ServiceNow Academic!Training! Partner!! Program!Guide! ·...

ServiceNow Academic Training Partner Program Guide

© 2014 ServiceNow, Inc. All rights reserved.

ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 2

Table of Contents

Introduction ........................................................................................................ 3

Section I: ATP Program ....................................................................................... 3 Program Overview ........................................................................................... 3 Partner Candidate Profile ................................................................................. 3 ATP Program Requirements ............................................................................. 4 Partner Requirements ...................................................................................... 5 General Training Program Requirements .......................................................... 5 Instructor Requirements .................................................................................. 5 Training Facility Requirements ......................................................................... 6 ATP Program Benefits ...................................................................................... 6 ATP Program Fees ............................................................................................ 7

Section II: Application Process ............................................................................ 7 Becoming an ATP ............................................................................................. 7 ServiceNow Review Process ............................................................................. 8 ATP Application Process ................................................................................... 9

Section III: Instructor Certification .................................................................... 10 Requirements -‐ An Overview .......................................................................... 10 Time Expectation ........................................................................................... 10 Costs .............................................................................................................. 11 Instructor Certification Process Flow .............................................................. 12

Section IV: Certification Paths ........................................................................... 13

Section V: Frequently Used Terms .................................................................... 17

Section VI: FAQS ............................................................................................... 18



Introduction Welcome to the ServiceNow Authorized Training Partner (ATP) program. This program guide is designed to explain the goals, benefits, procedures, and details of the ATP program. If after reading this guide, you have additional questions please contact us at [email protected].

Section I: ATP Program Program Overview

As a leading cloud-‐ITSM company, ServiceNow is committed to the success of its customers. The Academic Training Partner program is designed to attract the leading educational institutions in the world to supplement their programs with course materials and certifications around the ServiceNow platform. The ATP program offers the opportunity to feature a broad spectrum of courses that cover the entire ServiceNow platform. ServiceNow relies on the ATP institutions to help integrate applicable courseware into existing programs that will help the company continue to attract talent across the ecosystem for Customers, Partners, and the Company itself. ServiceNow skills are in high demand, and providing a bridge from the university to jobs in a fast growing industry is a win-‐win for everyone. We require strong quality focus, as well as a solid business plan and highly skilled and passionate instructors. Specific entrance criteria and program requirements are defined below. The selection process is a mutual evaluation, and ServiceNow will invest both time and resources to ensure the schools are successful. Partner Candidate Profile

In order to meet the strategy and goals of the ATP program, we have a selection criteria process for candidates. You must have a qualified program around Service Management (ITSM or similar), application development, or other that allows for an easy integration of ServiceNow course curriculum into your existing program. You should consider this authorization if: • Your institution provides training services based on IT Service Management

technologies, or similar • Your institution has a need to expand your current curriculum offerings to a cloud-‐

based solution like ServiceNow • Your institution would like to be recognized for welcoming ServiceNow into your

learning programs by displaying the Academic Training Partner logo



• Your institution would benefit from developing your students towards an enriched job track and a strong career path in Service Management, Cloud, or Application Development

This selection process and candidate profile include: • Market recognition/reputation -‐ Is the ATP candidate a recognized education leader in

ITSM, ITIL, application development, or cloud-‐based solutions? • Market penetration – Is the ATP candidate able to create demand for untapped

students and customers through its own marketing and sales initiatives? • Customer base -‐ What is the customer base, persona, or geography of the ATP

candidate? • Investment/commitment -‐ Is the ATP candidate willing to invest in their instructors?

Does the ATP have infrastructure to support a quality training operation? • Strategic fit -‐ Does the ATP candidate match ServiceNow’ current and/or future needs

in technology/product, geographical areas for recruiting and job placement? The ATP program is geared towards institutions whose education programs focus on building skills and competencies in enterprise IT learning for cloud-‐based solutions. If you are an educational institution interested in partnering with ServiceNow, please contact us at [email protected]. ATP Program Requirements

The ATP Program Requirements are broken down into four requirement areas: • Partner • General Training Program • Instructor • Training Facilities

Working together on these requirements in place ensures us that the students will receive a quality experience from both our ATPs and ServiceNow.



Partner Requirements

ServiceNow is seeking to add ServiceNow Academic Training Partners (ATPs) around the globe. To be considered, partner candidates must meet the following criteria: • Existing IT education programs • ServiceNow recommends the partner employ a minimum of one full-‐time ServiceNow

Certified Instructor (CI). The ATP will be required to update ServiceNow regularly with a list of its current CIs. ServiceNow encourages ATPs to ramp existing faculty to full-‐time instructors, but will allow ATPs to work with freelance CIs (e.g. from commercial ATP instructors) under the following conditions:

• The ATP must register the contract instructor for the specific curriculum they will be teaching

• The contract instructor can only deliver training at an ATP location for the product curriculum that he/she is certified to teach

• Delivery via a training facility that meets the requirements around delivery of ServiceNow Authorized curriculum

• Candidate must be willing to meet all ATP requirements defined below General Training Program Requirements

Leverage the library of ServiceNow Authorized Curriculum and certifications. These materials should integrate into an existing program, and the instructor/faculty are encouraged to build additional exercises, labs, and lessons around the existing materials. In order to maintain your status in good standing as an ATP, you must: • Actively market your institutions’ programs that include ServiceNow curriculum at

your own expense • Maintain properly equipped classrooms including current hardware, software, and

other equipment as outlined in the ATP classroom requirements • Offer only courses on ServiceNow products for which the ATP’s CIs are certified to

teach • Provide each student with a ServiceNow Authorized course book • Provide each student with a ServiceNow training instance • Have a minimum of one ServiceNow Certified Instructor or certified contract

instructor on staff • Provide adequate support staff (student registration and assistance, student materials

management and marketing staff as applicable) Failure to comply with program requirements unless the exception is authorized in writing will result in revocation of Academic Training Partner status. Instructor Requirements

• Those who plan to teach ServiceNow courses must follow the procedures (determined by ServiceNow) to become a ServiceNow Certified Instructor. Each ServiceNow course has its own unique set of requirements. To view these requirements, please see Section III of this handbook.



Training Facility Requirements

A computer must be provided for each student and one for the instructor. The ATP’s training facility must meet the minimum system requirements for each course that is taught. Details on individual course system requirements will be provided upon approval to the ATP program. Basic classroom configuration: • Projector with minimum resolution of 1280 x 1024 • White boards • Web Browser – 2 browsers required, e.g. latest versions of Firefox or Microsoft IE (live

internet connection) • Instructor instance from ServiceNow • Student instance from ServiceNow (one per student required) ATP Program Benefits

ServiceNow supports ATPs with the following benefits: • Access to the ServiceNow Authorized Curriculum including new course releases and

updates for existing courses for which you have instructors certified to teach. The ServiceNow Authorized Curriculum includes instructor guides and supporting slide presentations.

• Access to copies of student training instances for ATP classrooms or onsite training location.*

• A direct contact to ServiceNow through the [email protected] email box. • ATP Instructors receive status as a ServiceNow Certified Instructor (CI); a program that

provides standards for course delivery among the ATP community. CIs receive the exclusive use of the ServiceNow Certified Instructor Logo.

* ATPs will be enabled through our affiliation with Amazon to support their classes with training instances from EC2



ATP Program Fees

For 2014, there are no fees for this program. Program fees may vary from region to region. Any fees associated with the ATP program would typically be from the following: • Curriculum license per course manual • Amazon EC2 instances for class (each student is required to have their own instance

for training) To find out what the fees are for your region, please contact [email protected].

Section II: Application Process Becoming an ATP

Follow the steps below to become a ServiceNow Academic Training Partner: • Understand the ATP program requirements and review the ATP Program Guide. • Have an academic program around ITSM, Application Development or track that

supports the inclusion or integration of existing ServiceNow Authorized Curriculum • Complete an application form available on from ServiceNow (contact

[email protected]). • ServiceNow will contact the applicant with approval/denial to move forward within 2-‐

3 weeks of receipt of the application. • If approved to move forward, the ATP will sign a joint Agreement with ServiceNow

that authorizes the candidate to conduct specified ServiceNow courses. • The ATP’s instructor candidate(s) will complete an Instructor Qualification form and

begin the process of certifying to teach ServiceNow courses. • The ATP candidate will pay the annual program fee (if applicable). Upon receipt, the

candidate will receive the information necessary to order books and training instances for use in their training classes.

• The ATP applicant is now a ServiceNow Academic Training Partner.

Instances and books will be available for order through our online portals, with assistance from the ServiceNow Training Coordinator team. If the ATP candidate is not approved, the applicant is welcome to re-‐apply in six months.

ServiceNow Review Process

Upon receipt of the application, the Training team will base partner acceptance on the following criteria. • The need for an academic training partner in the region. (The need for training is

determined by the ServiceNow Training Team. This determination is based on a number of parameters, including but not limited to active academic training partners in that region.)

• The fit for ServiceNow into an existing or proposed academic or education offering from the institution.

• Whether or not the training facility (as applicable) meets the requirements for supporting the delivery of ServiceNow Authorized curriculum.



ATP Application Process

Apply via [email protected]

ServiceNow Team Reviews Academic

Program

If Approved to move forward

ATP Handbook

Read the ATP Program Guide

Complete Instructor Qualification form and send

instructor candidate(s) through certification process for your

authorized courses

Deliver course(s) for which you are authorized

Legal Agreement

Sign and Submit Legal Agreement



Section III: Instructor Certification This section details the process for becoming a ServiceNow Certified Instructor (CI). Assessment In order to become a CI, there are three areas evaluated: • Knowledge of product / skill / methodology / language • Knowledge of course materials • Training skills Each course in each curriculum has a base set of requirements in these areas, as outlined in this document. Requirements -‐ An Overview

In order to first become a ServiceNow Certified Instructor in the ServiceNow Academic Training Program, you must perform the following steps: • Obtain, review and meet our instructor profile criteria for the course you wish to certify,

including minimum hands-‐on product knowledge requirements. • Fill out an Instructor Qualification form and submit it to the Training Partner Team (contact

[email protected]) for review. • Attend the course for which you seek authorization. Send the date of the class and the

location name to (contact [email protected]). • Pass any related ServiceNow Certified Professional exam for the courseware subject matter. • Note: You must attend the most current course from an instructor’s perspective: Objective

of this step is to observe the way the class is meant to be presented, to see what types of issues arise, and to hear the questions that may be asked.

Time Expectation

The approximate amount of time between identifying a new possible instructor candidate and getting them certified is 1-‐3 months depending on existing knowledge and experience. This is with the expectation that the candidate has:

• Demonstrated solid technical skills in the area of the curriculum. • Demonstrated effective training skills. • Adequately prepared with the course materials.

If a candidate does not meet all of the prerequisites outlined above, the Instructor Certification process may take longer.



Costs

There may be costs associated with instructor certification. These costs include, but may not be limited to the following: • Cost of sending the instructor candidate to a class (to prep, and to co-‐teach as applicable) –

unless your partnership has a certified instructor that can present to the candidate in a classroom setting

• Cost of professional exam(s) required for certification • Cost for time to prepare – we strongly recommend at least 2 days of preparation time for

each day of course material to be presented

• Travel costs incurred to commute to a certification location



Instructor Certification Process Flow

New Instructor/New Curriculum

Receive Instructor

Qualification

Pre-‐Qualification Assessment email (Training Team)

Send preparation resources to candidate

Schedule Certification

Send Welcome Letter and instructor access to materials

Pass

Candidate attends current course

Candidate passes Applicable exam

Candidate Preps w/ Materials:

Student guide, IG, slides, etc

Outcome?

Work with Training Coordinators for instances and

materials



Section IV: Certification Paths

System Administration

Product Experience: All candidates must have more than six months of experience with the implementation, configuration, and customization of form-‐based applications in ServiceNow.

Training Experience: All candidates should have six months experience training groups of people with hands-‐on courses in a computer-‐related field. Substitute experience will be the attendance of a train-‐the-‐trainer course prior to certification or valid CTT+/IITT certificate.

Industry Experience: All candidates should possess the following knowledge areas:

• ITSM Experience i.e. Incident Management, Change Management, Configuration Management • Basic to module understanding of JavaScript • Basic knowledge of ITIL processes; Foundations v3 certification preferred • Basic understanding of enterprise IT architecture

• Certified System Administration exam

Scripting in ServiceNow®

Product Experience: All candidates must have more than six months of experience with the implementation and deployment of ServiceNow, approximately three deployments. Candidates must have extended or modified the functionality of ServiceNow using scripts. In addition, candidates must have passed the ServiceNow Certified System Administrator exam and have six months of successful ServiceNow System Administration training. Successful training is measured by having an average instructor rating of 8.2 or higher on a 10.0 scale.



• Client-‐ and server-‐side experience scripting in ServiceNow including Client Scripts and UI Policies as well as Business Rules, Scheduled Jobs, Script Includes, and other server-‐side scripts

• Must have solid object oriented programming skills • Working knowledge of relational databases



Advanced System Administration

Product Experience: All candidates must have more than one-‐year experience with the implementation of ServiceNow, a minimum of two end-‐to-‐end implementations of ServiceNow. In addition, candidates must have passed the ServiceNow Certified System Administrator exam and have six months of successful ServiceNow System Administration training.



• ITSM Experience i.e. Incident Management, Change Management, Configuration Management • Basic to module understanding of JavaScript; must have attended our Scripting in ServiceNow®

course • Basic knowledge of ITIL processes; Foundations v3 certification preferred • Basic understanding of enterprise IT architecture

ServiceNow Discovery

Product Experience: All candidates must have more than six months of experience in ServiceNow, preferably having conducted a ServiceNow Discovery implementation. In addition, candidates must have passed the ServiceNow Certified System Administrator exam and have six months of successful ServiceNow System Administration training. Successful training is measured by having an average instructor rating of 8.2 or higher on a 10.0 scale.



• At least 1 year networking experience • Working knowledge of networking protocols such as SNMP, WMI, SSH • PowerShell and JavaScript skills are recommended • Cisco CCNA and/or Microsoft MCSE certifications are recommended • Client side scripting experience, server side scripting preferred • Working knowledge of relational databases

ServiceNow Orchestration

Product Experience: All candidates must have more than six months of experience in ServiceNow, preferably having conducted a ServiceNow Orchestration implementation. In addition, candidates must have passed the ServiceNow Certified System Administrator exam and have six months of successful ServiceNow System Administration training. Successful training is measured by having an average instructor rating of 8.2 or higher on a 10.0 scale.



• At least 1 year automation experience • At least 1 year experience with building workflows in ServiceNow • Must have attended Scripting in ServiceNow • Working knowledge of Active Directory and VMWare Provisioning

Asset Management

Product Experience: All candidates must have more than six months experience in ServiceNow, preferably having conducted a ServiceNow Asset Management implementation. In addition, candidates must have passed the ServiceNow Certified System Administrator exam and have six months of successful ServiceNow System Administration training. Successful training is measured by having an average instructor rating of 8.2 or higher on a 10.0 scale.



• ITSM Experience i.e. Incident Management, Change Management, Configuration Management

• Basic knowledge of ITIL processes; Foundations v3 certification preferred • Basic understanding of enterprise IT architecture

Application Creation in ServiceNow®

Product Experience: All candidates must have more than one year of experience creating applications on the ServiceNow platform. Candidates must be proficient at application design considerations, administration, and scripting. In addition, candidates must have passed the ServiceNow Certified System Administrator exam and have six months of successful ServiceNow System Administration training. Successful training is measured by having an average instructor rating of 8.2 or higher on a 10.0 scale.



• Experience designing and implementing ServiceNow applications • Client-‐ and server-‐side experience scripting in ServiceNow including Client Scripts and UI

Policies as well as Business Rules, Scheduled Jobs, Script Includes, and other server-‐side scripts

• Must have solid object oriented programming skills • Working knowledge of relational databases

Domain Separation

Product Experience: All candidates must have more than six months of administration experience in ServiceNow, preferably having conducted a ServiceNow Managed Service Provider (MSP) implementation using StartNow or other project methodology. In addition, candidates must have passed the ServiceNow Certified System Administrator exam and have six months of successful ServiceNow System Administration training. Successful training is measured by having an average instructor rating of 8.2 or higher on a 10.0 scale.



• At least 6 months experience on an MSP global admin team crafting solutions to use the resources within an MSP instance

• Familiarity with the concepts of data separation, process separation, and visibility for determining the needed scope of system elements

• Ability to work with domain-‐separated system elements and non-‐domain-‐separated system elements within a domain-‐separated instance

• Awareness and experience with global enterprise issues including reporting, language settings, and time zone precedence

• Experience with on-‐boarding a new organization within an MSP instance • Experience with creating a new domain within a domain-‐separated instance • Advantages and disadvantages of using client-‐side and server-‐side scripting • Working knowledge of ServiceNow Contextual Security



Section V: Frequently Used Terms This is a list of terms used in the ATP documentation. Certification Test: A professional exam (online or at a testing center) required as a step in the instructor certification process. Certification Path: The steps needed to become a ServiceNow Certified Instructor. Every step must be completed successfully to complete the instructor certification process. Course Evaluation System: An online evaluation form. Each student must complete an evaluation of the course at the end of a ServiceNow Authorized Training class. The evaluation form is made up of three parts: the course book, the location, and the instructor. ServiceNow requires each certified instructor maintain an 8.2 (out of 10) overall rating in the Course Evaluation System. Instructor Profile: The recommended level experience for candidates seeking instructor certification. Candidates should meet experience requirements in technical and training areas. The Instructor Profiles are listed as a part of the Instructor Qualification form. Instructor Qualification (IQ): A questionnaire each candidate needs to fill out and submit to [email protected] to begin the Instructor Certification process. Instructor Questionnaire. Each candidate is evaluated on the following skills to determine their readiness to move forward for in the instructor certification process: • Experience with the software he/she intends to teach • Training delivery experience • ITSM/ITIL experience • Recommendations will be made for next steps to each candidate based on their Instructor Qualification form.

Overall Rating: The score (rating) an instructor earns at the end of a training class. Overall refers to the whole-‐ containing the score for course book, location, and instructor portion of the evaluation form. We believe the instructor should add value to the course materials and compensate for any deficiencies in the course materials. Review Team: The individual or group of individuals managing the stand-‐up certifications. The review team may be one or more members of ServiceNow’s Training team or a Master Instructor. Train the trainer: participants are required to review a TTT video reviewing the architecture and methodology of the curriculum for the course they are certifying to teach.

Section VI: FAQS • How do I order materials Once approved as an ATP, our Training Coordinator team will assist you with ordering the curriculum for the courses you are authorized to deliver.

• What are the shipping times and costs For the most part, our Academic Program requires the use of our ebook technology to maximize efficiency and minimize cost. If books need to be printed and shipped, our printing vendor has distribution facilities in Eastern Canada, UK and Singapore. Every attempt will be made to print/ship materials from the nearest location. Materials are usually shipped out within 24 hours of the order, however may be impacted by regional holidays.

• Do I need to order materials for instructors ServiceNow will provide you with either one (1) ebook or printed copy of the materials for which you are certified.

• Do I need to order training instances for both the Admin and Scripting courses? Do I need instances for both students and the instructors

The instances are spun up by a ServiceNow Training Coordinator through our agreement with Amazon and the training instances we have on EC2. ServiceNow has built the training instance to include the necessary data for all training courses into a single instance. Each student is required to have their own instance for each of our classes. • What are the lead times on training instance provisions We recommend provisioning the instances for a class at least 24 hours prior to the course, and leaving them on as a benefit to the students for at least 24 hours after the course ends. • How do my instructors get started with the correct instructor materials, to help them prepare for each course? ServiceNow has a shared folder for instructors to access the powerpoint slides and Instructor Guide for each of our courses. There is also a series of webinars from past train-‐the-‐trainer updates discussing the course architecture, flow, labs and other useful information to help you prepare to deliver the course.



• How will we be made aware updates to course materials and will reassessment and

authorization be necessary for each release? The training team will notify the personnel noted on the application form and all instructors who are current in their certification of new releases and necessary updates to the certification exams as appropriate. Maintenance exams may be required as part of a requirement for instructors to maintain knowledge on current releases. • Is there a formal release schedule for training materials? Our materials are primarily mapped to product releases although early stage revisions and modifications to the materials are likely to happen more frequently to classes that are less mature and we feel could continue to be improved based on customer and partner instructor feedback.

ServiceNow Academic!Training! Partner!! Program!Guide! ·...

Documents

Transcript of ServiceNow Academic!Training! Partner!! Program!Guide! ·...