Learning Paths by Persona

Author: Training and Certification

Last updated: June 15, 2020

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Implementer Learning Paths

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

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

CSMFundamentals

(2-days ILT)

CSM Implementation

(2-days ILT)CIS-CSM Voucher

Additional Recommended• CIS-CSM Test Prep (On Demand)• Communities Fundamentals, Administration and Implementation (On Demand)• CSM with Service Management for BPCs (On Demand)• CSM with Service Management for Implementers (On Demand)• Advanced Work Assignment (On Demand)• Agent Workspace Fundamentals (On Demand)• Agent Workspace Implementation (On Demand)• Common Service Data Model (CSDM) Fundamentals (On Demand)• Configuration Management Database (CMDB) Fundamentals (On Demand)• Proactive Customer Service Operations Overview (On Demand)• Proactive Customer Service Operations Fundamentals (On Demand)• ServiceNow Subscription Model (On Demand)

OngoingDelta testing

CIS-CSM

ServiceNowPlatform

Implementation(3-days ILT)

Implementer

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

Get Started withNow Create

(On Demand)

CSM ProfessionalRequired to achieve ‘Professional’• CIS-CSM• Predictive Intelligence (On Demand)• Performance Analytics Essentials (On Demand)• Virtual Agent (On Demand)

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

Additional Recommended• Automated Test

Framework (ATF) Fundamentals (On Demand)

• Common Service Data Model (CSDM) Fundamentals (On Demand)

• Configuration Management Database (CMDB) Fundamentals (On Demand)

• Integration Hub Fundamentals (On Demand)

• ServiceNow Subscription Model (On Demand)

Performance Analytics Essentials

(On Demand)

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

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)

ServiceNowPlatform

Implementation(3-days ILT)

Implementer

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

Get Started withNow Create

(On Demand)

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

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

FSMFundamentals

(2-days ILT)

FSM Implementation

(2-days ILT)CIS-FSM Voucher

Mobile DevelopmentFundamentals(On Demand)

Additional Recommended• CIS-FSM Test Prep (On Demand)• Field Service Management Dynamic Scheduling

Fundamentals (On Demand)• Field Service Management Dynamic Scheduling

Implementation (On Demand)• Knowledge Management Fundamentals

(On Demand)• Performance Analytics Essentials (On Demand)• Performance Analytics Fundamentals (2-day ILT)• Common Service Data Model (CSDM)

Fundamentals (On Demand)• Configuration Management Database (CMDB)

Fundamentals (On Demand)• ServiceNow Subscription Model (On Demand)

ServiceNowPlatform

Implementation(3-days ILT)

Implementer

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

Get Started withNow Create

(On Demand)

OngoingDelta testing

CIS-FSM

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CIS-RC

OngoingDelta testing

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

Vendor Risk Mgmt (VRM)

Fundamentals(On Demand)

GRC Simulator

ServiceNowPlatform

Implementation(3-days ILT)

Implementer

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

Get Started withNow Create

(On Demand)

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)• Common Service Data Model (CSDM)

Fundamentals (On Demand)• Configuration Management Database (CMDB)

Fundamentals (On Demand)• ServiceNow Subscription Model (On Demand)

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 Understanding (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 LanguageUnderstanding (On Demand)

Human Resources Service Delivery (HRSD)Implementer Learning Path

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

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

(On Demand)• Configuration Management Database (CMDB)

Fundamentals (On Demand)• ServiceNow Subscription Model (On Demand)

ServiceNowPlatform

Implementation(3-days ILT)

Implementer

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

Get Started withNow Create

(On Demand)

OngoingDelta testing

CIS-HRHR

Implementation(2-days ILT)

CIS-HR Voucher

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

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

Asset Model Mgmt(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

ServiceNowPlatform

Implementation(3-days ILT)

Implementer

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

Get Started withNow Create

(On Demand)

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)• Common Service Data Model (CSDM) Fundamentals (On Demand)• Configuration Management Database (CMDB) Fundamentals

(On Demand)• ServiceNow Subscription Model (On Demand)

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)

IT Business Management (ITBM)Implementer Learning Path

PPMFundamentals

(2-days ILT)

APMFundamentals(On Demand)

PPM Implementation

Simulator

PPM Implementation (On Demand)

CIS-PPM Voucher

OngoingDelta testing

* 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

Additional Recommended• Common Service Data Model (CSDM)

Fundamentals (On Demand)• Configuration Management Database (CMDB)

Fundamentals (On Demand)• ServiceNow Subscription Model (On Demand)

ServiceNowPlatform

Implementation(3-days ILT)

Implementer

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

Get Started withNow Create

(On Demand)Ongoing

Delta testing

CIS-PPM

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

Additional Recommended• CSDM Fundamentals (On Demand)• ServiceNow Subscription Model (On Demand)

CMDB FundamentalsComing soon

(2-days ILT)

CMDB Assessment Simulators

(Health/Configure)

IT Operations Management (ITOM)Implementer Learning Path

Additional Recommended• Discovery Extras (On Demand)• CMDB Fundamentals (On Demand)• CSDM Fundamentals (On Demand)• ServiceNow Subscription Model (On Demand)

Additional Recommended• Event and Flow in Action (On Demand)• Operational Intelligence Fundamentals (On Demand)• CMDB Fundamentals (On Demand)• CSDM Fundamentals (On Demand)• ServiceNow Subscription Model (On Demand)

Additional Recommended• Cloud Insights (On Demand)• Configuring Cloud Management for IP Address Mgmt• CMDB Fundamentals (On Demand)• CSDM Fundamentals (On Demand)• Service Data Model (CSDM) Fundamentals• ServiceNow Subscription Model (On Demand)

Service Mapping (SM) Fundamentals

(3-days ILT)

Event Mgmt (EM) Fundamentals

(2-days ILT)CIS-EM Voucher

Cloud Mgmt (CM) Fundamentals

(3-days ILT)

DiscoveryFundamentals

(3-days ILT)CIS-Disco Voucher

Service Mapping (SM) Implementation

(3-days ILT)CIS-SM Voucher

Cloud Mgmt (CM) Advanced(3-days ILT)

CIS-CM VoucherCIS-CM

CIS-SM

CIS-EM

CIS-Disco

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

Additional AcronymsCIS: Certified Implementation SpecialistCMDB: Configuration Management DatabaseCSDM: Common Services Data ModelILT: Instructor-led Training

ServiceNowPlatform

Implementation(3-days ILT)

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

Get Started withNow Create

(On Demand)

Implementer

Ongoing Delta testing

Ongoing Delta testing

Ongoing Delta testing

Additional Recommended• CMDB Fundamentals (On Demand)• CSDM Fundamentals (On Demand)• ServiceNow Subscription Model (On Demand)

Ongoing Delta testing

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

ITSM ProfessionalRequired to achieve ‘Professional’• CIS-ITSM• Predictive Intelligence (On Demand)• Performance Analytics Essentials (On Demand)• Virtual Agent Fundamentals, Implementation, and

Natural Language Understanding (On Demand)

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

Additional Recommended• Knowledge Management Fundamentals (On Demand)• Major Incident Management (On Demand)• CIS-ITSM Test Prep (On Demand)• Automated Test Framework (ATF) Fundamentals (On Demand)• Common Service Data Model (CSDM) Fundamentals (On Demand)• Configuration Management Database (CMDB) Fundamentals (On Demand)• Mobile Development Fundamentals (On Demand)• Service Portal Fundamentals (2-days ILT)• ServiceNow Subscription Model (On Demand)

ServiceNowPlatform

Implementation(3-days ILT)

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

Get Started withNow Create

(On Demand)

Implementer

OngoingDelta testing

CIS-ITSM

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

Virtual Agent Fundamentals, Implementation & NaturalLanguage Understanding

(On Demand)

Get Started with Artificial Intelligence

(On Demand)

Now IntelligenceImplementer Learning Path

Performance Analytics Essentials

(On Demand)

Responsive Dashboards

Overview(On Demand)

Performance Analytics

Fundamentals(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

Performance AnalyticsWidgets

(On Demand)

Predictive Intelligence

Fundamentals and

Implementation(On Demand)

VirtualAgent

Simulator

Virtual Agent Integrations

(On Demand)

Virtual Agent Advanced Topics Series:• Surveys• Keyword to NLU• VA Analytics

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)

Hands on practice with the

application including

implementation experience

ServiceNowPlatform

Implementation(3-days ILT)

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

Get Started withNow Create

(On Demand)

Implementer

OngoingDelta testing

CAS-PA

Additional Recommended• Common Service Data Model (CSDM)

Fundamentals (On Demand)• Configuration Management Database

(CMDB) Fundamentals (On Demand)• ServiceNow Subscription Model

(On Demand)

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

Additional Recommended• 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)• Common Service Data Model

(CSDM) Fundamentals (On Demand)

• Configuration Management Database (CMDB) Fundamentals (On Demand)

• ServiceNow Subscription Model(On Demand)

OngoingDelta 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)

Automated TestFramework (ATF)

Fundamentals(On Demand)

IntegrationHubFundamentals(On Demand)

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

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

ServiceNowPlatform

Implementation(3-days ILT)

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

Get Started withNow Create

(On Demand)

Implementer

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

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)• Common Service Data Model (CSDM) Fundamentals

(On Demand)• Configuration Management Database (CMDB)

Fundamentals (On Demand)• ServiceNow Subscription Model (On Demand)

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)

ServiceNowPlatform

Implementation(3-days ILT)

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

Select Product Line

FSM

GRC

HRSD

ITAM

ITBM

ITOM

ITSM

Now Platform

SecOps

DevOps

CSM

Now Intelligence

Get Started withNow Create

(On Demand)

Implementer

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

System Administrator Learning Path

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

System Administrator Learning Path

Additional AcronymsILT: Instructor-led Training

Additional Recommended• CSA Test Prep (On Demand)• Common Service Data Model (CSDM)

Fundamentals (On Demand)• Configuration Management

Database (CMDB) Fundamentals (On Demand)

• Performance Analytics Essentials (On Demand)

• Scripting in ServiceNow Fundamentals(3-day ITL)

• Application Development Fundamentals (3-day ITL)

** Fundamentals and Implementation classes as products are activated in your instance

System Administrator

OngoingDelta testing

CertifiedSystem

Administrator(CSA)

System Administration

Advanced(2-days ILT)

ServiceNow Upgrade Essentials (On Demand)• Upgrade Skipped Records• Automated Test Framework (ATF)

Fundamentals (On Demand)• Using Debug Upgrade

ServiceNowFundamentals

(3-days ILT)

– OR –

ServiceNowFundamentals(On Demand)

ServiceNow Subscription

Model(On Demand)

SubscriptionManagement

Overview(On Demand)

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.

Low/Pro-Code DeveloperApplication Developer Learning Path

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

Additional AcronymsILT: Instructor-led Training

Additional Recommended• CAD Test Prep (On Demand)• Common Service Data Model (CSDM)

Fundamentals (On Demand)• Configuration Management Database (CMDB)

Fundamentals (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)• Subscription Model Management (On Demand)

Automated Test Framework (ATF)Fundamentals (On Demand)

Developer

Application

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

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 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