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ServiceNow Certification
CTA Exam
ServiceNow.CTA.v2025-07-19.q17 Dumps

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Question 1

How does a phased implementation diagram differ from a ServiceNow capability map?

A.It provides an overall picture of all products in use.
B.It maps end-user requirements to products.
C.It shows products implemented in each phase.
D.It tracks products migrated across phases.

Correct Answer: C

A phased implementation diagram focuses specifically on showing which products are implemented in each phase of a ServiceNow rollout. It provides a visual representation of the implementation timeline and the planned deployment of different ServiceNow products or modules over time.
How it differs from a capability map:
Capability Map: A capability map provides a broader view of the ServiceNow platform and its capabilities. It maps business processes or functions to the ServiceNow products that support them. It's not specifically tied to implementation phases.
Why not the other options?
A: It provides an overall picture of all products in use: This is more aligned with a capability map.
B: It maps end-user requirements to products: While this might be considered during implementation planning, it's not the primary purpose of a phased implementation diagram.
D: It tracks products migrated across phases: While migrations might be part of the implementation, the diagram focuses on showing what's implemented in each phase, not the migration process itself.

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Question 2

Which strategy is recommended for effective communication during the go-live phase?

A.Focus communications only on immediate supervisors.
B.Provide minimal updates to avoid overloading the team.
C.Postpone any form of communication until all issues are resolved.
D.Describe released functionality and provide knowledge base articles.

Correct Answer: D

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.

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Question 3

What aspect of software is evaluated during non-functional testing?

A.Specific behaviors and outputs of the system.
B.The way a system operates and meets user expectations.
C.The creation of records and setting field values.
D.Functional requirements outlined in the design document.

Correct Answer: B

Non-functional testing focuses on how a system operates and meets user expectations in terms of qualities like:
Performance: Response times, load handling, scalability
Usability: Ease of use, user interface design
Security: Protection against unauthorized access and data breaches
Reliability: System stability and availability
Maintainability: Ease of making changes and updates
Why not the other options?
A: Specific behaviors and outputs of the system: This is the focus of functional testing, which verifies that the system does what it's supposed to do.
C: The creation of records and setting field values: This is a specific functional aspect of the system.
D: Functional requirements outlined in the design document: These are tested during functional testing.

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Question 4

Which data types are considered part of Master/Core Data in ServiceNow?
Choose 3 answers

A.Approval Policies
B.Transaction logs
C.CMDB data
D.Service model data
E.User information

Correct Answer: A,C,E

Master/Core data in ServiceNow refers to the foundational data that is essential for the platform's operation and various applications. This includes:
A: Approval Policies: These define the rules and workflows for approvals within the platform, impacting various processes.
C: CMDB data: The Configuration Management Database (CMDB) contains critical information about IT assets, services, and their relationships.
E: User information: Data about users, their roles, and their permissions is crucial for access control and security.
Why not the other options?
B: Transaction logs: These are operational data that record system activities, not core master data.
D: Service model data: While important, service model data is typically built upon the foundation of master data like the CMDB and user information.

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Question 5

What should be included in the go-live planning to handle and manage potential risks?

A.A list of key performance metrics to track the performance.
B.A back-out plan and mitigation plan for unforeseen circumstances.
C.A detailed communication plan for all stakeholders.
D.A schedule for user training and support sessions.

Correct Answer: B

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.

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