Learning Paths by Persona

Author: Training and Certification

Last updated: May 20, 2020

2 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

Implementer Learning Paths

3 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

ServiceNowPlatform

Implementation(3-days ILT)

Implementer

Customer Service Management (CSM)Implementer Learning Path

* Mainline certification questions are sourced from all courses between the product line selection and the exam

Additional AcronymsBPC: Business Process ConsultantsCIS: Certified Implementation SpecialistILT: Instructor-led Training

ServiceNowImplementation

Methodology (SIM)Fundamentals(On Demand)

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

ServiceNow Platform

SubscriptionModel

(Coming Soon) OngoingDelta testing

CSMFundamentals

(2-days ILT)

CSM Implementation

(2-days ILT)CIS-CSM Voucher

Additional Recommended• CIS-CSM Test Prep• Communities Implementation (On Demand)• CSM with Service Management for BPCs (On Demand)• CSM with Service Management for Implementers (On Demand)• Agent Workspace Fundamentals (On Demand)• Advanced Work Assignment (On Demand)• Proactive Customer Service Operations Overview (On Demand)

CSM Professional

Required to achieve ‘Professional’

• CIS-CSM

• Predictive Intelligence(On Demand)

• Performance Analytics Essentials (On Demand)

• Virtual Agent (On Demand)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

Micro-Certification(Coming Soon)

CIS-CSM

4 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

Performance Analytics Essentials

(On Demand)

Additional Recommended Courses• Automated Test Framework (ATF) Fundamentals

(On Demand)• Integration Hub Fundamentals (On Demand)

ServiceNowPlatform

Implementation(3-days ILT)

Implementer

DevOps Fundamentals and

Implementation(Coming Q4)

DevOpsImplementer Learning Path

* Mainline certification questions are sourced from all courses between the product line selection and the exam

Additional AcronymsILT: Instructor-led Training

ServiceNowImplementation

Methodology (SIM)Fundamentals(On Demand)

DevOpsAssessment Simulator

to achieveEarly Adopter Recognition(Coming Q4)

Flow Designer Fundamentals (On Demand)

Suggested Reading• The Phoenix Project: A Novel about IT,

DevOps, and Helping Your Business Win by Gene Kim

• The DevOps Handbook: How to Create World-Class Agility, Reliability, and Security in Technology by Gene Kim

ITSM Fundamentals

(2-day ILT)

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Micro-Certification(Coming Soon)

ServiceNow Platform

SubscriptionModel

(Coming Soon)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

5 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

ServiceNowPlatform

Implementation(3-days ILT)

Implementer

Field Service Management (FSM)Implementer Learning Path

* Mainline certification questions are sourced from all courses between the product line selection and the exam

Additional AcronymsCIS: Certified Implementation SpecialistFSM: Field Service ManagementILT: Instructor-led Training

ServiceNowImplementation

Methodology (SIM)Fundamentals(On Demand) Ongoing

Delta testing

CIS-FSMFSMFundamentals

(2-days ILT)

FSM Implementation

(2-days ILT)CIS-FSM Voucher

Mobile DevelopmentFundamentals(On Demand)

Additional Recommended• CIS-FSM Test Prep• Performance Analytics

Essentials (On Demand)• Performance Analytics

Fundamentals (2-day ILT)• Knowledge Management

Fundamentals (On Demand)• Field Service Management

Dynamic Scheduling Fundamentals (On Demand)

• Field Service Management Dynamic Scheduling Implementation (On Demand)

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Micro-Certification(Coming Soon)

ServiceNow Platform

SubscriptionModel

(Coming Soon)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

6 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

Additional Recommended • Automated Test Framework (ATF)

Fundamentals (On Demand)• Knowledge Management

Fundamentals (On Demand) • Performance Analytics

Essentials (On Demand)• Service Portal

Fundamentals (2-day ILT)

CIS-RC

OngoingDelta testing

ServiceNowPlatform

Implementation(3-days ILT)

Implementer

GRCFundamentals

(2-days ILT)

Governance, Risk & Compliance (GRC)Implementer Learning Path

Risk & Compliance (RC) Implementation

(2-days ILT)CIS-RC Voucher

Audit Management

Implementation(On Demand)

CIS-VRM

OngoingDelta testing

* Mainline certification questions are sourced from all courses between the product line selection and the exam

Additional AcronymsCIS: Certified Implementation SpecialistILT: Instructor-led Training

Vendor Risk Management (VRM)

Implementation(2-days ILT)

CIS-VRM Voucher

ServiceNowImplementation

Methodology (SIM)Fundamentals(On Demand) Vendor Risk

Mgmt (VRM)Fundamentals(On Demand)

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Micro-Certification(Coming Soon)

ServiceNow Platform

SubscriptionModel

(Coming Soon)

GRC Simulator

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

7 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

HRSD Enterprise

Required to achieve ‘Enterprise’• CIS-HR

• Predictive Intelligence (On Demand)

• Performance Analytics Essentials (On Demand)

• Virtual Agent Fundamentals, Implementation, and Natural Language Learning (On Demand)

• Lifecycle Events (On Demand)

HRSD Professional

Required to achieve'Professional'• CIS-HR

• Predictive Intelligence (On Demand)

• Performance Analytics Essentials (On Demand)

• Virtual Agent Fundamentals, Implementation, and Natural Language Understanding(On Demand)

CIS-HR

OngoingDelta testing

ServiceNowPlatform

Implementation(3-days ILT)

Implementer

Human Resources Service Delivery (HRSD)Implementer Learning Path

HR Implementation

(2-days ILT)CIS-HR Voucher

Additional Recommended• Configuring HR Integrations (On Demand)• Localization Fundamentals (On Demand)• Performance Analytics Fundamentals (2-days ILT)• Performance Analytics Advanced (2-days ILT)• Service Portal Fundamentals (2-days ILT)

HRFundamentals

(2-days ILT)

* Mainline certification questions are sourced from all courses between the product line selection and the exam

Additional AcronymsCIS: Certified Implementation SpecialistILT: Instructor-led Training

ServiceNowImplementation

Methodology (SIM)Fundamentals(On Demand)

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Micro-Certification(Coming Soon)

ServiceNow Platform

SubscriptionModel

(Coming Soon)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

8 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

ServiceNowPlatform

Implementation(3-days ILT)

Implementer

IT Asset Management (ITAM)Implementer Learning Path

CIS-SAM

OngoingDelta testing

Hardware Asset Management (HAM)

Fundamentals(3-days ILT)

Asset Model Management(On Demand)

Software AssetManagement (SAM)

Fundamentals(3-days ILT)

CIS-SAM Voucher

Software Asset Management (SAM)

ImplementationSimulator

Hardware Asset Management (HAM)

FundamentalsSimulator

Additional Recommended • SAM: Integration with SCCM for

Reclamation and Distribution (On Demand)

• Discovery Basics for SAM(On Demand)

• Entitlement Import Basics for SAM (On Demand)

• Software Asset Management Getting Started(On Demand)

• Software Asset Management Reconciliation Troubleshooting(On Demand)

• Software Normalization for Software Asset Management (On Demand)

Asset Model Mgmt(Micro-certification)

ServiceNowImplementation

Methodology (SIM)Fundamentals(On Demand)

* Mainline certification questions are sourced from all courses between the product line selection and the exam

Additional AcronymsCIS: Certified Implementation SpecialistILT: Instructor-led TrainingSCCM: Microsoft System Center Configuration Manager

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Micro-Certification(Coming Soon)

ServiceNow Platform

SubscriptionModel

(Coming Soon)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

9 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

CIS-APMPerformance Analytics Essentials

(On Demand)

Performance Analytics Essentials

(On Demand)

Agile Development 2.0 and Test Mgmt 2.0

Implementation(On Demand)

Implementer

IT Business Management (ITBM)Implementer Learning Path

PPMFundamentals

(2-days ILT)

APMFundamentals(On Demand)

PPM Implementation

Simulator

CIS-PPM

OngoingDelta testing

PPM Implementation (On Demand)

CIS-PPM Voucher

OngoingDelta testing

ServiceNowImplementation

Methodology (SIM)Fundamentals(On Demand)

* Mainline certification questions are sourced from all courses between the product line selection and the exam

Additional AcronymsAPM: Application Portfolio ManagementCIS: Certified Implementation SpecialistILT: Instructor-led TrainingPPM: Project Portfolio Management

Performance Analytics Essentials

(On Demand)

APM Implementation(On Demand)

CIS-APM Voucher

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Additional Recommended• CMDB

Fundamentals(On Demand)

ServiceNowPlatform

Implementation(3-days ILT)

ServiceNow Platform

SubscriptionModel

(Coming Soon)

Micro-Certification(Coming Soon)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

10 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

IT Operations Management (ITOM)Implementer Learning Path

Additional Recommended• CMDB Fundamentals (On Demand)• Discovery Extras (On Demand)

Additional Recommended• CMDB Fundamentals (On Demand)• Operational Intelligence Fundamentals

(On Demand)• Event and Flow in Action (On Demand)

Additional Recommended• CMDB Fundamentals (On Demand)• Configuring Cloud Management

for IP Address Management(On Demand)

• Cloud Insights (On Demand)

Additional Recommended• CMDB Fundamentals (On Demand)

ServiceNowPlatform

Implementation(3-days ILT)

Implementer

Service Mapping (SM) Fundamentals

(3-days ILT)

Event Management (EM)

Fundamentals(2-days ILT)

CIS-EM Voucher

Cloud Management (CM)

Fundamentals(3-days ILT)

DiscoveryFundamentals

(3-days ILT)CIS-Disco Voucher

Service Mapping(SM) Implementation

(3-days ILT)CIS-SM Voucher

Cloud Management (CM) Advanced

(3-days ILT)CIS-CM Voucher

CIS-CM

Ongoing Delta testing

CIS-SM

Ongoing Delta testing

CIS-EM

Ongoing Delta testing

CIS-Disco

ServiceNowImplementation

Methodology (SIM)Fundamentals(On Demand)

* Mainline certification questions are sourced from all courses between the product line selection and the exam

Additional AcronymsCIS: Certified Implementation SpecialistCMDB: Configuration Management DatabaseILT: Instructor-led Training

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Ongoing Delta testing

Micro-Certification(Coming Soon)

ServiceNow Platform

SubscriptionModel

(Coming Soon)

CMDB FundamentalsComing soon

(2-days ILT)

CMDB Assessment Simulators

(Health/Configure)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

11 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

Additional Recommended• Automated Test Framework (ATF)

Fundamentals (On Demand)• Knowledge Management Fundamentals

(On Demand)• Major Incident Management (On Demand)• Mobile Development Fundamentals (On Demand)• Service Portal Fundamentals (2-days ILT)• CIS-ITSM Test Prep

ITSM Professional

Required to achieve ‘Professional’

• CIS-ITSM

• Predictive Intelligence (On Demand)

• Performance Analytics Essentials (On Demand)

• Virtual Agent Fundamentals, Implementation, and Natural Language Understanding (On Demand)

CIS-ITSM

OngoingDelta testing

ServiceNowPlatform

Implementation(3-days ILT)

Implementer

ITSMFundamentals

(2-days ILT)

IT Service Management (ITSM)Implementer Learning Path

ITSM Implementation

(3-days ILT)CIS-ITSM Voucher

* Mainline certification questions are sourced from all courses between the product line selection and the exam

Additional AcronymsCIS: Certified Implementation SpecialistILT: Instructor-led Training

ServiceNowImplementation

Methodology (SIM)Fundamentals(On Demand)

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Micro-Certification(Coming Soon)

ServiceNow Platform

SubscriptionModel

(Coming Soon)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

12 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

Virtual Agent Fundamentals, Implementation &

Natural Language Learning(On Demand)

Get Started with Artificial

Intelligence(On Demand)

Implementer

Now IntelligenceImplementer Learning Path

Performance Analytics Essentials

(On Demand)

Responsive Dashboards

Overview(On Demand)

Certified Application

Specialist -PA

OngoingDelta testing

Performance Analytics

Fundamentals(2-days ILT)ServiceNow

ImplementationMethodology (SIM)

Fundamentals(On Demand)

* Mainline certification questions are sourced from all courses between the product line selection and the exam

Additional AcronymsCIS: Certified Implementation SpecialistILT: Instructor-led Training

Performance AnalyticsWidgets

(On Demand)

Predictive Intelligence

Fundamentals and

Implementation(On Demand)

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

ServiceNowPlatform

Implementation(3-days ILT)

ServiceNow Platform

SubscriptionModel

(Coming Soon)

VirtualAgent

Simulator

Micro-Certification

Virtual Agent Integrations

(On Demand)

Virtual Agent Advanced Topics

(Coming Soon)

Get Started with Artificial Intelligence

(On Demand)

KPI Composer Overview

(On Demand)

Performance Analytics

Advanced(2-days ILT)

FormulaIndicators

(On Demand)

PA Simulator(Coming Soon)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

Hands on practice with the

application including

implementation experience

13 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

AdditionalRecommended• CAD Test Prep• Mobile Development

Fundamentals (On Demand)

• Performance Analytics Essentials(On Demand)

• Service Portal Fundamentals (2-day ILT)

• Service Portal Advanced (2-day ILT)

ServiceNowPlatform

Implementation(3-days ILT)

ImplementerOngoing

Delta testing

Now PlatformImplementer Learning Path

Application DevelopmentFundamentals

(3-days ILT)CAD Voucher

CertifiedApplication Developer

(CAD)

* Mainline certification questions are sourced from all courses between the product line selection and the exam

Additional AcronymsILT: Instructor-led Training

Scripting inServiceNow

Fundamentals(3-days ILT)ServiceNow

ImplementationMethodology (SIM)

Fundamentals(On Demand)

Automated TestFramework (ATF)

Fundamentals(On Demand)

IntegrationHubFundamentals(On Demand)

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Micro-Certification(Coming Soon)

ServiceNow Platform

SubscriptionModel

(Coming Soon) Service Provider Essentials• Domain Separation Basics (On Demand)• Domain Separation Configuration (On Demand)• Domain Separation Implementation (On Demand)• Domain Separation Troubleshooting (On Demand)

Additional RecommendedCertifications• CIS-CSM• CIS-ITSM• CIS-CM (ITOM)• CIS-Disco (ITOM)• CIS-EM (ITOM)• CIS-SM (ITOM)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

14 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

ServiceNowPlatform

Implementation(3-days ILT)

Implementer

Security Operations (SecOps)Implementer Learning Path

CIS-VR

OngoingDelta testing

CIS-SIR

OngoingDelta testing

Security IncidentResponse (SIR)

Implementation(2-days ILT)

CIS-SIR Voucher

VulnerabilityResponse (VR)

Implementation(2-days ILT)

CIS-VR Voucher

* Mainline certification questions are sourced from all courses between the product line selection and the exam

Additional AcronymsCIS: Certified Implementation SpecialistILT: Instructor-led Training

Security Operations

Fundamentals(2-days ILT)ServiceNow

ImplementationMethodology (SIM)

Fundamentals(On Demand)

Additional Recommended • Automated Test Framework (ATF)

Fundamentals (On Demand)• Flow Designer Fundamentals

(On Demand)• IntegrationHub Fundamentals

(On Demand)• Mobile Development Fundamentals

(On Demand)• Service Portal Fundamentals

(2-day ILT)

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Micro-Certification(Coming Soon)

ServiceNow Platform

SubscriptionModel

(Coming Soon)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

15 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

System Administrator Learning Path

16 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

Additional Recommended• CSA Test Prep• Performance Analytics Essentials (On Demand)• Scripting in ServiceNow Fundamentals (3-day ITL)• Application Development Fundamentals (3-day ITL)• Implementation classes as products are activated

in your instance

System Administrator Learning Path

System Administrator

OngoingDelta testing

CertifiedSystem

Administrator(CSA)

System Administration

Advanced(2-days ILT)

ServiceNow Upgrade Essentials

• Upgrade Skipped Records(On Demand)

• Automated Test Framework (ATF) Fundamentals (On Demand)

• Using Debug Upgrade(On Demand)

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Additional AcronymsILT: Instructor-led Training

Micro-Certification(Coming Soon)

ServiceNow Platform

SubscriptionModel

(Coming Soon)

17 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

Developer Learning Paths

18 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

No-Code DeveloperApplication Developer Learning Path

No-Code Application

Development(On Demand)

Developer

Additional AcronymsILT: Instructor-led Training

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

19 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

Additional Recommended• CAD Test Prep (On Demand)• IntegrationHub Fundamentals (On Demand)• Mobile Development Fundamentals

(On Demand)• Performance Analytics Essentials (On Demand)• Service Portal Fundamentals (2-days ILT)• Service Portal Advanced (2-days ILT)

Automated Test Framework (ATF)Fundamentals (On Demand)

ServiceNow Platform Subscription Model

(On Demand)(Coming Soon)

Developer

Low/Pro-Code DeveloperApplication Developer Learning Path

Applications

Integrations

Scripting inServiceNow

Fundamentals(3-days ILT)

ApplicationDevelopmentFundamentals

(3-days ILT)CAD Voucher

OngoingDelta testing

Additional Recommended• Scripting in ServiceNow Fundamentals (3-days ILT)• Application Development Fundamentals (3-days ILT)

Flow DesignerFundamentals(On Demand)

IntegrationHubFundamentals(On Demand)

CertifiedApplication Developer

(CAD)

Micro-Certification (MC)

* Mainline certification questions are sourced from all courses between the product line selection and the exam

Additional AcronymsILT: Instructor-led Training

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

20 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

Application Specialist Learning Paths

21 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

Performance Analytics (PA)Application Specialist Learning Path

Application Specialist

PerformanceAnalyticsEssentials

(On Demand)

Micro-Certification (MC)

PerformanceAnalytics

Fundamentals(2-days ILT)

Responsive Dashboards

Overview(On Demand)

* Mainline certification questions are sourced from all courses between the product line selection and the exam

Additional AcronymsCAS: Certified Application SpecialistILT: Instructor-led Training

PerformanceAnalyticsWidgets

(On Demand)

PerformanceAnalytics

Advanced(2-days ILT)

CAS-PA Voucher

Hands on practice with the

application including

Implementation experience

OngoingDelta testing

Certified Application

Specialist (CAS-PA)

KPI ComposerOverview

(On Demand)

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Formula Indicators(On Demand)

22 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

Service PortalApplication Specialist Learning Path

Application Specialist

Micro-Certification (MC)

Service PortalFundamentals

(2-days ILT)

Service Portal Advanced(2-days ILT)

Service Portal Assessment Simulator

Scripting in ServiceNow

Fundamentals(3-days ILT)

Additional Recommended• Enabling Syntax Editor Macros in the Widget Editor (On Demand)• Creating Simple Search Facets in a Service Portal (On Demand)• Creating Simple Search Sources in a Service Portal (On Demand)

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Additional AcronymsILT: Instructor-led Training