Salesforce

  • CRM basics, Sales Cloud, Service Cloud
  • Lightning vs Classic UI
  • Reports, dashboards, and data modeling
  • Apex coding and Visualforce

SAP (S/4HANA, ECC)

  • FICO, MM, SD, HCM overviews
  • SAP GUI vs Fiori apps
  • Data migration tools (LSMW, BODS)
  • SAP Analytics and BI integrations

Oracle (EBS, Fusion Cloud)

  • Financials, Procurement, HCM modules
  • Oracle BI & Smart View
  • Fusion architecture and security roles
  • OTBI and data extraction

Microsoft Dynamics 365

  • Modules: Sales, Finance, Supply Chain
  • Power Platform integration (Power BI, Automate)
  • Custom workflows and form customizations
  • Lifecycle Services (LCS) for deployments

PeopleSoft

  • Campus Solutions, HCM, Financials
  • Component Interfaces and PeopleCode
  • Reporting tools (nVision, Query Manager)
  • Upgrade paths and Fluid UI

Scalable Model for Other Enterprise Platforms

To enable training on other platforms, we adopt a modular instructional design framework, which includes:

1. Discovery & Needs Analysis

  • Client's platform overview and usage scope
  • Audience segmentation (roles, regions, languages)
  • Legacy systems and transition plans

2. Customized Curriculum Design

  • Adapt core modules to platform-specific features
  • Incorporate client data/process scenarios
  • Align with vendor certification paths

3. Content Formats

  • eLearning (SCORM), ILT (Instructor-led), VILT (Virtual ILT)
  • Interactive simulations (WalkMe, Whatfix, uPerform)
  • Microlearning and scenario-based learning

4. Learning Management System (LMS) Integration

  • Tracking and assessments
  • Reporting and certification
  • On-demand access

Delivery Methods

Mode Description Best For
Instructor-led (ILT) On-site classes with certified trainers New implementations, deep dives
Virtual ILT (VILT) Live sessions via Zoom/MS Teams Distributed teams
eLearning Self-paced interactive courses Refresher, onboarding
Blended Learning Mix of VILT, eLearning, and live Q&A Long-term adoption
Workshops/Labs Hands-on, real-case scenarios Admins, Developers, Analysts

KPIs & Success Metrics

Performance Metrics

  • User proficiency scores (pre/post-assessments)
  • Adoption rates post go-live
  • System usage analytics

Certification & Engagement

  • Certification rates
  • Course completion rates
  • User satisfaction scores

Business Impact

  • Support ticket reduction
  • Time-to-productivity improvement
  • Process efficiency gains

ROI Indicators

  • Training cost per user
  • Platform utilization rates
  • Business process automation adoption

Additional Services

Customization & Localization

  • Localization & translation
  • Custom LMS or LXP setup
  • Brand-specific training materials

Ongoing Support

  • Post-go-live support and refresher training
  • Train-the-Trainer programs
  • Super-user certification programs

Analytics & Reporting

  • Executive dashboards to track learning impact
  • Learning analytics and insights
  • ROI measurement and reporting

Integration Services

  • LMS/LXP integration
  • Single sign-on (SSO) setup
  • API integrations with existing systems
// Key Benefits

Training Program Benefits

User Adoption

Accelerate platform adoption with role-based training programs

Platform Optimization

Maximize ROI through comprehensive platform utilization

Skill Development

Build expertise across multiple enterprise platforms

Business Impact

Measure and track training effectiveness with comprehensive analytics

Ongoing Support

Continuous learning support with refresher training and updates

Enterprise Platform Success

// Success Story

Global ServiceNow Implementation & Training

Challenge

A multinational corporation needed to implement ServiceNow across 15 countries with 5,000+ users requiring comprehensive training in multiple languages.

Solution

Delivered role-based training program with localized content, virtual instructor-led sessions, and hands-on labs for different user personas.

Outcome

Achieved 95% user adoption rate, reduced support tickets by 60%, and improved process efficiency by 40% within 6 months.