ServiceNow Official Practice Test CPOA: Certified Platform Owner Associate

The ServiceNow CPOA practice test contains 141 questions and covers the following objectives:

Strategy - 30 questions

• Identify the process that helps an organization protect the technology landscape/environment from outages and improve the visibility of the landscape infrastructure
• Identify the inputs to making a roadmap
• Identify the characteristics of technical governance coding best practices
• Identify the key considerations for user experience for interacting with the platform
• Identify the level of engagement from Project Management Office (PMO) Functions during the Implementation phase
• Identify the platform solution that allows building or supporting successful citizen development on the Platform

Given a scenario:

• about a development strategy, identify the ServiceNow capability that should be used to meet the business needs
• about an organization's needs and implementation strategy, identify the most efficient implementation sequence
• using SDLC for developing in the ServiceNow environment, identify the key benefits
• about a testing need, identify the application(s) that should be used for testing
• about Project Management Office (PMO) Functions, identify the ServiceNow applications that should be recommended to them
• about data, identify the impact of not having a contextual Configuration Management Database (CMDB)
• including a goal, identify the ServiceNow foundational element that will most completely accomplish this goal
• about data strategy, identify the need for the appropriate process
• about security, identify the method that should be used to secure the ServiceNow Platform

People - 22 questions

• Identify the scope of a OCM Community Champion.
• Given an IT and Security department are coming with conflicting applications/tools, identify how the platform owner should resolve the issue.

Given a scenario:

• about a project that needs to be completed, identify the certification that will show an individual is prepared to complete the work
• about organizational change management, identify the steps that should be taken
• identify the factors to consider of a communication plan
• about sponsorship engagement, identify any potential issues that will cause the sponsorship engagement to not be successful, and why
• about engagement, identify the role that would be responsible for resolving an issue
• about an organization and knowledge management, identify how knowledge management should be conducted
• with various named roles in the organization and a task that needs to be completed, identify which role should be responsible for the task
• about a supplier, identify the type of supplier that is needed to solve for the gap in expertise or time
• about ServiceNow partners, identify a need for the partner or how to find the partner information that is needed

Process - 22 questions

• Given a ServiceNow application deployment process per Now Create, identify the next stage in the process that should occur

Given a scenario:

• about a code promotion process, identify the method that should be used
• for a requirement on the platform that needs development, identify where the development should be done
• identify the negative aspects of using the Waterfall approach
• identify the type of Software Development Life Cycle (SDLC) that should be used or the benefits of using the given SDLC

Technology - 33 questions

• Identify the critical components for an upgrade
• Identify the scenario that requires cloning in the ServiceNow environment
• Identify scenarios when exclusions or data preservers are required
• Identify the characteristics of support portal in a ServiceNow environment
• Identify the basic technical characteristics of the ServiceNow Platform Core Service
• Identify the basic technical characteristics of the ServiceNow Platform Now Intelligence
• Identify the basic technical characteristics of the ServiceNow Platform Admin and Configuration
• Identify the basic technical characteristics of the ServiceNow Platform Integration Services
• Identify the basic technical characteristics of the ServiceNow Platform Security and Compliance
• Identify the types of implementation models for ServiceNow

Given a scenario:

• identify the characteristics of testing inside an upgrade cycle in a ServiceNow environment
• identify the characteristics of testing outside an upgrade cycle in a ServiceNow environment
• about an upgrade, identify the improvements the upgrade is going to bring to the platform
• about patches, identify the next step for using the patches in the ServiceNow environment
• that requires using the support portal, identify the steps that are required
• about getting formal documentation from ServiceNow, identify where compliance and regulatory is located or how it can be requested from ServiceNow (TRUST Center, CORE Community, etc.)

Data - 16 questions

• Identify the importance of data as a whole
• Identify the characteristics of foundational and transactional data
• Identify the function of the ServiceNow compliance-related resources
• Identify when reporting or Performance Analytics should be used and why
• Identify examples of value-driven metrics
• Identify the characteristics of the Strategic Planning Workspace (SPW)

Given a scenario:

• about compliance, identify the issues that need to be addressed

ServiceNow Governance - 18 questions

• Identify the artifacts, tools, communication channels, etc. that are used while transacting with ServiceNow licenses/subscriptions.
• Identify the characteristics of different types (fulfiller, user, capacity, etc.) of licensing available for ServiceNow.
• Identify the characteristics of the three levels of governance (Strategic/Executive, Portfolio/Demand, Technical.)

Given a scenario:

• about an organization that needs to build an integration between ServiceNow and a second system used by the organization, identify the options for establishing that integration (e.g., ServiceNow native integration (i.e., Active Directory), Integration Hub, 3rd party provided integration (i.e., one provided as a service, but not by ServiceNow) or building a custom integration)
• where an area of the business wants to begin using the service catalog and request fulfillment capabilities to serve the rest of the business, identify the business licensing implications (business stakeholder license, any integration hub spokes/ transactions, fulfiller, etc.) that should be considered
• identify the KPI (CSAT, etc.) maintained by ServiceNow