20240112_284_ClubServicenow.pdf

2024-01-12
ServiceNow Club
#284

Releases
Quebec
Rome
Madrid
New
York
Orlando
Paris
San
Diego
London
Jan
2018
March
2019
Sep
2019
Mar
ch
202
0
Sep
2020
March
2021
Sep
2021
March
2022
Tokyo
August
2022
Utah
February
2023
Vancouver
Q3
2023
Washington
Q1
2024
Xanadu
Q3
2024
Yokohama
Q1
2025
Zurich
Q3
2025

© 2023 NTT DATA, Inc. 6
Rome
2021 Q3
Tokyo
2022 Q3
San Diego
2022 Q1
Utah
2023 Q1
Vancouver
2023 Q3
Washington
2024 Q1
Current
release
Xanadu
2024 Q3
Yokohama
2025 Q1
Zurich
2025 Q3
Establish
priorities
Survey
trends
Define
solutions
Develop
products
Deliver
experiences
Strategy
Continuing Innovation: 2 New major releases per year + Store updates

Bill McDermott
CEO
2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022
2004
Cloud Ops
Service Mapping
HR Employee
Asset
IT Security
Software Asset Mgmt
Vendor Mgmt
Business Continuity Mgmt
Integration Hub
Virtual Agent
Mobile
Machine Learning
Customer Service
Vaccine Admin Mgmt
Safe Workplace
Workplace Service Delivery
AI Ops
Hardware Asset Mgmt
App Engine
ITBM
ITOM
ITSM
Platform &
Ticketing
Fred Luddy
Founder/CEO
Frank Slootman
CEO
John Donahoe
CEO
2019
Prior to
2016
Berlin
Eureka
Aspen
Calgary
Dublin
Fuji
Geneva
Jakarta
Helsinki
Istanbul
Kingston
London
Madrid
New York
Orlando
Paris
Summer
2011
Winter
2011
Spring
2010
Fall
2009
Spring
2009
Winter
2009
Summer
2008
Vancouver
Washington
Cloud Insights
GRC
Business
Continuity Mgmt
Quebec
Rome
2020
Workplace
Service Delivery
Enterprise
AI
RPA
Workplace
mapping
2017
Virtual
Agent
Mobile
Multi-language
NLU
Human Centered
Design
Performance
Analytics
CMDB Data Mgmt
Config
Data Mgmt
Large-scale
Data Mgmt
ML Platform
NLU
English
AI-based
Search
AI
Ops
Natural Language
Query
2021
2018
DevOps
2016
Cloud Provisioning
ITAPP
2022
Skills
mapping
2023
Establish
priorities
Survey
trends
Define
solutions
Develop
products
Deliver
experiences
Strategy
Tokyo
Utah
San Diego

Learning
• NowLearning
• Developer
• Community
• Udemy
• YouTube
• Linkedin
• Twitter
• HighSpot

Plano
RESPONSABILIDADES
Esclarecer e apoiar os talentos com dúvidas e orientações sobre formação
Atuar como ponto focal de sua equipe junto ao time de treinamento
Manter a lista de formações atualizada
Informar o time de treinamento sobre alterações no planejamento das formações
Informar o time de treinamento sobre possíveis riscos identificados que possam impactar o planejamento das formações
Incentivar compartilhamento interno de conhecimento obtido nas formações
Incentivar os profissionais a avaliarem o treinamento, pois estas informações geram insumos para o processo de melhoria
contínua
BOAS PRÁTICAS
Explicar aos profissionais o objetivo principal do treinamento de forma que cada participante entenda o propósito e a
importância de sua participação na formação
Manter alinhamento das formações à trajetória de carreira e ao plano de desenvolvimento dos profissionais
Apoiar a liderança em garantir antecipadamente disponibilidade dos profissionais envolvidos nos treinamentos (negociar
com clientes, gerentes...)
Alinhar antecipadamente com os envolvidos a agenda planejada
Acompanhar os indicadores de participação junto com o time de treinamento

Plano
Revisão do
plano
Aprovação Envio
Última semana do mês anterior
PLANO FORMATIVO (Exemplo BIMESTRAL – MESES 1 e 2)
Última semana do mês 3
Novo ciclo de
revisão do próximo
bimestre
(meses 3 e 4...)
Guardiões
de
treinamento
Formação
Encontro dos
guardiões
Encontro dos
guardiões
Última semana do mês 1
Apresentação
no comitê
executivo
Envio do
relatório
mensal de
realizações
Apresentação
no comitê
executivo
Envio do
relatório
mensal de
realizações

Estes são os pontos-chave que devem ser definidos no plano de formação, de forma a assegurar a maior eficácia do mesmo:
Notas:
1. Dependendo da disponibilidade do formando, o calendário da formação deverá ser ajustado;
2. As necessidades formativas são diferentes consoante o público-alvo, sendo fundamental adaptar as formações adequadamente.
1 2 3 4
Plano de
formação
Temáticas de formação:
• Identificar as
necessidades
formativas;
• Escolher as temáticas,
com base nas
necessidades
identificadas.
Duração:
• Definir o número de
horas para cada
temática;
• Definir a duração e o
número de sessões de
formação.
Materiais de suporte:
• Selecionar os tipos de
materiais de apoio que
melhor se adequam,
tanto ao público-alvo
como às temáticas de
formação.
Público-alvo:
• Definir os destinatários
da formação.
Pilares de formação

Career Journeys
https://nowlearning.servicenow.com/lxp/en/pages/career-journey?id=journey
BEGINNING USD
AVERAGE
SALARY*$102,500
BEGINNING USD
AVERAGE
SALARY*$115,200
BEGINNING USD
AVERAGE
SALARY*$112,500
BEGINNING USD
AVERAGE
SALARY*$94,700
BEGINNING USD
AVERAGE
SALARY*$155,000

Associate System Administrator
Associate System Administrator
The Associate System Administrator level is designed for those who have typically 0 to 3 years of
experience with ServiceNow.
The Associate System Administrator level will focus on:
•Completing introductory ServiceNow System Administration coursework
•Earning the Welcome to ServiceNow Micro-Certification and preparing for the Certified System
Administrator Mainline exam
•Joining the ServiceNow community and using the ServiceNow docs and developer sites
•Assisting with Incident Management and common instance management and administration tasks
https://nowlearning.servicenow.com/lxp/en/pages/journey-
overview?id=journey_overview&journey_id=55f79b4a1b96
add013f9a6c1b24bcb30
5 Days 12 mins

Professional System Administrator
The Professional System Administrator level is designed for those who have typically 3 to 5 years of
experience with ServiceNow and have completed the Welcome to ServiceNow Micro-Certification and
introductory ServiceNow System Administration coursework.
The Professional System Administrator level will focus on:
Broadening your ServiceNow administration technical skills in the areas of Automation, Flow Designer,
Subscription Management, ATF, Upgrades, JavaScript, App Dev and more
Earning the ServiceNow Mainline CSA certification and the Citizen Developer Application Creator Micro-
Certification
Leading instance upgrades, customizations, testing, managing security data, and performance
1 Day 21 hrs 53 mins

Expert System Administrator
The Expert System Administrator level is designed for those who have typically 5 or more years of
experience with ServiceNow and have earned ServiceNow Mainline CSA certification, Citizen Developer
Application Creator Micro-Certification and the Welcome to ServiceNow Micro-Certification.
The Expert System Administrator level will focus on:
Continuing to evolve your ServiceNow technical skills with the following courses: ATF, Flow Designer,
Scripting, Advanced Administration, Upgrade Essentials, and Now Support Administration
Specializing in areas of interest such as GRC, App Dev, HR, SecOps, Finance, Legal, and achieving the
related micro-certification(s)
Mentoring and coaching junior resources in the areas of upgrades, advanced customizations, integrations,
app dev, data and performance management, automation, and process optimization
3 Days 21 hrs 15 mins

Application Developer Career Journey

Application Developer Career
Learners in this level typically have 0 to 1 years of experience
with ServiceNow.
The Associate Application Developer level will focus on:
•Exploring the ServiceNow user interface
•Completing ServiceNow Administration Fundamentals
•Learning JavaScript in the Now Platform
•Learning App Engine Studio for Application Developers
•Becoming a ServiceNow Certified System Administrator (CSA)
•Developing great communication skills
5 Days 12 mins
overview?id=journey_overview&journey_id=cbdb13f91b5aa5d013f9a6c1b24bcb44

Professional Developer Career
Learners in this level typically have 2 to 4 years of experience with ServiceNow and have completed the
Mainline Certified System Administrator (CSA) and the Micro-Certification for Flow Designer.
The Professional Application Developer level will focus on:
Completing Scripting in ServiceNow Fundamentals
Learning Application Development
Getting familiar with Integration Hub
Learning UI Builder
Learning Service Portal Fundamentals
Becoming a ServiceNow Certified Application Developer (CAD)
5 Days 12 mins

Expert Developer Career
Learners in this level typically have 5 to 8 years of experience with ServiceNow and have completed the
CAD, the Integration Hub Micro-Certification, the Application Developer User Interface Creator Micro-
Certification, and the Service Portal Fundamentals Micro-Certification.
The Expert Application Developer level will focus on:
Completing Automated Test Framework Essentials
Completing Source Control Fundamentals
Implementing the Now Platform
Mastering the Service Portal
Exploring Source Control Fundamentals
6 Days 12hrs 23 mins

Associate Implementer
Associate Implementer
Learners in this level typically have 0 to 1 years of experience with ServiceNow and have not
completed any credentials.
The Associate Implementer level will focus on:
•Completing ServiceNow Administration and ITSM Fundamentals
•Identifying foundational Now Platform features
•Exploring ServiceNow community discussion forums and groups
•Learning from experienced Implementation Specialists
•Becoming a ServiceNow Certified System Administrator (CSA)
7 Days 6hrs 47 mins
overview?id=journey_overview&journey_id=5ab1e9591b1e61d013f9a6c1b24bcb1e

Practitioner Implementer
Learners in this level typically have 1 to 3 years of experience with ServiceNow and are a Certified
System Administrator (CSA).
The Practitioner Implementer level will focus on:
•Examining Now Platform architecture
•Implementing the Now Platform
•Exploring extended Now Platform capabilities
•Participating in ServiceNow Community discussion forums and user and industry groups
•Becoming a ServiceNow Certified Implementation Specialist - IT Service Management (CIS -
ITSM)
7 Days 6hrs 47 mins

Professional Implementer
Learners in this level typically have 3 to 5 years of experience with Service now, are a Certified
System Administrator (CSA) and a Certified Implementation Specialist for IT Service Management
(CIS - ITSM).
The Professional Implementer level will focus on:
•Working with CMDB and integration technologies
•Mastering JavaScript skills
•Adopting an architect mindset
•Enhancing the user experience with Service Portal and UI Builder
•Earning an additional ServiceNow Implementation Specialist Certificate

Expert Implementer
Learners in this level typically have 5 or more years of experience with ServiceNow, are a Certified
System Administrator (CSA), a Certified Implementation Specialist in ITSM, and an additional area.
The Expert Implementer level will focus on:
•Mastering ServiceNow application development
•Continuing to build an architect mindset
•Securing the Now Platform
•Streamlining ServiceNow upgrades and testing
•Becoming a ServiceNow Certified Application Developer (CAD) and Performance Analytics
Application Specialist (CAS - PA)

Business Process Analyst Career Journey

Associate Business Process Analyst
The Associate Business Process Analyst level is designed for those new to the role with ServiceNow.
This level includes foundational ServiceNow courses and the power skills a Business Process Analyst
needs to be successful.
The Associate Business Process Analyst level will focus on:
•Completing ServiceNow platform fundamentals
•ServiceNow platform implementation and Now Create
•Power skills for the Business Process Analyst role
•Learning about an application and downloading assets needed to host a workshop
•Community activities and involvement
overview?id=journey_overview&journey_id=9c60d3ce1b9e6dd013f9a6c1b24bcbe4

Practitioner Business Process Analyst
The Practitioner Business Process Analyst level is designed for those with typically 2 to 3 years of
experience as a Business Process Analyst and who have completed foundational ServiceNow
training. This training includes ServiceNow Administration Fundamentals, IT Service Management
Fundamentals, Business Process Consultant (BPC) Best Practices for Implementation, and
ServiceNow Platform Implementation. Candidates may also have achieved the ITIL v4 Foundation
certification.
The Practitioner Business Process Analyst level will focus on:
•Delivery frameworks for technical implementations
•Recommended practices for stakeholder interaction
•How to oversee User Acceptance Testing
•The ServiceNow Configuration Management database and Common Services data model
•Researching the tables, roles, and metadata installed with an application
2 Days 9hrs

Expert Business Process Analyst
The Professional Business Process Analyst level is designed for those with typically 5 or more years of
experience as a Business Process Analyst. Candidates should have a firm understanding of the
ServiceNow platform and, optionally, have achieved the Certified System Administrator credential.
Additionally, they should understand ServiceNow applications and features such as Agile Development
2.0, Automated Test Framework, Common Services Data Model, and the Configuration Management
Database.
The Professional Business Process Analyst level will focus on:
Tips on how to become a subject matter expert
Completing the IT Service Management implementer learning path
Learning the Project Portfolio Management application, roadmap planning, and Innovation Management
Exploring Performance Analytics, key performance indicators and process improvement options
ServiceNow integration and automation options

Technical Project Manager Career Journey

Associate Technical Project Manager
The Associate Technical Project Manager level is designed for those who have typically 0 to 3 years
of experience as a technical project manager working with the ServiceNow platform.
The Associate Technical Project Manager level will focus on:
•Completing ServiceNow Platform Fundamentals
•Completing Project Portfolio Management (PPM)
•Project planning
•Overcoming common obstacles
•Learning from experienced Technical Project Managers
overview?id=journey_overview&journey_id=97ac27f11bdaa5d013f9a6c1b24bcb1e

Practitioner Technical Project Manager
The Practitioner Technical Project Manager level is designed for those who have typically 3 to 10
years of experience as a technical project manager and who have completed fundamental
ServiceNow coursework, including Welcome to ServiceNow, ServiceNow Administration
Fundamentals, and Project Portfolio Management (PPM) Fundamentals. A project management
industry certification is recommended, but not required at this level.
The Practitioner Technical Project Manager level will focus on:
•Agile Development 2.0
•Hybrid project management
•Now Create Methodology
•Building relationships and emotional intelligence
•Learning from experienced Technical Project Managers
9 hrs 01 min

Professional Technical Project Manager
The Professional Technical Project Manager level is designed for those who have typically 10 or
more years of experience as a technical project manager and who possess a strong understanding
of the ServiceNow platform, the Project Portfolio Management (PPM) and Agile Development 2.0
applications, hybrid project management, and the Now Create methodology. A project
management industry certification is recommended, but not required at this level.
The Professional Technical Project Manager level will focus on:
•Strategic Planning Workspace
•Strategic thinking
•Team building
•Influencing others
8hrs 05 mins

Micro-Certification - Welcome to ServiceNow
https://nowlearning.servicenow.com/lxp/en/pages/lxp-
search?id=search&q=Welcome%20to%20ServiceNow&spa=1
https://nowlearning.
servicenow.com/lxp/
en/pages/lxp-
search?id=search&
q=Welcome%20to%
20ServiceNow&spa
=1

What Credential Do You Want To Earn?

Canais
• https://youtube.com.br/@servicenowbr
• https://www.youtube.com/@aoopcloud2346
• https://www.youtube.com/@DesenvolvedorServiceNow
• https://www.youtube.com/@JoatanGeek
• https://www.youtube.com/@jorgeboas
• https://www.youtube.com/@servicenowdicas
• https://www.youtube.com/@felipeservicenow
• https://www.youtube.com/@lylecorp1497
• https://www.youtube.com/@NowProBrasil
• https://www.youtube.com/@nuvolaxBrasil
• https://www.youtube.com/@organizecloudlabs94
• https://www.youtube.com/@podcastservicenow
• https://www.youtube.com/@servicenowtraining9616
• https://www.youtube.com/@viniciuschagasdesenvolvedor
• https://www.youtube.com/@visaogeralservicenow

Playlist vídeos em português
https://www.youtube.com/playlist?list=PLkOVGjPBD2qq9NMLfKZbVrxMcszcOZzbI&jct=qaM3Mw05z_jhgJ7-
ImalAYCl9OlTDg

Udemy
• https://www.udemy.com/course/servicenow-visao-geral/?referralCode=EBABD1D2969BDA8AD135
• https://www.udemy.com/course/aprenda-a-criar-formularios-no-servicenow/
• https://www.udemy.com/course/servicecatalog/?referralCode=497865A2280924C3E9AD
• https://www.udemy.com/course/servicenow-reports/?referralCode=8CAC4C8AEB15D1EEE2B0
• https://www.udemy.com/course/servicenow-dashboards/?referralCode=3A8F3B91EC0AFB81B971
• https://www.udemy.com/course/prevendas-software/?referralCode=0D3A04B6544F27ED80DE
•

20240112_284_ClubServicenow.pdf

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