1 Strategy 21%

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

2 People 16%

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

3 Process 16%

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

4 Technology 23%

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.)

5 Data 11%

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

6 ServiceNow Governance 13%

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

ServiceNow Certified Platform Owner Associate (CPOA) (CPOA) Exam Blueprint