Go-live & adoption
Training & change management
A learning path per target group and a communication plan that sells the change before the system does. Tooling succeeds or fails not on functionality, but on understanding and feeling.
Updated May 18, 2026
Go-live · 5.3
Why this matters now
The most common reason go-lives fail is not technology. It’s that somewhere along the way users think “I don’t get why we’re doing this” or “I can’t do this”. Training addresses the second, change management the first. Both must start in time — change even before training, otherwise you’re training resistance.
What do you deliver?
Learning paths per target group
End user, handler, manager, admin — each with its own scope and duration.
Training material
E-learning, quick-reference cards, videos, hands-on lab — multiple formats.
Communication timeline
Why-message first, then when, then how. Per channel and target group.
Champion network
1 ambassador per 15-25 users, with their own training and a direct line to the project.
Four target groups, four learning paths
End user
30-45 minutes
How do I create a ticket, how do I book a room, how do I register a visitor. Short video + 1 hands-on exercise.
Handler / service manager
2-4 hours
Triage, workflows, SLA monitoring, escalation, communication templates. Classroom or hands-on lab with real scenarios.
Manager
60-90 minutes
Dashboards, KPI interpretation, approvals, reporting for steering committee. Focus on governance, not operations.
Admin / key user
1-2 days
Configuration, classifications, user management, integrations, troubleshooting. Deep dive, with certification.
Key questions — Training
- 1Who do we train and how many? Build a user inventory per target group and location.
- 2Formats — classroom, e-learning, video, hands-on lab, train-the-trainer? Mix per target group.
- 3Mandatory or optional? For admins and handlers usually mandatory with certification; for end users usually optional with strong nudges.
- 4Who trains — Gfacility consultant, internal trainers, external partner? Train-the-trainer scales better but requires preparation time.
- 5Material owner — who creates slides/videos, who keeps them current after go-live?
- 6Quick reference cards — top-10 actions per target group, A5 on the desk or as smartphone wallpaper.
- 7Attendance tracking — for mandatory training: who checks, what if someone doesn't show up?
- 8Refresher rhythm — offer something after 3 or 6 months? Or only on-demand when questions arise?
Key questions — Change management
- 1What's the why — not "we have a new system", but "what improves for me personally"?
- 2Who's the sponsor and when are they visible — kick-off message, mid-phase nudge, post-go-live thanks?
- 3Communication channels — intranet, Teams channel, all-hands, local stand-ups, lobby posters? Different mix per target group.
- 4Which resistance do you expect? Make it concrete: "L2 helpdesk fears loss of control" or "FM team is afraid AI will take over their work".
- 5Countermeasures per source of resistance — information, involvement, one-on-one talk, manager conversation?
- 6Champion network — who do you select, how do you make their role explicit, how do you avoid it becoming their "extra work"?
- 7Celebrate small wins — what do you build in so every milestone can show something visible ("first 100 tickets handled", "30% faster intake")?
- 8Adoption measurement — how do you measure that the change is taking hold? Number of logins, tickets created, CSAT, anonymous survey?
Template — Communication timeline
| Moment | Message | Target group | Channel | Sender |
|---|---|---|---|---|
| −8w | Why Gfacility — vision message | All staff | All-hands + intranet | CEO / sponsor |
| −6w | What changes for your role | Per target group | Team meetings | Manager + champion |
| −4w | Training invitation + agenda | All users | Email + calendar invite | PM |
| −2w | Pilot results + go decision | All | Intranet + Teams | Sponsor |
| −1w | What you do Friday, what Monday | All | Email + posters | PM + champion |
| D+1 | Welcome + where to get help | All | Teams + signage | PM |
| D+14 | First win figures | All | All-hands | Sponsor |
| … | … | … | … | … |