ServiceNow CPOP Certification Exam Syllabus

• 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

• 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

• Identify the Agile role that most accurately fits the responsibilities
• Identify the code promotion process that follows ServiceNow recommended best practice for code promotion

• 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

• 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

• Identify how to create ServiceNow governance around a licensing review.
• Identify how to ensure technical governance using coding best practices.