To round out our publicly available certifications, in addition to our Mainline Certifications and Micro-Certifications, ServiceNow also offers what are known as Suite certifications which are aggregated certifications that align to product packages and are automatically granted when the required certification set is completed. ServiceNow offers Suite Certifications in three product areas, IT Service Management, Human Resources, and Customer Service Management. Read on to find out more about the Suite Certifications and requirements to achieve each.
IT Service Management Professional
Becoming IT Service Management Professional certified means you have the resources, knowledge, and experience necessary to create and work records through each of the covered ITSM application lifecycles. You will be able to demonstrate each application lifecycle, from a persona viewpoint, articulate the value and the baseline features of each of the covered ITSM applications and start thinking about the key decisions to be made during the implementation of these ServiceNow ITSM applications.
The ITSM Professional Certification has four requirements:

- CIS-ITSM Mainline Certification
- Predictive Intelligence Micro-Certification
- Virtual Agent Micro-Certification
- Performance Analytics Micro-Certification
Customer Service Professional
Becoming CSM Professional certified means you have the resources, knowledge and experience necessary to knowledgeably use the Customer Service Management application, related applications in the ServiceNow platform, use cases and architecture. You know how to manage core Customer Service data such as Case, Accounts, Contacts, Contact Relationships, Contracts, Entitlements, Assets, and Account Relationships and configure Communication Channels, Service level agreements (SLAs), Matching Rules and Assignment Rules, Agent Workspace, and Advanced Work Assignment. You have proficiency in configuring interactions between customer service management and Now Intelligence applications and managing Reporting and Performance Analytics.
The CSM Professional Suite Certification has four requirements:
- CIS-CSM Mainline Certification
- Predictive Intelligence Micro-Certification
- Virtual Agent Micro-Certification
- Performance Analytics Micro-Certification
Human Resources Professional
Becoming HR Professional certified means you have the resources, knowledge, and experience necessary to configure the HRSD solution and its capabilities. This includes but is not limited to knowing how to configure HR criteria, User criteria, document templates, and HR Profiles. You can define and manage HR Services, Categories, HR Service Catalogs, Catalog Items, and Lifecycle Events. You have knowledge of HR Case Management and HR surveys and know how to drill into results via reporting and dashboards. You are knowledgeable about configuring Predictive Intelligence and HR Virtual Agent conversations.
The HR Professional Suite Certification has three requirements:
- CIS-HR Mainline Certification
- Predictive Intelligence Micro-Certification
- Virtual Agent Micro-Certification
Human Resources Enterprise - RETIRED
What else should I know?
Once you have passed all required exams for each certification, you will automatically attain the Suite Certification and should receive a certificate within 24 hours. You can view your certificate and the status of your certification under the My Certifications tab in Now Learning. Make sure that you keep current with any Delta exams required for Mainline Certifications in order to keep your Suite Certification. Micro-Certifications do not expire.
If during a future release, requirements are added to a Suite Certification, there will be a grace period of 90 days for you to meet these requirements. If you have not met the requirements at that time, your Suite Certification will expire. You can regain your Suite Certification by meeting all of the new requirements.
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