Certifications Guide

Training and Certification
Guide to Learning
and Certification Paths Start
Home Contents Back Next
Training and Certification Guide
Table of Contents
04 05 06 07
Get Certified– Training Administrator Implementer
Become Courses Paths by Paths by
Indispensable Product Product
ServiceNow
Fundamentals
10
ServiceNow
Fundamentals
Administrator
12 13 14 15 16 17 18
Administrator ITSM ITOM PPM & FM CSM HR Security
Path Administrator Administrator Administrator Administrator Administrator Administrator
Implementer
20 21 22 23 24 25 26
Implementer ITSM ITOM PPM & FM CSM HR Security
Path Implementer Implementer Implementer Implementer Implementer Implementer
Developer
28 29
Developer Certified
Path Application
Developer Exam
Fulfiller
Training
32 33
Fulfiller Fulfiller
Training Paths Training
35 36 38 40
Learning ServiceNow ServiceNow Index
Library Learning Simulators
Courses Library
3 © 2017 ServiceNow, Inc. All Rights Reserved Home Contents Back Next
Get Certified – Become Indispensable
Is your role that of an Administrator, a Developer,

an Implementer, or an Architect? Achieving your
goals begins with your Certification path.
Starting with ServiceNow Fundamentals, Successfully passing ServiceNow
all of our ServiceNow Certification Certification exams also establishes the
exams demonstrate your mastery of core skill set necessary to pursue further
ServiceNow and certify that a candidate Certification for individuals interested in
has the skills and essential knowledge obtaining ServiceNow Implementation
necessary to manage the configuration, Specialist Certification.
implementation, and maintenance of the
ServiceNow Platform.
PLA
TFO
HR RM
d SECURITY
tifie
IT
C er
M
S
ITB
M
ITO M
M CS
8+ 7+ 40+
CERTIFICATIONS PRODUCT LINES COURSES
Training Courses $ - 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 $
 Scripting Fundamentals $
 Application Development Fundamentals $
 Service Portal Fundamentals $
 Performance Analytics Fundamentals $
 Orchestration Fundamentals $
 Domain Separation Implementation $  ServiceNow Fundamentals $
 Platform Implementation $  Service Portal Fundamentals $
Field Service Mgmt. Fundamentals $
 CSM Fundamentals $
 Performance Analytics Fundamentals $
 CSM Implementation $
CUSTOMER
Service Portal Implementation $
BUSINESS SERVICE
 ServiceNow Fundamentals $ Field Service Mgmt. Implementation $
APPS/
 Service Portal Fundamentals $ PLATFORM
 Service Mapping Fundamentals $
 ITSM Fundamentals $
 Discovery Fundamentals $
HR
 Scripting Fundamentals $
IT
SAM
(Software Asset Mgmt.) Fundamentals $
HAM(Hardware Asset Mgmt.) Fundamentals $
SECURITY
 Application Development Fundamentals $
 Event Mgmt. Fundamentals $
 Edge Encryption Fundamentals $
Cloud Mgmt. Fundamentals $
 PPM (Project Portfolio Mgmt.) Fundamentals $

 FM (Financial Mgmt.) Fundamentals $  ServiceNow Fundamentals $
 Service Mapping Implementation $  HR Fundamentals $
 ITSM Implementation $  ServiceNow Fundamentals $  Service Portal Fundamentals $
PPM Implementation $  GRC (Governance, Risk and Compliance) Fundamentals $  Performance Analytics Fundamentals $
FM Implementation $  Security Operations Fundamentals $  HR Implementation $

Cloud Mgmt. Implementation $ Vendor Risk Mgmt. Fundamentals $  Performance Analytics Implementation $
 Orchestration Fundamentals $ Service Portal Implementation $
Vulnerability Response Implementation $
Security Incident Response Implementation $
 GRC Implementation $
Vendor Risk Mgmt. Implementation $
Administrator PRODUCT LINE SPECIALIZATION
Paths by Product FUNDAMENTALS LEARNING

LIBRARY
ITSM
Administrator
ITOM
Administrator
SELECT
PRODUCT LINE ITBM
Administrator
SERVICENOW ITSM
FUNDAMENTALS
ITOM
ITBM
CSM
Administrator CSA CSM Administrator
HR
SECURITY
Learn the PLATFORM
basics of the
HR
ServiceNow Platform Administrator
Security
Administrator
Platform
Administrator
Implementer
Paths by Product PRODUCT LINE SPECIALIZATION
FUNDAMENTALS IMPLEMENTATION LEARNING

LIBRARY
CIS - ITSM IT Service Mgmt.
CIS - SM Service Mapping

Cloud Mgmt.
Project Portfolio Mgmt.

SELECT
Financial Mgmt.
PRODUCT LINE CIS - ITBM
Software Asset Mgmt.
Hardware Asset Mgmt.
SERVICENOW SAIF PLATFORM ITSM
FUNDAMENTALS FUNDAMENTALS IMPLEMENTATION
ITOM
ITBM
Implementer Customer Service Mgmt.
CSA CSM CIS - CSM
Field Service Mgmt.
HR
SECURITY
Learn the ServiceNow Implement the PLATFORM
basics of the Methodology Course ServiceNow
ServiceNow and Simulator Platform CIS - HR Human Resources
Platform
Security Incident Response

SECURITY
Vulnerability Response
Governance Risk & Compliance
Vendor Risk Mgmt.
PLATFORM - Application Developer

PLATFORM PLATFORM - Performance Analytics
PLATFORM - Service Portal
Coming Soon
The training has
prepared our
people well for the
switch and
ensured that we
have fewer internal
support calls.
Robert Coenen
Senior Director, Technology Services
Carlson WagonLit Travel

ServiceNow
Fundamentals

ServiceNow Fundamentals
ServiceNow Fundamentals Course Certified System Administrator Exam

This course is designed for those who This exam demonstrates mastery of ServiceNow
are new to the ServiceNow ecosystem, Fundamentals and certifies that a candidate has the
and are learning the organization of the skills and essential knowledge necessary to manage
platform, and its security features. the configuration, administration and maintenance of
the ServiceNow Platform.
CERTIFIED SYSTEM
ADMINISTRATOR
SERVICENOW
FUNDAMENTALS
COURSE
CSA
All roles start Learn the basics
of the ServiceNow
Platform
Administrator

Training and Certification Guide Administrator
Administrator Path
The Administrator path is designed for system administrators
and those who are new to the ServiceNow ecosystem.
Learners on this path will learn administration functions and
gain the ServiceNow fundamentals certification. Then they will select
the relevant product line for specialized training for their product line.
SELECT PRODUCT LINE SPECIALIZATION

PRODUCT LINE
ITSM FUNDAMENTALS LEARNING

SERVICENOW LIBRARY
FUNDAMENTALS ITOM
ITBM
HR
SECURITY
Learn the PLATFORM
basics of the
ServiceNow Platform Continue to train for
selected product line
Certified System Administrator Summary

The exam blueprint, can be found here: https://www.servicenow.com/content/dam/
servicenow/other-documents/training/ServiceNow-Sys-Admin-Exam-Specs.pdf
ITSM Administrator
PRODUCT LINE SPECIALIZATION
SERVICENOW PRODUCT FUNDAMENTALS LEARNING

FUNDAMENTALS LINE LIBRARY
ITSM
Administrator CSA ITSM Administrator
 ITSM Fundamentals Course  New Releases
Learn the
basics of the
ServiceNow Platform
ITOM Administrator
PRODUCT LINE SPECIALIZATION COURSES

Includes topics such as:
ITOM
Administrator CSA ITOM Administrator
 Service Mapping  CMDB

Fundamentals  ITOM - Storage Discovery
Learn the  Discovery Fundamentals  New Releases
basics of the
 Event Mgmt. /
ServiceNow Platform
OI Fundamentals
Cloud Mgmt.
Fundamentals
Coming Soon
PPM & FM Administrator
FUNDAMENTALS LEARNING
LIBRARY
Includes topics such as:
PPM
Administrator
 Project Portfolio  New Releases
Mgmt.
Fundamentals
SERVICENOW PRODUCT
FUNDAMENTALS LINE
Administrator CSA ITBM
Learn the
basics of the
ServiceNow Platform
FM
Administrator
FM Fundamentals FM Deployment and
Integrations – Project,
Coming Soon Cost
Project Portfolio Mgmt. (PPM) Path
Financial Mgmt. (FM) Path
Customer Service Mgmt. Administrator

CSM
 CSM Fundamentals  New Releases
HR Administrator

HR
Administrator CSA HR Administrator
 HR Fundamentals  New Releases
Learn the
basics of the
ServiceNow Platform
Security Administrator

Security
Administrator CSA Security Administrator
 Security Operations  New Releases

Fundamentals
 GRC Fundamentals
Vendor Risk Mgmt.
Fundamentals
Coming Soon
Implementer

Training and Certification Guide 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
customer’s success.
SELECT PRODUCT LINE SPECIALIZATION COURSES

PRODUCT LINE
SERVICENOW SAIF PLATFORM ITSM FUNDAMENTALS IMPLEMENTATION LEARNING

FUNDAMENTALS FUNDAMENTALS IMPLEMENTATION LIBRARY
ITOM
ITBM
Implementer CSA CSM Certified
HR
SECURITY
Learn the ServiceNow Implement the PLATFORM
basics of the Methodology Course ServiceNow
ServiceNow Platform and Simulator Platform
Prerequisites
ServiceNow Fundamentals, SAIF Fundamentals
and ServiceNow Platform Implementation
ITSM Implementer
ITSM SPECIALIZATION COURSES
SERVICENOW SAIF PLATFORM PRODUCT FUNDAMENTALS IMPLEMENTATION LEARNING

FUNDAMENTALS FUNDAMENTALS IMPLEMENTATION LINE LIBRARY
Implementer CSA ITSM ITSM
 ITSM  ITSM  New Releases

Fundamentals Implementation
 ITSM Simulators
(Change Mgmt.,
Problem Mgmt.,
and Service
Catalog)
ITOM Implementer

LIBRARY
Includes topics
such as:
DISCOVERY
/EVENT
 Discovery  CMDB
Fundamentals  ITOM - Storage
 Event Mgmt./ Discovery
OI Fundamentals
SERVICENOW SAIF PLATFORM PRODUCT

FUNDAMENTALS FUNDAMENTALS IMPLEMENTATION LINE
Implementer CSA ITOM
SM
 Service Mapping  Service Mapping  CMDB

Fundamentals Implementation  ITOM - Storage
 Discovery Discovery
Coming Soon Fundamentals
Discovery/Event. Path  Event Mgmt./

OI Fundamentals
Service Mapping Path
PPM & FM Implementer

LIBRARY
Includes topics
such as:
PPM
 PPM  PPM Simulator  Agile

Fundamentals Development
Demos

Implementer CSA ITBM
FM
FM Cost Transparency
Implementation
 FM Simulator
Coming Soon
Project Portfolio Mgmt. (PPM) Path
Financial Mgmt. (FM) Path
CSM Implementer
SERVICENOW SAIF PLATFORM PRODUCT FUNDAMENTALS IMPLEMENTATION LEARNING

Includes topics
such as:
Implementers CSA CSM CSM
 CSM Fundamentals  CSM Implementation  CSM

Service Portal Migration
 PA Fundamentals
Implementation ITSM vs CSM
Coming Soon
HR Implementer
SERVICENOW SAIF SERVICENOW PRODUCT FUNDAMENTALS IMPLEMENTATION LEARNING

Includes topics
such as:
Implementers CSA HR HR
 HR Fundamentals  HR Implementation Migration

 PA Fundamentals  PA Implementation from non-
scoped to
 Service Portal Service Portal
scoped
Integrations
 HR Simulator
 New Releases
Coming Soon
Security Implementer

LIBRARY
SEC.
OPS
 Security Security Inc.  New
Operations Response Releases

SEC.
Implementers CSA SECURITY VR
 Security Vulnerability  New
Operations Response Releases
Vulnerability
Response Simulator
SEC.
GRC
 GRC  GRC  New
Fundamentals Implementation Releases
Coming Soon  GRC
Simulator
Security Operations (SO) Path
SEC.
Vulnerability Response (VR) Path RM
Vendor Risk Vendor Risk  New
Governance Risk & Compliance (GRC) Path Mgmt. Mgmt. Releases
Vendor Risk Mgmt. (VRM) Path
Developer

Training and Certification Guide Developer
Developer Path
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.
SERVICENOW SELECT FUNDAMENTALS LEARNING

FUNDAMENTALS PRODUCT LINE COURSE LIBRARY
Developer PLATFORM CAD
 Scripting in ServiceNow  New

Fundamentals Releases
 Application Development
Fundamentals
 Service Portal Fundamentals
 Performance Analytics
Fundamentals
 Orchestration Fundamentals
 Service Portal Simulator*
Prerequisites Exam Summary

The Fundamentals Courses. The exam blueprint, can be found here: https://www.servicenow.com/content/dam/
servicenow/other-documents/training/exam-blueprint.pdf
Successful candidates will be awarded a “Certified Application Developer” badge.
* Simulators are accessible to Partners Only
Training and Certification Guide 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.
Exam
Registration TAKE CAD EXAM
and Scheduling (COMPUTER BASED)
Appointments may
be made in
Select PLATFORM advance or on
product line the actual test
day, subject to
availability.
Proctored Environment
(Online proctoring
Start Learn how to customize the is also available*)
ServiceNow Platform
Check online at Kryterion website for system requirements for online

testing at www.kryteriononline.com
Sharpen your
skills to ensure
effective platform
utilization

Fulfiller
Training

Training and Certification Guide Fulfiller Training
Implementer
Fulfiller Training Paths

$ - Approx. US$ 8,000 per process
 Reporting
 PPM (PPS)
 Demand Mgmt. (PPS)
 Resource Mgmt. (PPS)  Customer Service Mgmt.
 Agile (PPS)
 Test Mgmt. (PPS)
 Hardware Asset Mgmt.
 Software Asset Mgmt.
 Financial Mgmt.
 Vendor Mgmt.
 Procurement
 Contract Mgmt.
CUSTOMER
BUSINESS SERVICE
APPS/
PLATFORM
ITBM
HR
SECURITY
ITSM
 Case Mgmt.
 Onboarding
 Knowledge Mgmt.
 Facilities and Field Services Mgmt.
 Incident Mgmt.
 Problem Mgmt.
 Change Mgmt.
 Release Mgmt.
 Request Mgmt.
 Security Incident Response
 Configuration Mgmt.
 Vulnerability Response
 Knowledge Mgmt.
 GRC
Fulfiller
Training
Class Time Fulfiller Training is designed for Training can be
60 - 90
Minutes anyone who manages requests, delivered directly to
handles incidents, or resolves issues. your training team via
(It can apply to anyone outside the Train-the-Trainer
of IT as well and the terminology delivery option
can differ).
This training is for Users of the platform employees to ensure consistency, Fulfiller Fulfiller Training is delivered via various
who support all your processes. Ensuring Training is key. Configuration Mgmt. formats including:
that these users are fully trained is critical Database (CMDB) is taught within the
to the success of your business. context of Incident, Problem, and Change. Virtual Instructor-Led Training (VILT)
Instructor-Led Training/In-Person (ILT)

The training we create is customized Customized Training
according to your specific implementation
of a ServiceNow application. Delivery is ServiceNow experts can develop and Train-the-Trainer
typically 60-90 minutes depending on the deliver customized Fulfiller Training
complexity of your specific process. mapped directly to your requirements.
Training packages scale from a small
Accelerate your time to value through group of process owners or trainers to
innovative and engaging training that thousands of Fulfillers spread across
increases user adoption, helps ensure the globe.
project success and encourages
appropriate software utilization.
Whether you are planning to go live
with ServiceNow or onboarding new
We bring
learning to you
when you want
it and on any
device that you
want it
Training and Certification Guide Learning Library
Learning Library Courses Unlimited subscription accesss - Approx. US$ 1,000 per user, per year
Coming Soon
 CMDB Reconciliation  Performance Analytics for Managers and Viewers  Data Migration
 Event Mgmt.  Performance Analytics - Spotlight ITSM vs CSM
 Discovery - Storage Discovery  ServiceNow Reporting
 Cloud - Managing AWS with ServiceNow  Edge Encryption Proxy Installation
 Importing in ServiceNow
 10 Minute Scripting
 Advanced Administration - Turnstiles
 Experimenting with the Join and Turnstile Activities
CUSTOMER
BUSINESS SERVICE
APPS/
PLATFORM
ITOM HR
Migration from non-scoped to scoped
ITBM SECURITY Integrations
 Agile Development Demos

 Application Portfolio Mgmt.
 PPM Best Practices
 Cost Transparency Essentials
 Application Security - Overview
Learning Library
Learn on your own schedule,

Learning Library at your desired pace
The 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.
Training and Certification Guide Learning Library
03 04
Accelerate learning and Target the content you
retention by leveraging need and access all or
Product Tutorials, digital just the sections you are
assets and more interested in
02 05
Access from any Consolidate and refresh
device, anywhere, with your knowledge so you can
mobile‑ready content so maximize your ROI and get
you can learn on the go the most out of ServiceNow
01 06
Learn at your desired pace Enhance performance and
when you have time and productivity with focused
bandwidth, 24/7 training and stay relevant
Learning Library
ServiceNow award-winning* Simulators

Simulators help train you to be better prepared for
Simulators are accessible to
an implementation
Partners ONLY
Real world Simulators educate on Immediately assess So you know Simulators are
experience ServiceNow product your knowledge whether you are on accessible via our
in a controlled technology, processes through automated the right track or Partner Portal
environment and implementation best testing and feedback needa bit
so there is no risk practices, priorities more practice!
and dependencies
* CEdMA Innovation award 2014
Training and Certification Guide 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
Platform Service Portal Simulator
Simulatorstors
Index
Page Page Page
Administrator Paths by Product 06 ADMINISTRATOR 11 IMPLEMENTER 19
Get Certified – Become Indispensable 04 Administrator Path 12 CSM Implementer 24
Implementer Paths by Product 07 CSM Administrator 16 HR Implementer 25
Index 40 HR Administrator 17 Implementer Path 20
Learning Library Courses 35 PPM & FM Administrator 15 ITOM Implementer 22
ServiceNow Learning Library 36 ITOM Administrator 14 ITSM Implementer 21
ServiceNow Simulators 38 ITSM Administrator 13 PPM & FM Implementer 23
Training Courses 05 Security Administrator 18 Prerequisites 20
DEVELOPER 27 Security Implementer 26
Certified Application Developer Exam 29 FULFILLER TRAINING 31
Developer Path 28 Customized Training 33
Prerequisites 28 Fulfiller Training Paths 32
SERVICENOW FUNDAMENTALS 09
Certified System Administrator Exam 10
ServiceNow Fundamentals Course 10
Start your certification path today

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Training and Certification

Get Certified – Become Indispensable

Is your role that of an Administrator, a Developer,

Training Courses $ - 2 Day Courses Cost: US$ 1,595

 PPM (Project Portfolio Mgmt.) Fundamentals $

 Service Mapping Implementation $  HR Fundamentals $

 ITSM Implementation $  ServiceNow Fundamentals $  Service Portal Fundamentals $

FM Implementation $  Security Operations Fundamentals $  HR Implementation $

Administrator PRODUCT LINE SPECIALIZATION

Paths by Product FUNDAMENTALS LEARNING

FUNDAMENTALS IMPLEMENTATION LEARNING

CIS - SM Service Mapping

Project Portfolio Mgmt.

Security Incident Response

PLATFORM - Application Developer

Home Contents Back Next

Home Contents Back Next

ServiceNow Fundamentals Course Certified System Administrator Exam

Home Contents Back Next

SELECT PRODUCT LINE SPECIALIZATION

ITSM FUNDAMENTALS LEARNING

Certified System Administrator Summary

PRODUCT LINE SPECIALIZATION

SERVICENOW PRODUCT FUNDAMENTALS LEARNING

 ITSM Fundamentals Course  New Releases

PRODUCT LINE SPECIALIZATION COURSES

SERVICENOW PRODUCT FUNDAMENTALS LEARNING

 Service Mapping  CMDB

PPM & FM Administrator

PRODUCT LINE SPECIALIZATION COURSES

Administrator CSA ITBM

Project Portfolio Mgmt. (PPM) Path

Financial Mgmt. (FM) Path

Customer Service Mgmt. Administrator

PRODUCT LINE SPECIALIZATION COURSES

SERVICENOW PRODUCT FUNDAMENTALS LEARNING

 CSM Fundamentals  New Releases

PRODUCT LINE SPECIALIZATION COURSES

SERVICENOW PRODUCT FUNDAMENTALS LEARNING

 HR Fundamentals  New Releases

PRODUCT LINE SPECIALIZATION COURSES

SERVICENOW PRODUCT FUNDAMENTALS LEARNING

 Security Operations  New Releases

Home Contents Back Next

SELECT PRODUCT LINE SPECIALIZATION COURSES

SERVICENOW SAIF PLATFORM ITSM FUNDAMENTALS IMPLEMENTATION LEARNING

ITSM SPECIALIZATION COURSES

SERVICENOW SAIF PLATFORM PRODUCT FUNDAMENTALS IMPLEMENTATION LEARNING

Implementer CSA ITSM ITSM

 ITSM  ITSM  New Releases

PRODUCT LINE SPECIALIZATION COURSES

FUNDAMENTALS IMPLEMENTATION LEARNING

SERVICENOW SAIF PLATFORM PRODUCT

Implementer CSA ITOM

 Service Mapping  Service Mapping  CMDB

Discovery/Event. Path  Event Mgmt./

PPM & FM Implementer

PRODUCT LINE SPECIALIZATION COURSES

FUNDAMENTALS IMPLEMENTATION LEARNING

 PPM  PPM Simulator  Agile