Identify the responsibilities of Center of Excellence and Innovation (CoEI)
Identify the ServiceNow recommended sequence of implementation of the Center of Excellence and Innovation (CoEI) including key outcomes for each stage
Identify the services and options available in the ServiceNow Support Portal
Given a case study: For a department's identified business objectives, identify the ServiceNow Platform capabilities that can assist in accomplishing the objectives
For a department's identified business objectives, identify the KPIs that measure the value/outcomes aligned to the objectives
Identify how to respond to pitfalls and successes
Identify the gaps in Center of Excellence and Innovation (CoEI) components
Given a scenario: Including a request from a department, identify the steps to design a solution to achieve the business objectives
About a product line, identify the data and information that is needed and how it is used
About ServiceNow family or store release, identify how to determine to take the update or skip it
About an end of year freeze, identify what should be considered when determining release dates
About an issue/defect which has emerged on the platform, identify actions to be taken to resolve the issue as quickly as possible
Identify the approach for capturing ideas/requirements which may lead to implementation by project team, operations team, and/or platform team
About new features that have been added to the platform, identify actions to be taken to avoid future issues
Identify the correct SCRUM events/ceremonies
About managing your ServiceNow team's Agile development processes, identify the platform capabilities to employ
Identify the good and bad user experience, customer experience, and employee experience
Identify appropriate oversight and methods of testing.
Identify the dependencies on data for particular processes
Identify the leading security practices (i.e., regulatory/compliance control; implementation; data and encryption)
What would the best practice approach and scope be to ensure the success of a citizen development program
2 People10%
Given a case study: Identify the ServiceNow Platform capabilities that can assist in accomplishing the objectives
Identify the KPIs that measure the value/outcomes aligned to the objectives
Given a scenario: Identify the most likely candidate for a sponsor and the methods to use to engage with the sponsor
Identify best practices for dealing with that type of stakeholder.
Identify the scalable team structure that will serve the organization in supporting the ServiceNow implementation
3 Process10%
Given a scenario: Identify the Agile role that most accurately fits the responsibilities
Identify the code promotion process that follows ServiceNow recommended best practice for code promotion
4 Technology20%
Given a scenario: Identify the implication on platform maintenance requirements
Identify the implications an implementation can have on platform maintenance
Identify the sequence of activities to successfully perform an upgrade
Identify the contents and schedule of patches
Identify how to support the information being gathered
Identify the suitable implementation model (domain separation, single production instance, multiple production instance, on-premises implementation) for the ServiceNow platform
5 Data10%
Given a scenario: Identify the ServiceNow capabilities that allow the requirement to be met while ensuring optimum system performance.
Identify how to govern the data for CMDB or CSDM
6 ServiceNow Governance10%
Given a scenario: Identify how to create ServiceNow governance around a licensing review.
Identify how to ensure technical governance using coding best practices.
Exam Details
Question TypesMultiple Choice, Multiple Select
FormatLinear
Online ProctoringAvailable
ID RequirementsOne valid, government-issued photo ID with full name and photo. Name must match exactly as registered.
RenewalRequired -- Maintain via annual maintenance (delta) exams after each major ServiceNow release and the yearly Certification Maintenance Program (CMP) fee.
Retake PolicyA waiting period applies between attempts; the full exam fee is required for each retake. See the Credentialing Program Guide for details.