ServiceNow University is the official training and certifications platform for the ServiceNow ecosystem. In short, if you’re looking to build ServiceNow skills, this is the place to go.
In fact, University spans the absolute basics all the way to expert-led courses for experienced ServiceNow specialists. This makes it a uniquely valuable resource for ServiceNow professionals at all levels of their careers.
To sign up for the university, you can simply register an account for free through the web portal. But before you do, let’s explain the basics across three sections: Resources, Credentials, and Community.
Resources: A Hub for ServiceNow Learning and Skills
Resources sit at the heart of the ServiceNow University. Effectively, they act as the online encyclopedia of all things ServiceNow.
Taken together, they offer a wide range of information about the ServiceNow ecosystem, across courses, articles, videos, and more. Generally the resources are free, and there are a wide range of different formats and learning styles available.
These resources fall into five main categories:
1. On-Demand Courses
On-demand courses are self-guided learning modules that focus on a whole range of topics within the ServiceNow ecosystem. These courses are made up of several individual resources, including videos, articles, quizzes, and more – with most courses involving some combination of all of these.
The courses start from the most basic ServiceNow concepts, such as What is the ServiceNow platform: a fairly straightforward ten-minute introduction. But they also feature much longer and more technical explanations, such as Performance Analytics (PA) Advanced On Demand, spanning multiple hours and modules.
Unlike other resources on this list, courses are organized around particular topics or skills, rather than career goals or certifications. They’re also free and designed to be accessed in the users’ own time and pace. This makes them a particularly unique resource for self-learners and anybody looking to develop a particular skillset.
Quick Summary:
- What is it? Self-guided learning materials based around specific skills or topics.
- Includes: Videos, reading materials, quizzes.
- Cost: It’s free!
- Best for: Those looking to learn a specific feature or topic at their own pace.
- Find out more: Browse the full list of courses here.
2. Paths and Collections
Paths are a curated sequence of different resources, many of which also appear elsewhere in this guide: videos, courses, reading materials, quizzes, and more.
Like courses, these are free and designed to be accessed in users’ own time and at their own pace. But generally, they’re more structured and formalized than other resources – so they really benefit from being followed from start to finish.
This is particularly the case with certification Learning Paths. As the name would suggest, these are designed around ServiceNow certification syllabuses, making them the ideal way to prepare for exams. Take for example the Customer Service Management (CSM) Learning Path, which prepares learners for the ServiceNow Certified Customer Service Management exam.
The most basic Paths (e.g. Cloud Cost Management) feature a single course and a quiz. But this is out of the ordinary, with most including multiple courses alongside articles and other resources.
The difference between On-Demand Courses and Paths isn’t always clear-cut. After all, both aim to guide users through multiple resources or modules in a set order. And just to add to the confusion, Paths can themselves include other Paths as well as individual courses. The TMT Service Management course, for instance, includes both the Customer Service Management (CSM) and IT Service Management (ITSM) Implementer Paths.
But while every Path might contain a course, not every course belongs to a Path. As a general rule, it’s helpful to think of Paths as being longer and more structured than courses.
Quick Summary:
- What is it? A curated journey of different learning resources designed around a specific skill or theme.
- Includes: On-Demand Courses, Instructor-Led Training, knowledge-base articles, quizzes, and more.
- Cost: Usually free, though including some paid resources like Instructor-Led Training.
- Best for: Curated learning for specific ServiceNow skills.
- Find out more: Browse the full list of Paths and Collections here.
3. Instructor-Led Training
The majority of resources on this list are self-guided – but that’s not the case for everything. As the name would suggest, Instructor-Led Training is the main exception to this rule, featuring formal training courses run by experienced experts.
These lessons are paid and scheduled. The classes also generally require participants to have completed certain courses (see section one) to qualify. This ensures you have the correct context and knowledge to effectively participate in the lesson.
The list of training courses is regularly updated, with several courses available each day. Some upcoming examples include: Human Resources Fundamentals (2 days), Platform Analytics (PA) Fundamentals (2 days).
Courses last between one and three days – though most are three. They’re charged by the length of the course, with $2,700 being common for three-day courses.
Quick Summary:
- What is it? Live, instructor-led classes or workshops with interactive participation.
- Includes: Lectures, demonstrations, collaborative discussions, hands-on exercises.
- Cost: $1,900-$2,700 USD
- Best for: Learners who prefer guidance, interaction, and structured timelines.
- Find out more: Browse the full Instructor-Led Training schedule.
4. Career Journeys
Career Journeys operate in very similar ways to Paths. These resources are curated, structured, and designed to be followed from start to finish.
In this case, however, the journeys are built around specific career goals, rather than skills or Credentials. Currently, there are seven of these: System Administrator, Application Developer, Platform Owner, Implementer, Technical Project Manager, Business Process Analyst, and Support Specialist.
Each course has several stages of difficulty, usually three of the following levels: Associate, Practitioner, Professional, and Expert – though not all courses have all four stages.
As you’d expect, these journeys are longer than your average course or Path. Associate Technical Project Manager, for instance, lasts around five days. But in reality, they’re designed to be studied in stages over a longer period of time. Either way, these aren’t for the faint-hearted!
Most of the resources within these Career Journeys are free, though learners often have the choice between (free) self-guided learning courses or (paid) Instructor-Led Training.
Quick Summary:
- What is it? Curated learning journeys designed to develop skills for a specific career path.
- Includes: Articles, On-Demand Courses, Paths, videos.
- Cost: Generally free, though with some optional paid resources such as Instructor-Led Training.
- Best for: Those aiming to transition into or grow within a ServiceNow-specific career.
- Find out more: Browse the full list of Career Journeys here.
5. Help Center
The Help Center is a collection of resources aimed at answering topic or query-specific questions. These resources are much less formal and structured than other options on this list.
The backbone of the Help Center is Knowledge Base articles, though it also includes FAQs, documentation, how-to guides, and more. These resources discuss a wide and diverse range of topics, including troubleshooting guides (e.g. Requesting access to your company account) as well as exam study guides (e.g. Certified System Administrator (CSA) Delta Exam Study Guide).
All resources are free and can be viewed online without an account. This makes them a particularly useful way to dip your toe into the ServiceNow University water, without needing to dedicate to a full course or journey.
Quick Summary:
- What is it? A searchable knowledge base and support resource for troubleshooting, FAQs, documentation, and how-to guides.
- Includes: Articles, troubleshooting, FAQs, documentation, and how-to guides.
- Cost: It’s free!
- Best for: Finding answers to specific, immediate issues or clarifying technical details.
- Find out more: Browse the Help Center here.
Credentials: Where to Go to Prove Your Expertise
Many of the resources we discussed in the last section are designed to prepare you for specific ServiceNow certifications. Therefore, this seems as good a time as any to discuss the next key aspect of the ServiceNow University: Credentials.
Credentials are structured examinations that let you prove your knowledge and expertise to the wider ServiceNow ecosystem. This is particularly valuable because the qualifications are widely recognized across the industry. Indeed, many ServiceNow-specific technical roles will require them as prerequisites. Passing these exams is a valuable move for anybody looking to develop a ServiceNow career.
All exams are paid, with most costing a few hundred dollars – though Expert Certifications cost significantly more.
Also, a note of warning: The ServiceNow University offers a free service to independently verify ServiceNow certifications. Of course, we wouldn’t suggest that anybody scrolling through the NowBen website would consider exaggerating their skills on a CV. But just in case…
Credentials fall into one of two categories, with the vast majority coming under the first:
1. Mainline Certifications
If you’re doing (or planning to do) a ServiceNow exam, it’s overwhelmingly likely to be one of the 18 Mainline Certifications in this category.
These are aimed toward one of the five following roles: Application Specialist, Architect, Developer, Implementer, or System Administrator. Roles such as Implementor have several exams associated with them, with more detailed variants including:
- Certified Implementation Specialist – Platform Analytics (CIS-PA)
- Certified Implementation Specialist – Discovery (CIS-DISCO)
As discussed in section one, learners can prepare for these courses with structured paths, Career Journeys, and ad-hoc Help Center resources.
Quick Summary:
- What is it? General certifications for ServiceNow learners of all levels.
- Includes: Paid exam.
- Cost: Most courses are $450, though Certified System Administrator is $300.
- Best for: Individuals of all levels looking to get quantifiable skills and certifications.
- Find out more: Browse the full list of Mainline Certifications here.
2. Expert Certifications
As the name suggests, Expert Certifications are the crème de la crème of ServiceNow Credentials. They are aimed squarely at ServiceNow professionals who’ve already been working in the ecosystem for several years. The goal is to help them develop specific and advanced skills.
Currently, there are only two expert Credentials: Certified Technical Architect, and Certified Master Architect, though a third (Certified Workflow Architect) is currently in development.
To participate in one of these courses, you first have to apply through the website. That’s because the expert nature of the certifications means there are strict pre-requisites for entry: either three or five years’ experience, depending on the course.
As with Mainline Certifications, these Credentials are also paid – but they are significantly more expensive, at $7,000 for the Certified Technical Expert and $17,000 for the Certified Master Architect. Luckily, payment is only due after you’ve passed the application process…
Quick Summary:
- What is it? Advanced certifications for skilled professionals.
- Includes: Self-paced learning modules, study group meetings, informal cohort discussions, individual team presentations.
- Cost: $7,000 USD [Certified Technical Expert], $17,000 USD [Certified Master Architect].
- Best for: Experienced professionals looking for specialized knowledge or expert-level Credentials.
- Find out more: Browse the full list of expert Credentials here.
Community: A Place to Learn, Share, and Collaborate
As well as resources and Credentials, signing up to the ServiceNow University also gives you access to the wider ServiceNow Community. This is an online network of over 800,000 learners, professionals, and partners – at every stage of their careers.
The Community consists of a public forum, as well as content, conversations, events, and more. It benefits from being largely decentralized, with most (but not all) content being created by other ServiceNow enthusiasts – rather than the organization itself. This makes it a uniquely valuable place to share expertise, ask questions, and learn from other people’s experience.
Here’s what the Community includes:
- Blog posts: Featuring posts from ServiceNow, as well as user-generated content from developers and developer advocates.
- Product hubs: A series of technical and product-specific content on topics like Releases and Upgrades, Asset Management, App Development, and more. Explore all product hubs here.
- Events: A series of (mostly remote) events, generally involving tutorials on specific use cases, such as integrations or change management. Upcoming events include Win with Discovery Tips and Tricks and Microsoft Outlook integrations with Employee Center. You can explore all events here.
- Community expert programs: Become a ServiceNow Community advocate through the Community Expert Program.
- User groups: A series of remote or location-specific communities (called SNUGs), providing opportunities for networking and collaboration – you can see all groups here.
- Other Community resources: Including questions, articles, events, and blogs.
Final Thoughts
Anybody in this ecosystem will tell you that ServiceNow isn’t just a tech product: it’s an entire industry. Many spend their whole careers working with ServiceNow technology, constantly developing new technical skills along the way.
For these people, ServiceNow University is an invaluable resource. In many ways, it’s the in-house bible of the ecosystem. And whether you’re looking to embark on a ServiceNow career, develop particular skills, or just find a solution to a particularly difficult problem – University has something for everyone.
If you want to sign up, you can do so via the website. Otherwise, many of the resources we’ve discussed in this article can be accessed without an account. So why not have a click around and try it out for yourself before signing up.