ServiceNow Authorized Training Partner. Program Guide

Transcription

1 ServiceNow Authorized Training Partner Program Guide

2 ServiceNow Authorized Training Partner Program Guide Table of Contents Introduction... 3 Section I: ATP Program... 3 Program Overview... 3 Partner Candidate Profile... 3 ATP Program Requirements... 4 Partner Requirements... 4 General Training Program Requirements... 5 Instructor Requirements... 5 Training Facility Requirements... 6 ATP Program Benefits... 6 ATP Program Fees... 6 Section II: Application Process... 7 Becoming an ATP... 7 ServiceNow Review Process... 7 ATP Application Process... 8 Section III: Instructor Certification... 9 Requirements - An Overview... 9 Time Expectation Costs Instructor Certification Process Flow Section IV: Certification Paths Curriculum Summary Evaluation Data Master Instructor Program ServiceNow Partner Master Instructor Program (PMI) PMI Curriculum Designations PMI Requirements Conducting PMI Certifications Section V: Frequently Used Terms Section VI: FAQS... 20

3 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 Section I: ATP Program Program Overview As a leading saas- ITSM company, ServiceNow is committed to the success of its customers. The Authorized Training Partner program is designed to attract the most skilled training companies and instructors in the industry. Our goal is to leverage the resources and capabilities of these strategically chosen partners to assist us in training our customers worldwide. The ATP program features a broad spectrum of courses that cover the entire ServiceNow platform. We rely on our Authorized Training Partners to help make ServiceNow products universal by transferring knowledge that will build expertise and capability of our entire ecosystem. 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. 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 become a ServiceNow Partner first. You should consider this additional authorization if: Your organization provides training services based on ServiceNow or other IT Service Management technologies, whether they are delivered in a classroom, at a client site, and/or across the Web. Your organization has a need to bundle in additional services such as training and user certification in order to build a stronger relationship with your customers, and enhance product adoption and customer satisfaction. Your organization would like to be recognized for its ServiceNow expertise by displaying the Authorized Training Partner logo. Your organization would benefit from receiving customer leads from ServiceNow for training opportunities.

4 This selection process and candidate profile include: Market recognition/reputation - Is the ATP candidate a recognized leader in ITSM, ITIL, SaaS, PaaS or the training industry? Market penetration Is the ATP candidate able to penetrate untapped students and customers through its own marketing and sales initiatives? Customer base - What is the customer base of the ATP candidate? Industry, government, professional, etc? Investment/commitment - Is the ATP candidate willing to invest in their instructors? Does the ATP have infrastructure to support a first class training operation? Will the ATP invest in marketing to the customer base? Does the ATP have an existing customer base with which to market education services? Strategic fit - Does the ATP candidate match ServiceNow current and/or future needs in technology and product areas? Will the addition of new ATPs dilute or expand the customer and territory base? The ATP program is geared towards companies whose business focuses on delivering intense multi- day enterprise IT training. 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, and Training Facility (as applicable). Putting these requirements in place ensures us that the customer will receive a quality experience from both ServiceNow and our ATPs. Some ATPs might not have a dedicated training facility. In this case, ServiceNow expects the partner candidate to provide detailed information around the facilities it may use in the case of public training. Partner Requirements ServiceNow is seeking to add ServiceNow Authorized Training Partners (ATPs) around the globe. To be considered, partner candidates must meet the following criteria: Experience with offering IT education services. ServiceNow recommends the partner employ a minimum of one half- to 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 hire full- time instructors, but will allow ATPs to work with freelance CIs under the following conditions: The ATP must register the contract instructor for the specific product 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. Have ongoing access to a training facility that supports delivery of ServiceNow Authorized curriculum. Candidate must be willing to meet all ATP requirements defined below.

5 General Training Program Requirements Use ServiceNow Authorized Curriculum. The ATP cannot offer its own developed or third party developed courseware if the course directly competes with the ServiceNow curriculum. In order to maintain your status in good standing as an ATP, you must: Publish a quality assurance and customer satisfaction policy that meets or exceeds ServiceNow requirements. ATP is responsible for ensuring that customers receive a positive, satisfactory training experience. Compliance will be evaluated against the number of course kits the partner orders. A minimum of a 60% response rate is required. Actively market your training center s ServiceNow classes at your own expense. As applicable, maintain properly equipped and comfortable classrooms including current hardware, software, and other teaching aids as outlined in the ATP classroom requirements. Offer only courses on ServiceNow products for which the ATP s CIs are certified to teach. Update your web site to include ServiceNow training information including ATP branding and course information. Provide each student with a ServiceNow Authorized course book. At the conclusion of every class, request that each student promptly complete a course evaluation using ServiceNow s electronic course evaluation system. A quality rating of 8.2 or greater (on a scale of 1-10) is required for instructors to stay active in the program. Have a minimum of one ServiceNow Certified Instructor on staff. Provide adequate support staff (student registration and assistance, student materials management and marketing staff). If requested, submit an annual business plan outlining a plan to meet the qualitative and quantitative requirements of the ATP program (see Appendix I). Promote ServiceNow classes on the ATP s company web site, in addition to conducting other appropriate marketing and sales efforts. Failure to comply with program requirements will result in revocation of Authorized 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. Instructors must inform each student of the ServiceNow Course Evaluation process. Instructors must maintain a quality rating of 8.2 or greater, using the ServiceNow Course Evaluation system, to stay active in the program.

6 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 - Firefox 7+ or Microsoft IE 8+ (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. 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] 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. Automatic membership to the ServiceNow Partner Program and the benefits** associated with that program. Benefits include, but are not limited to, the following: Subscription to Partner Newsletter Invitation to regional partner meetings and events Inclusion in the Partner Search on ServiceNow website * ATPs will be enabled through our affiliation with Amazon to support their classes with training instances from EC2 ** Partner benefits are subject to change ATP Program Fees Program fees may vary from region to region. There are fees associated with the ATP program: The ATP annual program fee (based on calendar year) Curriculum license Amazon EC2 instances for class (each student is required to have their own instance for training) Cost associated with Instructor Certification (Please see Section III: Instructor Certification) To find out what the fees are for your region or situation, please contact [email protected].

7 Section II: Application Process Becoming an ATP Follow the steps below to become a ServiceNow Authorized Training Partner: Understand the ATP program requirements and review the ATP Program Guide. 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 Authorized Training Partner. 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 a training partner in the region. (The need for training is determined by the ServiceNow Training Team. This determination is based on the number of parameters, including but not limited to active authorized training partners and product sales statistics in that region.) The quality and solidity of the partner s sales and marketing plan to sell ServiceNow training. The partner s experience running an education services business. The instructor candidate s existing teaching, implementation and product expertise. Whether or not the training facility (as applicable) meets the requirements for supporting the delivery of ServiceNow Authorized curriculum.

8 ATP Application Process ATP Handbook ATP Application Read the ATP Program Guide Apply via Application sent to Training Team Approved to move forward Education Team Reviews Application Not Approved Welcome to re- apply in six months Legal Agreement Pay Annual Fee as applicable Sign and Submit Legal Agreement Complete Instructor Qualification form and send instructor candidate(s) through certification process for your authorized courses

9 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 Authorized 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 ([email protected]) for review. Attend the course for which you seek authorization. Send the date of the class and the location name to ([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. Pass a stand up certification or other established step to finalize Instructor Certification. All other requirements are specific to each course and are listed in the following sections. *If your country does not offer the course you seek to certify on, please contact ([email protected]) for alternatives. **As alternatives to stand- up certifications, you can also send in a Flash video of your certification for review or set up a Skype video session with a ServiceNow instructor who will audit your skills. Also accepted for substitute of a stand- up certification is the CompTIA Certified Technical Trainer (CTT+) certification.

10 Time Expectation The average amount of time between identifying a new possible instructor candidate and getting them certified is two (2) months. 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, expect the Instructor Certification process to take longer. Costs There are 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

11 Instructor Certification Process Flow New Instructor/New Curriculum Receive Instructor Qualification Pre- Qualification Assessment (Training Team) Send resources to candidate Candidate attends current course Candidate passes Applicable exam Schedule Certification Candidate Preps w/ Materials: Student guide, IG, slides, etc Pass Outcome? Send Welcome Letter and instructor access to materials Fail Yes Certification criteria 2 out of 3 deficiencies is a fail Training Skills? Recertify and/or TTT Tech Skills? Yes Recertify Courseware knowledge? Yes Recertify and / or co- teach

12 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. 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: 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

13 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. 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; 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. 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: 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

14 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. 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: 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. 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 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.

15 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: 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. 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: 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 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. 15

16 Curriculum Summary This chart summarizes the Instructor Certification path for the ServiceNow Curricula. Course *Stand- up Prior Teaches with 8.2 ratings Industry Certification *As alternatives to stand-up certifications, you can also send in a videotape of your certification for review or obtain CompTIA s Certified Technical Trainer (CTT) certification. Evaluation Data This section of the document outlines how ServiceNow uses and reacts to evaluation data by students in the online course evaluation system at the end of every class. All students must be encouraged (though not required) to evaluate the class using the evaluation system. A minimum compliance of 60% of respondents compared to the number of books ordered by ATP is expected. ServiceNow will use this evaluation data in the following ways: We require instructors to maintain a 8.2 (out of 10) overall rating in the online course evaluation system and maintain this rating for a set of classes in order to move to the next level of courseware (e.g., advanced courseware in the curriculum) In the event of poor evaluations, we study the entire class, as well as groups of related classes to discover trends and weaknesses. (We do not necessarily consider a single student, or even a few students, poor evaluations as indication of an overall problem with instruction.) We contact instructors in the event of identified patterns in order to resolve any issues that may be arising in the classroom. In the event of catastrophic evaluations, we would contact the instructor and suspend their teaching certification in order to identify and fix problems before resuming classroom instruction. In certain circumstances, it may be required that an instructor perform additional tasks in order to maintain their certification credentials. This could include but would not be limited to attending a training skills course, providing a webinar to demonstrate technical understanding, or perform a team teach with a seasoned instructor to provide tips and feedback on instruction 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. 16

17 Master Instructor Program This section of the document outlines alternatives to stand- up certification resources outside of ServiceNow employees on both a regional and within a partnership level. ServiceNow Partner Master Instructor Program (PMI) The goals of the Partner Master Instructor Program are to enable our partners with many instructors to cut the costs for instructor certification through a detailed plan of self- certification, with a trade- off of an expanded time commitment. An ATP may have one Certified Partner Master Instructor, or one for each curriculum. The PMI will be able to put their instructors through a rigorous program for instructor certification with the appropriate communication and approval by ServiceNow. This section outlines how to become a PMI, and how to process and certify instructors within the partnership. PMI Curriculum Designations A partner instructor may become a PMI in one or more of the following curriculum paths: ITSM (System Admin, Advanced, Asset, etc) Application Development (Scripting, App Dev, etc) If a PMI is not proficient in one of these areas, they may team up with a subject matter expert within their organization to conduct stand- up certifications. For instance, if a PMI is a ServiceNow System Administration expert but does not know Scripting in ServiceNow to a sufficient depth, they may still conduct certifications for that curriculum as long as they are teamed up with a SME during the certification. Please refer to each curriculum section for details on which courses are covered in these paths. PMI Requirements In order to become a Partner Master Instructor, please contact [email protected] for more information. Conducting PMI Certifications Once a PMI has been identified and approved by ServiceNow, they may conduct their own instructor certifications for instructor candidates who are employed by the ATP. The process for conducting instructor certifications is outlined in the PMI document 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. 17

18 Section V: Frequently Used Terms This is a list of terms used in the ATP documentation. Bootcamp: A scheduled day for stand- up certifications. Multiple candidates take a turn at presenting part of the course material to a review team to finalize their instructor certifications. This is usually done as a full day event and all candidates are required to attend for the full day. In most cases, participants are required to review a TTT video reviewing the architecture and methodology of the curriculum for the course they are certifying to teach. 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 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. 18

19 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. Stand up Certification: The term used to describe the final step in the Instructor Certification process. An instructor candidate delivers (presents) a unit(s) of a course to a review team. Stand- up certifications will be conducted most commonly in a boot camp setting (with multiple instructors being certified simultaneously). They may also be done on an individual basis or via Skype (face to face may incur an additional cost) 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. 19

20 Section VI: FAQS How do I order materials Once approved as an ATP, information for ordering printed materials from our e- store will be included in your Welcome Letter. What are the shipping times and costs Our printing vendor has distribution facilities in Eastern Canada, UK, Australia, 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. Costs are dependent on the location (such as an onsite class) and the delivery schedule you choose (ground, 2- day, etc) based at time of order. How much do the course materials cost At this time, the course materials for 3 day classes is $300 per manual. The course materials for 2 day classes is $250. Other courses are in development and additional information can be found by contacting [email protected]. Do I need to order materials for instructors ServiceNow does not have an annual program fee, so the ATP is required to order the course materials from their estore account for instructors at the normal pricing. 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 the representative of the ATP, typically the certified instructor. ServiceNow provides the linkage from the ATP EC2 account to the master training instance through our agreement with Amazon and the EC2 program. ServiceNow has built the training instance to include the necessary data for all customer 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 that you provision the instances for a class at least 24 hours prior to the course, and leave them on as a benefit to the training attendees for at least 24 hours after the course ends 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. 20

21 How do I ensure my instructors are working 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 do our customers access the survey at the end of the course? We would like to ensure they do this prior to leaving on the last day of each course. ServiceNow uses Metrics That Matter through our agreement with Knowledge Advisors. Both the instructor and ServiceNow receive the results of that survey mechanism. 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. We expect that instructors will recertify on a maintenance exam annually or possibly bi- annually in the future. 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. I would like to be able to market new training releases and their content to our customers ahead of time? How can I get access to this type of information regularly? We will announce through our own channels as well as the standard ServiceNow marketing channel product and curriculum releases so that you can adequately communicate and market to your customer base and prospects 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. 21