Software simulationHealthPoint
ServiceNow Portal Training: Demo and Simulation
System training I designed for 1,200+ HealthPoint staff moving to a new ServiceNow portal. This page shows the original demo video, with private data blurred, and a browser simulation of the same task you can try.
- Audience
- All staff on a new service portal
- Modes
- Watch, Try, Test (pass 7 of 9 steps)
- Tools
- Adobe Captivate, CapCut
Try it: the simulation
Sound on. Captions are on by default; turn them off with the CC button.- The task
- Report an IT incident the Help Desk can act on without calling you back.
- On this page
- The original Captivate demo (blurred) and a rebuilt simulation in three modes: Watch, Try with hints, Test without help.
- Original scope
- Simulations and demo videos for 1,200+ staff, built in Adobe Captivate.
About this sample
The demo video at the top is from the course I built at HealthPoint. The simulation rebuilds the same task for the browser, with a fictional portal and user.
Design decisions
Designed around what the Help Desk needs
The description step only accepts an answer that says when the problem started and who is affected.
Watch, Try, Test
Support decreases with each mode: full narration, then hints, then two attempts with no help.
Situations, not field names
The task describes a situation ("your whole team has the same error"), so choosing the impact level "Team" requires judgment rather than copying an instruction.
How I'd measure it
- In the courseTest scores, and which steps need a second attempt, to find where the portal itself confuses people.
- On the jobHow many incidents need a follow-up from the Help Desk for missing information in the first month after go-live.