1
Q
Describe role of the Product Owner.
A
- Maintains and prioritizes the product backlog.
- Optimizes the value of work the development team performs.
- The Primary decision maker in regard to ServiceNow product scope, SOW, and backlog.
2
Q
Describe the role of the Scrum Master
A
- The scrum ’expert’, ensures processes are used correctly.
- Unblocks issues preventing development.
- Typically, the ServiceNow engagement manager fulfills this role initially and then the customer project manager transitions to own this over time.
3
Q
Describe the role of the Development Team
A
- Configures the platform as guided by the product owner.
- Shares knowledge and best practices with system administrators and other platform teams.
4
Q
Describe the role of the Training Lead
A
Plans, designs and ensures the delivery of comprehensive learning programs and training courses.
5
Q
Describe the role of the Testers
A
- Executes tests on manageability, performance, security, upgradability, UX, and designed process compliance.
- Allows key users to provide feedback early and often.
6
Q
Which roles are involved in backlog prioritization and refinement?
A
The product owner with input from:
* executives
* users
* stakeholders
* project team.
7
Q
What is the goal of the Sprint Planning meeting?
A
- Determine the What/How within the time-box of x weeks (usually 2).
- Ensures objectives of the sprint are clear and aligned to overall priorities and the team supports and commits to completing them within the Sprint.
8
Q
When should a Sprint Planning meeting occur?
A
The first day of a new Sprint.
9
Q
What is Release Planning?
A
Release planning is the window of time within which we need to deliver certain functionality.
10
Q
Which presentation template is used for Sprint Planning?
A
Get started with the Now Create meeting presentation template.
11
Q
When should knowledge transfer occur?
A
One per sprint at the middle of development.
12
Q
What is the purpose of knowledge transfer?
A
- Transfer of technical how-to knowledge between developers/consultants on the project team.
- Could bounce ideas back and forth to ensure the customer agrees with the approach, but main focus is sufficiency for the customer.
- Allows for the creation of operations documentation and definition of support process.
13
Q
Who completes unit testing?
A
Ideally executed by the appropriate Product Owner or a Process Owner with the appropriate background, context, skills and authority.
14
Q
When does a user story pass unit testing? When does it fail?
A
- When the acceptance criteria is fulfilled
- If it doesn’t fulfill all details of the acceptance criteria.
15
Q
Which unit test outcomes should be documented?
A
All outcomes should be documented, regardless of whether it passes or fails unit testing.
16
Q
What does a burndown chart display?
A
The rate at which work is completed and how much work remains to be done.
17
Q
What are some uses of a burndown chart?
A
- Estimate effort to complete the sprint based on sum of points projected.
- Confirm duration of the sprint in hours and days.
- Map data points on chart.
- Track daily progress vs the original estimate to determine if the sprint is ahead or behind schedule.
- Makes the work of the team visible.
18
Q
How is a burndown chart used within a sprint retrospective?
A
Used to determine any lessons learned.
19
Q
What is the purpose of the daily standup meetings?
A
- Allows collaboration and ensures visibility into what others are working on and the challenges they face.
- Helps reduce duplication of effort while configuration work is being done on the platform.
20
Q
Who should attend the daily standup meetings?
A
Scrum team only.
21
Q
How long should daily standup meetings be?
A
15 minutes in length.
22
Q
What are the 3 questions to answer within a daily standup meeting?
A
- What did you do yesterday?
- What will you be doing today?
- Any obstacles or blockers?
23
Q
What is the purpose of the sprint review meeting?
A
Allow for continuous bi-directional feedback between the development team, product owner, and other stakeholders.
24
Q
Which Now Create template can be used for the sprint review meeting?
A
Get started with Now Create meeting presentation template.
25
What should be accomplished within the review meeting?
* Start the meeting by running through the presentation, giving everyone an overview of what has been done in the Sprint and the overall progress.
* Demonstration of stories in a natural flow to give the most understandable and logical impression.
* Get product owners involved to demonstrate the deliverables.
26
Who should attend a sprint retrospective meeting?
Scrum team only
27
What should be discussed within a sprint retrospective meeting?
* What worked well?
* What did not work well?
* Identify any repeated patterns and generate insights
* What can be improved for the next Sprint?
28
Which Now Create meeting template should be used for a sprint retrospective meeting?
Get started with Now Create meeting presentation template
29
What is a product increment?
The sum of all the Product Backlog items completed during a Sprint and the value of the increments of all previous Sprints.
30
What does it mean for an increment to be "done?"
It must be in a useable condition and meet the Scrum team's definition of "Done".
31
At the end of a Sprint, the new product increment must be "___"
Done
32
ServiceNow HealthScan is only available to customers through ___.
ServiceNow customer success
33
What are 5 features of ServiceNow Healthscan Sprint Scan?
* Ability to check for adherence to technical leading practice standards at the end of each sprint.
* Acts as a quality control check across the entire instance.
* Generates reports for customers to guide remediation efforts.
* Helps avoid common missteps or implementation errors.
* Offers a HealthScan Scorecard that is run as part of the preparation for an upgrade.
34
What should be considered when weighing whether a customization should be built?
Establish firm criteria and weigh the options with the client of business value gained versus the required ongoing maintenance and testing efforts.
Business value:
* Nature (emergency fix)
* Strategic alignment
* Sponsor position
* Customer impact
* Revenue impact
* Cost impact
Technical evaluation:
* Development complexity
* Testing complexity
* Risk
* Systems involved
* System impact
35
When implementing configurations and customizations, instead of focusing on ___, consider ___.
* Can we?
* Should we?
36
What level of risk are UI macros and script includes?
Medium-high risk - Requires modification of the base instance
37
What level of risk is client-side DOM manipulation?
Medium-high... no explanation...
Less risk than UI macros and script includes.
More risky than business rules, client scripts, UI pages and state models.
38
What level of risk are business rules, client scripts, UI pages and state models?
Low-Medium risk because:
* Override and extend tables
* Create client side and server side logic
39
What level of risk are modifications to API calls?
High
40
What kinds of changes, generally, are high risk?
Modifications to base instance (advanced)
41
What kind of changes, generally are medium-high risk?
Modifications to the base instance
42
What kind of changes, generally are low-medium risk?
* Override and extend tables
* Create client side and server side logic
43
What kind of changes are generally low risk?
Create new views
Customize forms
Change field labels
44
What level of risk is involved when modifying dictionary overrides, fields and UI policies?
Low
45
What is ServiceNow Studio?
An integrated development environment (IDE) for scoped and global application development.
46
True or False: ServiceNow Studio does not integrate with source control.
False: It does integrate with source control.
47
What does the Application Explorer within ServiceNow Studio contain?
Application artifacts.
Displays an organized inventory of files included in an existing application.
48
What is the purpose of Code Search within ServiceNow Studio?
Code Search
Search within the application or across the platform for strings within code files.
49
What are 7 features of ServiceNow Studio?
* Source control
* Application explorer
* Create and manage application files
* Code search
* Publish application
* Manage delegated developers
* Script debugger
50
What tool does ServiceNow Studio employ when you choose Create Application from the application navigator?
Guided Application Creator
51
When you publish an application from ServiceNow Studio, where it is published to?
The Application Repository or ServiceNow Store.
52
True or False: You an manage delegated development rights in ServiceNow Studio.
True
53
What items are listed in the solution design checklist under "Define Process?"
* Business problem
* Outcomes
* Input(s) / output(s)
* User personas/stakeholders
* Process steps
* Exception handling
54
What items are listed in the solution design checklist under "Design and create user interfaces?"
* Desktop / tablet
* Service portal
* Mobile
55
What items are listed in the solution design checklist under "Design and build data model"
* Tables
* Columns
* Relationships
56
What items are listed in the solution design checklist under "Automate?"
* Workflow / flow designer
* Scheduled jobs
* Email - Inbound and outbound
57
What items are listed in the solution design checklist under "Applyl security?"
* Roles
* Access controls
58
What items are listed in the solution design checklist under "Integrate?"
Web services
59
What items are listed in the solution design checklist under "Enhance user interface?"
Service catalog
60
What items are listed in the solution design checklist under "Test?"
Test plans
61
What are the 6 guiding principles within the philosophy of scoped applications?
* Apps should not break the system
* Apps should not break other applications
* Apps should be self-contained
* Apps should have clearly defined dependencies
* Apps should only access what htye need (least privelege)
* Apps should be able to be uninstalled.
62
Which apps can you publish to the app repository, scoped, global or both?
Both
63
Which apps have easy file management, scoped, global or both?
Both
64
Which apps have the feature "control integration" (whatever that means), scoped, global or both?
Scoped
65
What are some exceptions to the recommendation to use scoped applications?
* Modifications to global applications.
* Modifications to legacy customizations done in global.
* Support for applications built before scoping or deployed to production in global.
* Access required to global application files not available to scoped applications.
* Customizations with extensive dependencies in global where replication of global elements would introduce an excessive maintenance burden.
66
What allows users to develop without an admin role?
Delegated development
67
How are privileges granted for scoped applications?
Per user per scoped application
68
What is a citizen developer?
Business users with little to no coding experience building new applications with IT-approved technology and process.
69
True or False: Delegated developers are able to apply update sets.
False: Admin still required to apply update sets.
70
Where can you go to manage delegated developers?
Studio IDE: File > Manage Developers.
71
Is the migration of legacy data and attachments supported by the Now Platform?
Yes, it can be accomplished using imports and web services integrations.
72
What represents the biggest negative impact from migrating data and attachments of 60,000 legacy incidents?
Migrating NEW and ACTIVE legacy incidents.
Disk storage for additional records is negligible.
The real concern for me would be the additional development and testing required for new and active legacy incidents. Recreating the legacy application as it currently stands within ServiceNow would lead to major problems.
73
The business sponsor would like to report on the yearly trend for KPIs on closed incidents. 60,000 legacy closed incidents exist. What would be your suggestion?
* All legacy incidents should be migrated
* Only the closed legacy incidents should be migrated
* Only the recently closed legacy incidents should be migrated
* None of the legacy incidents should be migrated
Only the recently closed incidents should be migrated.
* Incident closed recently since the beginning of the year should be enough to create yearly trends and a clean transition.
* We could either analyze the data and map it into the ServiceNow tables or migrate it into a separate custom table.
* The rest of the closed incidents would be archived.
74
For a new application used to update the user table, should a scoped or global application be created?
Global
75
A new application for hand-held devices is needed. Should a scoped or global application be created?
Scoped
76
What level of risk is changing the value of a choice in a drop-down list?
Medium
77
What level of risk is importing foundation data?
Low
78
What level of risk is updating an existing script?
High
79
What level of risk is importing legacy data where customization or configuration is required?
High
80
What level of risk is adding a new parameter to a JSON object to a REST API endpoint?
High
81
What level of risk is creating a new script?
Medium
82
What level of risk is adding a new field to a form?
Low
83
How do you set the default value for a user reference field to the currently logged in user?
javascript:gs.getUserID()
84
What responsibilities best describe the focus of the scrum master?
* Eliminating barriers to progress
* Coaching towards self-management
* Facilitating the team to be accountable for its work
85
Should the product owner attend daily sprint standup meetings to help discuss and resolve issues quickly?
Yes. The product owner can attend but only as an observer.
Allows stakeholders to follow development processes and ensure developers are in and out within 15 minutes.
86
If the standup discussion gets off topic, what is the best way to resolve it?
Participants should continue the discussion after the sprint standup to keep it to 15 minutes.
87
Can a burndown chart indicate if the development team is ahead or behind schedule?
If the actual (completed) line is below the ideal burndown in the chart, you area ahead of schedule.
88
89
Where do you go within ServiceNow Studio to create a group?
You cannot create groups within Studio.
90
Should stakeholders be included in the sprint review?
Yes, sprint reviews should be open to stakeholder participate.
* Issues can be caught early allowing you to pivot and adapt while saving valuable time.
* Providing transparency lets stakeholders inspect the work and ensures progress on the business purpose to be solved
91
What is a good agenda for a sprint review meeting?
* Completed stories
* Product demonstration
* Product owner declares what is "done"
* Next steps
92
If a story is tested but not promoted to production, is the story considered complete?
No, the story should not be considered complete and should be returned to the backlog.
* SCRUM has no concept of stories being partially complete. All tasks must be finished for the story to be complete.
* What if there were complications during migration to the development instance? What if the work migrated resulted in conflicts with other stories? There could be more work to do.
* At the end of a sprint, you should have a properly tested, shippable product increment so that stakeholders can receive a demo and provide feedback.
93
A stakeholder identifies in the sprint review meeting that a field needs to be added that wasn't identified in requirements. What should you do?
Create a new story and add it to the product backlog for prioritization.
* Its good to flush out and predict all requirements early in the project. Occasionally they're brought up late in the game.
* Any concern on the prioritization of stories I always direct to the product owner rather than the developers.
94
Is there a difference between what is considered COMPLETED and what is considered DONE?
Yes, COMPLETED means all development tasks are finished. DONE means the product owner approves the story as ready.
* A story is not considered DONE until all development tasks are complete and the product owner agrees its acceptance criteria have been met.
95
What are next steps after a sprint review meeting?
* Close sprint and transfer incomplete stories into Sprint 2. Update dashboards.
* New requirements (stories) will be created in the product backlog.
* Product Owner reviews and prioritizes new stories. Development team estimates stories.
* Defects will be logged in the Defect Backlog
* Actions will be logged in the project RIDAC
* Sprint 2 Planning Meeting
96
What meeting comes after sprint review?
Sprint Retrospective
* Help identify what went well and what could be improved for the next sprint.
* This occurs before any sprint planning meetings for the next release.
97
What is hypercare support?
* Generally for larger projects deploying new processes or functionality requiring immediate support visibility during go-live.
* Increased support resources for a predetermined timeframe defined by business needs and the volume of issues.
* Typically done by an implementation partner
98
Describe day-to-day support.
* Always provided and doesn't have a set timefreame.
* May be all that is needed for a smaller deployment of functionality or enhancements such as a catalog item or adding a field to a form.
* For larger deployments, it would follow once hypercare has been completed and day-to-day support can be completed by a customer or msp provider.
99
What are the two types of support models?
* Hypercare
* Day-to-day
100
What is the purpose of the platform team estimator?
Analyze the number of reasources you may need for ongoing support.
101
What task is not part of the 'execute' phase?
* Sprint planning
* Sprint retrospective
* Conduct platform workshop
* Execute sprint
* Conduct platform workshop. This is part of the plan phase.
102
What is usually covered during the sprint retrospective meeting?
* What worked well
* What can be improved in the next sprint
* What did not work well
* What did you do yesterday?
* What are the roadblocks
* What worked well
* What can be improved in the next sprint
* What did not work well
103
Which statement is true about ServiceNow HealthScan?
* ServiceNow HealthScan does not catch common missteps or implementation errors.
* ServiceNow HealthScan generates reports as part of the platform analytics.
* ServiceNow HealthScan is unable to compare your configuration to best practice definitions across product suites.
* ServiceNow HealthScan checks for adherence to technical leading practice standards at the end of each sprint.
ServiceNow HealthScan checks for adherence to technical leading practice standards at the end of each sprint.
* ServiceNow HealthScan offers HealthScan Scorecard that is run as part of the preparation to an upgrade.
104
Which of the following guiding principles should be examined and applied before designing and developing a new application?
Select five answers.
* Apps should be able to be uninstalled
* Apps should not break the system
* Apps should not be self-contained
* Apps should not break other applications
* Apps should have clearly defined dependencies
* Apps should only access what they need (least privilege)
* Apps should be able to be uninstalled
* Apps should not break the system
* Apps should not break other applications
* Apps should have clearly defined dependencies
* Apps should only access what they need (least privilege)
105
Within ServiceNow, if you modify base instance application files, you ___ them and they are skipped during upgrades.
Own
106
What is the application repository in ServiceNow?
The central repository for all scoped applications.
107
Where can the ServiceNow Repository stores publish applications?
Any instances belonging to a company
108
True or False: When the application is installed, it can be updated to different versions if changes are made to it.
True
109
What are the steps for publishing an application to the application repository?
1. In your development instance, navigate to System Applications > My Company Applications.
2. Open the In Development tab.
3. Open the application record that you want to publish to the application repository.
4. Click the Publish to My
5. Application Repository related link.
6. Enter a unique version number.
Click Submit.
110
What are the steps for installing an application in your test instance?
1. In your test instance, navigate to System Applications > My Company Applications.
2. Under the Not Installed section, locate your custom application.
3. Select the application version you would like to install.
4. Click Install.
5. On the subscription recommendation message, click Install.
6. Click Close.
7. Locate your application in the left navigator.
111
What is the difference in process between publishing customizations vs publishing a custom application?
The process is similar except that a custom application will have a different version and the new version will need to be installed.
112
What is being described in the following statement>
Allows administrators to group a series of changes into a named set and then move them as a unit to other ServiceNow instances for testing or deployment.
Update sets
113
What should you be careful not to include within an update set?
Instance-specific settings
114
What are 8 guidelines for update sets?
* Instance versions must match.
* Single source instance for all updates.
* Follow a common path for update set deployment.
* Use update set batching to group, order, and create a hierarchy of multiple update sets for deployment.
* Keep the update size reasonable.
* Coordinate developers and development efforts.
* Sys IDs for referenced records must match across instances.
* “Fix-forward” by creating a new update set to address issues discovered after deployment.
115
What is meant by "fix forward?"
Do not backout the update set from Production, instead create another update set and move to production (fix forward).
116
What factors determine when to deploy?
* The frequency agreed upon with the project team, usually discussed during the kick-off meeting
* The completeness of the stories
* The results of unit tests
117
When is UAT completed?
Upon completion of system test during the deliver phase of the project.
118
Cloud Dimensions developed a new custom scoped application HHD to help them manage their devices. They are thinking about deploying it to their test environment.
The development of the application will go through multiple phases of development and they want to make sure that the versioning of the new application is tracked.
Which of the two methods would you recommend Cloud Dimensions to use?
* Application repository
* Update sets
Application repository
* Your scoped applications are published in a simplified way while the version is tracked.
* Your scoped applications are in one centralized area.
* Your scoped applications are shared and available to any instance belonging to your company.
* Your scoped applications are available to be installed or updated to different versions if changes are made to them.
119
A ___ must be defined to ensure that the production migration and cut-over deployment activities are practiced, accurate, predictable, and repeatable.
Go-Live Implementation plan
120
What is the purpose of a cut-over dry run?
Help to prevent unknown surprises and build confidence with all involved that the production go-live cut-over will be successful.
121
When should a cut-over dry run be performed?
Several days before go-live
122
Which success pack should be used for guiding production deployment of code?
Release Deployment Process and Operational Best Practice Guide
123
What provides customizable change enablement and baseline process user training templates with how-to guides.
Adoption Toolkit
124
What is the first activity, after the kickoff, that should be undertaken in change enablement for an implementation
Stakeholder analysis workshop and research
125
What is the purpose of stakeholder analysis and research as it relates to change enablement?
To identify:
* Key roles
* Levels of influence on the implementation
* Levels of concern or resistance
* Level of organizational influence
* Attitudes towards change
* Plans to address
* Stakeholder responsibilities.
126
What is the outcome of stakeholder analysis and research as it relates to change enablement?
Actionable summary to inform communications, engatement and training plans.
127
Who are the major stakeholders in change enablement?
* Process users who will support the process
* Business end users who will use the process
* Executives
* Leaders and managers of teams involved
* Core customer project team
* Extended project team and change/training teams
* Champions
128
What are the 6 phases of change enablement?
* Understand resources available to your organization
* Define change strategy
* Access and plan
* Communicate
* Enable
* Measure
129
What occurs during the "define change strategy" phase of change enablement.
* Understand stakeholder and process impact
* Build a training plan
130
What occurs during the "assess and plan" phase of change enablement?
* Kickoff and planning
* Business impact analysis
* Training master plan
* Communication strategy
131
What happens during the "communication" phase of change enablement?
* Integrated change plan
* Awareness communication templates
* Champion enablement
132
What happens during the "enable" phase of change enablement?
* Deploy training activities, and execute training evaluations
* Technical training and certification (roadmap)
* Custom process user training development and delivery (add-on)
133
What happens during the "measure" phase of change enablement?
Measure adoption indicators
collect and document feedback from your key stakeholders.
Keep leadership informed
Survey templates
Project assessment and lessons learned
134
How can you choose champions?
* Provide feedback on messaging and training activities
* Assist with distributing communications
* Drive home training
* Provide support
* User acceptance testing
* Drum up support on internal media applications
* Assist with road shows and presentations
135
136
With regards to change enablement, once you've identified the main stakeholder groups, which activity should you run?
Business impact analysis workshop and research
137
What is the purpose of the business impact analysis?
Identify the processes that are changing the tasks in the process that start, stop and continue, the roles that are affected by the process change and as a result, require training
138
What is the outcome of business impact analysis?
To map to help create the training plan as well as the high-level current vs future state comparison.
139
With regards to change enablement, once you have information about the stakeholders and processes that are changing, what activities should come next?
In the measure phase, create the following:
* Training plan
* Communications and internal marketing plan
* Creating a champion network
* Create a measurement approach
140
In every implementation, we consider people, process and the technology. In your opinion, how d oyou rank them in order of importance?
* People: The people are those who do the work. Without them, nothing can happen.
* Process: People are ineffective without a process in plaace to support their work.
* Technology: Despite its abilities, technology alone does not solve problems. Technology will not make existing problems go away without the people and processes around to support it.
141
Regarding change enablement, which of the following questions would be appropriate to include in the survey? Which would be inappropriate?
* I understand the benefits of implementing the new application for Cloud Dimensions.
* I would like more information on how to grow my career.
* I am excited to use the new HHD Cloud Dimensions application to do my job
* I understand the impact this platform change and the associated process changes have on my role
* I am happy with the implementation
* I have the right training to do my job effectively
* I understand how I can provide feedback about this change.
* I understand the business outcome objectives the implementation team had initiated
* There is visible support of the change by my leadership
* I understand the benefits of implementing the new application for Cloud Dimensions
* I am excited to use the new HHD cloud dimensions application to do my job
* I understand the impact this platform change and the associated process changes have on my role.
* I have the right training to do my job effectively.
* I understand how I can provide feedback about this change
* There is visible support of the change by my leadership.
142
Which of the following is the recommended guideline to use with update sets? Select three answers.
* Use a single source instance for all update sets.
* Instance versions do not have to match.
* “Fix-forward” by creating a new update set to address issues discovered after deployment.
* Sys IDs for referenced records does not have to match across instances.
* Sys IDs for referenced records have to match across instances.
Which of the following is the recommended guideline to use with update sets? Select three answers.
* Use a single source instance for all update sets.
* “Fix-forward” by creating a new update set to address issues discovered after deployment.
* Sys IDs for referenced records have to match across instances.
143
Which statements are true regarding hypercare support?
Select three answers.
* Hypercare will usually involve increased resources to provide the support.
* Hypercare will usually not involve any increase in resources to provide the support.
* Hypercare will have a defined timeframe determined by the needs of the business and volume of issues.
* Hypercare support is for small projects.
* Hypercare support is for large projects where new processes or functionality is being deployed that requires immediate support and visibility
* Hypercare will usually involve increased resources to provide the support.
* Hypercare will have a defined timeframe determined by the needs of the business and volume of issues.
* Hypercare support is for large projects where new processes or functionality is being deployed that requires immediate support and visibility
144
Who owns the acceptance testing activity?
The project manager
145
Order the tasks to accomplish during the go-live transition.
* Cut-over dry run(s)
* Deploy code to production
* Data cut-over in production
* Manual data entry in production
* Go-Live - operational cut-over
1. Cut-over dry run
2. Deploy code to production
3. Data cut-over in production
4. Manual data entry in production
5. Go-live operational cut-over
146
Which Now Create asset is used for "transition to support?"
Support Process Plan Template
147
When should you confirm the support model is in place?
Once the project is closed.
148
Which Now Create asset is used to guide Hypercare Support?
Hypercare Plan Checklist
149
New defects should be documented based on information in the ___.
Post-production incident log
150
What are first tasks suggested when reviewing the defect backlog? Who should be involved at this stage?
Tasks
* Review and triage the defects to determine enhancements vs defects.
* Prioritize defects considering value vs. effort for the fix.
Participants
* Project manager
* Key project technical resources
* Product owner
151
How should defects identified as "enhancements" be logged?
In the Product Backlog as stories.
152
Who should review the defect backlog once priority has been set?
The implementation team
153
When should an organization engage in value management?
It should be an ongoing activity where the organization considers the impact of all decisions on the value you expect to gain.
154
What are the four components of effectively managing value?
* Planning to clearly define expected benefits: Clarify your business case
* Tracking to make sure you're on course with your plan
* Communicating to inform all stakeholders on your status
* Decision making to make sure the tactical and strategic steps you take are informed by their impact on value
155
With regards to value maanagement, what 5 things should be identified when defining expected benefits?
* Objective: What are the enterprise strategies/goals and how do they cascade down to the operation level?
* Problem: What problems/pain points hinder acheiving the objectives?
* Solution: What capabilities should we build to resolve the problems identified?
* Outcome: What outcomes are enabled?
* Value realization metrics: What metrics do we measure to track value realization?
156
What are the 3 takeaways for value management?
* Managing value should be an ongoing process
* Successful value management requires rigorous processes, resources and tools to support its key components
* All ServiceNow governance and implementation decisions should focus on maximizing value.
157
Where can you find value management best practices?
Customer Success Center
158
During what phase of implementation should a "lessons learned" meeting be conducted?
Project closedown
159
Before the "lessons learned" meeting, feedback spanning what 4 topics should be gathered?
* Define what elements of the project worked well or as expected.
* Define what elements of the project did not work as expected.
* What should be done differently in future projects?
* List other opportunities for improvement that might impact the future ServiceNow roadmap, that were not necessarily realized during the project.
160
How can feedback to be used for the "lessons learned" meeting be collected?
* Focus groups
* Team meetings
* Surveys
161
Who is responsible for conducting the "lessons learned" meetings?
The project manager
162
Who should attend the "project close" meeting?
Key stakeholders, as set out in the project charter, usually the project steering committee.
163
What is the purpose of the "project close" meeting?
* Assess the business value case and project objectives against what was delivered.
* Review the final schedule, resource plans and budget plan.
* Key lessons learned and recommendations for future projects.
* Support model after closure.
* Formally obtain approval to close the project.
164
What 10 topics should be covered during the "project close" meeting?
* Project summary
* Final project scope
* Final key milestones
* Final financial summary
* Outstanding risks and issues
* Lessons learned
* Support
* Closure agreement
* Post close activities
* Future roadmap
165
With regards to the "project summary" topic of the "project close" meeting, what should be covered?
* High Level: Scope, timeline, budget, resources and business value.
* What value was achieved/is targeted to be achieved?
166
With regards to the "final project scope" topic of the "project close" meeting, what should be covered?
* What was achieved in terms of scope delivery?
* Define what was delivered.
* Who delivered it?
167
With regards to the "final key milestones" topic of the "project close" meeting, what should be covered?
* Were all of the key milestones achieved?
* Confirm when the scope was delivered.
168
With regards to the "final financial summary" topic of the "project close" meeting, what should be covered?
Was the project budget met?
169
With regards to the "outstanding risks and issues" topic of the "project close" meeting, what should be covered?
Are there any key risks and issues still outstanding?
170
With regards to the "lessons learned" topic of the "project close" meeting, what should be covered?
Derived from the lessons learned meeting.
171
With regards to the "support" topic of the "project close" meeting, what should be covered?
The support model after closure as defined in the hypercare process.
172
With regards to the "closure agreement" topic of the "project close" meeting, what should be covered?
Official approval from the business sponsor to close the project.
173
With regards to the "post close activities" topic of the "project close" meeting, what should be covered?
Any activities that will occur after close, e.g. satisfaction/feedback surveys.
174
With regards to the "future roadmap" topic of the "project close" meeting, what should be covered?
The long-term vision.
175
What needs to be established during a lessons learned meeting?
* Have an open and honest dialog
* Assist in implementing ideas
* Discuss how to improve future projects
176
What are the recommendations to fix and test production defects?
Select all that apply.
* Review the prioritized defect backlog.
* Configuration changes should be applied in a non-production instance and tested to validate the issue has been resolved.
* Fixes requiring configuration updates should be captured in update sets and migrated through the non-production instances to production.
* Fixes requiring configuration updates should be updated directly in production instance.
* Fixes requiring configuration updates should be captured in an update set in production instance to sync back the Dev and QA instance.
* Review the prioritized defect backlog.
* Configuration changes should be applied in a non-production instance and tested to validate the issue has been resolved.
* Fixes requiring configuration updates should be captured in update sets and migrated through the non-production instances to production.
177
What should you do with defects which are identified as 'enhancements'?
* They should be ignored as they are not defects.
* They should be addressed in future phases.
* They should be logged on the product backlog as stories.
* They should be assigned to the current sprint for development.
They should be logged on the product backlog as stories.
* Defects identified as enhancements should be logged on the product backlog as stories ready for the Product owner to review. The Product owner will also review the definition of the acceptance criteria, prioritization, and estimation by the development team.
