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ServiceNow Learning Path and Exams Breakdown

ServiceNow certifications are pivotal for professionals aiming to validate their expertise in the ServiceNow platform. These certifications are structured to cater to various roles within an organization, ensuring that individuals possess the necessary skills to manage and optimize ServiceNow applications effectively. The certification framework is divided into two primary categories: Mainline Certifications and Micro Certifications.

Mainline Certifications vs Micro Certifications

Mainline Certifications are comprehensive exams that assess a candidate's proficiency in specific ServiceNow applications. These certifications are designed for professionals who wish to demonstrate their in-depth knowledge and expertise in a particular area. On the other hand, Micro Certifications focus on specific skills or features within the ServiceNow platform, providing a more targeted assessment of a candidate's abilities.

Foundational Certification: Certified System Administrator

The certification journey typically begins with foundational certifications, such as the Certified System Administrator (CSA) exam. This entry-level certification is ideal for individuals new to ServiceNow, as it covers the core functionalities and features of the platform. Upon successful completion, professionals can progress to more advanced certifications, such as the Certified Application Developer (CAD) and Certified Implementation Specialist (CIS) exams, depending on their career aspirations and areas of interest.

Training Courses for Certification Paths

Each certification path is associated with specific training courses that prepare candidates for the respective exams. These courses are available in various formats, including instructor-led training and on-demand modules, allowing individuals to choose the learning style that best suits their preferences and schedules.

Preparing for Your ServiceNow Certification Journey

Understanding the structure and requirements of each certification path is crucial for professionals seeking to advance their careers in the ServiceNow ecosystem. In the subsequent parts of this series, we will delve deeper into each certification path, providing detailed information on exam codes, training prerequisites, and preparation strategies to help you navigate your ServiceNow certification journey effectively.

Introduction to the Certified System Administrator (CSA) Certification

The Certified System Administrator (CSA) certification is a foundational credential offered by ServiceNow to validate the skills and knowledge required to configure, implement, and maintain the ServiceNow platform. This certification is designed for professionals who wish to demonstrate their proficiency in administering ServiceNow instances and is a prerequisite for more advanced certifications within the ServiceNow ecosystem.

Exam Code and Structure

The CSA certification exam is identified by the exam code CSA. The exam consists of approximately 60 multiple-choice and multiple-select questions, which must be completed within a 90-minute timeframe. The questions are designed to assess a candidate's understanding and practical application of ServiceNow administration concepts.

The exam is structured to evaluate proficiency across various domains, including user interface and navigation, collaboration, database administration, self-service and process automation, and an introduction to development. Each domain is weighted differently, reflecting its importance in the overall administration of the ServiceNow platform.

Prerequisites and Eligibility

To be eligible for the CSA certification exam, candidates are required to complete the ServiceNow Administration Fundamentals course. This course provides the foundational knowledge necessary to understand the core functionalities of the ServiceNow platform. Upon successful completion of the course, candidates are eligible to obtain a non-transferable, non-refundable exam voucher, which is required to register for the exam.

While the completion of the ServiceNow Administration Fundamentals course is mandatory, additional experience is recommended to enhance the likelihood of success in the exam. ServiceNow suggests that candidates have industry experience with database concepts and system management, familiarity with IT help desk processes, and at least three to six months of experience using or maintaining a ServiceNow instance.

Exam Content and Domains

The CSA certification exam evaluates candidates across several key domains, each encompassing specific topics and subtopics. The domains and their respective weightings are as follows:

1. User Interface & Navigation (20%)

This domain assesses the candidate's ability to navigate the ServiceNow platform effectively. Topics include:

• ServiceNow Overview
  
  

• Lists and Filters
  
  

• Forms and Templates
  
  

• Branding
  
  

2. Collaboration (20%)

This domain evaluates the candidate's understanding of collaboration tools within ServiceNow. Topics include:

• User Administration
  
  

• Task Management
  
  

• Notifications
  
  

• Reporting
  
  

3. Database Administration (30%)

This domain focuses on the candidate's knowledge of database management within ServiceNow. Topics include:

• Data Schema
  
  

• CMDB (Configuration Management Database)
  
  

• Application/Access Control
  
  

• Import Sets
  
  

4. Self-Service & Process Automation (20%)

This domain examines the candidate's ability to configure self-service options and automate processes. Topics include:

• Knowledge Management
  
  

• Service Catalog
  
  

• Workflows/Flow Designer
  
  

5. Introduction to Development (10%)

This domain assesses the candidate's foundational understanding of development within ServiceNow. Topics include:

• Scripting
  
  

• Migration and Integration
  
  

• Development
  
  

Exam Preparation and Study Resources

To prepare for the CSA certification exam, candidates should utilize official ServiceNow training materials, the ServiceNow product documentation site, Now Platform Administration, and the ServiceNow developer site. It is important to note that study materials posted elsewhere online are not official and should not be used to prepare for the examination.

In addition to completing the ServiceNow Administration Fundamentals course, candidates may find the following resources valuable:

• Candidate Journey Guide: A resource to guide you through the entire certification process.
  
  

• Now Platform Administration: An overview of the ServiceNow platform.
  
  

Hands-on experience and practical application of the concepts learned during training are crucial for success in the exam. Candidates are encouraged to engage with the ServiceNow platform to reinforce their understanding and gain practical experience.

Exam Registration and Voucher Redemption

To register for the CSA certification exam, candidates must create a Webassessor account and link it to their Now Learning account. Upon completion of the ServiceNow Administration Fundamentals course, candidates will receive a non-transferable, non-refundable exam voucher, which is required to register for the exam.

The CSA exam can be taken either online with a proctor or at an authorized testing center. The choice of exam format should be selected during the registration process.

Exam Results and Certification Maintenance

Upon completion of the CSA certification exam, candidates will receive their results indicating whether they have passed or failed. ServiceNow does not disclose the passing score, but it is recommended that candidates aim to answer a majority of the questions correctly to increase the likelihood of success.

There are no recertification requirements for the CSA certification. However, candidates are encouraged to stay updated with the latest developments and features within the ServiceNow platform to maintain and enhance their skills.

Introduction to the Certified Application Developer (CAD) Certification

The Certified Application Developer (CAD) certification is an advanced credential offered by ServiceNow to validate the skills and knowledge required to design, develop, and implement applications on the ServiceNow platform. This certification is designed for professionals who wish to demonstrate their proficiency in creating custom applications that automate business processes and integrate with other systems. Achieving the CAD certification signifies a deep understanding of the ServiceNow platform's capabilities and the ability to leverage them to solve complex business challenges.

Exam Code and Structure

The CAD certification exam is identified by the exam code CAD. The exam consists of approximately 60 multiple-choice and multiple-select questions, which must be completed within a 90-minute timeframe. The questions are designed to assess a candidate's understanding and practical application of ServiceNow application development concepts. The exam is structured to evaluate proficiency across various domains, including application user interface design, application data modeling, application security, business logic and automation, user experience, integration with REST APIs and web services, testing and debugging, and application development lifecycle and deployment.

Prerequisites and Eligibility

To be eligible for the CAD certification exam, candidates are required to complete the following training courses: Scripting in ServiceNow Fundamentals, which provides foundational knowledge of scripting within the ServiceNow platform, covering topics such as JavaScript, GlideRecord, and GlideAjax, and Application Development Fundamentals, which focuses on the principles and practices of application development on the ServiceNow platform, including application scope, tables, forms, and modules. Upon successful completion of these courses, candidates are eligible to obtain a non-transferable, non-refundable exam voucher, which is required to register for the exam. While the completion of these courses is mandatory, additional experience is recommended to enhance the likelihood of success in the exam. ServiceNow suggests that candidates have industry experience with application development concepts and system management, familiarity with IT service management processes, and at least six months of experience developing applications on the ServiceNow platform.

Exam Content and Domains

The CAD certification exam evaluates candidates across several key domains, each encompassing specific topics and subtopics. The first domain, Application User Interface, assesses the candidate's ability to design and implement user interfaces within ServiceNow applications, including creating and configuring forms, lists, modules, implementing UI policies, UI actions, client scripts, and designing and customizing Service Portal widgets. The Application Data Model domain evaluates understanding of data modeling within ServiceNow applications, including defining tables, columns, and relationships, implementing reference fields and choice lists, and configuring dictionary attributes and data policies. The Application Security domain focuses on knowledge of security practices within ServiceNow applications, including implementing access controls and roles, configuring data security and encryption, and managing user authentication and authorization. The Business Logic and Automation domain examines the ability to implement business logic and automation within ServiceNow applications, including creating and configuring business rules, workflows, and flow designers, implementing scheduled jobs and notifications, and utilizing script includes and background scripts. The User Experience domain assesses understanding of user experience principles within ServiceNow applications, including designing intuitive and responsive user interfaces, implementing accessibility features, and customizing themes and branding. The Integration with REST APIs and Web Services domain evaluates the ability to integrate ServiceNow applications with external systems, including configuring REST messages, REST APIs, implementing inbound and outbound integrations, and handling authentication and error handling. The Testing and Debugging domain focuses on proficiency in testing and debugging ServiceNow applications, including writing and executing unit tests, utilizing debugging tools and logs, and implementing error handling and exception management. The Application Development Lifecycle and Deployment domain examines understanding of the application development lifecycle and deployment processes, including managing application versions and updates, implementing source control and change management, and deploying applications across instances and environments.

Exam Preparation and Study Resources

To prepare for the CAD certification exam, candidates should utilize official ServiceNow training materials, the ServiceNow product documentation site, and the ServiceNow developer site. It is important to note that study materials posted elsewhere online are not official and should not be used to prepare for the examination. In addition to completing the required training courses, candidates may find the ServiceNow Developer Site valuable as a comprehensive resource for developers, offering documentation, tools, and community support. The ServiceNow Product Documentation provides detailed information covering all aspects of the platform, including application development. ServiceNow Community Forums allow developers to ask questions, share knowledge, and collaborate with peers. Hands-on experience and practical application of the concepts learned during training are crucial for success in the exam. Candidates are encouraged to engage with the ServiceNow platform to reinforce their understanding and gain practical experience.

Exam Registration and Voucher Redemption

To register for the CAD certification exam, candidates must create a Webassessor account and link it to their Now Learning account. Upon completion of the required training courses, candidates will receive a non-transferable, non-refundable exam voucher, which is required to register for the exam. The CAD exam can be taken either online with a proctor or at an authorized testing center. The choice of exam format should be selected during the registration process.

Exam Results and Certification Maintenance

Upon completion of the CAD certification exam, candidates will receive their results indicating whether they have passed or failed. ServiceNow does not disclose the passing score, but it is recommended that candidates aim to answer a majority of the questions correctly to increase the likelihood of success. There are no recertification requirements for the CAD certification. However, candidates are encouraged to stay updated with the latest developments and features within the ServiceNow platform to maintain and enhance their skills.

Career Opportunities and Benefits

Achieving the CAD certification opens the door to advanced certifications and career opportunities within the ServiceNow ecosystem. Certified application developers are in high demand as organizations seek professionals who can design and implement custom applications to meet their specific business needs. The CAD certification can lead to roles such as ServiceNow Application Developer, ServiceNow Platform Architect, ServiceNow Technical Consultant, ServiceNow Integration Specialist, and ServiceNow Application Manager. In addition to career advancement, the CAD certification demonstrates a commitment to professional development and a deep understanding of the ServiceNow platform, enhancing credibility and marketability in the IT industry.

Introduction to the Certified Implementation Specialist (CIS) Certification

The Certified Implementation Specialist (CIS) certification is a key credential offered by ServiceNow for professionals seeking to demonstrate their expertise in implementing and configuring ServiceNow applications. This certification is aimed at individuals who are responsible for configuring, implementing, and maintaining specific ServiceNow applications to meet organizational requirements. Achieving the CIS certification validates a candidate’s ability to apply ServiceNow best practices, configure workflows, and deliver functional solutions in line with customer needs. The CIS credential is highly regarded within the IT service management community and is recognized as a benchmark for implementation excellence.

Exam Codes and Variants

ServiceNow offers multiple CIS certifications, each focusing on a specific ServiceNow application. Each CIS certification has its own exam code. Some of the most widely recognized CIS certifications include CIS for IT Service Management (CIS-ITSM), CIS for Customer Service Management (CIS-CSM), CIS for Human Resources (CIS-HR), CIS for Security Operations (CIS-SecOps), and CIS for Asset Management (CIS-AM). Each exam is tailored to the particular application, assessing a candidate's ability to configure, implement, and optimize the corresponding ServiceNow functionality. While the core principles of implementation and configuration are consistent across certifications, each exam focuses on the workflows, modules, and processes specific to that application.

Eligibility and Prerequisites

Candidates pursuing CIS certifications are required to complete specialized training courses relevant to the chosen application before taking the exam. For example, individuals pursuing CIS-ITSM certification must complete the IT Service Management Implementation course. Similarly, candidates seeking CIS-CSM certification are required to complete the Customer Service Management Implementation course. These courses provide detailed knowledge of the platform, modules, and best practices necessary to successfully implement the application. ServiceNow recommends that candidates have hands-on experience working with the application they intend to certify in. Experience with configuration, workflow creation, and data management is strongly encouraged. While there are no strict prerequisites beyond the required training, familiarity with the ServiceNow platform and prior administration experience can significantly increase a candidate’s chances of success.

Exam Structure and Content

The CIS certification exams generally consist of 60 multiple-choice and multiple-select questions, which must be completed within a 90-minute timeframe. Each exam is designed to evaluate a candidate’s understanding and practical application of ServiceNow implementation concepts specific to the chosen application.

The exam content covers multiple domains, including application configuration, workflow and automation, data management, reporting and dashboards, best practices, and testing and troubleshooting. The weight of each domain may vary slightly depending on the specific CIS certification, but all emphasize practical knowledge and implementation skills.

Application Configuration

The application configuration domain assesses a candidate's ability to implement and configure ServiceNow modules in alignment with business requirements. Candidates are evaluated on their understanding of tables, forms, lists, and modules, as well as their ability to configure fields, choice lists, and dictionary attributes. They must demonstrate proficiency in configuring application-specific workflows, service catalog items, and knowledge base articles to meet organizational needs.

Workflow and Automation

This domain examines the candidate's ability to automate processes using ServiceNow tools such as Flow Designer, Business Rules, and Workflows. Candidates must demonstrate their ability to design and implement workflows that streamline operational processes, automate routine tasks, and ensure accurate data processing. The exam tests knowledge of conditions, triggers, actions, approvals, notifications, and exception handling to ensure efficient and effective automation.

Data Management

Data management is a critical aspect of the CIS exams. Candidates are assessed on their ability to manage and maintain data integrity within ServiceNow applications. This includes importing, exporting, and transforming data using import sets, data sources, and transform maps. Candidates must also demonstrate their ability to maintain relationships between tables, manage reference fields, and enforce data policies and validation rules.

Reporting and Dashboards

This domain focuses on a candidate's ability to configure reports and dashboards within the application. Candidates must demonstrate an understanding of reporting tools, metrics, performance analytics, and key performance indicators. They must be able to create meaningful visualizations that provide insights into business processes, performance, and operational efficiency. Candidates are also evaluated on their ability to customize dashboards to meet specific organizational needs and provide actionable insights.

Best Practices

Candidates are expected to understand and apply ServiceNow best practices throughout the implementation process. This includes adhering to platform guidelines, following ITIL principles where applicable, maintaining configuration consistency, and ensuring scalable and maintainable solutions. Best practices also encompass knowledge of update sets, versioning, change management, and platform governance to ensure that implementations are reliable and aligned with organizational standards.

Testing and Troubleshooting

The testing and troubleshooting domain assesses a candidate’s ability to identify and resolve issues within the implemented application. Candidates must demonstrate knowledge of debugging techniques, error handling, and problem resolution strategies. They must also understand testing methodologies, including unit testing, functional testing, and user acceptance testing, to ensure that solutions meet functional requirements and operate correctly within the platform.

Exam Preparation and Study Resources

To prepare for CIS certification exams, candidates should utilize official ServiceNow training courses, product documentation, and the ServiceNow developer site. Candidates are encouraged to gain hands-on experience by practicing configurations, workflows, and data management within a ServiceNow instance. Understanding real-world use cases and application-specific scenarios can significantly improve exam readiness.

ServiceNow recommends studying application-specific modules, workflow configurations, best practices, reporting capabilities, and automation tools. Candidates should focus on learning how to design and implement solutions that align with organizational requirements while adhering to ServiceNow standards. Engaging with community forums and discussion groups can provide valuable insights and practical tips from certified professionals who have successfully completed the exams.

Exam Registration and Voucher Process

Candidates can register for the CIS exams through Webassessor after completing the required training courses. Exam vouchers are provided upon successful completion of the training and are non-transferable and non-refundable. The exams can be taken online with a proctor or at an authorized testing center, and candidates should select the format that best suits their preferences and circumstances.

Exam Results and Certification Maintenance

Upon completion of the CIS exam, candidates receive their results indicating whether they have passed or failed. ServiceNow does not disclose the passing score, but candidates should aim to answer a majority of the questions correctly to increase their likelihood of success. CIS certifications are valuable credentials that do not currently require recertification, but it is recommended that certified professionals stay updated with the latest features and best practices to maintain their expertise.

Career Benefits and Opportunities

Achieving a CIS certification demonstrates the ability to implement ServiceNow applications effectively and efficiently. Certified professionals are highly valued by organizations seeking experts capable of delivering tailored solutions that optimize business processes. CIS-certified individuals often assume roles such as ServiceNow Implementation Specialist, Solution Consultant, Technical Consultant, Application Consultant, and IT Service Management Consultant. These roles involve direct interaction with clients, requirement gathering, configuration, testing, deployment, and ongoing support of ServiceNow applications.

The Certified Implementation Specialist (CIS) certification is a vital credential for professionals who implement and configure ServiceNow applications. It validates a candidate’s ability to apply best practices, configure workflows, manage data, automate processes, and deliver solutions that meet business requirements. By completing the required training, gaining hands-on experience, understanding the exam domains, and leveraging official resources, candidates can increase their preparedness and likelihood of success. Achieving a CIS certification enhances career prospects, establishes credibility, and provides opportunities for growth within the ServiceNow ecosystem.

Conclusion

The Certified Application Developer (CAD) certification is a valuable credential for professionals seeking to validate their expertise in developing applications on the ServiceNow platform. By completing the required training, understanding the exam content, and utilizing official study resources, candidates can enhance their preparedness for the exam and increase their chances of success. Achieving the CAD certification signifies a deep understanding of the ServiceNow platform's capabilities and the ability to leverage them to solve complex business challenges, opening the door to advanced certifications and career opportunities within the ServiceNow ecosystem.

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