InterviewCRM & Data30 Jun 2025 · 8 min read

What Is ServiceNow University? An Introductory Guide

Discover the possible career paths and certifications available within the ServiceNow University, alongside best practices for enrolling.

Rebekah Brace

What Is ServiceNow University? An Introductory Guide

In 2024, ServiceNow had 1.5 million people apply for roles at the company.

This year, it has opened up thousands more job opportunities, not only to build, market, and sell its solutions, but to educate customers and help them implement new technologies.

Yet, with AI constantly moving the needle, ServiceNow wants to hire employees who are ready to keep pushing it forward, not play catch-up. That’s where ServiceNow University comes in.

Introduced at the company's Knowledge 2025 conference, ServiceNow University builds on the existing educational resources, providing users with a personalized playground for learning.

However, this isn’t just an offering for prospective staff; current employees, customers, and partners can also enroll to boost their ServiceNow skills.

Additionally, it's not the average learning management system (LMS); it’s an intelligent solution that adapts, gives learners tailored experiences, and aligns skills with specific ServiceNow solutions, as outlined below.

What Is ServiceNow University?

Launched at Knowledge 2025, ServiceNow University is a gamified learning system that aims to empower individuals with future-ready skills.

The University replaces Now Learning with a smarter platform, aligned with the company’s vision of the AI-powered future of work.

Free to access for all members of the ServiceNow ecosystem - including prospective employees, actual employees, customers, and partners - the "Learning Experience Platform" offers AI-powered, tailored content delivery.

Indeed, every user gets an AI-powered profile that connects their skills, achievements, and experiences in one place, creating what ServiceNow calls the "University of You".

In building this "University of You", the platform combines:

AI-Personalized Learning Paths: Learners get custom course playlists, with AI tracking progress and recommending next steps. The paths are based on who the user is and where they’re heading in their careers. Business leaders can even create their own learning plans with suggestions from ServiceNow's AI.
A Modular Curriculum: Users can mix and match hundreds of courses, certifications, and expert programs with community, peer-to-peer learning. Plus, teams can build learning strategies for specific roles, like admin, developer, or architect.
Gamification & Engagement: Badges, points, leaderboards... These elements drive momentum. They also nudge learners forward and drive healthy competition, so understanding how new technologies work feels a little less tiresome.

Most importantly, ServiceNow University is designed to support everyone, from internal teams that need a little extra help managing agentic AI or generative AI workflows, to implementation partners.

Why Did ServiceNow Launch a University?

ServiceNow University is more than a toolkit intended to help businesses make the most of the ServiceNow platform. It addresses one of the toughest challenges companies face today: ensuring teams can take full advantage of AI.

According to Jacqui Canney, Chief People and AI Enablement Officer of ServiceNow, businesses today have an opportunity to "unleash a human renaissance" by actively helping people leverage AI innovations.

Consider a recent study by the World Economic Forum. It suggests that agentic AI could automate up to 70 percent of office tasks by 2030, dramatically reimagining what human work looks like today.

ServiceNow aims to lead this technology revolution, and its University helps the people within its ecosystem get ahead of the curve.

Already, many customers who have followed ServiceNow Training and Certifications programs are delivering positive results. An April 2025 independent study by the IDC even found that companies following these programs see an average 536 percent ROI, and 43 percent faster ServiceNow solution deployments. The ServiceNow University aims to fortify these numbers.

Additionally, the ServiceNow University will support the company’s existing RiseUp initiative, built to help underserved and underrepresented communities gain access to better opportunities, knowledge, and cutting-edge tech.

With the ServiceNow University and RiseUp, the company hopes to reach more than three million learners by the end of 2027 and simplify the path to AI adoption for everyone.

The Benefits of ServiceNow University for Businesses

Even the best AI-powered solutions won’t deliver measurable business results if employees don’t know how to use them (or ignore them completely).

Traditional training relies too often on consultants, rigid learning plans, or modules that lose their relevance within weeks of being published.

ServiceNow University flips that model, allowing teams to access a dynamic AI coach and a flexible learning experience that aligns with their needs.

In doing so, ServiceNow hopes business leaders benefit from:

Free, First-Party Training: The free learning environment helps to reduce reliance on third-party training platforms. Although some courses and modules do require learning credits, many are available to access with no upfront investment.
Differentiation: Partners and resellers delivering ServiceNow technologies can learn new skills to differentiate their support. Meanwhile, prospective employees are much more likely to stand out at ServiceNow and within its ecosystem if they have certifications on their resumes.
True Engagement: Fancy training modules mean little if no one finishes them. Gamification and AI-driven personalization uplift engagement. As a result, learners stay in the flow, completion rates climb, and business results appear in adoption metrics and user satisfaction.
Personalization: The approach to education personalization here is what makes ServiceNow University stand out. Employees get recommendations based on their career profiles, and can update those as they move into new roles.

Lastly, with all this educational content, companies investing in ServiceNow may adopt new AI-powered features faster, without creating their own learning materials from scratch.

Career Journeys Powered by ServiceNow University

ServiceNow University supports more than technical training. It maps to real career paths, opening doors to employment.

From early-career analysts to seasoned architects, the paths are structured and scalable.

Additionally, there are resources and intelligent plans available for:

Entry-Level & Career Starters: Perfect for those getting into tech or shifting roles. Users explore platform basics, learn core ServiceNow modules, and prep for their first certifications. Think of someone moving from general IT support to a ServiceNow Admin role. The ServiceNow University makes that jump easier.
Mid-Career Professionals: Mid-level employees can build deep expertise through developer and architect pathways. These programs mix labs, certification prep, and real-world application. Career pivots? They are fully supported. For example, a quality assurance (QA) analyst might reskill to become a platform developer by following the right learning trail.
Business Professionals: Not everyone wants to code. ServiceNow University offers curated content for operations, HR, finance, and customer experience pros. They can automate workflows, understand data insights, and/or manage projects, without becoming technical experts. It’s learning that matches the job.
Executive & Strategic Roles: Executives gain clarity on platform value, digital transformation strategy, and AI roadmap planning. Decision-makers don’t just greenlight tools; they understand how to use them.
Partners and Resellers: Consultancies and tech partners must align with ServiceNow’s latest capabilities. With ServiceNow University, they can do that, staying competitive, informed, and valuable to their target audience.

Best Practices for Using ServiceNow University

Rolling out a training platform is one thing. Getting people to use it and connect it to actual results is another. That’s where a few smart moves make all the difference.

Here are some quick best-practice tips for getting started.

Make Training Part of the Flow of Work

Training needs to show up where the work happens. Teams that build ServiceNow University into onboarding plans, quarterly OKRs, or promotion pathways will likely see better results.

Do not just assign courses; embed learning into each role’s rhythm.

A new hire? Give them a five-course starter pack. A senior analyst? Line up certification modules aligned to their automation goals. Even better, link completions to actual deliverables.

Here's another idea: use Slack or Teams to create a "badge shoutout" channel. Public recognition builds momentum.

Start with Focused, Role-Based Paths

Too many options create decision fatigue. Even with AI guiding the way, some users can feel overwhelmed.

So, narrow the choices. Offer three to five role-based tracks per function. Managers can handpick the ones that match job goals.

Use internal wikis or dashboards to show "Top 5 Learning Paths for Customer Success Managers" or "Certifications to Consider After Admin Level 1."

When people see relevance, they engage.

Use Certifications as Milestones

ServiceNow certifications are valuable career signals. They show managers what someone can do and give employees a clear sense of progress.

As such, consider adding certifications to personal development plans. When someone earns one, highlight it in team meetings or newsletters.

Some companies even tie certifications to bonuses or internal promotions. That turns learning into currency and can help encourage ongoing adoption.

Track Progress and Act on It

ServiceNow University comes with dashboards for a reason. Use them. See who’s finishing what. Notice who’s stuck halfway, and watch trends in module drop-offs.

When someone stalls, don’t nudge with a generic email. Ask a manager to check in. Is the content off-track? Is the format not working? Real-time insights turn learning data into talent strategy.

Try to get real, genuine feedback from learners, and act on it.

Designate Learning Champions

Adoption isn’t automatic. People don’t always raise their hands to start. That’s why teams benefit from learning champions, like team leads, peer influencers, or newbies who are eager to explore.

Champions help normalize the behavior. They share progress, talk about favorite modules, and answer questions. When learning feels social, more people get involved.

Validate Skills with Application

Finishing a course doesn’t always mean someone can apply it. That’s where light challenges help. Set mini-missions:

Apply a new script from a module to an internal dashboard.
Use a voice analytics tool on a real support ticket flow.
Share a short Loom video walking through a new feature.

Skill validation moves learning from theory to utility.

Remember to use the reporting tools inside of ServiceNow University for insights into how these courses are paying off. Share them with team members and stakeholders regularly.

Get Started with the ServiceNow University

Whether it's AI, data management, business workflows... enterprise technology is evolving fast. Companies need people who can navigate this landscape with confidence. ServiceNow University gives them that edge.

Combining personalization with AI, automation, and valuable insights, this comprehensive solution empowers teams to build the workforce of tomorrow at scale, without leaning on generic learning modules.

From entry-level learners to seasoned architects, ServiceNow University aims to support prospective employees, customers, and partners.

Time to upskill? Visit ServiceNow to get started with some of the free courses today.

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