ServiceNow CAS-PA Exam UPDATED
QUESTIONS AND CORRECT ANSWERS
Performance Analytics - CORRECT ANSWER an in-platform process optimization solution to
create management dashboards, report on KPIs and metrics, and answer key business questions to
help increase quality and reduce the costs of service delivery
indicator - CORRECT ANSWER defines a performance measurement taken at regular intervals
of a business service, an activity, or organizational behavior
indicator scores - CORRECT ANSWER results of indicators
key characteristics of indicators - CORRECT ANSWER - scores can be generated
automatically from a set of records defined in an indicator source, entered manually, or calculated
from other indicators
- scores can be viewed or analyzed in the Analytics Hub or presented, via widgets, on dashboards
indicator group - CORRECT ANSWER thematic organization of indicators
breakdown - CORRECT ANSWER enables you to group or filter indicator scores by a
qualitative attribute
breakdown elements - CORRECT ANSWER the values for each breakdown
breakdown sources - CORRECT ANSWER specify automated breakdown elements
data collector - CORRECT ANSWER the engine that takes periodic snapshots of your process
tables and stores them in the Scores and Snapshots tables
Analytics Hub - CORRECT ANSWER an exploratory view of indicators, used for more
detailed analysis (lets you see trends, predictions, breakdowns, and associated records for a specific
indicator)
, four stakeholders and the benefits they receive - CORRECT ANSWER 1. end user
(transparency)
2. front-line worker (prioritization)
3. service owner (productivity)
4. executive (oversight)
end user (stakeholder) - CORRECT ANSWER people making requests at your organization,
people that want work to be done
front-line worker (stakeholder) - CORRECT ANSWER people fulfilling the requests
service owner (stakeholder) - CORRECT ANSWER people responsible for the overall process
or service
executive (stakeholder) - CORRECT ANSWER people who have a high-level view and are
working to achieve an overall business goal
dashboard - CORRECT ANSWER a collection of multiple Performance Analytics, reporting,
and other widgets, arranged in a logical view for the audience
target - CORRECT ANSWER a goal your organization wants to achieve, operationalized as
indicator scores (enable you to visualize the difference between the desired score at a certain date and
the actual score of an indicator)
threshold - CORRECT ANSWER defines a normal range of scores for an indicator and alters
you when certain events occur (via email notification)
widget - CORRECT ANSWER a reusable visualization of indicator scores
breakdown mapping - CORRECT ANSWER specifies the relationships, or maps breakdowns
to indicator sources
- either specifies a field on the indicator source or specifies a script that queries the indicator source
QUESTIONS AND CORRECT ANSWERS
Performance Analytics - CORRECT ANSWER an in-platform process optimization solution to
create management dashboards, report on KPIs and metrics, and answer key business questions to
help increase quality and reduce the costs of service delivery
indicator - CORRECT ANSWER defines a performance measurement taken at regular intervals
of a business service, an activity, or organizational behavior
indicator scores - CORRECT ANSWER results of indicators
key characteristics of indicators - CORRECT ANSWER - scores can be generated
automatically from a set of records defined in an indicator source, entered manually, or calculated
from other indicators
- scores can be viewed or analyzed in the Analytics Hub or presented, via widgets, on dashboards
indicator group - CORRECT ANSWER thematic organization of indicators
breakdown - CORRECT ANSWER enables you to group or filter indicator scores by a
qualitative attribute
breakdown elements - CORRECT ANSWER the values for each breakdown
breakdown sources - CORRECT ANSWER specify automated breakdown elements
data collector - CORRECT ANSWER the engine that takes periodic snapshots of your process
tables and stores them in the Scores and Snapshots tables
Analytics Hub - CORRECT ANSWER an exploratory view of indicators, used for more
detailed analysis (lets you see trends, predictions, breakdowns, and associated records for a specific
indicator)
, four stakeholders and the benefits they receive - CORRECT ANSWER 1. end user
(transparency)
2. front-line worker (prioritization)
3. service owner (productivity)
4. executive (oversight)
end user (stakeholder) - CORRECT ANSWER people making requests at your organization,
people that want work to be done
front-line worker (stakeholder) - CORRECT ANSWER people fulfilling the requests
service owner (stakeholder) - CORRECT ANSWER people responsible for the overall process
or service
executive (stakeholder) - CORRECT ANSWER people who have a high-level view and are
working to achieve an overall business goal
dashboard - CORRECT ANSWER a collection of multiple Performance Analytics, reporting,
and other widgets, arranged in a logical view for the audience
target - CORRECT ANSWER a goal your organization wants to achieve, operationalized as
indicator scores (enable you to visualize the difference between the desired score at a certain date and
the actual score of an indicator)
threshold - CORRECT ANSWER defines a normal range of scores for an indicator and alters
you when certain events occur (via email notification)
widget - CORRECT ANSWER a reusable visualization of indicator scores
breakdown mapping - CORRECT ANSWER specifies the relationships, or maps breakdowns
to indicator sources
- either specifies a field on the indicator source or specifies a script that queries the indicator source
