Overview
ServiceNow Governance covers licensing management, integration planning, and organizational governance structures. Platform Owners must understand licensing implications of platform expansion and the three levels of governance.
Why It Matters for the Exam
ServiceNow Governance accounts for approximately 12.9% of the CPOA exam. Questions focus on licensing types (fulfiller, user), official transaction channels, integration options, and governance levels.
Key Concepts to Master
1Licensing channels and artifacts
2Fulfiller vs User licensing
3Three levels of governance
4Integration options
5Service Catalog licensing implications
6CSAT and other KPIs
💡 Exam Tips & Strategy
Service Catalog adoption has licensing implications for both requesters (user licenses) and fulfillers (agent licenses), plus any Integration Hub spoke transactions. CSAT is a key KPI maintained by ServiceNow for customer satisfaction.
6
Practice Questions
12.9%
Exam Weight
CPOA
Certification