ServiceNow Public

ServiceNow NextGen

Program Overview and

Memorandum of Understanding

Employment Partners

ServiceNow Public
 ServiceNow Public

Program Overview

Executive Summary
The NextGen Professionals Program (hereinafter “NextGen”) is available to enable ServiceNow
partners and customers in the following manner:
• To assist with the addition of new talent to an organization’s ServiceNow practice
• To assist with a consistent pipeline of diverse and under-represented talent sourced
through NextGen’s existing relationships with nonprofits, workforce development
agencies, government agencies, and academic institutions
NextGen boosts partner entry into the ecosystem, allowing them to become self-sustaining.
Programs designed to ramp and reallocate talent are one-time programs that require Director
level approval and will not be held on a reoccurring basis.

The NextGen Mission

NextGen’s core mission is to create meaningful employment for talent traditionally marginalized
from the industry of technology through training and certification. The NextGen Professionals
Program was created in 2019 to address the growing talent shortage in the ServiceNow
ecosystem. We break down traditional barriers of entry into technology, creating opportunity for
those who have traditionally been overlooked.

Approach
People are at the heart of our success. With training and certification, new talent will learn to
master ServiceNow capabilities through real-world instruction. Our training portfolio includes:
• Instructor-Led – Learn from ServiceNow Certified instructors in a hands-on environment.
Courses are offered virtually,at this time
• On-Demand – Explore the ServiceNow portfolio at your own pace with videos, industry-
leading eLearning, live and recorded webinars, and hands-on exercises to accelerate
your learning
• Simulation – on the job training (hereinafter “OJT”) and hackathons are utilized to create
real world simulations and provide practical experience on the platform
• Certification – Build expertise and demonstrate mastery of the platform with industry-
recognized micro, mainline, and suite certifications.
To begin, students may create a free profile on Now Learning, our online learning and
recognition platform. Students may design and follow personalized learning paths while earning
badges and sharing skills across the ServiceNow community and through social networks.
Training modules are subject to change at any time and without notice.

Employment Provider Benefits

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• Expedited onboarding and ramp up time for ServiceNow skills

• Curriculum tailored to employer’s hiring needs (see list of approved classes)
• Opportunity to have positive impact on underrepresented communities
• Create diverse teams reflective of the population serving
• Introduce new talent to the ServiceNow ecosystem

Employment Provider Contributions

• Commitment to hire
• Contribution to the hands-on facilitation and sponsorship of the program in the form of
trainers, teaching assistants, mentors, hackathon judges and prizes, guest speakers and
more
• Commitment to support a repeatable, self-sustaining program
• Commitment to provide candidates to become Certified NextGen Trainers (process
included in this document) to support subsequent programs
• Report success to ServiceNow, including but not limited to, number of students hired,
provide before/after success stories of program graduates, photos, graduate
quotes, etc.

Key Assumptions
Training curriculum is tailored to your business outcomes and based on the following information:
• Number of trainees
• Desired ability of trainees (System Administrator; Implementor; Developer)
• Current technical acumen
• Independent assessment by a NextGen Architect

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© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
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Memorandum of Understanding
Understanding and agreement to the following criteria is critical. Cohorts not meeting or
adhering to these minimum set of standards do not fall under the jurisdiction of NextGen. Any
deviation or failure to meet these minimum standards without prior written approval, shall result
in the immediate termination of NextGen benefits.

NextGen Program Criteria

 NextGen trains entry level talent. NextGen courses and materials, including certification
vouchers, are limited in scope to entry level classes. Partner(s) may select a maximum of
four classes from the following:
ServiceNow Fundamentals
ITSM Fundamentals
ITSM Implementation
Platform Implementation
Scripting in ServiceNow
Application Development Fundamentals
Service Portal Fundamentals
Configuration Management Database Fundamentals
PPM Fundamentals
 NextGen trains individuals new to the ServiceNow ecosystem. Students participating in
NextGen course(s) may not have previously attended ServiceNow training delivered by
NextGen, the ServiceNow training and certification team, or any program provided by an
authorized training partner (hereinafter “ATP”) organization in relation to a preexisting
agreement with ServiceNow. Any individual who holds or previously held a ServiceNow
certification is not eligible for a NextGen program.
 Partners shall be enabled for a first cohort, in an effort to become self-sustaining for
subsequent cohorts. Partners capable of training delivery will be tasked to do so from the
onset of any program. Partners that need to ramp instructors will be provided resources at
the onset of a program. Partners may allow the shadowing of up to three instructors in the
Certified Instructor Program (hereinafter “CIP”). Please see details in the ”Certified NextGen
Trainers” section of this document for more information. Subsequent cohort(s) may be
sourced at the purview of the NextGen team.
 Partners may not charge participants for NextGen training. Charging participants for
NextGen training or certification is prohibited without prior and explicit written approval.
 Partners may not charge outside organizations for NextGen talent. Charging other
organizations for NextGen trained and certified talent, and hence profiting off the NextGen
program, is strictly prohibited without prior and explicit written approval.
 All private NextGen classes must contain a minimum of 12 and a maximum of 16
participants. Where this is not possible for one organization, we encourage partnerships in
order to satisfy the minimum number of 12. Talent will be sourced from under-represented
communities in partnership with the NextGen team.

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© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
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 All classes will be conducted in the English language, unless otherwise discussed. If students
are not fluent in written and spoken English, a translator must be provided by the NextGen
partner organization.
 Resumes of all participants shall be required prior to the start of any program. The NextGen
team reserves the right to reject any participant not meeting the express conditions of the
program.
 In an effort to reduce our environmental impact, ebooks will be issued for all classes two
business days in advance. Exceptions will not be permitted. Individuals may purchase a
single hard copy book for $75 USD + shipping and tax once they are enrolled in a NextGen
program and have received their ebook. No bulk orders will be permitted.

 All student names and emails must be provided a minimum of three business days before the
first class starts to ensure enrollment and ebook delivery. Late additions will not be permitted.

 Any program designated as a veteran program must contain veterans of active duty military
service; current or former members of the national guard or reserves; individuals currently
transitioning from active duty service to civilian life; or a military spouse. Proof of service must
be provided upon request.

Timeline, Professional Expectations, and Resources Staffing

A successful outcome depends on an effective partnership between your organization and the
ServiceNow NextGen team. This partnership ensures that students are invested and engaged in
training. This includes but is not limited to professional expectations such as time commitment,
attention in class, completion of assignments, involvement, participation, and engagement.
In addition, outcomes are dependent on the advice, recommendations, and expectations set
forth in conversations with NextGen staff. Lack of compliance or adherence to the guidelines
established in all written document or conversations will be reason to relinquish support. If
NextGen determines that a partnership is not a fit for any reason, organizations will have the
option of engaging with the commercial training and certification team to meet their talent
resourcing needs.
To ensure your requested start date is available, we recommend requesting resources at least
eight to twelve weeks before the start date of any program, cohort or class.

Participant Literacy, Readiness, and Connectivity

Our partners are responsible for evaluating the IT literacy of all candidates. The minimum
requirements candidates must have are:

• Ability to received and responded to an email

• Ability to post a status on a Facebook, Twitter, or similar social media account
• Ability to purchase an item from Amazon, Ebay or an online store
• Ability to open and read the contents of a Microsoft Excel workbook, or similar
spreadsheet application.

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© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
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In the event that any candidate does not exhibit sufficient IT literacy, partners must implement
learnings for potential candidates to acquire this desired standard prior to the start of their
designated cohort. Failure to do so will result in the rejection of the candidate from the
program.

ServiceNow NextGen candidates require access to technology and the internet for successful
participation in our courses. The minimum IT specification are:

• A laptop or desktop computer;

o mobile phone or tablet is not sufficient for the practical exercises in the course
o computer must support Zoom calls (or the video call application to be used)
o computer must have a supported browser installed (Chrome, Firefox, Edge,
Safari)
o computer must have an application installed to open MS Excel workbooks (MS
Office, LibreOffice, or similar)

• A connection to the internet;

o connection must have sufficient bandwidth to support Zoom calls (or the video
call application to be used)
o (Note: if the connection supports video calls then it will support ServiceNow)

In the event that any candidate does not have access to the required IT, it is the partner’s
responsibility to provide access prior to the start of any course or cohort.

Class Attendance, Participation, and Expectations

Students enrolled in NextGen classes are expected to attend class on time, be present and
engaged, complete all assignments as required, communicate clearly, and ask questions when
needed for the full duration of each class. While NextGen classes are provided without cost,
regular, full-price charges will be issued under the following circumstances:

• Enrolled students do not attend class. Your NextGen Program Manager must be notified,
in writing, if a student will not be in attendance at least three business days prior to the
start of class.
• Enrolled students stop attending class prior to completion. All enrolled students must
attend class during the assigned hours for the duration of the program.
• Unforeseen emergencies (i.e., death in the family or health emergency) may occur that
directly influence a candidate's ability to attend or successfully complete class. We will
consider these situations on a case-by-case basis. Please contact
nextgen@servicenow.com and provide complete information about the emergency,
appropriate documentation, contact information, and which class was or will be missed.

Failure of a student’s ability to attend and complete class will result in a full-price charge per
class missed. Charges will be applied per student in the following manner:
o $2400 for a three day class
o $1700 for a two day class

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© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
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Class prices are subject to change without prior written notice. Partner will pay the current
market rate, per student, for any missed or incomplete class. Student must successfully
complete each class within the full cohort prior to the issuance of exam vouchers.

NextGen Participant Pay Rates

Talent graduating from NextGen programs is required to be paid at or above market rate. We
do not support unpaid internships or programs that do not pay wages at current market value.
An unwillingness or inability to pay NextGen graduates at market rate will result in dismissal from
the NextGen Professionals Program. This includes but is not limited to internships,
apprenticeships, full-time and part-time employment.

NextGen Certified Trainers

The goal of each NextGen Program is to become self-sustaining. The employment partner will
identify individuals from their organization to obtain certification via the ServiceNow Certified
Instructor Program to run subsequent programs.

Here is an overview of the steps required to become certified. Please refer to the CIP Program
Guide for additional detail and requirements.

1. Create account in Partner Portal for the instructor candidate: Responsibility of the Primary
Contact on the Partner Portal account. This allows the instructor candidate to access the
required material to ramp up and for class deliveries once certified. The Partner Portal
account must be created using the Organization credentials. We do not accept
personal accounts (e.g., gmail.com).
2. Create an account in Now Learning: An account in Now Learning allows the CIP team to
register the instructor candidate onto a class and/or enroll the instructor candidate onto
the CIP Workshop
3. Notify CIP of Ramping Instructor: Send an email to your program manager (PM) stating X
instructor will be ramping for X class. Your PM will work with CIP to set them up.
4. Class Attendance: Attend a live training class for the course to be certified on. This must
be on the current or release or the previous one. If ramping on an implementation or
advanced course, the candidate must also attend a live version of the fundamentals
course.
5. Product Certification: Pass any related ServiceNow product certification exam, Delta
exam, or Micro-Certification exam of the course the instructor candidate wishes to be
certified to deliver (if applicable). Ensure your Webassessor account matches the
credentials used for Now Learning and the Partner Portal. If you need to merge
accounts, please submit a case via Now Learning.
6. CIP Workshop: Enroll and complete the eLearning CIP Workshop on Now Learning (3.5
hours)
7. CIP Virtual Assessment: schedule a virtual assessment with the CIP team. Once steps 1-6
are complete, please email cip@servicenow.com to request an appointment for your
virtual assessment.

Important notes:
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© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 ServiceNow Public

• Instructors certified through the NextGen Program may ONLY deliver NextGen classes
• Per the CIP guide, NextGen instructors are required to maintain mainline certifications,
CSAT scores of 9.2 or higher and must deliver one class per course certified to deliver
every 9 months, else their course certification will be suspended
• One instructor candidate may ramp for a maximum of two classes at once

Next Steps
Contact nextgen@servicenow.com to discuss your needs for ramping talent, reallocating talent,
and building a consistent pipeline of diverse of under-represented talent.

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© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.