Free CTA: ServiceNowCertified Technical Architect Exam Questions and Answers

Northwind Logistics is holding a workshop to decide whether incident intake for its three regional service desks will move to one global catalog-driven form or stay as region-specific forms. The regional IT directors disagree, and the discussion has repeated the same arguments for 40 minutes. The executive sponsor asks the architect to bring the group to a decision before the session ends. What should the architect do?

• AA. Send a survey to every attendee after the workshop and adopt the option with the most votes
• BB. Document both positions in the workshop notes and defer the decision to the next quarterly planning cycle
• CC. Agree weighted decision criteria with the group, then score both options against them in the session
• DD. Ask the executive sponsor to choose between the two options and close the workshop with that ruling

Fabrikam Insurance has completed a business capability map. The sponsor wants the first release to improve the capabilities that matter most to company strategy and are currently weakest. Exhibit: Capability | Strategic importance | Current maturity | Annual operating cost Customer onboarding | High | Low | $1.2M Invoice processing | High | High | $3.4M Employee offboarding | Medium | Low | $0.6M Asset retirement | Low | Low | $0.3M Which capability should the architect place first on the roadmap?

• AA. Asset retirement
• BB. Invoice processing
• CC. Employee offboarding
• DD. Customer onboarding

A company's Virtual Agent has a topic that starts a laptop request. The topic launches for "I need a new laptop" but fails for "I need a new notebook" and "can I get a replacement computer." The topic is driven by an NLU intent. What should the architect advise?

• AA. Add the missing phrasings as utterances for the intent, then retrain and publish the NLU model
• BB. Replace the NLU intent with a fixed menu of choices shown at the start of every conversation
• CC. Create a separate topic for each failing phrasing and link each one to the same catalog item
• DD. Raise the NLU confidence threshold for the intent so that only closer matches launch the topic

Northgate Mutual is replacing its claims intake process on ServiceNow. The executive sponsor's stated goal is to cut average claim acknowledgment time from 5 days to 2 days. After three discovery workshops, the backlog holds 64 requirements from five process owners. Many request extra form fields and approval steps, and several conflict with one another. The enterprise architect asks the ServiceNow architect how to prepare the backlog for the next workshop. What should the architect recommend?

• AA. Rank the requirements by the number of stakeholders who requested each one and build the top 20
• BB. Ask each process owner to rewrite their requirements as user stories before any prioritization is attempted
• CC. Group the requirements by process owner and give each owner an equal share of the first release
• DD. Trace each requirement to the acknowledgment-time goal, then have the sponsor prioritize the ones that remain and resolve conflicts

Calder Energy wants an 18-month roadmap covering ITSM, Event Management, and Service Mapping. The executive sponsor wants Event Management live in the first quarter to show quick value. The current-state assessment shows that fewer than 40% of production servers are in the CMDB and that no CSDM alignment exists. How should the architect sequence the roadmap?

• AA. Start with CMDB population and CSDM alignment, then deliver Event Management and Service Mapping on that foundation
• BB. Deliver Event Management first and fix CMDB gaps as alerts fail to match configuration items
• CC. Run all three initiatives in parallel with separate teams so that no capability waits on another
• DD. Deliver Service Mapping first because application maps will populate the CMDB without prior data work

Pinecrest Insurance launched a self-service portal for 6,000 employees. After three months, 28% of incidents are for requests that have catalog items, and portal search analytics show that the most frequent searches, such as "vpn token" and "new starter laptop", return no results. The catalog holds 410 items named by internal team codes. The process owner wants adoption to rise without a redesign of the whole portal. What should the architect recommend?

• AA. Move the 410 items into department folders so employees browse by the team that fulfills them
• BB. Hide all catalog items except the 20 most requested and route everything else through a generic request form
• CC. Use zero-result search data to rename items in plain language, add synonyms, and publish knowledge articles for the top queries
• DD. Add a banner to the portal home page directing employees to the service desk phone line for requests they cannot find

Summit Biotech is rolling out Employee Center to 3,200 employees in finance, research, and operations. The executive sponsor wants each department to see its own announcements, quick links, and content on the home page, while all employees use the same portal. What should the architect recommend?

• AA. Configure domain separation so each department is a distinct domain with its own content
• BB. Add client scripts to the home page that hide widgets based on the user's department
• CC. Define audiences using user criteria and target content to them within a single Employee Center
• DD. Build a separate portal for each department with its own URL and theme

Wisteria Health stores employee national ID numbers in a field on the HR Case table. Compliance requires that the value be unreadable at rest and visible only to members of the HR Case Manager role. System administrators without that role must not see the clear text. Which two actions should the architect recommend? (Choose two.)

Select 2 answers.

• AA. Set the field to read-only with a data policy applied to all users
• BB. Hide the field on the form with a UI policy for users outside the HR Case Manager role
• CC. Apply column level encryption to the field using a cryptographic module available only to the HR Case Manager role
• DD. Add a field-level read ACL that requires the HR Case Manager role

Contoso Health, a hospital group headquartered in Frankfurt, is implementing Customer Service Management for patients in Germany, France, and Spain. Legal counsel has ruled that patient personal data must be stored only within the European Union, including backups. The program sponsor proposes using the vendor's existing US-hosted ServiceNow instance because it can go live sooner. The enterprise architect notes that a nightly analytics job will also copy case tables to a reporting platform. What should the ServiceNow architect recommend?

• AA. Keep the US-hosted instance and encrypt patient name and diagnosis fields with column-level encryption
• BB. Keep the US-hosted instance and restrict patient records to EU-based users with ACLs and data filters
• CC. Host production in an EU data center pair and require an EU-hosted reporting platform for the nightly copy
• DD. Host production in an EU data center and pair it with a US data center for backup and disaster recovery

Northwind Logistics has a CMDB where roughly 30 percent of server CIs have no owner and many have stale discovery dates. The architect is preparing a 15-minute steering committee session with the CFO, COO, and CIO to request funding for a remediation program. Which two approaches should the architect take in the presentation? (Choose two.)

Select 2 answers.

• AA. State the decision needed and present two or three funding options with cost, benefit, and risk
• BB. Walk through the CMDB Health dashboard scores for completeness, correctness, and compliance by CI class
• CC. Open with the cost of recent outages that unreliable CI data prolonged, and tie the request to reducing it
• DD. Present one recommended remediation approach and ask for approval of its full budget