Argos Multilingual Knowledge Portal for ServiceNow

Argos Multilingual is a preferred ServiceNow Language Services Partner.

Our dedicated team of localization experts is ready to help make sure your user experience with the ServiceNow platform stands out in international markets

When

When to translate?
When to roll-out?

What

What countries?
What to translate?

Who

Internal resource?
Translation partner?

Err, we are a global company and everybody speaks English, right?

Just because English might be used for official work, not all “on-the-ground” employees and managers who need to use ServiceNow in the regions will comprehend English fully, especially when learning a new system with potentially new terminology. Language plays a vital role in learning and adopting any new technology.

The ServiceNow system is in all those languages and we are a global company so this wasn’t in the planning.

The ServiceNow system is currently available in 22 languages (more being added), however, this is mainly limited to the User Interface (system menus and strings). This makes it harder for users to read documentation, follow instructions, and to seek help. Also, your organization will have tailored Change Management specific onboarding instructions/training.

Ah, we have a translation provider we have been working with for years. They are really good and procurement will expect us to use them.

Yes, there are some very good translation providers and no doubt your organization spent a lot of time evaluating different providers for your needs. However, when it comes to ServiceNow it requires specific system and language knowledge and linguists who know the terminology inside out.

Argos is a preferred partner for ServiceNow and our linguists are responsible for the translation you see in the ServiceNow system. We also have access to a ServiceNow GMS tenant to capture localized screenshots and check the consistency of your training guides and the system. While we technically are providing translations, many of our clients have justified using Argos for translations of ServiceNow related content as professional services for your ServiceNow Deployment.

We have lots of native speakers of other languages in our organization, can’t they just do it?

If they have access to your ServiceNow system already then they probably can but if they are not a professional translator and do not yet know the ServiceNow system inside out then you will be assigning them a very difficult and time-consuming task.

It is also unlikely that they will have access to translation technology to assist with the translation process and complex file formats. However, your local native speakers are key to a successful deployment so they should definitely be included in the process.

While we have talked about ServiceNow knowledge, nobody knows your organization’s terminology and way of doing things better than your people. This is why we include them early in the translation process for reviewing and approving the language versions.

OK, we get that we need things translated. Can’t we just use Google Translate?

Google Translate and other such systems are called Machine Translation. While the technology is improving, they are not yet ready for commercial use out of the box and it takes a lot of time and investment to be able to use Machine Translation. And the results will still require heavy editing for this content type.

In order for your comms and training material to be received in a correct and fully understandable manner, we strongly recommend using professional services for your organization’s translation needs.

Sounds like we should use Argos. Can they get it done in time for our deployment next month?

We will always try to help. Starting translation a month before deployment isn’t optimal and that is why we created this guide to help you plan well in advance. Companies that want professional support to translate their Change Management content choose Argos for the reasons outlined above.

It is not uncommon for our specialist ServiceNow linguists to be booked months in advance. It is never too early to start speaking to us but there are many who have left it too late and missed key deployment dates.

Early Planning

Recognize the need

One of the biggest reasons for delay or rushed last-minute demand for translation is the lack of identifying the need early enough in your migration planning or underestimating the time it takes to execute translation, review cycles, updates, and quality checks.

Even if the final languages/countries are not rubber-stamped, most organizations know the countries where they are present and the languages spoken across the organization. It is better to assume the worst case and have an understanding of the timelines and costs involved during planning phases so you are equipped when the conversations come up.

For mass translation of your rollout data, it is key for your deployment partner to keep us in the loop while they are adding your specific system values. We have seen files as low as 40k words and even up to 110k words so it is impossible to estimate your needs without us having contact with your implementers.

If you plan to do as little translation as possible for your users, we also recommend that you check with local teams early, as there may be legal requirements to translate certain documents depending on the user types in the region and the local laws.
Timelines and capacity

Set timelines and be aware of linguist capacity

Starting translation 1-2 months before deployment is pushing it. It may only take 1-2 months to execute translation, review, quality checks, and possibly updates but for the best results, we need to be discussing and planning your translation needs 6-12 months prior to deployment. This way we can have the preferred linguists ready to translate your content as close to your deployment as needed. We understand that you will continually be needing to make updates and possible changes to the assets and languages but we can prepare for that with suitable lead times.
Budget Considerations

Change Management

Select Assets
Irrespective of what languages you decide to translate into, at some point you are going to need to decide on which Change Management assets you require for your primary language and create them.

We will describe the different types of assets available and what you need to consider when preparing them for translation.

Communication materials
- Comms come in the form of e-mails, banners, posters, press releases etc. The are used for announcements to a wider audience to prepare them for ServiceNow coming or updates you make post Go-Live.
  - E-mails – usually HTML (or created in Word first). We can handle these formats as they are but you should also consider the system you use to distribute them. Argos can handle most file formats so you need to choose a format that requires the least amount of manual work getting the text into the system you will send from. You do not want to copy and paste text from all the translated files into your system so contact us to discuss the best options based on the systems you have available to you.
  - Banners, posters etc – What you send to your users will likely be a PDF or image but they are usually created in a design tool like Photoshop, Illustrator or InDesign. Argos can handle these file formats natively but it is important you send us the Project files from these tools so that we get access to the fonts, images used within them. We use technology to extract translatable text from these files and import the text back into them. Our Layout team will make final adjustments and create the final image/PDFs for you and our linguists will even check the final output.
Job Aids

Job Aids are usually distributed as PDFs or on the company’s intranet (HTML). They are Quick Start Guides to common steps that your VSS and MSS users need to follow.
- PDFs for Job Aids are usually generated from Word or PowerPoint. Argos always needs the format that the document was created in and not the PDF. While it is possible for us to extract the text out and replace it, PDFs have very limited editing abilities and as you will see from our “Why source format matters” page, layout is important as length and fonts may need to be changed once the text is translated.
Video
- Videos are a great way to communicate change but can be the most expensive to translate. For Video projects, the most common types of translation are Voiceover and Subtitling. If you are planning to translate, try to keep videos short and, if possible, do not have the speaker on screen. Use as few background images that contain text as possible.
  - Voiceover – The most expensive but best output for engagement. Argos uses professional voice talents who read our translated scripts and our engineers sync the audio with your video. Argos requires the project package used to create the original video to give us full editing control.
  - Subtitling – If you are on a budget, then subtitling is the way to go. Argos will create time-coded subtitle files, translate, and sync them to your videos. If your videos contain background and image text then we will need the project package. If not then a compressed video (e.g. mp4 is enough.)
Webinar/classroom guides
- Webinar and classroom guides are usually a combination of the above formats.
Best Format

What looks really good in the source language might not be translation-friendly and it can be very costly to try and recreate all the translated versions. One of our global clients created 30 Job Aids in PowerPoint and they looked really nice. They asked Argos to translate all of them into 22 languages. The problem was that the content fitted perfectly on each slide. As soon as you start translating, the content grows/shrinks depending on the language, so we would have had to include our skilled Desktop Publishing team to reformat every single slide for every language after translation. This would also need to be done every time the client wanted to make changes to the original PowerPoint, then have us translate to the target language.

Based on Argos’s consultation, all 30 Job Aids were recreated in MS Word in a structure that allowed re-flow (zero or minimal impact on the layout due to text expansion). This removed most of the complex post-translation Desktop Publishing work and only required a layout check. We calculated close to $20,000 in savings over a 3-update cycle. Actually, in some cases, the Desktop Publishing would have cost more than the translation and that is waste we want to help you prevent.

Comparison between PowerPoint and MS Word

As you can see, the goal of providing exactly the same information in a simple-to-use Job Aid was achieved with both formats, but the MS Word versions saved thousands of dollars.

PowerPoint

MS Word

Translation Process

Engaging Argos

Onboarding and Setup

Before a translation is implemented, we first establish mechanisms that will ensure clarity and open communication at every step. In doing so, we set expectations and goals, and guarantee that all parties are on the same page by completing the following items.

Service Level Agreement (SLA)

SLAs are explanatory documents that establish definitions and requirements and can easily be customized to specific clients’ unique requirements. The essential first step in good governance is clear SLAs which guarantee that everyone involved in translating material is aware of what everyone else is doing.

Master Service Agreement (MSA)

MSAs are legal documents that explicitly set out both Argos and its clients’ obligations at a translation’s every step.

Set KPIs and Tracking Metrics

Simplifying the calculating of ROI by defining KPIs and metrics clients wish to track from each job’s outset is yet another step we recommend and will assist with from day one. KPIs will probably vary depending on content type, and should only be agreed upon after discussions with the client concerned.
Workflow

We start each relationship by carrying out a high-level overview of your translation requirements. Topics covered here include establishing goals, timelines, priorities, target markets/languages, the availability of internal resources, and other requirements, etc. All of the above information is then seamlessly integrated into our standard workflow.

We understand that all clients have their own unique needs and expectations and will customize this workflow in line with individual job specifications.
Client Review
As part of the collaborative process, in-market validators are required to provide a final review and sign-off of the translated text Argos submits. As an in-market representative, such team members have the valuable advantage of knowing preferred terminology and how you approach the desired tone in your market. We understand that your team is very busy and how time-consuming reviews can be, which is why it is important that all parties are aware of the expectations to make the process as smooth as possible. So the purpose is to get your final approval and not for you to need to carry out a full editorial re-write.

The role of the Client Validator:
- The validator will possess appropriate subject-matter and linguistic skills.
- Validation should function as a quality control and not as an editorial rewrite.
- The goal should be inspection, not line-by-line checking.
- Preferential changes should be avoided (but you are free to do so).
- Criticism must be provided constructively and dispassionately.
- Errors must be reported clearly and concisely.
- Requested corrections must be unambiguous and actionable.
When the above is carried out correctly it enables a stronger collaboration between your team and Argos, it educates the linguists and reduces time and corrections for future reviews.

So who is translating your text?

Rest assured that we use subject matter experts who know HR and ServiceNow terminology. Please remember, however, that external linguists (be it from Argos or anywhere else) do not live and breathe your internal language, which is why client review is required for some texts.

What does internal review involve?

Translations are always processed by a translation team of two linguists: a translator and an editor. Afterward, they are sent to you in a bilingual RTF format that allows you to see the source and translated sentence at the same time, in one document.

It is your prerogative to make changes to the translation – you are welcome to modify it however it pleases you, add additional content, or remove content if you don’t think it’s significant for your local market. Please note, however, that all translations are stored in a translation database for future use. This means that if in the future we are translating a sentence that is identical or similar, your translation will be pulled up and used by the linguists. If extra content not in the source text is added it may lead to confusion later on.

If you notice any words that are repeatedly translated in a way you do not like, please let us know asap. We might need to either modify the existing term or add it as a new term to this glossary. Once terms are added to the glossary, these will be used by the linguists moving forward.

What happens if you have an issue?

We would like to know about it immediately. Please send us an email and let us know what your feedback is. If possible, please provide us with details and examples so that we know where to look for improvements. For example, rather than saying “I don’t like it”, please try to give more information as to why you disagree with the translation: “at our company we prefer to use this term” or “translation sounds more natural in this instance if an active voice is used”.

ERRORS: If you see a translation contains what you consider an error, e.g. incorrect grammar, punctuation, spelling, please let us know immediately. With quality as our objective, we always conduct a two-pass translation (two linguists), so there should be no errors. However, if errors happen, we will talk to our linguists and advise them that due diligence was not exercised.

TERMINOLOGY: As mentioned above, if you would like us to use different terminology, also please let us know and we will update our glossary. However, please understand that unless an approved term has been proposed by your reviewer then our linguists will research and use the most relevant term according to their understanding of the text.

PREFERENTIAL and STYLE: The most common changes we see are preferential changes. These are changes you are making to a translation that is already technically correct but you just have a different word you would like to use. For example:
A) 93% of interviews were concluded and a record rate was attained thanks to excellent internal communication.
B) 93% of interviews were successfully completed and a record figure was achieved thanks to seamless internal communication.

Our translation should always be faithful to the original text but may not necessarily be word-for-word translation as that can sound unnatural in some cases – this also means we are not at liberty to add or delete any content from our translation.

If possible, we try to match the style to the source style, but we adjust it in case there are market-specific requirements (e.g. in Japan, the style used is usually more formal than in the US).
Throughputs
About Argos

At Argos, we believe that translations deserve way more than mere ‘ad-hoc’ solutions. That’s why we leverage a four-pronged Program Approach to ensure our clients’ success. In producing translations that resonate with their target audiences, we carefully marshal resources that meet each client’s unique needs. In addition to proven technologies and processes that save time and money, we also carry out good governance practices to keep everything clear, and on track within both budget and schedule.

Talent and Resources

Successful translations are the culmination of the efforts of many different resources. We tailor a global team that best matches your specific needs and consider it a vital early step in the translation process.

Quality Management

Quality to the highest standard has always been a cornerstone of the innovative Program Approach Argos leverages in driving its clients’ success. In delivering on this promise, we have developed the following eight-step Argos Quality Management Model.

Technology Approach

Argos is known for its ability to adapt to any situation by creating efficiencies through automation and technology. Our in-depth knowledge of ServiceNow technology and systems allows us to utilize the best automation and technology options for your ServiceNow projects.