From classroom to career: ServiceNow certification transforms student outcomes

When Stephen F. Austin State University (SFA) joined the ServiceNow Academic Partner Program in 2024, the Department of Computer Science faced a familiar challenge: student interns at partner company Provalus, a division of Optomi Professional Services, were spending an entire semester earning ServiceNow certification before they could contribute meaningfully to projects. By embedding ServiceNow curriculum directly into coursework, SFA eliminated this training gap and fundamentally changed student career readiness—with nearly all 19 students in the inaugural class securing internships.

The challenge: Bridging the certification gap

SFA, the newest member of the University of Texas System, serves approximately 10,500 students in East Texas. The Department of Computer Science had established a strong public-private partnership with Provalus, a technology services company that regularly hired SFA interns. But there was a problem: students arrived at internships without ServiceNow skills.

"Traditionally, student interns at Provalus were taking a full semester to earn certification in ServiceNow," explains Matthew A. Beauregard, Ph.D., Associate Dean for Faculty and Administration in the College of Sciences & Mathematics and Professor in the Department of Computer Science. "Without the certification, students were limited in their scope of work within the internship."

The consequences rippled across the program. Students spent valuable internship time in training rather than gaining hands-on experience. Provalus invested significant resources onboarding each intern. And students without Provalus internships had no access to ServiceNow training at all, creating inequitable career preparation.

The department recognized that cloud computing skills—whether AWS, Azure, or ServiceNow—were essential for all computer science graduates. But offering quality instruction in these platforms presented challenges: finding qualified instructors, accessing current curriculum, and ensuring training led to recognized credentials.

The solution: Embedding certification into curriculum

In Summer 2024, SFA launched its first ServiceNow course as part of the computer science curriculum. Rather than treating certification as something students pursued independently, the department integrated ServiceNow University curriculum directly into a credit-bearing course.

The model differs fundamentally from other online platforms. "ServiceNow only allows qualified instructors at the institution to teach the curriculum," notes Dr. Beauregard. "This is different from AWS or Coursera where instruction is done through non-vetted instructors who may not be aligned with our student mission. ServiceNow provides training to instructors and desires partnership with the institution."

The course is offered to students who have completed prerequisite computer science coursework, typically by their sophomore year. Students work through ServiceNow's official curriculum under the guidance of faculty trained and certified by ServiceNow, ensuring quality instruction aligned with university standards.

The intensive, application-driven coursework leads directly to ServiceNow certification in Cloud Computing. For students pursuing Provalus internships, this provides seamless transition into meaningful work. For all other students, it provides equitable access to valuable cloud computing skills and industry-recognized credentials.

Results: Universal internship placement and career readiness

The inaugural class enrolled 19 students in Summer 2024. Of those, 11 earned ServiceNow certification in Cloud Computing—and almost all 19 secured internships.

"Their success is directly correlated with the ability to document an industry certification," Dr. Beauregard observes. The results are hard to argue with: students who complete ServiceNow training gain a clear competitive advantage in the job market.

The impact on Provalus internships was immediate. Previously, interns spent their first semester in training. Now, certified students arrive ready to contribute from day one, expanding their scope of work and accelerating their professional development. Multiple students have transitioned from internships to permanent employment with Provalus.

The time savings matter for both students and employers. "The course has shortened the gap by a semester to onboard an intern working within the ServiceNow environment," explains Dr. Beauregard. "The fact that it is demonstrable skill—certification is obtainable—means employers recognize their time to onboard a new employee is shorter."

But the impact extends beyond immediate placement. Students overwhelmingly support credit-bearing instruction that leads to industry certification. "In student evaluations, there is overwhelming support from students to provide credit and instruction that leads to an industry certification," notes Dr. Beauregard. "This encourages the department to explore other ways of incorporating certifications within curriculum."

A different kind of partnership

What sets ServiceNow apart as an academic partner, according to SFA, is the quality of collaboration. "At ServiceNow you actually get help," Dr. Beauregard emphasizes. "They respond to emails, are willing to get on Teams calls or phone. Their mission is about serving people and not just earning a profit. They want to train the instructor and the student, while augmenting existing frameworks of instruction and certification."

This hands-on support matters for under-resourced regional universities. ServiceNow provides instructor training, curriculum materials, and responsive technical support—enabling institutions like SFA to offer world-class training without massive infrastructure investment.

The department is selective about which certifications it encourages students to pursue. "All certifications are not equal," Dr. Beauregard cautions. "We encourage students to pursue certifications in ServiceNow, and some other technology platforms.”

Looking ahead: Scaling the model

The second cohort begins Summer 2025, and the department is already planning expansion. The Information Technology undergraduate program—currently undergoing a complete overhaul—is identified as a prime target for embedded ServiceNow curriculum.

"The Information Technology program will be overhauled within the next year," explains Dr. Beauregard. "Creating pathways to certification within the curriculum is an important part." Whether ServiceNow becomes required coursework for Computer Science and Computer Information Systems programs remains under discussion, but the department expects it to be required for Information Technology students.

The department's vision extends beyond a single course. As they revisit existing curriculum, they're exploring how to embed additional industry certifications, creating clear pathways from freshman year through graduation. The goal: ensure every graduate has both a degree and demonstrable skills recognized by employers.

A new framework for higher education

SFA's experience with ServiceNow reflects a broader shift in how universities prepare students for technology careers. "Our mission is to serve students who are equipped to meet the needs of a changing world," Dr. Beauregard reflects. "This means developing a new framework for higher education that incorporates certification, industry partnership, and vetted and relevant curriculum."

The model works because it aligns three critical elements: university academic standards, industry-recognized credentials, and employer needs. Students earn college credit toward their degrees while gaining certifications that accelerate their careers. The institution maintains quality control through trained faculty. And employers receive job-ready graduates who require less onboarding.

"A degree plus certification is strong evidence of career readiness," Dr. Beauregard concludes. "A college degree should guide and mentor students into appropriate certifications that complement their coursework."

For regional comprehensive universities serving students in areas like East Texas, this approach offers a clear value proposition: education that translates directly into employment and career advancement. SFA’s experience shows that with the right industry partnership, even smaller institutions can deliver transformative outcomes for their students.