Guide to Learning and Certification Paths - servicenow.com · knowledge and experience to take full advantage of the ServiceNow Platform. Throughout the training and certification

Training and Certification

Guide to Learningand Certification Paths

3

Training and Certification Guide

2017 ServiceNow, Inc. All Rights Reserved

Table of Contents

ServiceNow Fundamentals

Administrator

Implementer

Developer

Fulfiller Training

4



Get Certified Become Indispensable

Starting with ServiceNow Fundamentals, all of our ServiceNow Certification exams demonstrate your mastery of ServiceNow and certify that a candidate has the skills and essential knowledge necessary to manage the configuration, implementation, and maintenance of the ServiceNow Platform.

Successfully passing ServiceNow Certification exams also establishes the core skill set necessary to pursue further Certification for individuals interested in obtaining ServiceNow Implementation Specialist Certification.

Is your role that of an Administrator, a Developer, an Implementer, or an Architect? Achieving your goals begins with your Certification path.

COURSES

40+PRODUCT LINES

SECURITY

HR

CSM

PLATFORM

ITBM

ITSM

ITOM

7+CERTIFICATIONS

8+

Certified

5 2017 ServiceNow, Inc. All Rights Reserved

HR

CUSTOMERSERVICE

SECURITY

BUSINESSAPPS/

PLATFORM

IT

Training Courses

ServiceNow Fundamentals $ HR Fundamentals $ Service Portal Fundamentals $ Performance Analytics Fundamentals $

HR Implementation $ Performance Analytics Implementation $

Service Portal Implementation $

ServiceNow Fundamentals $ GRC (Governance, Risk and Compliance) Fundamentals $ Security Operations Fundamentals $

Vendor Risk Mgmt. Fundamentals $ Orchestration Fundamentals $

Vulnerability Response Implementation $ Security Incident Response Implementation $

GRC Implementation $ Vendor Risk Mgmt. Implementation $

ServiceNow Fundamentals $ Service Portal Fundamentals $

Field Service Mgmt. Fundamentals $ CSM Fundamentals $ Performance Analytics Fundamentals $

CSM Implementation $ Service Portal Implementation $ Field Service Mgmt. Implementation $

ServiceNow Fundamentals $ Scripting Fundamentals $ Application Development Fundamentals $ Service Portal Fundamentals $ Performance Analytics Fundamentals $ Orchestration Fundamentals $

Domain Separation Implementation $ Platform Implementation $

$ - 2 Day Courses Cost: US$ 1,595 $ - 3 Day Courses Cost: US$ 2,095 $ - 5 Day Courses Cost: US$ 2,995

Coming Soon


ServiceNow Fundamentals $ Service Portal Fundamentals $ Service Mapping Fundamentals $ ITSM Fundamentals $ Discovery Fundamentals $ Scripting Fundamentals $

SAM (Software Asset Mgmt.) Fundamentals $ HAM (Hardware Asset Mgmt.) Fundamentals $

Application Development Fundamentals $ Event Mgmt. Fundamentals $ Edge Encryption Fundamentals $

Cloud Mgmt. Fundamentals $ PPM (Project Portfolio Mgmt.) Fundamentals $ FM (Financial Mgmt.) Fundamentals $ Service Mapping Implementation $ ITSM Implementation $

PPM Implementation $ FM Implementation $ Cloud Mgmt. Implementation $

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SERVICENOW FUNDAMENTALS

Learn the basics of the

ServiceNow Platform

FUNDAMENTALS LEARNING LIBRARY

Administrator

ITOMAdministrator

ITSMAdministrator

CSMAdministrator

HRAdministrator

SecurityAdministrator

PlatformAdministrator

PRODUCT LINE SPECIALIZATIONAdministrator Paths by Product

ITBMAdministrator

SELECT PRODUCT LINE

ITSM

ITOM

ITBM

CSM

HR

SECURITY

PLATFORM

CSA

7




SAIF FUNDAMENTALS

PLATFORM IMPLEMENTATION

SELECT PRODUCT LINE

Learn the basics of the ServiceNow

Platform

ServiceNow Methodology Course

and Simulator

Implement the ServiceNow

Platform

Implementer

CIS - ITBM

CIS - CSM

CIS - HR

SECURITY

PLATFORM

PRODUCT LINE SPECIALIZATION


IMPLEMENTATION

Implementer Paths by Product

ITSM

ITOM

ITBM

CSM

HR

SECURITY

PLATFORM

CIS - ITSM

CIS - SM Service Mapping Cloud Mgmt.

Project Portfolio Mgmt. Financial Mgmt. Software Asset Mgmt. Hardware Asset Mgmt.

Human Resources

Security Incident Response Vulnerability Response Governance Risk & Compliance Vendor Risk Mgmt.

PLATFORM - Application Developer PLATFORM - Performance Analytics PLATFORM - Service Portal

IT Service Mgmt.

Customer Service Mgmt. Field Service Mgmt.

CSA

Coming Soon

The training hasprepared our people well for the switch andensured that we have fewer internal support calls.Robert CoenenSenior Director, Technology ServicesCarlson WagonLit Travel

10




ServiceNow Fundamentals Course

This course is designed for those who are new to the ServiceNow ecosystem, and are learning the organization of the platform, and its security features.

CERTIFIED SYSTEM ADMINISTRATOR

Learn the basics of the ServiceNow

Platform

All roles start

Certified System Administrator Exam

This exam demonstrates mastery of ServiceNow Fundamentals and certifies that a candidate has the skills and essential knowledge necessary to manage the configuration, administration and maintenance of the ServiceNow Platform.


COURSECSA

Administrator

Training and Certification Guide Administrator


Administrator Path

SELECT PRODUCT LINE

Continue to train for selected product line


Administrator Administrator


ITSM

ITOM

ITBM

CSM

HR

SECURITY

PLATFORM

The Administrator path is designed for system administratorsand those who are new to the ServiceNow ecosystem.Learners on this path will learn administration functions andgain the ServiceNow fundamentals certification. Then they will select the relevant product line for specialized training for their product line.



ServiceNow Platform

CSA

https://www.servicenow.com/content/dam/servicenow/other-documents/training/ServiceNow-Sys-Admin-Exam-Specs.pdf



ITSM Administrator


PRODUCT LINE


AdministratorITSM

Administrator


ITSM

ITSM Fundamentals Course


ServiceNow Platform

CSA

New Releases



ITOM Administrator


PRODUCTLINE

PRODUCT LINE SPECIALIZATION COURSES


Includes topics such as:

AdministratorITOM

AdministratorITOM

Service Mapping Fundamentals

Discovery Fundamentals

Event Mgmt. / OI Fundamentals

Cloud Mgmt. Fundamentals

CMDB

ITOM - Storage Discovery

New ReleasesLearn the basics of the

ServiceNow Platform

CSA

Coming Soon



PPM & FM Administrator

Coming Soon

Project Portfolio Mgmt. (PPM) Path

Financial Mgmt. (FM) Path


PRODUCTLINE




Administrator

PPM Administrator

Project Portfolio Mgmt. Fundamentals

New Releases

ITBM

FM Fundamentals FM Deployment and Integrations Project, Cost

FM Administrator


ServiceNow Platform

CSA



Customer Service Mgmt. Administrator


PRODUCT LINE



AdministratorCSM

AdministratorCSM

CSM Fundamentals New Releases

CSA



HR Administrator


PRODUCT LINE



AdministratorHR

AdministratorHR

HR Fundamentals New Releases


ServiceNow Platform

CSA



Security Administrator


PRODUCT LINE



AdministratorSecurity

AdministratorSecurity

Security Operations Fundamentals

GRC Fundamentals

Vendor Risk Mgmt. Fundamentals

New Releases

CSA

Coming Soon

Implementer

20



Implementer

Implementer Path

The Implementer quickly deploys ServiceNow products into customer environments to achieve successful implementations. Become a Certified Implementation Specialist and showcase your extensive application and platform experience to support your customers success.

Prerequisites

ServiceNow Fundamentals, SAIF Fundamentals and ServiceNow Platform Implementation


SAIFFUNDAMENTALS


ServiceNow Methodology Course

and Simulator

Implement the ServiceNow

Platform

FUNDAMENTALS IMPLEMENTATION

Implementer

PRODUCT LINE SPECIALIZATION COURSESSELECT PRODUCT LINE

LEARNING LIBRARY

ITSM

ITOM

ITBM

CSM

HR

SECURITY

PLATFORM

Certified


ServiceNow Platform

CSA

21



Implementer

ITSM Implementer


SAIFFUNDAMENTALS

PLATFORMIMPLEMENTATION


Implementer

ITSM SPECIALIZATION COURSES

LEARNING LIBRARY

PRODUCT LINE

ITSM

ITSM Fundamentals

ITSM Implementation

ITSM Simulators (Change Mgmt., Problem Mgmt., and Service Catalog)

New Releases

ITSM CSA

22



Implementer

ITOM Implementer


SAIFFUNDAMENTALS



Implementer


PRODUCT LINE

LEARNING LIBRARY


Service Mapping Fundamentals


Event Mgmt./ OI Fundamentals

Service Mapping Implementation

CMDB ITOM - Storage

Discovery

SM

CSA


Event Mgmt./ OI Fundamentals

CMDB ITOM - Storage

Discovery

DISCOVERY /EVENT

ITOM

Coming Soon

Discovery/Event. Path

Service Mapping Path

23



Implementer


PRODUCT LINE


FUNDAMENTALS IMPLEMENTATION LEARNING LIBRARY


PPM Fundamentals

Agile Development Demos

PPM Simulator

ITBM

PPM & FM Implementer

Implementer

SAIFFUNDAMENTALS


PPM

FM Implementation

FM Simulator

Cost Transparency

FM

CSA

Coming Soon

Project Portfolio Mgmt. (PPM) Path

Financial Mgmt. (FM) Path

24



Implementer


SAIFFUNDAMENTALS




Implementers

PRODUCT LINE

LEARNING LIBRARY


CSM

CSM Fundamentals

PA Fundamentals

CSM Implementation

Service Portal Implementation

CSM Migration

ITSM vs CSM

CSM

CSM Implementer

CSA

Coming Soon

25



Implementer

HR Implementer


SAIFFUNDAMENTALS

SERVICENOW IMPLEMENTATION



Implementers

PRODUCT LINE

LEARNING LIBRARY


HR

HR Fundamentals

PA Fundamentals

Service Portal Fundamentals

HR Implementation

PA Implementation

Service Portal Implementation

HR Simulator

Migration from non-scoped to scoped

Integrations

New Releases

HRCSA

Coming Soon

26



Implementer

Security Implementer


PRODUCT LINE


FUNDAMENTALS IMPLEMENTATION LEARNING LIBRARY



GRC Fundamentals

New Releases

New Releases

New Releases

Security Inc. Response Implementation

Vulnerability Response Implementation

Vulnerability Response Simulator

GRC Implementation

GRC Simulator

Coming Soon

Security Operations (SO) Path

Vulnerability Response (VR) Path

Governance Risk & Compliance (GRC) Path

Vendor Risk Mgmt. (VRM) Path

Implementers

SAIF FUNDAMENTALS


SEC. GRC

SEC. VR

SEC. OPS

CSA SECURITY

SEC. RM

Vendor Risk Mgmt. Fundamentals

New Releases

Vendor Risk Mgmt. Implementation

Developer

28



Developer

Developer Path



FUNDAMENTALS COURSE

SELECT PRODUCT LINE

Scripting in ServiceNow Fundamentals

Application Development Fundamentals

Service Portal Fundamentals

Performance Analytics Fundamentals

Orchestration Fundamentals

Service Portal Simulator*

Developer PLATFORM

LEARNING LIBRARY

Prerequisites

The Fundamentals Courses.

CAD

ServiceNow Developers Path is designed to train candidates on how to create applications by designing application tables, creating and implementing forms, controlling access, and integrating workflows into applications. Candidates are required to pass the Certified Application Developer (CAD) exam before the Certified Application Developer status can be attained.

New Releases

* Simulators are accessible to Partners Only

https://www.servicenow.com/content/dam/servicenow/other-documents/training/exam-blueprint.pdf

29



Developer

Certified Application Developer Exam

Demand for ServiceNow developers is growing rapidly. ServiceNow Certified Application Developer exam recognizes that successful candidates have the knowledge and experience to take full advantage of the ServiceNow Platform. Throughout the training and certification programs, attendees learn to create applications by designing application tables, creating and implementing forms, controlling access, and integrating workflows into applications.

ServiceNow Certification Developer exams are computer based exams delivered by ServiceNow testing partner Kryterion, in a proctored environment. Online proctoring is also available. Special needs can be accommodated. Contact Training and Certification (email) for more info.

Learn how to customize the ServiceNow Platform

Start

Select PLATFORM product line

TAKE CAD EXAM (COMPUTER BASED)

Exam Registration

and SchedulingAppointments may

be made in advance or on the actual test day, subject to

availability. Proctored Environment (Online proctoring is also available*)

http://www.kryteriononline.com

Sharpen your skills to ensure effective platform utilization

Fulfiller Training

32



ImplementerFulfiller Training

HR

CUSTOMERSERVICE

SECURITY

BUSINESSAPPS/

PLATFORM

ITBM

ITSM

Fulfiller Training Paths

Incident Mgmt. Problem Mgmt. Change Mgmt. Release Mgmt. Request Mgmt. Configuration Mgmt. Knowledge Mgmt.

Reporting PPM (PPS) Demand Mgmt. (PPS) Resource Mgmt. (PPS) Agile (PPS) Test Mgmt. (PPS) Hardware Asset Mgmt. Software Asset Mgmt. Financial Mgmt. Vendor Mgmt. Procurement Contract Mgmt.

Case Mgmt. Onboarding Knowledge Mgmt. Facilities and Field Services Mgmt.

Security Incident Response Vulnerability Response GRC

Customer Service Mgmt.

$ - Approx. US$ 8,000 per process

33



This training is for Users of the platform who support all your processes. Ensuring that these users are fully trained is critical to the success of your business. The training we create is customized according to your specific implementation of a ServiceNow application. Delivery is typically 60-90 minutes depending on the complexity of your specific process.

Accelerate your time to value through innovative and engaging training that increases user adoption, helps ensure project success and encourages appropriate software utilization. Whether you are planning to go live with ServiceNow or onboarding new

employees to ensure consistency, Fulfiller Training is key. Configuration Mgmt. Database (CMDB) is taught within the context of Incident, Problem, and Change.

Customized TrainingServiceNow experts can develop and deliver customized Fulfiller Training mapped directly to your requirements. Training packages scale from a small group of process owners or trainers to thousands of Fulfillers spread across the globe.

Virtual Instructor-Led Training (VILT)

Instructor-Led Training/In-Person (ILT)

Train-the-Trainer

Fulfiller Training is designed for anyone who manages requests,

handles incidents, or resolves issues. (It can apply to anyone outside

of IT as well and the terminology can differ).

Training can be delivered directly to

your training team via the Train-the-Trainer

delivery option

Fulfiller Training

Class Time 60 - 90 Minutes

Fulfiller Training is delivered via various formats including:


We bring learning to you when you want it and on any device that you want it

35



Learning Library

HR

CUSTOMERSERVICE

SECURITY

BUSINESSAPPS/

PLATFORM

ITBM

ITOM

Learning Library Courses

Agile Development Demos Application Portfolio Mgmt. PPM Best Practices Cost Transparency Essentials

Application Security - Overview

Data Migration ITSM vs CSM

Performance Analytics for Managers and Viewers Performance Analytics - Spotlight ServiceNow Reporting Edge Encryption Proxy Installation Importing in ServiceNow 10 Minute Scripting Advanced Administration - Turnstiles Experimenting with the Join and Turnstile Activities

Migration from non-scoped to scoped Integrations

CMDB Reconciliation Event Mgmt. Discovery - Storage Discovery Cloud - Managing AWS with ServiceNow

Unlimited subscription accesss - Approx. US$ 1,000 per user, per year

Coming Soon

36



Implementer

Learning LibraryLearn on your own schedule, at your desired paceThe ServiceNow Learning Library provides 24/7 access to a wide variety of learning courses. Training ranges from short videos to detailed tutorials allowing you to learn on a schedule that aligns with your availability. Mobile-ready content provides access at any time and from any location.

Learning Library

37



Learn at your desired pace when you have time and

bandwidth, 24/7

01

Accelerate learning and retention by leveraging

Product Tutorials, digital assets and more

03Target the content you need and access all or just the sections you are interested in

04

Consolidate and refresh your knowledge so you can maximize your ROI and get the most out of ServiceNow

05

Enhance performance and productivity with focused training and stay relevant

06

Access from any device, anywhere, with

mobile-ready content so you can learn on the go

02

Learning Library

http://

38



Implementer

SimulatorsServiceNow award-winning* Simulators help train you to be better prepared for an implementation

Real world experience

in a controlled environment

so there is no risk

Simulators educate on ServiceNow product

technology, processes and implementation best

practices, priorities and dependencies

Immediately assess your knowledge

through automatedtesting and feedback

So you know whether you are on

the right track or need a bit

more practice!

Simulators are accessible via our

Partner Portal

Simulators are accessible to Partners ONLY

* CEdMA Innovation award 2014

39



ServiceNow Simulators

ServiceNow Simulators

Simulator Product Line Product Line Implementation

ITSM Simulator ITSM HAM Simulator

SAM Simulator

Change Mgmt. Simulator

Incident Mgmt. Simulator

Problem Mgmt. Simulator

Service Catalog Simulator

ITBM Financial Mgmt. Simulator

PPS Simulator

Performance Analytics Simulator

ITOM Service Mapping Simulator

Orchestration Simulator

CSM Simulators CSM CSM Simulator

HR Simulators HR HR Simulator

Security Simulators Security Security Operations Fundamentals Simulator

Vulnerability Response Implementation Simulator

GRC Simulator

Platform Simulatorstors Platform Service Portal Simulator

40



IndexPage

Administrator Paths by Product 06

Get Certified Become Indispensable 04

Implementer Paths by Product 07

Index 40

Learning Library Courses 35

ServiceNow Learning Library 36

ServiceNow Simulators 38

Training Courses 05

Page

ADMINISTRATOR 11

Administrator Path 12

CSM Administrator 16

HR Administrator 17

PPM & FM Administrator 15

ITOM Administrator 14

ITSM Administrator 13

Security Administrator 18

DEVELOPER 27

Certified Application Developer Exam 29

Developer Path 28

Prerequisites 28

Page

IMPLEMENTER 19

CSM Implementer 24

HR Implementer 25

Implementer Path 20

ITOM Implementer 22

ITSM Implementer 21

PPM & FM Implementer 23

Prerequisites 20

Security Implementer 26

FULFILLER TRAINING 31

Customized Training 33

Fulfiller Training Paths 32

SERVICENOW FUNDAMENTALS 09

Certified System Administrator Exam 10

ServiceNow Fundamentals Course 10

Start your certification path today

Table of ContentsGet Certified - Become IndispensableTraining Courses Administrator Paths by ProductImplementer Paths by ProductServiceNow Fundamentals Administrator PathITSM Administrator CSM AdministratorHR AdministratorSecurity AdministratorImplementer PathITSM ImplementerSecurity ImplementerCore ImplementerInfrastructure ImplementerDeveloper PathCertified Application Developer ExamLearning Library SimulatorsServiceNow Simulators MatrixIndexPPM & FM AdministratorITOM AdministratorSecurity ImplementerITOM ImplementerCSM ImplementerPPM & FM Implementer HR ImplementerHR ImplementerLearning Library CoursesFulfiller Training PathsFulfiller Training

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Guide to Learning and Certification Paths - servicenow.com · knowledge and experience to take full advantage of the ServiceNow Platform. Throughout the training and certification