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Training and Certification
Guide to Learningand Certification Paths
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Training and Certification Guide
2017 ServiceNow, Inc. All Rights Reserved
Table of Contents
ServiceNow Fundamentals
Administrator
Implementer
Developer
Fulfiller Training
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Training and Certification Guide
2017 ServiceNow, Inc. All Rights Reserved
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
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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
Training and Certification Guide
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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Training and Certification Guide
2017 ServiceNow, Inc. All Rights Reserved
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
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Training and Certification Guide
2017 ServiceNow, Inc. All Rights Reserved
SERVICENOW FUNDAMENTALS
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
FUNDAMENTALS LEARNING LIBRARY
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
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The training hasprepared our people well for the switch andensured that we have fewer internal support calls.Robert CoenenSenior Director, Technology ServicesCarlson WagonLit Travel
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ServiceNow Fundamentals
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Training and Certification Guide
2017 ServiceNow, Inc. All Rights Reserved
ServiceNow Fundamentals
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.
SERVICENOW FUNDAMENTALS
COURSECSA
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Administrator
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Training and Certification Guide Administrator
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Administrator Path
SELECT PRODUCT LINE
Continue to train for selected product line
FUNDAMENTALS LEARNING LIBRARY
Administrator Administrator
PRODUCT LINE SPECIALIZATION
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 FUNDAMENTALS
Learn the basics of the
ServiceNow Platform
CSA
https://www.servicenow.com/content/dam/servicenow/other-documents/training/ServiceNow-Sys-Admin-Exam-Specs.pdf
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Training and Certification Guide Administrator
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ITSM Administrator
SERVICENOW FUNDAMENTALS
PRODUCT LINE
FUNDAMENTALS LEARNING LIBRARY
AdministratorITSM
Administrator
PRODUCT LINE SPECIALIZATION
ITSM
ITSM Fundamentals Course
Learn the basics of the
ServiceNow Platform
CSA
New Releases
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Training and Certification Guide Administrator
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ITOM Administrator
SERVICENOW FUNDAMENTALS
PRODUCTLINE
PRODUCT LINE SPECIALIZATION COURSES
FUNDAMENTALS LEARNING LIBRARY
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
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Training and Certification Guide Administrator
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PPM & FM Administrator
Coming Soon
Project Portfolio Mgmt. (PPM) Path
Financial Mgmt. (FM) Path
SERVICENOW FUNDAMENTALS
PRODUCTLINE
PRODUCT LINE SPECIALIZATION COURSES
FUNDAMENTALS LEARNING LIBRARY
Includes topics such as:
Administrator
PPM Administrator
Project Portfolio Mgmt. Fundamentals
New Releases
ITBM
FM Fundamentals FM Deployment and Integrations Project, Cost
FM Administrator
Learn the basics of the
ServiceNow Platform
CSA
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Training and Certification Guide Administrator
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Customer Service Mgmt. Administrator
SERVICENOW FUNDAMENTALS
PRODUCT LINE
PRODUCT LINE SPECIALIZATION COURSES
FUNDAMENTALS LEARNING LIBRARY
AdministratorCSM
AdministratorCSM
CSM Fundamentals New Releases
CSA
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Training and Certification Guide Administrator
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HR Administrator
SERVICENOW FUNDAMENTALS
PRODUCT LINE
PRODUCT LINE SPECIALIZATION COURSES
FUNDAMENTALS LEARNING LIBRARY
AdministratorHR
AdministratorHR
HR Fundamentals New Releases
Learn the basics of the
ServiceNow Platform
CSA
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Training and Certification Guide Administrator
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Security Administrator
SERVICENOW FUNDAMENTALS
PRODUCT LINE
PRODUCT LINE SPECIALIZATION COURSES
FUNDAMENTALS LEARNING LIBRARY
AdministratorSecurity
AdministratorSecurity
Security Operations Fundamentals
GRC Fundamentals
Vendor Risk Mgmt. Fundamentals
New Releases
CSA
Coming Soon
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Implementer
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Training and Certification Guide
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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
SERVICENOW FUNDAMENTALS
SAIFFUNDAMENTALS
PLATFORM IMPLEMENTATION
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
Learn the basics of the
ServiceNow Platform
CSA
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Training and Certification Guide
2017 ServiceNow, Inc. All Rights Reserved
Implementer
ITSM Implementer
SERVICENOW FUNDAMENTALS
SAIFFUNDAMENTALS
PLATFORMIMPLEMENTATION
FUNDAMENTALS IMPLEMENTATION
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
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Training and Certification Guide
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Implementer
ITOM Implementer
SERVICENOW FUNDAMENTALS
SAIFFUNDAMENTALS
PLATFORM IMPLEMENTATION
FUNDAMENTALS IMPLEMENTATION
Implementer
PRODUCT LINE SPECIALIZATION COURSES
PRODUCT LINE
LEARNING LIBRARY
Includes topics such as:
Service Mapping Fundamentals
Discovery Fundamentals
Event Mgmt./ OI Fundamentals
Service Mapping Implementation
CMDB ITOM - Storage
Discovery
SM
CSA
Discovery Fundamentals
Event Mgmt./ OI Fundamentals
CMDB ITOM - Storage
Discovery
DISCOVERY /EVENT
ITOM
Coming Soon
Discovery/Event. Path
Service Mapping Path
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Training and Certification Guide
2017 ServiceNow, Inc. All Rights Reserved
Implementer
SERVICENOW FUNDAMENTALS
PRODUCT LINE
PRODUCT LINE SPECIALIZATION COURSES
FUNDAMENTALS IMPLEMENTATION LEARNING LIBRARY
Includes topics such as:
PPM Fundamentals
Agile Development Demos
PPM Simulator
ITBM
PPM & FM Implementer
Implementer
SAIFFUNDAMENTALS
PLATFORM IMPLEMENTATION
PPM
FM Implementation
FM Simulator
Cost Transparency
FM
CSA
Coming Soon
Project Portfolio Mgmt. (PPM) Path
Financial Mgmt. (FM) Path
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Training and Certification Guide
2017 ServiceNow, Inc. All Rights Reserved
Implementer
SERVICENOW FUNDAMENTALS
SAIFFUNDAMENTALS
PLATFORM IMPLEMENTATION
PRODUCT LINE SPECIALIZATION COURSES
FUNDAMENTALS IMPLEMENTATION
Implementers
PRODUCT LINE
LEARNING LIBRARY
Includes topics such as:
CSM
CSM Fundamentals
PA Fundamentals
CSM Implementation
Service Portal Implementation
CSM Migration
ITSM vs CSM
CSM
CSM Implementer
CSA
Coming Soon
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Training and Certification Guide
2017 ServiceNow, Inc. All Rights Reserved
Implementer
HR Implementer
SERVICENOW FUNDAMENTALS
SAIFFUNDAMENTALS
SERVICENOW IMPLEMENTATION
PRODUCT LINE SPECIALIZATION COURSES
FUNDAMENTALS IMPLEMENTATION
Implementers
PRODUCT LINE
LEARNING LIBRARY
Includes topics such as:
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
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Training and Certification Guide
2017 ServiceNow, Inc. All Rights Reserved
Implementer
Security Implementer
SERVICENOW FUNDAMENTALS
PRODUCT LINE
PRODUCT LINE SPECIALIZATION COURSES
FUNDAMENTALS IMPLEMENTATION LEARNING LIBRARY
Security Operations Fundamentals
Security Operations Fundamentals
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
PLATFORM IMPLEMENTATION
SEC. GRC
SEC. VR
SEC. OPS
CSA SECURITY
SEC. RM
Vendor Risk Mgmt. Fundamentals
New Releases
Vendor Risk Mgmt. Implementation
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Developer
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Training and Certification Guide
2017 ServiceNow, Inc. All Rights Reserved
Developer
Developer Path
SERVICENOW FUNDAMENTALS
PRODUCT LINE SPECIALIZATION COURSES
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
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Training and Certification Guide
2017 ServiceNow, Inc. All Rights Reserved
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
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Sharpen your skills to ensure effective platform utilization
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Fulfiller Training
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Training and Certification Guide
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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
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Training and Certification Guide
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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:
-
Training and Certification Guide
We bring learning to you when you want it and on any device that you want it
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Training and Certification Guide
2017 ServiceNow, Inc. All Rights Reserved
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
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Training and Certification Guide
2017 ServiceNow, Inc. All Rights Reserved
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
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Training and Certification Guide
2017 ServiceNow, Inc. All Rights Reserved
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://
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Training and Certification Guide
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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
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Training and Certification Guide
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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
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Training and Certification Guide
2017 ServiceNow, Inc. All Rights Reserved
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
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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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