My journey to mastery: Obtaining every ServiceNow mainline certification

Embarking on my ServiceNow Certification Journey

Embarking on the journey to complete all ServiceNow Mainline (and Suite!) certifications was driven by a deep desire to become the go-to expert for anything ServiceNow-related. Early on in my career, I found myself in a position where I was tasked with guiding a client through their ServiceNow go-live, and I quickly realized there were gaps in my knowledge—gaps that led me to often say, 'I'll find the answer for you.' While that approach worked, I knew that if I wanted to truly excel and present myself as 'The ServiceNow guy,' I needed to have the answers confidently and instantly.

The idea of simply learning on the job wasn’t enough for me. I wanted to prevent mistakes that occur when best practices are not followed, or when solutions are developed the hard way, often without knowledge that a simpler, out-of-the-box feature was available. The regret of implementing something incorrectly and learning the right way only after taking a course was a lesson I didn’t want to repeat.

This journey has not just been about collecting certifications; it has been about ensuring that my knowledge is as broad and deep as possible. It’s about having the confidence to tackle any ServiceNow module, speak knowledgeably with clients, and never have to second-guess my expertise. I’ve committed myself to this path to become the trusted expert that clients can rely on without hesitation, and to ensure that I’m always a step ahead, ready for whatever challenges come my way.

Achieving these certifications required approximately 530 hours of dedicated study Including 19 Mainline Certifications, Exams and 15 Suite Pathways. Thankfully, I was able to leverage 富士通 's Enterprise Trade Agreement with ServiceNow, which covered around $22,650 in course and exam fees (not including Expert Programs).

Why I chose complete Mainline Certification

My first role on the 'partner side' had me working directly in-house with a client, acting as their ServiceNow expert during their platform's go-live efforts. Very quickly, I found myself fielding investigative questions about modules that I had no prior experience with—modules that were out of scope and not included in the go-live. While I could eventually answer these questions after a quick 'I'll go away and get the answer for you' Googling session, I realized that if I wanted to confidently introduce myself as 'The ServiceNow guy,' I needed to know enough to answer these questions instantly and confidently.

I also didn’t want to wait for projects to come to me and then 'learn on the job.' I had seen too many examples where best practices were not followed, leading to inefficient builds that made simple problems complex. I've also experienced firsthand the regret of implementing a module or feature in my admin years, only to take a course afterward and realize I'd done it wrong. Sometimes, I would build something myself only to learn that it was already available on the platform, and all that was needed was enabling a system property.

Never again! This is why I set out to pursue complete mainline certification—to ensure that I could provide the best possible advice and expertise, avoid unnecessary complications, and truly establish myself as an authority in the ServiceNow ecosystem.

The Ups and Downs of my certification journey

All these mainline certifications have a monetary cost associated with them. Thankfully, through my employment at Fujitsu, I’ve been able to benefit from the Enterprise Trade Agreement (ETA) that they have with ServiceNow. The ETA allows Fujitsu employees to make use of all ServiceNow NowLearning offerings at zero cost to the employee, which also means no approval is required.

Most of the mainline certification pathways have their mandatory content split between a ‘foundation’ and ‘implementation’ course, and within those courses, chapters and modules with timelines for each. This has made time management easy, as each day and week I’d know how much ‘study time’ I have available, and I can allocate my study time appropriately. For example, if I know I’m going to have around 8 hours to study this week, then I can find a Foundation course that fits within that time.

Another plus is that because the platform has shared toolsets across modules, like CMDB, CSDM, Flow, and so on, some of the content starts to blend, especially CMDB and CSDM-related content. I found it common to see CMDB questions across multiple exams, which started to feel like ‘free points’.

A downside I found with some courses is the lab activation and the time limit you are provided with. Because I had to juggle client work and study work together, sometimes I had to put study on pause, and it was common to return to a course and find that my demo lab had expired, and I had no more activations remaining. Thankfully, all the lab activities came with videos of the host completing those activities, so it was not a dead end, but where follow-up labs had a requirement of completing a previous lab, it was a shame to have lost your previous work due to a lab expiry.

Another downside is that some of the mainline exams had some out-of-date questions and answers. From my memory, I recall a question asking which tool you’d use to facilitate approvals, tasks, and other process activities. The options were Workflow, business rules, client rules, and execution plans. ServiceNow’s Flow tool had already been released for a few years and would be today’s answer. Otherwise, I had selected Workflow, knowing that it was the predecessor for Flow. There are also some questions where the topic and answers are not covered in the foundational/implementor courses. Thankfully, due to the broad knowledge I had of the platform, this did not seem to be a big problem for me, but I can understand this would be frustrating for those where this could be one of the first certification exams they were taking.

Advice for aspiring ServiceNow experts

I’ve had numerous people ask me for help with exams. I understand the intent, but I feel that this help can sometimes sound like, 'What are the questions and answers?' Here is my advice for all exams on ServiceNow:

·???????? Complete the course content and take the exam within roughly two weeks of completion: No matter what your experience is on the platform, there’s usually a rogue topic that you might only work on once every few years, or never. Don’t risk forgetting things over time—just get it done while the material is fresh.

·???????? Take the supervised exams from home: When booking exams via Webassessor, if taking the exam from home is an option for you, go for it. The at-home exams can be scheduled nearly immediately, which is a huge plus. If you’re feeling good and confident, do the exam now rather than booking it for tomorrow, when factors like a bad night's sleep or unexpected stress could affect your performance. Just make sure you clear your room and desk of distractions and fulfil any other requirements to avoid issues with the exam proctor.

·???????? Don’t fear exams: I understand why exams can be intimidating. The first few are always daunting, but after the fifth or so, the fear starts to dissipate, and it begins to feel like you’re just completing a quiz. Don’t overstress it. Yes, there is a cost if you fail, but realize that stress itself can cause you to fail.

·???????? Read the questions carefully: Half of the work in choosing the correct answer is simply reading the question properly. Take your time, read the question a few times, and trust your answer. Once you’ve picked your answer, move on—don’t dwell on it.

·???????? Read the participant guides: For most courses, there is a participant guide provided via Inkling, which contains labs, module content, and other information. Exam questions and answers can cover content from these participant guides that wasn't covered in the videos or Now Learning interactive modules. Make sure you go through these guides thoroughly.

Now, let’s talk about the controversial topic of practice exams. I know these 'practice exams' exist—they are essentially attempts to give you the questions and answers for the exams. For the sake of your own career and knowledge, I suggest ensuring you cover and understand the content ServiceNow provides. If you do decide to use these practice exams, do not trust the answers blindly; instead, trust the questions. For every question you’re given, find the answer via official documentation or the course content. The answers in these practice exams can be a gamble, but the questions do reflect the topics tested in the actual exams. Use the questions as a guide to study, rather than just trying to memorize potentially incorrect answers.

How these certifications have transformed my career

Completing these certifications one by one has significantly boosted my confidence across the ServiceNow platform. Now, I can quickly identify what’s good versus bad, recommend the right products to meet a client’s needs, and implement solutions without hesitation. Scoping projects feels less like a 'shot in the dark,' road mapping is more straightforward, and addressing on-the-spot questions has become second nature. The constant stress of 'What if I’m asked XYZ?' is gone, replaced by a sense of assurance and competence.

One of the biggest advantages has been the ability to confidently mentor new professionals in the ecosystem, guiding them toward best practices and encouraging them to pursue their own certification journeys. Leading by example, I now take great pride in mentoring others, especially client administrators, and celebrating their successes when they pass their exams.

The most impactful change has been the removal of anxiety when speaking with clients. Even if I don’t know the answer right away, I can provide an educated response confidently, and I know where to find the exact answer quickly using documentation or other resources. ServiceNow doesn't need to be intimidating anymore, and this confidence makes all the difference in both client interactions and solution development.

Exploring ServiceNow suite certifications

ServiceNow also has a few Suite Certifications on offer where, when you have completed and/or passed several courses and certifications, you get a Suite Certification. Some more widely known examples include ITSM/CSM/HR Professional, and some lesser-known ones such as the CSM Industry Suites.

I’d suggest doing the ‘Professional’ suites immediately after the corresponding mainline certification if you have time, as it gives you that Run/Sprint lens of a roadmap. The CSM Industry suites, such as Public Sector Digital Services & Healthcare Life Sciences, are value add and help if you work with clients in those sectors.

I’ve included information on these suites in the ‘By the Numbers’ section below if you’re interested.

ServiceNow expert programs: My experience

ServiceNow offers several Expert Programs where you cover curated material, week by week, with a cohort of others. There are 4 different options currently, all of which have a mainline certification requirement.

I’ve completed Architecture Excellence (ArchX) and Certified Technical Architect (CTA) thus far and found that having a wider knowledge of the platform’s offerings helps with these programs, particularly CTA, where the case study is a platform requiring a wide range of solutions.

Completing all mainline certifications is not a prerequisite for the expert programs, but I feel having knowledge of ITSM, some of the other ITx offerings, and CSM will give you a leg up on CTA over someone else who does not.

Future learning and career goals

I’m now focusing on some 'generic' IT industry training and certifications, such as ITIL, COBIT, TOGAF, and others, to enhance my soft skills.

Speaking of soft skills, don’t forget how crucial they are. It's great to know your IT tools thoroughly, but there is a clear difference between those with soft skills and those without. If you can't communicate effectively, work well in a team, or lack knowledge of Agile methodologies and architectural processes, you will face significant challenges in your career.

Beyond that, I plan to pursue the Certified Workflow Architect and Certified Master Architect certifications as these opportunities arise.

Final thoughts on my ServiceNow journey

Completing all the ServiceNow certifications has been an incredible journey of learning, perseverance, and growth. The challenges I faced only served to make the accomplishments more rewarding, and I can confidently say that each certification has played a part in shaping me into the professional I am today.

The skills, knowledge, and confidence I've gained have not only elevated my ability to serve clients effectively but also allowed me to contribute meaningfully to the ServiceNow community. More than just certifications, this journey has been about striving for mastery, embracing curiosity, and remaining committed to lifelong learning.

If you're considering embarking on your own certification journey, I wholeheartedly encourage you to go for it. Each step forward is an investment in yourself, your career, and the value you bring to your organization and clients. Lifelong learning is key to thriving in this fast-paced industry, and these certifications are a great way to challenge yourself and grow.

Certification journey by the numbers

Below are just some numbers I found while assessing my journey. I won’t come back to keep these up to date, as I’m sure duration and costs will change over time but do take this as a snapshot for November 2024.

Below is a collection of Mainline Certifications, Suite Certifications, and Expert Programs; the links to those pathways and a rough time commitment and financial requirement each has including course costs & exams (not including resits).

I’ve trimmed the numbers where, if a course is a prerequisite for multiple certifications, then the first pathway which requires that course will consider that time & cost commitment. This way, I have a true ‘total’ for a clean sweep for mainline and suite certifications.

This is also my suggested order of mainline certification if you were to aim to do this yourself. If you have a client/work requirement for a specific module, then please do skip ahead.

Pathway Duration (Hours) Cost (USD)

Mainline Certification

Administrator 21.28 $800

IT Service Management 43.98 $1,950

Application Developer 25.15 $1,300

Customer Service Management 24.68 $950

Field Service Management 20.02 $1,450

Discovery 10.87 $950

Service Mapping 21.32 $1,450

Event Management 8.50 $950

Security Incident Response 17.80 $1,450

Vulnerability Response 13.43 $950

Software Asset Management 11.90 $950

Hardware Asset Management 17.30 $950

Strategic Portfolio Management 18.47 $1,450

Risk and Compliance 41.97 $1,450

Third-party Risk Management 29.10 $1,950

Human Resources 22.10 $1,450

Platform Analytics 38.58 $1,300

Service Provider 6.17 $950

Mainline Totals: Hours 392.62, Cost $22,650

Suite Certifications

Citizen Developer Core Skills Micro 5.72 $0

Application Developer Core Skills Micro 12.30 $0

HR Professional 13.40 $0

ITSM Professional 6.38 $0

CSM Professional 0.00 $0

Telecommunications, Media & Technology Service Management Professional 11.33 $0

Order Management - Telecom, Media & Technology Professional 11.92 $0

Hardware Asset Management with Telecommunications Network Inventory Professional 9.50 $0

Healthcare & Life Sciences Management Professional 17.58 $0

Public Sector Digital Services (PSDS) 12.50 $0

Financial Service Operations (FSO) Banking and Wealth Management Professional 13.82 $0

Financial Service Operations (FSO) Insurance Professional 7.75 $0

Now Assist for IT Service Management Pro Plus 4.97 $0

Now Assist for HR Service Delivery Pro Plus 4.05 $0

Now Assist for CSM Pro Plus 6.75 $0

Suite Totals: Hours 137.97, Cost $0

Mainline + Suite Totals: Hours 530.58, Cost $22,650

Expert Programs

Architecture Excellence (ArchX) 24 $2,500

Certified Workflow Architect (CWA) 48 $4,000

Certified Technical Architect (CTA) 120 $7,000

Certified Master Architect (CMA) 240 $17,000

Expert Program Totals: Hours 432, Cost $30,500

Absolute Totals: Hours 962.58, Cost $53,150