Learning Paths by Persona

Author: Training and Certification

Last updated: June 15, 2020
Implementer Learning Paths

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

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

Implementer Learning Path

BPC: Business Process Consultants
CIS: Certified Implementation Specialist
ILT: Instructor-led Training

Customer Service Management (CSM) Additional Recommended

• CIS-CSM Test Prep (On Demand)
• Communities Fundamentals, Administration and Implementation (On Demand)
Select Product Line
• CSM with Service Management for BPCs (On Demand)
ServiceNow • CSM with Service Management for Implementers (On Demand)
CSM
Fundamentals • Advanced Work Assignment (On Demand)
(3-days ILT) • Agent Workspace Fundamentals (On Demand)
DevOps
– OR – • Agent Workspace Implementation (On Demand)
ServiceNow
FSM • Common Service Data Model (CSDM) Fundamentals (On Demand)
ServiceNow Platform
Fundamentals Implementation • Configuration Management Database (CMDB) Fundamentals (On Demand)
(On Demand) (3-days ILT) GRC • Proactive Customer Service Operations Overview (On Demand)
• Proactive Customer Service Operations Fundamentals (On Demand)
HRSD • ServiceNow Subscription Model (On Demand)

Implementer ITAM

ITBM CSM CSM

Fundamentals Implementation CIS-CSM CSM Professional
(2-days ILT) (2-days ILT)
Get Started with ITOM Required to achieve ‘Professional’
CIS-CSM Voucher
Now Create • CIS-CSM
(On Demand) ITSM • Predictive Intelligence (On Demand)
Now • Performance Analytics Essentials (On Demand)
Ongoing
Intelligence Delta testing • Virtual Agent (On Demand)
Now
Platform

SecOps

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

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

Implementer Learning Path

ILT: Instructor-led Training

DevOps
Select Product Line
ServiceNow CSM
Fundamentals
(3-days ILT)
DevOps DevOps
– OR – Assessment
ServiceNow Additional Recommended
ServiceNow Platform FSM Simulator
to achieve • Automated Test
Fundamentals Implementation DevOps Performance
Early Adopter Framework (ATF)
(On Demand) (3-days ILT) GRC Fundamentals and Analytics Fundamentals
Recognition
Implementation Essentials (On Demand)
(Coming Q4)
HRSD (Coming Q4) (On Demand) • Common Service
Data Model (CSDM)
ITAM Fundamentals
Implementer (On Demand)
• Configuration
ITBM Management
ITSM Flow Designer Suggested Reading Database (CMDB)
ITOM Fundamentals Fundamentals • The Phoenix Project: A Novel about IT, Fundamentals
Get Started with
(2-day ILT) (On Demand) DevOps, and Helping Your Business Win (On Demand)
Now Create by Gene Kim
(On Demand) ITSM • Integration Hub
• The DevOps Handbook: How to Create Fundamentals
Now World-Class Agility, Reliability, and (On Demand)
Security in Technology by Gene Kim • ServiceNow
Intelligence
Subscription Model
Now
(On Demand)
Platform

SecOps

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

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

Implementer Learning Path

CIS: Certified Implementation Specialist
FSM: Field Service Management
ILT: Instructor-led Training

Field Service Management (FSM)

Select Product Line
ServiceNow CSM
Fundamentals
(3-days ILT)
DevOps
– OR –
ServiceNow
ServiceNow Platform FSM
Fundamentals Implementation
(On Demand) (3-days ILT) GRC

HRSD

Implementer ITAM

ITBM FSM Mobile FSM Additional Recommended

Fundamentals Development Implementation CIS-FSM • CIS-FSM Test Prep (On Demand)
(2-days ILT) Fundamentals (2-days ILT)
Get Started with ITOM • Field Service Management Dynamic Scheduling
(On Demand) CIS-FSM Voucher
Now Create Fundamentals (On Demand)
(On Demand) ITSM • Field Service Management Dynamic Scheduling
Implementation (On Demand)
Now • Knowledge Management Fundamentals
Ongoing
Intelligence Delta testing (On Demand)
Now • Performance Analytics Essentials (On Demand)
Platform • Performance Analytics Fundamentals (2-day ILT)
SecOps • Common Service Data Model (CSDM)
Fundamentals (On Demand)
• Configuration Management Database (CMDB)
Fundamentals (On Demand)
• ServiceNow Subscription Model (On Demand)
5 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.
 * Mainline certification questions are sourced from all
courses between the product line selection and the exam
Additional Acronyms

Implementer Learning Path

CIS: Certified Implementation Specialist
ILT: Instructor-led Training

Governance, Risk & Compliance (GRC)

Select Product Line
ServiceNow CSM
Fundamentals
(3-days ILT)
DevOps
– OR –
ServiceNow
ServiceNow Platform FSM GRC
GRC Risk & Compliance Audit
Fundamentals Implementation Fundamentals Management Simulator CIS-RC
(RC) Implementation
(On Demand) (3-days ILT) GRC (2-days ILT) Implementation
(2-days ILT)
CIS-RC Voucher (On Demand)
HRSD
Ongoing
Implementer ITAM
Delta testing

ITBM

Get Started with ITOM Additional Recommended

Now Create • Automated Test Framework (ATF) Fundamentals
(On Demand) ITSM (On Demand)

Now • Knowledge Management Fundamentals

Vendor Risk Vendor Risk (On Demand)
Intelligence CIS-VRM
Mgmt (VRM) Management (VRM)
Now Fundamentals Implementation • Performance Analytics Essentials (On Demand)
Platform (On Demand) (2-days ILT) • Service Portal Fundamentals (2-day ILT)
CIS-VRM Voucher • Common Service Data Model (CSDM)
SecOps Fundamentals (On Demand)
Ongoing
• Configuration Management Database (CMDB)
Delta testing
Fundamentals (On Demand)
• ServiceNow Subscription Model (On Demand)
6 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.
 * Mainline certification questions are sourced from all
courses between the product line selection and the exam
Additional Acronyms

Implementer Learning Path

CIS: Certified Implementation Specialist
ILT: Instructor-led Training

Human Resources Service Delivery (HRSD)

Select Product Line Additional Recommended
• Configuring HR Integrations (On Demand)
ServiceNow CSM • Performance Analytics Fundamentals (2-days ILT)
Fundamentals
(3-days ILT) • Performance Analytics Advanced (2-days ILT)
DevOps • Service Portal Fundamentals (2-days ILT)
– OR –
ServiceNow • Common Service Data Model (CSDM) Fundamentals
ServiceNow Platform FSM (On Demand)
Fundamentals Implementation • Configuration Management Database (CMDB)
(On Demand) (3-days ILT) GRC Fundamentals (On Demand)
• ServiceNow Subscription Model (On Demand)
HRSD

Implementer ITAM
HR HR
ITBM
Fundamentals Implementation CIS-HR HRSD Professional HRSD Enterprise
(2-days ILT) (2-days ILT)
Get Started with ITOM CIS-HR Voucher Required to achieve 'Professional' Required to achieve ‘Enterprise’
Now Create • CIS-HR • CIS-HR
(On Demand) ITSM
• Predictive Intelligence • Predictive Intelligence
Now (On Demand) (On Demand)
Ongoing
Intelligence Delta testing
• Performance Analytics • Performance Analytics Essentials
Now Essentials (On Demand) (On Demand)
Platform • Virtual Agent • Virtual Agent Fundamentals,
Fundamentals, Implementation, Implementation, and Natural
SecOps and Natural Language Language Understanding
Understanding (On Demand) (On Demand)
• Lifecycle Events
(On Demand)
7 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.
 * Mainline certification questions are sourced from all
courses between the product line selection and the exam
Additional Acronyms

Implementer Learning Path

CIS: Certified Implementation Specialist
ILT: Instructor-led Training
SCCM: Microsoft System Center Configuration Manager

IT Asset Management (ITAM) Additional Recommended

Select Product Line • SAM: Integration with SCCM for Reclamation and Distribution (On Demand)
• Discovery Basics for SAM (On Demand)
ServiceNow CSM
Fundamentals • Entitlement Import Basics for SAM (On Demand)
(3-days ILT) • Software Asset Management Getting Started (On Demand)
DevOps
– OR – • Software Asset Management Reconciliation Troubleshooting (On Demand)
ServiceNow
ServiceNow Platform FSM • Software Normalization for Software Asset Management (On Demand)
Fundamentals Implementation • Common Service Data Model (CSDM) Fundamentals (On Demand)
Asset Model
(On Demand) (3-days ILT) GRC • Configuration Management Database (CMDB) Fundamentals
Management
(On Demand)
(On Demand)
HRSD • ServiceNow Subscription Model (On Demand)

Implementer ITAM
Hardware Asset Hardware Asset Asset Model Mgmt
ITBM
Management (HAM) Management (HAM) (On Demand)
Fundamentals Fundamentals
Get Started with ITOM (3-days ILT) Simulator
Now Create
(On Demand) ITSM
Now
Intelligence
Now Software Asset Software Asset CIS-SAM
Platform Management (SAM) Management (SAM)
Fundamentals Implementation
SecOps (3-days ILT) Simulator
CIS-SAM Voucher
Ongoing
Delta testing

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

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

Implementer Learning Path

APM: Application Portfolio Management
CIS: Certified Implementation Specialist
ILT: Instructor-led Training
PPM: Project Portfolio Management
IT Business Management (ITBM)
Select Product Line
ServiceNow CSM
Fundamentals
(3-days ILT) Additional Recommended
DevOps
– OR – Agile Development 2.0 Performance • Common Service Data Model (CSDM)
ServiceNow Fundamentals (On Demand)
ServiceNow FSM and Test Mgmt 2.0 Analytics Essentials
Platform
Implementation (On Demand) • Configuration Management Database (CMDB)
Fundamentals Implementation Fundamentals (On Demand)
(On Demand) (On Demand)
(3-days ILT) GRC
• ServiceNow Subscription Model (On Demand)

HRSD

Implementer ITAM

ITBM PPM PPM PPM Performance

Fundamentals Implementation Implementation Analytics Essentials CIS-PPM
(2-days ILT) (On Demand) Simulator (On Demand)
Get Started with ITOM CIS-PPM Voucher
Now Create
(On Demand) ITSM
Now Ongoing
Delta testing
Intelligence
Now
Platform
APM APM
Performance CIS-APM
SecOps Fundamentals Implementation
Analytics Essentials
(On Demand) (On Demand)
(On Demand)
CIS-APM Voucher

Ongoing
9 Delta testing© 2020 ServiceNow, Inc. All Rights Reserved. Confidential.
 * Mainline certification questions are sourced from all
courses between the product line selection and the exam
Additional Acronyms

Implementer Learning Path

CIS: Certified Implementation Specialist
CMDB: Configuration Management Database
CSDM: Common Services Data Model
ILT: Instructor-led Training
IT Operations Management (ITOM) Discovery Additional Recommended
Fundamentals CIS-Disco • Discovery Extras (On Demand)
Select Product Line (3-days ILT) • CMDB Fundamentals (On Demand)
Ongoing
CIS-Disco Voucher Delta • CSDM Fundamentals (On Demand)
ServiceNow CSM
Fundamentals testing • ServiceNow Subscription Model (On Demand)
(3-days ILT)
DevOps
– OR – Additional Recommended
ServiceNow Event Mgmt (EM)
ServiceNow Platform FSM Fundamentals • Event and Flow in Action (On Demand)
CIS-EM
Fundamentals Implementation (2-days ILT) • Operational Intelligence Fundamentals (On Demand)
(On Demand) CIS-EM Voucher Ongoing
(3-days ILT) GRC • CMDB Fundamentals (On Demand)
Delta
testing • CSDM Fundamentals (On Demand)
HRSD • ServiceNow Subscription Model (On Demand)

Implementer ITAM
Service Service Mapping (SM) Additional Recommended
Mapping (SM) Implementation • CMDB Fundamentals (On Demand)
ITBM CIS-SM
Fundamentals (3-days ILT) • CSDM Fundamentals (On Demand)
(3-days ILT) CIS-SM Voucher • ServiceNow Subscription Model (On Demand)
Get Started with ITOM
Now Create Ongoing Delta testing
(On Demand) ITSM
Now Cloud Mgmt (CM) Cloud Mgmt (CM) Additional Recommended
Intelligence Fundamentals Advanced • Cloud Insights (On Demand)
CIS-CM
Now (3-days ILT) (3-days ILT) • Configuring Cloud Management for IP Address Mgmt
Platform CIS-CM Voucher • CMDB Fundamentals (On Demand)
• CSDM Fundamentals (On Demand)
SecOps Ongoing Delta • Service Data Model (CSDM) Fundamentals
testing
• ServiceNow Subscription Model (On Demand)

CMDB Fundamentals CMDB Assessment Additional Recommended

Coming soon 10 Simulators • CSDM Fundamentals (On
© 2020 Demand)
ServiceNow, Inc. All Rights Reserved. Confidential.

(2-days ILT) (Health/Configure) • ServiceNow Subscription Model (On Demand)

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

Implementer Learning Path

CIS: Certified Implementation Specialist
ILT: Instructor-led Training

IT Service Management (ITSM)

Select Product Line Additional Recommended
• Knowledge Management Fundamentals (On Demand)
ServiceNow CSM • Major Incident Management (On Demand)
Fundamentals
• CIS-ITSM Test Prep (On Demand)
(3-days ILT)
DevOps • Automated Test Framework (ATF) Fundamentals (On Demand)
– OR –
ServiceNow • Common Service Data Model (CSDM) Fundamentals (On Demand)
ServiceNow Platform FSM • Configuration Management Database (CMDB) Fundamentals (On Demand)
Fundamentals Implementation • Mobile Development Fundamentals (On Demand)
(On Demand) (3-days ILT) GRC
• Service Portal Fundamentals (2-days ILT)
• ServiceNow Subscription Model (On Demand)
HRSD

Implementer ITAM

ITBM ITSM ITSM

Fundamentals Implementation CIS-ITSM ITSM Professional
(2-days ILT) (3-days ILT)
Get Started with ITOM Required to achieve ‘Professional’
CIS-ITSM Voucher
Now Create • CIS-ITSM
(On Demand) ITSM • Predictive Intelligence (On Demand)
Now • Performance Analytics Essentials (On Demand)
Ongoing
Intelligence Delta testing • Virtual Agent Fundamentals, Implementation, and
Now Natural Language Understanding (On Demand)
Platform

SecOps

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

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

Implementer Learning Path

CIS: Certified Implementation Specialist
ILT: Instructor-led Training

Now Intelligence Virtual Agent Fundamentals,

Implementation & Natural Virtual Agent
Language Understanding Integrations
Select Product Line (On Demand)
(On Demand)
ServiceNow CSM
Fundamentals Get Started with Virtual Virtual Agent
(3-days ILT) Artificial Intelligence Agent Advanced Topics Series:
DevOps (On Demand) Simulator
– OR – • Surveys
ServiceNow • Keyword to NLU
ServiceNow Platform FSM • VA Analytics
Fundamentals Implementation
(On Demand) (3-days ILT) GRC
Responsive Performance
KPI Composer Dashboards Analytics
HRSD Overview Overview Advanced PA Simulator
(On Demand) (On Demand) (2-days ILT) (Coming Soon)
Implementer ITAM
Performance Performance Performance Formula Hands on
ITBM practice
Analytics Analytics Analytics Indicators CAS-PA
Essentials Fundamentals Widgets (On Demand) with the
Get Started with ITOM (On Demand) (2-days ILT) (On Demand) application
including
Now Create implementation
(On Demand) ITSM experience
Now Ongoing
Intelligence Delta testing

Now
Platform
Get Started Predictive
SecOps with Artificial Intelligence Additional Recommended
Intelligence Fundamentals • Common Service Data Model (CSDM)
(On Demand) and Fundamentals (On Demand)
Implementation • Configuration Management Database
(On Demand) (CMDB) Fundamentals (On Demand)
12 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.
• ServiceNow Subscription Model
(On Demand)
 * Mainline certification questions are sourced from all
courses between the product line selection and the exam
Additional Acronyms

Implementer Learning Path

ILT: Instructor-led Training

Now Platform
Select Product Line
ServiceNow CSM
Fundamentals Automated Test Application IntegrationHub
(3-days ILT) Framework (ATF) Development Certified Fundamentals
DevOps Fundamentals Fundamentals Application (On Demand)
– OR – (On Demand) (3-days ILT) Developer
ServiceNow
ServiceNow FSM CAD Voucher (CAD)
Platform Additional Recommended
Fundamentals Implementation • CAD Test Prep
(On Demand) (3-days ILT) GRC
• Mobile Development
Fundamentals (On Demand)
HRSD Ongoing • Performance Analytics
Delta testing Essentials (On Demand)
Implementer ITAM • Service Portal Fundamentals
(2-day ILT)
Scripting in
ITBM ServiceNow • Service Portal Advanced
Fundamentals (2-day ILT)
Get Started with ITOM (3-days ILT) • Common Service Data Model
(CSDM) Fundamentals
Now Create (On Demand)
(On Demand) ITSM
• Configuration Management
Service Provider Essentials (On Demand) Additional
Now Database (CMDB)
• Domain Separation Basics Recommended
Intelligence Fundamentals (On Demand)
• Domain Separation Configuration Certifications
• CIS-CSM • ServiceNow Subscription Model
Now • Domain Separation Implementation (On Demand)
Platform • Domain Separation Troubleshooting • CIS-ITSM
• CIS-CM (ITOM)
SecOps • CIS-Disco (ITOM)
• CIS-EM (ITOM)
• CIS-SM (ITOM)

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

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

Implementer Learning Path

CIS: Certified Implementation Specialist
ILT: Instructor-led Training

Security Operations (SecOps)

Select Product Line
ServiceNow CSM
Fundamentals
(3-days ILT)
DevOps
– OR –
ServiceNow
ServiceNow Platform FSM
Fundamentals Implementation Security Incident
(On Demand) (3-days ILT) GRC Response (SIR) CIS-SIR
Implementation
HRSD (2-days ILT)
CIS-SIR Voucher

Implementer ITAM Ongoing Additional Recommended

Security Delta testing • Automated Test Framework (ATF) Fundamentals
ITBM Operations (On Demand)
Fundamentals • Flow Designer Fundamentals (On Demand)
Get Started with ITOM (2-days ILT) • IntegrationHub Fundamentals (On Demand)
Now Create • Mobile Development Fundamentals (On Demand)
(On Demand) ITSM
• Service Portal Fundamentals (2-day ILT)
Now Vulnerability • Common Service Data Model (CSDM) Fundamentals
Intelligence Response (VR) CIS-VR (On Demand)
Now Implementation • Configuration Management Database (CMDB)
(2-days ILT) Fundamentals (On Demand)
Platform
CIS-VR Voucher • ServiceNow Subscription Model (On Demand)
SecOps
Ongoing
Delta testing

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

System Administrator Learning Path

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

 Additional Acronyms
ILT: Instructor-led Training

System Administrator Learning Path

System
Administrator
ServiceNow System ServiceNow Subscription ServiceNow Upgrade Essentials (On Demand) Additional Recommended
Fundamentals Certified Administration Subscription Management • Upgrade Skipped Records • CSA Test Prep (On Demand)
(3-days ILT) System Advanced Model Overview
• Automated Test Framework (ATF) • Common Service Data Model (CSDM)
Administrator (2-days ILT) (On Demand) (On Demand) Fundamentals (On Demand)
– OR – (CSA) Fundamentals (On Demand)
• Using Debug Upgrade • Configuration Management
ServiceNow
Database (CMDB) Fundamentals
Fundamentals (On Demand)
(On Demand)
• Performance Analytics Essentials
(On Demand)
Ongoing
Delta testing • Scripting in ServiceNow Fundamentals
(3-day ITL)
• Application Development Fundamentals
(3-day ITL)
** Fundamentals and Implementation
classes as products are activated in your
instance

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

Developer Learning Paths

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

 Additional Acronyms
ILT: Instructor-led Training

Application Developer Learning Path

No-Code Developer

Developer

ServiceNow No-Code
Fundamentals Application
(3-days ILT) Development
(On Demand)
– OR –
ServiceNow
Fundamentals
(On Demand)

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

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

Application Developer Learning Path

ILT: Instructor-led Training

Low/Pro-Code Developer

Micro-Certification Application

Scripting in Application Certified Additional Recommended

ServiceNow Development Application • CAD Test Prep (On Demand)
Fundamentals Fundamentals Developer • Common Service Data Model (CSDM)
(3-days ILT) (3-days ILT) (CAD) Fundamentals (On Demand)
Automated Test CAD Voucher
Framework (ATF) • Configuration Management Database (CMDB)
Fundamentals Fundamentals (On Demand)
(On Demand) • IntegrationHub Fundamentals (On Demand)
Developer Ongoing • Mobile Development Fundamentals (On Demand)
Delta testing • Performance Analytics Essentials (On Demand)
• Service Portal Fundamentals (2-days ILT)
ServiceNow • Service Portal Advanced (2-days ILT)
Fundamentals • Subscription Model Management (On Demand)
(3-days ILT)
– OR – Integrations
ServiceNow
Fundamentals Flow Designer IntegrationHub Additional Recommended
(On Demand) Fundamentals Fundamentals • Scripting in ServiceNow Fundamentals (3-days ILT)
(On Demand) (On Demand)
• Application Development Fundamentals (3-days ILT)

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

Application Specialist Learning Paths

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

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

Application Specialist Learning Path

CAS: Certified Application Specialist
ILT: Instructor-led Training

Performance Analytics (PA)

KPI Composer
Overview Formula Indicators
(On Demand) (On Demand)
Application
Specialist
ServiceNow Performance Performance Responsive Performance Performance Hands on Certified
Fundamentals Analytics Analytics Dashboards Analytics Analytics practice with the Application
(3-days ILT) Essentials Fundamentals Overview Widgets Advanced application Specialist
(On Demand) (2-days ILT) (On Demand) (On Demand) (2-days ILT) including (CAS-PA)
– OR – CAS-PA Voucher Implementation
ServiceNow experience
Fundamentals
(On Demand)
Ongoing
Micro-Certification (MC) Delta testing

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

 Additional Acronyms
ILT: Instructor-led Training

Application Specialist Learning Path

Service Portal

Application
Specialist
ServiceNow Scripting in Service Portal Service Portal Service Portal Additional Recommended
Fundamentals ServiceNow Fundamentals Advanced Simulator • Enabling Syntax Editor Macros in the Widget Editor (On Demand)
(3-days ILT) Fundamentals (2-days ILT) (2-days ILT)
(3-days ILT) • Creating Simple Search Facets in a Service Portal (On Demand)
– OR –
• Creating Simple Search Sources in a Service Portal (On Demand)
ServiceNow
Fundamentals
(On Demand)

Micro-Certification (MC)

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