TRAINING AND CERTIFICATION

Build expertise and realize

ROI faster
ServiceNow Training and Certification

People are at the heart of your

success. With training and
certification, your teams will learn
to master ServiceNow
capabilities through hands-on,
real-world instruction designed to
help you meet your business
objectives.
We provide support for each
stage of your ServiceNow
journey and for each role within
your teams.

2 © 2020 ServiceNow, Inc. All Rights Reserved.

 “This training took me from being terrified of our
upcoming implementation to being confident that
our team can manage it.”

According to
80%
Average project success
rate when 1.5% of project
Gartner, one budget added for training
of the top five
reasons that IT
projects fail is
6X
More support is required for
inadequate
change
5 untrained users than
trained users

management
and training

25%
Of performance degrades
5 after 4 years without on-
going training

3 © 2021 ServiceNow, Inc. All Rights Reserved.

Source: International Data Corporation

Why ServiceNow
Incorporating lessons learned from
hundreds of implementations of all sizes
and industries, our agile approach
94%
Of trained customers have experienced a positive
accelerates user adoption, removes impact on their ability to be successful in their job
in relation to ServiceNow products*
barriers, and reduces the risk of project

96%
failure

Best decision I made was to use Of trained customers learned new capabilities as
ServiceNow to help prepare the the result of ServiceNow training*

9.4/10
training and provide the train-the-
trainer capabilities.
– Executive Sponsor, ServiceNow customer

Average customer satisfaction score for instructor-

led courses
*Source: ServiceNow TechValidate Survey 2020-2021
4 © 2021 ServiceNow, Inc. All Rights Reserved.
What We Offer
On Demand Learning
Hundreds of self-service, on-demand courses, organized by learning path
and role

Now Assist
Get instructor and community support to help you complete an on-
demand course and achieve certification.

Technical Training
Skill up your technical and business team members to administer,
implement, manage, and grow the platform

Certification
Invest in your employees through industry-recognized certifications

Custom Training
Prepare your process and end users through hands-on, just-in-time training
in your company’s ServiceNow instance

Change Enablement
Leverage our consulting experts to apply our proven change enablement
methodology focused on user adoption that achieves your business
outcomes

Accelerators
Accelerate user adoption with our guided workshops, tools, templates
and out of the box training.

5 © 2021 ServiceNow, Inc. All Rights Reserved.

 On Demand Learning
What We Offer
Explore options to accelerate your learning. Take on-demand courses, sign up
Self-Service for live classes taught by ServiceNow experts, and choose your learning path.

On-Demand Learning
WHO?
• Anyone at any level interested in
learning about the ServiceNow
Platform Self-Paced, On- Private Tailored Virtual or Hands-on
Demand Sessions Classroom Simulators
WHEN? Courses Instructor-Led
Courses
• Any time during your ongoing
ServiceNow learning journey

WHY?
• Obtain new skills
• Learn the platform
• Get certified

Now Learning
Visit Now Learning 6 © 2021 ServiceNow, Inc. All Rights Reserved.
Enhanced functionality coming in September 2021, including improved
search and personalized recommendations
 Now Assist
What We Offer
Blended, prescriptive, expert-led training program that gives you a 2-week plan
Now Assist for success.

WHO?
• Anyone at any level interested in
learning about the ServiceNow
Platform

WHEN? Enrollment in a Four, live Access to a Instructor

paired on- webinar sessions course-specific support and
• Any time during your ongoing
demand course over a 2-week private interaction with
ServiceNow learning journey period community fellow learners
forum
WHY?
• Obtain new skills Now Assist courses available on Now Learning
• Learn the platform
• Guidance and support to help you ServiceNow Fundamentals
complete the course Customer Service Management Fundamentals
• Get certified Project and Portfolio Management Fundamentals
ITSM Fundamentals
ServiceNow Platform Implementation
CMDB Fundamentals
Visit Now Learning 7 © 2021 ServiceNow, Inc. All Rights Reserved.
 Technical Training
What We Offer
Technical Training
WHO?
• Platform team members from IT and
the business who will design, build, and Virtual or Private Self-paced, Hands-on
maintain the platform Classroom Tailored On-demand Simulators &
• Testers and super users Instructor-Led Sessions Courses Guided Tours
Courses
WHEN?
• Our expansive portfolio is appropriate
for all enterprise maturity stages and
personal skill levels

WHY?
• Participate effectively in workshops;
decrease wasted time on knowledge
transfer; enable platform ownership;
realize the power of the platform

See the instructor-led training catalogue

8 © 2021 ServiceNow, Inc. All Rights Reserved.

Choose whichever method works best for you
Private Instructor-Led Public Instructor-Led Private Now Assist Public Now Assist On Demand
Create a tailored training Attend a classroom or for On Demand for On Demand Get instant access to online
experience for your virtual session in a Get instructor and community Get instructor and community content in Now Learning,
employees with onsite or convenient time zone, support to help you complete an support to help you complete an any time, from any device.
virtual live sessions. taught by an expert on-demand course and achieve on-demand course and achieve
instructor. certification. certification.
Priced per class (up to 16 Free, except for select
Priced per student Priced per student Priced per student
students per class) courses
Access industry-leading learning
across multiple product lines
Learn core content aligned to
certification exams
Practice what you are learning in
hands-on labs and simulations
Receive course completion badge
and showcase sought after skills
on your Now Creator profile
Live interaction with an industry-
experienced instructor
Learn from peers and network with
others in the ServiceNow community

Receive a course participant guide

Receive a free certification exam
voucher in applicable courses
Host training exclusively for your
employees, on-site or online at
your location

Enjoy personalized support from © 2021 ServiceNow, Inc. All Rights Reserved. Confidential. 9
ServiceNow coordinators to schedule
and run your session(s)

9 © 2021 ServiceNow, Inc. All Rights Reserved.

What We Offer Certification
Mainline Certifications
Certification Indicates cross-product and role-specific knowledge and skills;
available after training pre-requisites
WHO? Proctored, comprehensive exam
Technical platform users
• System Administrators Delta Program
• Developers Verifies release-specific knowledge; available to
• Implementers individuals with current mainline certification
• Application Specialists Non-proctored, short online quiz
• Business Process Analysts
• Master Architects Micro-Certifications
Indicates knowledge in a n d skill in a specific specialty; available
WHEN? after training pre-requisites Non-proctored, mid-size online exam
• After successfully completing
associated courseware and hands-on
experience Suite Certifications
Shows capabilities across product bundles
WHY? Achieved through combinations of Mainline a n d Micro-certifications
• Increase expertise
• Support your ServiceNow platform with
skilled and credible teams Expert Programs
Indicates deep expertise in a complex, cross- product role; pre-
requisites a n d application required
Read the guide In-depth
10 program a n d review board © 2021 ServiceNow, Inc. All Rights Reserved.
 Custom Training
What We Offer

Custom Training
WHO?
• Process users (fulfillers, ITIL users),
process managers
• End users (employees, requesters)

WHEN? Train-the-Trainer Custom Content Recorded Demos

• Material creation (in your instance) just
Onsite or Virtual Development
before user acceptance testing (UAT)
• Delivery following UAT, just in time for
Go Live

WHY?
• Avoid service disruption, drive
platform adoption, increase customer
satisfaction; accelerate time to value
Custom Custom Guided Quick Reference
eLearning Tours Cards
Read the guide 11 © 2021 ServiceNow, Inc. All Rights Reserved.
What We Offer Change Enablement Services
Change Enablement Define change
Assess and Execute
Deliver
plan for comms Measure
strategy training
change plan
WHO?
• Enterprise-wide with a focus on sponsors,
champions, platform teams, process
users, and end users

CHANGE DEFINE UNDERSTAND TRAINING COMMUNICATIONS

COMMUNICATI CHANGE MEASUREMENT
WHEN? ENABLEMENT STAKEHOLDERS IMPACTS DELIVERY ONS
AND AND
INTERNAL CHAMPION APPROACH
KICKOFF PLANNING INTERNAL
MARKETING NETWORK
• Part-time dedicated resource from
project start (kickoff) through training
delivery (~20 weeks)

WHY?
• Plan for change and communicate
effectively
• Bolster internal support for change
• Send the right people to the right classes
• Prepare students for training
• Create excitement and drive user
adoption

Read the guide 12 © 2021 ServiceNow, Inc. All Rights Reserved.

What We Offer Training and Adoption Accelerators
Accelerators Adoption Accelerator: Guided Workshops, Templates and Coaching
Change Champion Communications Training Planning

session 1

session 2

session 3

session 4
Enablement Enablement Planning
WHO? Methodology
• Business partners who will engage with
ServiceNow (training, OCM, etc.)
• Process users (fulfillers, ITIL users), process
managers
• End users (employees, requesters)
• Testers and Champions
Training Accelerators: Customizable Training Packages
WHEN?
• Adoption Toolkit & Accelerator: Ideally at the
start of a project, during planning or early
development
• Training Accelerator: Begin material develop
ment before user acceptance testing (UAT)

WHY?
• Accelerate user adoption with these rapid
solutions that drive platform adoption,
increase customer satisfaction and
accelerate time to value

Read the guide 13 © 2021 ServiceNow, Inc. All Rights Reserved.

 “ Excellent trainers,
very well-structured courses to
explain the concepts and
value-added labs to practice
the concepts enables students
to come out of class with ready-
to-action skills from respective
courses.
– Team leader at a global
“
electronics company

400+
Courses and
certifications in
our portfolio

14 © 2020 ServiceNow, Inc. All Rights Reserved

*Prosci Best Practices Survey, 2018 Edition

Let our consultants build your enterprise training and adoption roadmap.
Email [email protected] to start the conversation today.
15 © 2021 ServiceNow, Inc. All Rights Reserved.