Important ServiceNow CTA Exam Questions

Answer: B

Explanation:

To effectively manage risks during a go-live, it's essential to have a back-out plan and mitigation plan for unforeseen circumstances. This includes:

Back-out Plan: A detailed procedure for reverting to the previous system or version if the go-live encounters critical issues.

Mitigation Plans: Prepared responses for anticipated risks (e.g., data migration errors, performance issues, user resistance). These plans outline steps to address these risks if they occur.

Risk Assessment: A thorough risk assessment should be conducted before the go-live to identify potential risks and their likelihood.

Why not the other options?

A . A list of key performance metrics to track the performance: While performance monitoring is important, it's not the primary element for managing risks.

C . A detailed communication plan for all stakeholders: Communication is crucial, but it's a separate component of the go-live plan.

D . A schedule for user training and support sessions: User training and support are important but not directly related to risk management.

Answer: C

Explanation:

Ad hoc testing is characterized by an unplanned, informal approach where testers rely on their knowledge and intuition to explore the software and identify potential issues.

Key characteristics of ad hoc testing:

No predefined test cases: Testers don't follow specific scripts or steps.

Exploratory in nature: Testers freely explore the software, trying different actions and inputs.

Relies on tester experience: The effectiveness of ad hoc testing depends on the tester's understanding of the software and their ability to identify potential problem areas.

Why not the other options?

A . Usability testing: Focuses on user experience and follows a structured approach.

B . Performance testing: Evaluates system performance under different conditions (e.g., load, stress).

D . Load testing: A type of performance testing that simulates heavy user load.

Answer: D

Explanation:

The CSDM offers several key benefits, and the best fit among the options is D. Customization, consistent analysis, and data governance. Here's why:

Customization: CSDM provides a framework, but it allows for customization to fit specific organizational needs. You can extend the data model with new CI classes and attributes while maintaining a consistent structure.

Consistent Analysis: CSDM enables consistent reporting and analysis across the organization by providing a standardized structure for CMDB data. This makes it easier to gain insights into services, applications, and their supporting infrastructure.

Data Governance: CSDM promotes data governance by establishing clear definitions, relationships, and ownership for data within the CMDB. This helps ensure data quality and consistency.

Why not the other options?

A: While CSDM can indirectly contribute to rationalization and business process alignment, these are not its primary benefits. Outage reduction is more related to incident and problem management.

B: Improved security, storage capacity, and processing speed are not direct benefits of CSDM. These are more related to the underlying ServiceNow platform infrastructure.

C: Automated deployment and maintenance efficiency are not core benefits of CSDM. While CSDM can support these areas, they are not its main focus.

Answer: B

Explanation:

To control access to sensitive data at the field level, the system administrator should use Column Level Encryption (CLE).

Here's how CLE works:

Field-Level Encryption: CLE allows you to encrypt specific fields within a table, ensuring that only authorized users with the necessary decryption keys can access the data.

Granular Control: You can define different encryption keys for different fields or groups of fields, providing fine-grained control over data access.

Role-Based Access: You can grant access to decryption keys based on user roles, ensuring that only authorized personnel can view sensitive information.

Why not the other options?

A . PI1 Encryption: This is not a standard ServiceNow encryption feature.

C . Cloud Encryption: This is a broader term for encryption solutions provided by cloud providers, not a specific ServiceNow feature.

D . Full Disk Encryption (FDE): This encrypts the entire hard drive, not individual fields within the application.

Answer: D

Explanation:

Effective communication during a go-live is crucial for keeping stakeholders informed and managing expectations. The best strategy is to describe released functionality and provide knowledge base articles. Here's why:

Clarity and Transparency: Clearly communicate what new features or changes are being released, so users understand what to expect.

Knowledge Base Articles: Provide detailed documentation and knowledge base articles to help users learn about the new functionality and how to use it.

Proactive Communication: Don't wait for issues to arise before communicating. Keep users informed about the progress of the go-live and any potential impacts.

Targeted Communication: Tailor communication to different audiences (e.g., end-users, IT staff, management).

Why not the other options?

A . Focus communications only on immediate supervisors: This limits information flow and can lead to confusion and frustration among other stakeholders.

B . Provide minimal updates to avoid overloading the team: Under-communication can create anxiety and uncertainty. It's better to provide regular, concise updates.

C . Postpone any form of communication until all issues are resolved: This is unrealistic and can damage trust. Communicate openly about challenges and progress towards resolution.