Multiple Choice Questions about CMDB and CSDM

Multiple Choice (single answer)

1. What is the primary function of the Configuration Management
Database (CMDB)? A. To store and manage user data and
permissions. B. To track and document the configuration of
assets and their relationships. C. To define and enforce service
level agreements (SLAs). D. To automate incident management and
resolution processes.
2. What is the purpose of the Common Service Data Model (CSDM)? A.
To provide a standardized framework for software development. B.
To establish a consistent set of terms and definitions for
service management across ServiceNow products. C. To
streamline the procurement and deployment of hardware assets. D.
To automate the creation of knowledge base articles.
3. How does the CSDM benefit service reporting? A. By simplifying the
integration of data from third-party tools. B. By enabling
consistent and meaningful reporting through standardized
data. C. By automating the generation of service reports. D. By
reducing the need for manual data entry.
4. What is the recommended approach to adapting the CSDM to a
company's specific needs? A. Strictly adhering to the CSDM without
any modifications. B. Completely customizing the CSDM to match
the company's terminology. C. Staying as close as possible to
ServiceNow's recommendations while making necessary
adjustments. D. Using the CSDM only for a subset of services.
5. What is essential foundation data that should be accurate in the
system? A. Service level agreements (SLAs) B. Incident response
times C. Software license expiration dates D. Users linked
correctly to managers, locations, companies, and
departments
6. What is the recommended approach for businesses selling services
to other businesses (B2B) using the CMDB and CSM? A. Using CMDB
records for both internal and external customer services. B. Utilizing
the same record types in CMDB for both internal and B2B services.
C. Employing CSM's sold products and install base items for
B2B services while keeping CMDB records internal. D.
Avoiding the use of CSM for B2B services and relying solely on
CMDB.
7. What do Sold Products reference in a B2B context within the
ServiceNow platform? A. Application services B. Configuration items
(CIs) C. Service offerings D. Product models
8. What is the relationship between Install base items and application
services or CIs? A. Install base items duplicate information stored in
application services or CIs. B. Install base items reference
application services or CIs. C. Application services or CIs
reference install base items. D. Install base items have no direct
relationship with application services or CIs.
9. What condition must be met for sold products and service offerings
to be correctly linked? A. They must reference the same
 product model. B. They must belong to the same service category.
C. They must be associated with the same customer account. D.
They must have the same price.
Multiple Select (select all that apply)
10. What are the key recommendations for implementing service
management using the CSDM? Select two. A. Invite all key
stakeholders to workshops to understand the services and
their relationships. B. Prioritize speed over accuracy when
populating the CMDB. C. Ensure everyone uses the same
terminology when discussing services and applications. D.
Limit the use of the CSDM to only the most critical services.
11. What are the potential benefits of using the CSDM? Select
three. A. Improved service reporting. B. Consistent data
across ServiceNow products. C. Reduced hardware costs. D.
Clearer mapping of customer services to the CMDB.
12. What are the characteristics of a well-maintained CMDB?
Select two.
A. Accurate and up-to-date information about assets and
configurations. B. Minimal documentation to reduce administrative
overhead. C. Clear relationships defined between different
assets. D. Data that is only accessible to IT personnel.
13. What should businesses consider when implementing services
for their B2B customers on the ServiceNow platform? Select two. A.
The distinction between internal CMDB records and external
CSM records. B. The merging of CMDB and CSM records for
simplified management. C. The exclusion of sold products and install
base items for B2B services. D. The referencing of service
offerings by sold products.
14. Which of the following should be addressed in the first phase
of service implementation according to the sources? Select three. A.
Understanding the relationships between
applications/services. B. Ensuring the accuracy of foundation
data such as user information. C. Aligning terminology used
by stakeholders. D. Making services available to B2B customers.
15. What are the crucial aspects to consider in a B2B service
model within ServiceNow? Select two. A. Install base items
referencing application services or CIs. B. Sold products and
their corresponding service offerings referencing the same
product model. C. Limiting the use of sold products and install
base items to internal services only. D. Utilizing CMDB records
directly for B2B customer interactions.
 QRG_Current and To be Architecture

Multiple Choice Questions Based on Technical Architecture

Multiple Choice (single answer)
1. What is the primary focus of Data Management (D) within the
technical architecture categories? A. Developing application
methods and guidelines. B. Maintaining high-quality data with
reliable and secure access. C. Establishing environment structure
and security. D. Managing updates and configurations on the
platform.
2. Which category of technical architecture deals with establishing the
proper structure and security for the environment? A. Data
Management (D) B. Application Development Management (A) C.
Platform Management (P) D. Environment Management (E)
3. What is the initial step in identifying a customer’s current
architecture? A. Identifying and interviewing key stakeholders
to gather information and artifacts. B. Presenting findings to
stakeholders in an agreed-upon format. C. Analyzing and
interpreting results in a structured manner. D. Mapping current
capabilities using a ServiceNow capability map.
4. When dealing with customers who already have a ServiceNow
environment, what additional step should be taken after identifying
stakeholders? A. Conducting interviews focused on the four
categories of technical architecture. B. Mapping out their current
licensed capabilities using a ServiceNow capability map. C.
Documenting, analyzing, and interpreting results in a structured
way. D. Presenting findings back to stakeholders.
5. What is the purpose of highlighting "hot spots" on the ServiceNow
capability map? A. Showcasing areas where the customer excels. B.
Identifying areas that require improvement and effort. C.
Demonstrating the comprehensive capabilities of ServiceNow. D.
Validating the customer’s current implementation.
6. How can transparency be maintained throughout the analysis
process? A. Regularly engaging stakeholders to provide
feedback on the results. B. Limiting stakeholder involvement to
prevent overwhelming them. C. Presenting the final readout without
prior discussions. D. Solely involving IT teams in the analysis
process.
7. What is a crucial step to ensure effective communication during the
presentation of the analysis? A. Presenting the findings in a complex
and detailed manner. B. Surprising stakeholders with unexpected
 results. C. Discussing the results with stakeholders
beforehand to avoid misinterpretations. D. Excluding
stakeholders from the presentation process.
8. Which of the following represents a challenge when identifying a
customer's current architecture? A. Lack of sufficient executive
sponsorship and buy-in. B. Presenting findings in a clear and
concise format. C. Mapping out current capabilities using a
ServiceNow capability map. D. Gathering key information and
artifacts from stakeholders.
9. What is a pitfall to avoid during the interview stage of identifying a
customer's current architecture? A. Focusing on the four categories
of technical architecture. B. Gathering key information and artifacts.
C. Involving too many people in interviews simultaneously.
D. Identifying and interviewing key stakeholders.
Multiple Select (select all that apply)
10. What are the four main categories of technical architecture?
Select four. A. Data Management (D) B. Environment
Management (E) C. Application Development Management
(A) D. Platform Management (P)
11. What are the recommended steps to identify a customer's
current architecture? Select three. A. Identifying and
interviewing key stakeholders. B. Documenting, analyzing,
and interpreting the gathered information. C. Presenting the
findings to the stakeholders. D. Deploying new services based
on the analysis.
12. What are the key aspects to consider when presenting the
analysis to stakeholders? Select two. A. Choosing a suitable
format for presenting the findings. B. Ensuring transparency
by involving stakeholders in the process. C. Avoiding
discussions with stakeholders before the final presentation. D.
Presenting the final analysis only to the IT teams.
13. What are some challenges that can arise when identifying a
customer's current architecture? Select two. A. Limited executive
sponsorship and buy-in. B. Exclusively involving IT teams in
interviews. C. Using a ServiceNow capability map for customers
with existing ServiceNow environments. D. Documenting findings
and presenting them to stakeholders.
14. What additional steps should be taken when a customer
already utilizes a ServiceNow environment? Select two. A. Mapping
existing capabilities using a ServiceNow capability map. B.
Pinpointing areas for improvement on the capability map. C.
Avoiding discussions about technical architecture categories. D.
Exclusively focusing on platform management.
15. What are the recommended practices for stakeholder
engagement in the analysis process? Select two. A. Involving
stakeholders in reviewing the results. B. Minimizing
stakeholder interaction to expedite the process. C. Selecting a
presentation format agreeable to the organization. D.
 Limiting communication with stakeholders to avoid
misinterpretations.

QRG_Data Strategies 4.0

Multiple Choice Questions about Data Strategies

Multiple Choice (single answer)
1. What is the primary function of reporting data in ServiceNow? A.
Configuring application functionality and behavior. B. Enabling and
supporting multiple configuration strategies. C. Measuring and
tracking key performance indicators (KPIs). D. Depicting
organizational structure.
2. Which of the following is NOT considered transactional data in
ServiceNow? A. Cases B. Approval policies C. Incidents D. Tasks
3. What type of data helps in configuring the behavior of applications
on the ServiceNow platform? A. Product setup data B.
Transactional data C. Foundation platform data D. Reporting data
4. Which data type encompasses elements like service models and
CMDB CIs/relationships? A. Foundation platform data B. Product
setup data C. Common service data D. Platform configuration
data
5. Which data type plays a crucial role in representing the structure of
an organization within ServiceNow? A. Platform maintenance data B.
Foundation platform data C. Common service data D.
Integration’s data
6. What kind of data is primarily used to safeguard the integrity of the
ServiceNow platform? A. Platform configuration data B. Platform
maintenance data C. Integration’s data D. Foundation platform data
7. Which type of data provides insights into the maintenance
processes and data changes within ServiceNow? A. Platform
 configuration data B. Integration’s data C. Platform maintenance
data D. Reporting data
8. Data sourced from or shared with other systems to enhance
platform capabilities falls under which category? A. Integration’s
data B. Platform maintenance data C. Platform configuration data
D. Transactional data
9. What is the recommended approach when importing data into
ServiceNow? A. Import only necessary data to support
platform processes and applications. B. Import all available
data from various sources for comprehensive analysis. C. Prioritize
manual data import methods over automated mechanisms for
accuracy. D. Import data regardless of its relevance to platform
functionality.
10. When importing data into ServiceNow, from where should data
elements be sourced? A. Any system with readily available data B.
Systems with the most recent data updates C. Authoritative
systems of record for each data element D. Systems with the
highest volume of data
Multiple Select (select all that apply)
11. What are the four main components of data governance in
ServiceNow? Select four. A. Data ownership B. Data
management C. Data architecture D. Data security
12. Which data types are primarily included in the scope of Master
data management? Select two. A. Foundation platform data B.
Common service data C. Reporting data D. Transactional data
records
13. According to data import principles, import schedules should
align with what factors? Select two. A. Latency expectations of
dependent processes B. Expected rate of data change C. Data
storage capacity limitations D. Budgetary constraints for data
management
14. What are the initial steps in establishing data governance in
ServiceNow? Select two. A. Set up the platform owner and
technical governance board. B. Define comprehensive policies
and standards for all data components. C. Select the most urgent
policy components for the organization. D. Expand standards
to include less critical data components.
15. What is the recommended approach when expanding data
governance standards in ServiceNow? Select two. A. Ensure MVP
policies for all data components before refining over time. B.
Prioritize refining policies for existing components before expanding.
C. Adopt a 'breadth first’ approach to expansion. D. Focus on
detailed policies for specific components initially.
16. Which of the following data types represent data recorded
from platform transactions? Select two. A. Incidents B. Tasks C.
Authentication and authorization data D. Application logs
17. What are examples of platform configuration data used to
protect platform integrity? Select two. A. Domain separation B.
Encryption keys C. SLA definitions D. CMDB CIs / relationships
 18. What data types fall under the category of Integration's Data?
Select two. A. Import set data B. Staging table data C. Event
logs D. PA Metrics
19. Which of the following data types are considered part of
Product setup data? Select two. A. Approval policies B.
Assignment rules C. Users D. Companies
20. Which types of logs are considered part of Platform
Maintenance Data? Select three. A. Application logs B.
Transaction logs C. Event logs D. Import set data
This comprehensive set of multiple-choice questions, drawn entirely from
the provided source, aims to test knowledge and understanding of key
concepts related to data strategies in ServiceNow. The questions cover
various aspects of data types, governance principles, import guidelines,
and the overall significance of data management within the ServiceNow
platform.

QRG_Go-Live Preparation

Multiple Choice Questions about Go-Live Preparation in

ServiceNow
Multiple Choice (single answer)

1. What is the primary purpose of a go-live plan in ServiceNow implementations? A. To

outline the technical specifications of the new system. B. To detail the training plan
for end-users. C. To ensure a smooth transition to the live environment. D. To
document the development process of the implementation.
2. Which of the following is NOT a key element of a successful go-live plan? A.
Preparation and specific actions. B. A contingency plan. C. Proper resource
allocation. D. Detailed user documentation.
 3. What is the primary goal of the "Hypercare support" phase in the Now Create
methodology? A. To gather user feedback on the new system. B. To identify and fix
any remaining defects. C. To provide comprehensive training to end-users. D. To
manage incidents and requests during the initial go-live period.
4. According to the provided source, what is the recommended approach to handling
defects discovered during the go-live phase? A. Immediately initiate a rollback of the
implementation. B. Manage and document defects, unless a catastrophic failure
occurs. C. Contact Now Support for every reported issue. D. Temporarily disable the
affected modules until a fix is available.
5. What is the purpose of the checkpoint questions list in the go-live plan? A. To track
the progress of the implementation tasks. B. To validate the readiness of the system
for go-live. C. To document the known issues and workarounds. D. To gather
feedback from stakeholders.

Multiple Select (select all that apply)

6. Which of the following are considered goals of go-live planning? Select two. A.
Understand and address key challenges. B. Define a detailed communication plan.
C. Identify risks and develop a mitigation plan. D. Establish a comprehensive
training schedule.
7. What should be included in the list of activities required for go-live? Select three. A.
Prerequisites for each activity. B. A budget breakdown for the implementation. C.
The duration of each activity, including time zone details. D. A designated
champion for each outcome.
8. According to the provided source, what actions should be taken if users experience
login issues after go-live? Select two. A. Validate user credentials. B. Disable the
affected user accounts. C. Roll back the implementation. D. Involve Now Support.
9. What should be done if a specific interface or integration is not functioning properly
after go-live? Select two. A. Roll back the entire implementation. B. Disable the
specific application causing the issue. C. Document the defect and communicate
any available workarounds. D. Initiate a code review to identify the root cause.
10. What are the goals of hypercare support? Select three. A. Manage hypercare
incidents and requests in the go-live dashboard. B. Manage the handover
documents. C. Continuous service improvement. D. Provide on-site technical
support to end-users.
11. When is a back out considered during go-live? Select two. A. A catastrophic failure
in implementation. B. Minor defects are identified. C. Users experience login
difficulties. D. The checkpoint questions list validation fails.
12. What is the recommended course of action if there is a workaround for a reported
issue during go-live? Select two. A. Communicate the workaround to affected
users. B. Document the defect. C. Ignore the issue if the workaround is effective. D.
Implement a permanent fix immediately.

Multiple Choice (single answer)

13. What is the main focus of go-live preparation in ServiceNow implementations? A.

Developing comprehensive user documentation. B. Conducting extensive user
training. C. Mitigating potential challenges and ensuring a seamless transition. D.
Testing and debugging the new system.
 14. When should communication regarding the go-live plan take place? A. Only during
the final stages of the implementation. B. Primarily during the development phase. C.
From the planning stage through post go-live. D. Once the go-live date has been
finalized.
15. Which of the following best describes the role of a champion for each outcome in the
go-live plan? A. To provide technical expertise and troubleshooting support. B. To
take ownership and ensure the completion of assigned activities. C. To act as a
liaison between the implementation team and stakeholders. D. To document and
report on the progress of the implementation.
16. According to the provided source, what level of risk should be expected during the
go-live phase? A. High, as unexpected issues are likely to arise. B. Minimal, due to
careful planning and communication. C. Moderate, as some challenges are
inevitable. D. The level of risk cannot be determined in advance.
17. What methodology does the source recommend for go-live planning? A. Agile B.
Waterfall C. Now Create D. DevOps

Multiple Select (select all that apply)

18. What are the key components of successful go-live planning? Select three. A.
Thorough consideration of risks. B. Detailed budget analysis. C. Proper resource
allocation. D. Specific actions to be taken.
19. What should be considered when planning the duration of implementation activities?
Select two. A. Time zone details. B. Stakeholder availability. C. Dependencies
between activities. D. Budgetary constraints.
20. What elements are involved in managing hypercare incidents and requests? Select
two. A. Using a go-live dashboard. B. Providing 24/7 on-site support. C. Tracking
and resolving incidents and requests. D. Conducting post-implementation reviews.

QRG_Platform Data and Integrations

Multiple Choice Questions about Foundation Data and

Integrations in ServiceNow
Multiple Choice (single answer)

1. What type of data encompasses all data elements within the ServiceNow platform that
support a specific capability? A. Company data B. Foundation data C. Group data D.
Location data
2. Which foundation data element pertains to the individuals who utilize the services
provided on the platform? A. Company data B. People data C. Organizational
Structure data D. Group data
 3. What does ServiceNow integrate with to enhance its capabilities and data sources? A.
Internal databases only B. Legacy systems C. Third-party applications and data
sources D. Cloud-based storage solutions
4. Which foundation data element represents the hierarchical structure of departments
and business units within an organization? A. People data B. Location data C.
Organizational structure data D. Group data
5. What type of data represents geographical locations relevant to an organization's
operations? A. Company data B. Group data C. People data D. Location data
6. What is the primary objective of establishing data governance within the ServiceNow
platform? A. To restrict user access to sensitive information B. To ensure data
quality, accuracy, and consistency C. To automate data backup and recovery
processes D. To minimize data storage costs
7. Which factor significantly influences the maximum value derived from running
processes on the platform? A. The configuration of data within the service
management platform B. The level of user adoption and engagement C. The
availability of skilled technical support D. The frequency of system updates and
patches
8. What is a critical aspect of ServiceNow data management to maintain its
completeness, accuracy, and currency? A. Data encryption B. Good governance C.
Regular system backups D. User access controls
9. Why is it essential to assign a dedicated product owner for foundation data? A. To
enforce strict data security measures B. To ensure accountability and a single point
of responsibility C. To manage data storage infrastructure D. To develop data
analytics reports
10. Which practice helps ensure that obsolete or unnecessary data is purged from the
system? A. Certification and regular audits B. Data compression C. User
permission reviews D. System performance monitoring

Multiple Select (select all that apply)

11. What are the two main categories of integration patterns for data exchange in
ServiceNow? Select two. A. Bulk data B. Real-time streaming C. Transactional D.
API-based
12. What are the key functions of LDAP user integration in ServiceNow? Select three. A.
Data population B. User authentication C. Role-based access control D. LDAP
synchronization
13. What aspects of user management can influence the type of integration required with
ServiceNow? Select two. A. Password complexity requirements B. The system of
record for user data C. User interface preferences D. User authentication methods
14. What user data can be synchronized between an LDAP system and ServiceNow?
Select two. A. User passwords B. Usernames C. Security questions D. Group
memberships
15. What are some potential benefits of implementing Single Sign-On (SSO) integration
with ServiceNow? Select three. A. Improved user experience B. Enhanced security
C. Reduced password management overhead D. Streamlined user provisioning
16. What are some examples of systems that could be integrated with ServiceNow for
user management? Select three. A. Open LDAP B. Domino C. Red Hat Directory
D. Microsoft Excel
 17. What factors influence the effort required in managing data within ServiceNow?
Select two. A. The way data is configured B. The size of the user base C. The
complexity of the workflows D. The frequency of data updates
18. What can impact the time it takes to onboard new modules or components in
ServiceNow? Select two. A. Network bandwidth limitations B. The availability of
training resources C. The way data is configured within the platform D. The
integration patterns used
19. What are the guiding principles for managing foundation data? Select three. A. The
configuration of data will impact the value received from running processes B.
The configuration of data will influence the effort required in managing data C.
Data can be sourced from external systems if it is timely D. The frequency of data
updates determines the integration pattern
20. What is the importance of foundation data governance in ServiceNow? Select two. A.
Critical for the user experience across all processes B. Dictates the integration
pattern to be used C. Ensures data quality and accuracy D. Reduces the need for
external system integration

QRG_Release and Instance Strategy

Multiple Choice Questions about Release and Instance

Strategy
Multiple Choice (single answer)
 1. What is the central focus of instance management within the ServiceNow platform?
A. Determining user access permissions B. Defining data governance policies C.
Establishing the structure and policies for instances D. Managing system updates
and patches
2. According to the Quick Reference Guide, what is the primary objective of governance
in release and instance management? A. Maximizing system performance B.
Minimizing operational costs C. Striking a balance between risk mitigation and
value realization D. Enforcing strict security protocols
3. Which of the following is NOT listed as a governance consideration for release and
instance management? A. Operating model B. Platform Scope C. User Adoption D.
Methodology
4. What is the purpose of defining an instance stack in ServiceNow? A. To allocate
storage resources efficiently B. To segment user access based on roles C. To support
the platform's activities effectively D. To streamline software development
processes
5. Which instance stack configuration includes a dedicated environment for user
acceptance testing? A. Three-instance stack B. Four-instance stack C. Five-instance
stack D. Two-instance stack
6. What is the primary benefit of establishing instance management policies? A.
Reducing software licensing costs B. Mitigating risks associated with instance
changes C. Improving user interface design D. Automating system backups
7. How do well-defined support procedures contribute to efficient instance
management? A. By preventing unauthorized access to instances B. By reducing the
time to resolve incidents or outages C. By simplifying software development
processes D. By optimizing database query performance
8. Which practice helps prevent incidents and outages related to instance modifications?
A. Implementing regular security audits B. Defining a process for modifying system
properties and enabling plugins C. Using automated testing tools D. Monitoring
system resource utilization
9. What is a valid business reason for implementing multiple production instances in
ServiceNow? A. To experiment with different user interface themes B. To reduce the
load on a single instance C. To test new software releases in isolation D. To support
instances split by release or product
10. Which code migration option in ServiceNow facilitates collaboration among
development teams? A. Update sets B. Team Development C. Application
repositories D. Source Control integrations

Multiple Select (select all that apply)

11. What potential benefits can result from defining instance management policies in
ServiceNow? Select two. A. Reduced mean time to resolve (MTTR) incidents B.
Increased user adoption rates C. Enhanced control over changes to instances D.
Improved system scalability
12. What factors might lead an organization to implement multiple production instances
in ServiceNow? Select two. A. The need to host an instance in a different country
B. To provide dedicated instances for specific user groups C. To separate instances
based on product releases D. To facilitate load balancing across multiple servers
13. What are the core components of an instance stack in ServiceNow? Select three. A.
Development instance B. Testing instance C. Staging Instance D. Production
instance
 14. What are some out-of-the-box options for code migration in ServiceNow? Select
three. A. Update Sets B. Application Repositories C. Manual Code transfer D.
Source control integrations
15. Which governance considerations are crucial when defining a release and instance
strategy for ServiceNow? Select two. A. The customer's operating model B. The
budget allocated for platform implementation C. The intended scope of platform
usage D. The technical expertise of the implementation team
16. What are the potential benefits of defining clear governance steps for release and
instance management? Select two. A. Enhanced risk mitigation B. Reduced
software development costs C. Improved speed of value realization D. Simplified
user training processes
17. What considerations should be addressed when defining a process for modifying
system properties or enabling plugins in ServiceNow? Select two. A. The potential
impact on system stability B. The cost of implementing the changes C. The
adherence to predefined maintenance windows D. The availability of technical
support
18. What are some essential elements of a well-defined instance management policy?
Select two. A. Clear support procedures and designated teams B. Detailed
documentation of all system configurations C. A defined process for making
changes to instances D. Regular performance monitoring and optimization
19. Why is it essential to find the right balance between risk mitigation and value
realization in release and instance management governance? Select two. A. Excessive
control can hinder the speed of implementation and innovation. B. A focus solely
on speed can compromise data security. C. Effective governance ensures both
stability and agility in platform operations. D. Balancing risk and value helps
minimize operational costs.
20. What criteria should be considered when determining the appropriate instance
structure for a ServiceNow implementation? Select two. A. The size of the
implementation team B. The complexity of the platform's intended use C. The
customer's operating model and requirements D. The availability of cloud storage
resources

QRG_Security Architecture

Multiple Choice Questions about Security Architecture

Multiple Choice (single answer)
 1. What is the core purpose of security architecture in the ServiceNow platform? A.
Automating security incident responses B. Defining data access control policies C.
Translating business requirements into executable security requirements D.
Managing system updates and security patches
2. Which of the following is a risk-based approach used in designing secure systems
within ServiceNow? A. Vulnerability scanning B. Threat modeling C. Penetration
testing D. Security auditing
3. What is the initial layer of the security architecture used in the ServiceNow platform?
A. Application layer B. Data layer C. Presentation layer D. Network layer
4. Which security control is NOT typically associated with the network layer in
ServiceNow's security architecture? A. Firewalls B. Intrusion detection systems C.
Multi-factor authentication D. Load balancers
5. What security measure is implemented at the database layer to protect sensitive
information in ServiceNow? A. Access control lists (ACLs) B. Database encryption
C. Input validation D. Regular security audits
6. Which type of encryption is specifically designed to protect data at rest within the
ServiceNow database? A. Edge encryption B. Database encryption C. Transport
layer security (TLS) D. Platform encryption
7. What type of encryption is used for data in transit between an organization and
ServiceNow? A. Database encryption B. Platform encryption C. Edge encryption D.
Field-level encryption
8. Which encryption method supports tokenization for pattern-matched data in
ServiceNow? A. Database encryption B. Platform encryption C. Edge encryption D.
File-level encryption
9. Which encryption type in ServiceNow allows for equality preserving encryption
based on user roles? A. Edge encryption B. Database encryption C. Platform
encryption D. Application-level encryption
10. Who manages the encryption keys for database encryption in ServiceNow? A.
ServiceNow B. The customer C. A third-party security provider D. A shared
responsibility model

Multiple Select (select all that apply)

11. What are the two main questions asked in the threat modeling process used for
ServiceNow security architecture? Select two. A. What might go wrong? B. Who
are the potential attackers? C. What can we do to prevent this? D. What are the
regulatory compliance requirements?
12. Which security considerations are relevant to the application layer in ServiceNow's
architecture? Select two. A. Authentication methods (SSO, multi-factor, social
login) B. Edge encryption C. Authorization (roles, encryption) D. Network
intrusion detection systems
13. What are the key features of database encryption in ServiceNow? Select two. A.
Encrypts all stored data B. Requires complex key management by the customer C.
Operates transparently to the application and its users D. Supports selective
encryption of specific data fields
14. Which field types are supported for encryption by platform encryption in
ServiceNow? Select three. A. String text B. Number C. Date/Time D. Attachments
15. What are the prerequisites for implementing edge encryption in ServiceNow? Select
three. A. On-premises encryption proxy B. Encryption key store C. Integration
 with a third-party key management system D. Optional on-premises MySQL
database for tokenization and order preserving encryption
16. Which encryption types are utilized in platform encryption within ServiceNow?
Select two. A. AES-128 B. RSA-2048 C. AES-256 D. Triple DES
17. Which aspects are considered when evaluating the security of the database layer in
ServiceNow? Select two. A. Firewall configurations B. Database encryption
methods C. Network segmentation D. Application-level access controls
18. What are some potential benefits of implementing a layered security architecture in
ServiceNow? Select two. A. Enhanced protection against various security threats
B. Improved compliance with security standards and regulations C. Reduced
complexity of security management D. Elimination of all security risks
19. What are the key differences between database encryption and platform encryption in
ServiceNow? Select two. A. Database encryption protects data in transit, while
platform encryption protects data at rest. B. Database encryption encrypts all data,
while platform encryption supports selective encryption. C. Database encryption is
managed by the customer, while platform encryption is managed by ServiceNow. D.
Platform encryption offers different encryption types, including equality
preserving and order preserving.
20. What is the significance of asking "What can we do to prevent this?" in the threat
modeling process for ServiceNow security architecture? Select two. A. It helps
identify potential attackers. B. It guides the development of effective security
controls and mitigations. C. It determines the cost of implementing security
measures. D. It ensures that security architecture addresses identified threats.

QRG_Technical Governance

Multiple Choice Questions: ServiceNow Technical

Governance
Multiple Choice (single answer)

1. What is the primary function of technical governance in ServiceNow? A. Managing

user access and permissions. B. Monitoring system performance and availability. C.
Establishing standards and guidelines for development on the platform. D.
Automating IT service management processes.
 2. According to the provided source, what is the ultimate goal of governance? A.
Minimizing technical debt. B. Enforcing strict adherence to regulations. C.
Accelerating decision-making and outcomes. D. Reducing operational costs.
3. What is the first step in implementing ServiceNow governance, as outlined in the
source? A. Define metrics for success. B. Identify key stakeholders. C. Prepare to set
up ServiceNow governance. D. Conduct a comprehensive risk assessment.
4. Which of the following is a key takeaway regarding the relationship between strategy
and governance? A. Governance should be established independently of strategy. B.
Strategy should be the driving force behind governance. C. Technical standards
should dictate overall business strategy. D. Governance should prioritize short-term
tactical decisions.
5. What is a critical challenge that organizations face when setting up governance,
according to the source? A. Lack of technical expertise within the IT team. B.
Resistance to change from end-users. C. Inadequate executive sponsorship and
funding. D. Difficulty integrating with existing IT infrastructure.
6. What common perception of governance can hinder its successful implementation? A.
As an unnecessary expense. B. As 'red tape'. C. As a complex technical challenge. D.
As a threat to individual autonomy.

Multiple Select (select all that apply)

7. What are the three core components of ServiceNow governance, as described in the
source? Select three. A. Executive Steering B. Demand C. Technical D.
Compliance
8. What are the three steps involved in establishing governance for customers? Select
three. A. Prepare to set up ServiceNow governance B. Define your governance
process C. Continuously improve governance D. Implement security controls
9. How can organizations continuously improve their governance processes? Select two.
A. Define metrics B. Increase the number of decision-makers C. Remove
bottlenecks D. Centralize all decision-making authority
10. What potential pitfalls should organizations avoid when implementing governance?
Select two. A. Seeking input from diverse stakeholders B. Proceeding without
sufficient executive support C. Regularly evaluating and refining governance
processes D. Limiting involvement to IT teams
11. What are the essential elements of effective governance? Select two. A. Clarity on
decision-making authority B. Well-defined processes for making decisions C. A
focus on short-term gains over long-term strategy D. Minimal documentation to
streamline decision-making
12. What are the recommendations for ensuring that governance does not become an
obstacle? Select two. A. Establish rigid and inflexible rules. B. Continuously
evaluate and simplify decision-making approaches. C. Minimize communication
and transparency. D. Avoid implementing governance for its own sake.

Please note that these questions are based solely on the provided excerpt. They do not cover
all aspects of ServiceNow technical governance, and you may want to consult additional
resources for a more comprehensive understanding.
 QRG_Testing Leading Practices

Multiple Choice Questions about ServiceNow Testing

Leading Practices
Multiple Choice (single answer)

1. What is the main objective of testing on the ServiceNow platform? A. To identify and
fix all potential bugs in the system. B. To reduce the need for user training and
support. C. To ensure compliance with industry regulations. D. To verify that
changes to the platform meet business goals and work as intended.
2. Which of the following is the smallest testable component in software development?
A. A function or method. B. A unit, such as an object or module. C. The entire
application. D. The user interface.
3. What is the primary focus of unit testing? A. Evaluating the overall user experience of
the system. B. Identifying and fixing programming errors within individual units.
 C. Testing the integration of multiple units. D. Verifying that the system meets
business requirements.
4. What is the purpose of system testing? A. To test individual units in isolation. B. To
assess the system as a whole and ensure that all units work together. C. To
validate user acceptance of the system. D. To perform exploratory testing.
5. Which of the following is a characteristic of user acceptance testing (UAT)? A. It is
performed by end-users. B. It focuses on identifying programming errors. C. It is
typically automated. D. It is the initial stage of testing.
6. What is the recommended approach for deciding what to test? A. Testing all
functionalities equally. B. Prioritizing based on development complexity. C. Using a
risk-based approach to identify business-critical processes. D. Relying solely on
automated testing.
7. According to the sources, what should be the primary focus of testing? A. Generic
features common to all ServiceNow instances. B. Unique configurations and
customizations specific to the customer's instance. C. Testing every possible user
interaction. D. Achieving 100% test coverage.
8. What is the role of the quick start tests provided by ServiceNow? A. To replace the
need for manual testing. B. To guide testers on what to test and how to create tests.
C. To ensure compliance with security standards. D. To automate all regression
testing.
9. What is the key characteristic of exploratory testing? A. It follows a predefined script.
B. It is primarily used for regression testing. C. It relies on the tester's knowledge,
experience, and intuition. D. It is best suited for repeated execution of tasks.
10. What is the focus of usability testing? A. Identifying security vulnerabilities. B.
Verifying data integrity. C. Testing the performance of the system under load. D.
Measuring the user-friendliness and efficiency of the software.

Multiple Select (select all that apply)

11. When is manual testing typically preferred over automated testing? Select two. A. For
testing highly complex and dynamic functionalities. B. When the tester's knowledge
and experience are crucial for effective testing. C. For ad hoc testing, where the
approach is unplanned and relies on the tester's insights. D. For testing tasks that
require repeated execution.
12. What are the benefits of automated testing? Select two. A. It can significantly
reduce testing time and costs. B. It is suitable for all types of testing, including
exploratory testing. C. It is highly effective for regression testing, ensuring
consistency over time. D. It eliminates the need for manual testing.
13. What is the purpose of the Test Management 2.0 application in ServiceNow? Select
two. A. It provides tools for creating and managing manual test cases. B. It
automates the execution of test cases. C. It helps streamline the overall manual
testing process. D. It is used for performance testing.
14. Which of the following are leading practices for testing in ServiceNow? Select three.
A. Automating repetitive tests to free up time for other testing activities. B.
Focusing solely on automated testing for efficiency. C. Recognizing the value of ad
hoc and exploratory testing. D. Anticipating potential errors and testing for
them. E. Assuming users will never make mistakes or use the application in
unexpected ways.
15. How can organizations encourage creative and effective testing? Select two. A.
Asking someone unfamiliar with the application to use it and provide feedback.
B. Challenging testers to find ways to "break" the application. C. Limiting testing
to predefined scenarios. D. Ignoring edge cases and focusing on the most common
user paths.