A-Z Business and Technology Glossary

A-Z Business and Technology Glossary

Terminology to key terms and business definitions for IT Infrastructure Library Best Practices, Digital Business Improvement, IT Service Management, DevOps references, and ServiceNow.

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A

  • Acceptance Test
  • Access [App Engine Studio]: A tab in the ServiceNow Catalog editor used to select which users or groups can access a Catalog Item.
  • Access Management
    • Access Control List (ACL): A group of Access Control rules applied to a resource.
    • Access Control rule: Controls the data that users can access and the access operations, such as create or update, that are allowed. Access Control rules require users to pass a set of requirements to gain access to particular data.
    • Access Manager
  • Access point:  A device that allows wireless-equipped computers and other devices to communicate with a wired network.  
  • action [Flow Designer]: A reusable operation used in Flow Designer flows or subflows.
  • action (mobile): Encapsulates action items into buttons on mobile screens.
  • Action Designer: The Flow Designer environment for creating and editing actions. Use Action Designer to add actions to a flow.
  • action item: Defines a database operation allowed on a table’s records in mobile application screens. Action items can be used to create, update, or delete a record.
  • action item parameter: Enables users to enter values for fields when invoking action items in mobile applications. Most action items use user-supplied values rather than hard-coded values to set field values at runtime.
  • Action name: ServiceNow Defines a name to use when referencing a UI Action in scripts.
  • action parameter mapping: ServiceNow  Maps action item parameters to UI parameters. UI parameters prompt users to enter values. Action parameter mappings map user-entered values to parameters in action items.
  • action.setRedirectURL(): A ServiceNow method used to specify the page to open after a UI Action executes.
  • action.setReturnURL(): A ServiceNow method used to specify the page to open when users click the back button on a redirect page after a UI Action executes.
  • action step: A ServiceNow action step, or step, is a single reusable operation within an action. Action steps require subject matter expertise with application tables, fields, and business logic. Application developers or IT generalists add action steps to actions in the Action Designer design environment.
  • ActiveX: A technology from Microsoft that links desktop applications to the World Wide Web. Using ActiveX tools, interactive web content can be created. Example: In addition to viewing Word and Excel documents from within a browser, additional functionality such as animation, credit card transactions, or spreadsheet calculations. 
  • admin: A ServiceNow user with the admin (administrator) role in ServiceNow has permission to perform almost all functions. The term “admin” usually includes both the global admin and the admin for a given application. For example, both the admin and catalog_admin roles have rights to administer the service catalog.
  • Agent Workspace: a ServiceNow suite of tools that provides agents, case managers, help desk professionals, and managers quick access to what they need to help answer customer questions and resolve customer problems.
  • alias: A short, easy to remember name created for use in place of a longer, more complicated name; commonly used in e-mail applications. Also referred to as a “nickname” 
  • Analytics Hub: The ServiceNow user interface for assessing, comparing, and predicting the performance of Performance Analytics indicators over time. Analytics Hub displays data for a single indicator.
  • API Explorer: See REST API Explorer.
  • applet:  Users access mobile application data through mini applications called applets.
    • applet launcher: A page of related applets that a user accesses from the mobile navigation bar.
    • applet parameters: Provide values to data item parameters at runtime. Applet parameter values are typically entered by users but can be hard-coded.
  • Application: A packaged set of configuration records that provides a business solution.
    • Application Explorer: The navigation pane on the left side of the Studio screen that displays a list of application files.
    • Application File: Configuration records that enable developers to extend application functionality. Application developers create application files when they add configuration records for application logic such as business rules, workflows, and script includes.
    • Application menu: A grouping of modules as they appear in the Application Navigator. Users may refer to an Application menu as simply an application.
    • Application Navigator: The navigation pane on the left side of the ServiceNow screen that displays a searchable list of applications and modules, user favorites, and recently visited pages.
    • Application picker: Enables application developers to view and select the application where their changes apply. The application picker is available from the Developer pane of the System menu.
    • Application Properties: Configurable application parameters to change an application’s behavior. Typically, only application administrators can read and write application properties. Application properties are records in the sys_properties table.
    • Application Repository: See ServiceNow application repository.
    • Application Scope: A unique namespace and a set of permissions to access application files and data. Developers can specify the data that is accessible to other applications from the application record or from each table record.
  • Architecture Management
  • Artificial intelligence (AI): AI can simulate human intelligence and do mundane or data-intensive tasks without boredom or burnout. With today’s abundance of data (and increasing customer expectations), AI is needed to achieve dramatic efficiency gains and improve customer and agent experiences.
  • Assert type: The ServiceNow Assert type field specifies the conditions that must be met for an Automated Test Framework test to pass. Test designers can use assertions to specify whether the results of an operation are expected or unexpected. For example, if you wanted to verify that a record cannot be updated, you would add a Record Insert test step and set the Assert type field to Record was not inserted. The test would pass when the record insert failed.
  • Asset Management and Configuration Management: Modern Service Management is most focused on Prescriptive, Declarative, Automated Service Management over the more traditionally discovered manual configuration.  This is because the data of Asset and Configuration needs to be viewed with the rate of change on people owning a product, the product itself, and the services it supports having its own rate of change that must be kept current.
  • Authentication: The process of identifying yourself and the verification that you’re who you say you are. Computers where restricted information is stored may require you to enter your username and password to gain access. 
  • Automation: The process of converting high-touch and largely manual business processes into faster and smoother low-touch digital workflows. If you’ve handed over control of certain processes to your customer service system, you’ve already stepped into the world of automation. For customer service, examples in ServiceNow Customer Service Management include providing a customer self-service option in a service catalog without contacting an agent, routing a customer to the agent best able to help them, and creating tasks for other departments necessary for solving the customer’s problem.
    • automation task: See ServiceNow scheduled job.
    • Automated Test Framework (ATF):  ServiceNow Enables you to create and run automated tests to confirm that your instance works after making a change. Examine failed test results to identify the changes that caused the failure and the changes that you should review.
  • Availability Management Information System

BACK TO TOP | B

  • bandwidth:  A measurement of the amount of data that can be transmitted over a network at any given time. The higher the network’s bandwidth, the greater the volume of data that can be transmitted. 
  • base class: A ServiceNow table that is extended but does not extend any other tables.
  • Baseline
  • BCP: Business Continuity Plan, or “BCP,” is a set of documents, instructions, and procedures which enable a business to respond to accidents, disasters, emergencies, and/or threats without any stoppage or hindrance in its key operations. It is also called a business resumption plan, disaster recovery plan, or recovery plan. 
  • bit: A binary digit (either 0 or 1); it is the most basic unit of data that can be recognized and processed by a computer. 
  • blended learning:  Instruction that combines aspects of both face-to-face (F2F) and online learning experiences. An increasing number of courses at OSU now offer this type of mix.
  • bluetooth: A wireless networking technology that allows users to send voice and data from one electronic device to another via radio waves. 
  • boolean logic: A form of algebra in which all values are reduced to either true/false, yes/no, on/off, or 1/0. 
  • base class: A ServiceNow table that is extended but does not extend any other tables.
  • branch: A ServiceNow source control term for work in progress on an application that is separate from the released application code.
  • breakdown: ServiceNow Groups or filters indicator scores for more detailed analysis and groups the scores by the breakdown elements.
  • breakdown element: The ServiceNow values for a breakdown.
  • breakpoint [JavaScript Debugger]: ServiceNow Pauses script execution in the JavaScript Debugger to allow examining variables and their values during runtime.
  • bucket group: ServiceNow Gathers data into groups when the breakdown element for grouping scores is not available in a table in the application. For example, a bucket group might be an hourly chart showing how busy a store is throughout the day.
  • business rule: ServiceNow Server-side logic or JavaScript configured to run when a record is inserted, updated, or deleted, has occurred. In the case of a query, the business rule should run before the database operation so that the data returned to users is appropriate to their system privileges (user roles). A typical business rule might execute after a user updates an incident or escalates the priority of a change request.
  • before: Execute business rule logic before performing the database operation.
  • After: Execute business rule logic immediately after the database operation.
  • async: Execute business rule logic on a different processing thread in near real time after the database operation. When the execution occurs depends on the scheduled job scheduler.
  • display: Pass the display object, g_ scratchpad to the calling client-side script.
  • buffer: On a multitasking system, a certain amount of RAM that is allocated as a temporary holding area so that the CPU can manipulate data before transferring it to a particular device. 
  • buffered: Data that is collected but not made immediately available. Compare to a language translator who listens to a whole statement before repeating what the speaker has said rather than providing a word-by-word translation. Example: Streaming media data viewable using a tool like RealMedia Player is buffered. 
  • Business Capacity Management
  • Business Continuity Strategy
  • Business Impact and Risk Analysis
  • Business Planning Information
  • Business Process: A collection of related tasks which enable the delivery of a service or product. A business process is a set of activities and tasks that, once completed, will accomplish an organizational goal. The process must involve clearly defined inputs and a single output.
    • Business Service Manager (BSM) Liaison between IT and the Business, responsible for defining. Guiding and managing Business Process
  • Business Relationship Management
  • Business Service: A service with a clear relationship to a line to the business value chain, interfacing closely with explicit business processes. The provision of all logistic components underpinning the sale of consumer goods is a typical example of a business service.
  • Business SME: Subject Matter Expert with specialty Business Process and Application-Level Expertise.
  • BYOD: Bring Your Own Device or “BYOD” is a business and technology policy that allows employees to bring in personal mobile devices and use these devices to access company data, email, etc.
  • byte: A group of adjacent binary digits that a computer processes as a unit to form a character such as the letter “C”. A byte consists of eight bits.

BACK TO TOP | C

  • CAB
  • Canvas (ServiceNow)
    • canvas [Virtual Agent]: The work area for creating a topic flow in Virtual Agent Designer.
    • canvas [Workflow]: The work area for creating workflows in the Workflow Editor.
  • cache:
    Refers to: 1) a region of computer memory where frequently accessed data can be stored for rapid access; or 2) a optional file on your hard drive where such data also can be stored. Examples: Internet Explorer and Firefox have options for defining both memory and disk cache. The act of storing data for fast retrieval is called “caching”. 
  • Capacity Management Information System
  • Catalog, Service (ServiceNow)
    • catalog [Service Catalog]: A section of the service catalog where users can order items and services.
    • catalog client scripts: Scripts for adding dynamic effects and validation to service catalog forms. These scripts apply to service catalog items or variable sets. (Standard client scripts use tables.)
    • Catalog Item [Service Catalog]: A form that describes a good or service a user can order in the service catalog.
    • catalog UI policy [Service Catalog]: Controls to specify which fields are visible when viewing catalog items, catalog tasks, and requested item tasks.
    • category [Service Catalog]: A bucket to organize catalog items.
  • CBT: Computer-Based Training; a type of training in which a student learns a particular application by using special programs on a computer. Sometimes referred to as “CAI” (Computer-Assisted Instruction) or “CBI” (Computer-Based Instruction), although these two terms may also be used to describe a computer program used to assist a teacher or trainer in classroom instruction. 
  • CGI: Common Gateway Interface; a mechanism used by most web servers to process data received from a client browser (e.g., a user). CGI scripts contain the instructions that tell the web server what to do with the data. 
  • Change
  • Change Management
  • Chart: A visual representation of data in a report or on a form.
  • CI (Configuration Item)
    • Configuration Analyst: Assist with CMDB process compliance, initial loading of data into the CMDB. And audits/reports to ensure CMDB accuracy.
    • Configuration Manager: Provides process design and improvement guidance. Accountable for effective end-to-end Configuration Management process. Ensures successful Configuration Management Process success, act as process advocate  
  • class (script): Some script types, such as script Includes and installation exits, create or extend JavaScript classes and can be instantiated in other script types.
  • class (table): A table that extends or is extended by another table.
  • Client (Contract Partner)
  • client script: Client-side JavaScript that runs in a browser. ServiceNow supports the following script types:
    • onLoad() runs when a form is loaded.
    • onChange() runs when a form’s field value changes.
    • onSubmit() runs when a form is saved, submitted, or updated.
    • onCellEdit() runs when a cell value on a list changes.
  • client test runner: A browser tab that runs client-side test steps in Automated Test Framework. Client test runners require a browser tab to function. If no client test runner is available when you run a test, you are prompted to open one.
    • Testers can manually start a client test runner or select an existing client test runner. Test designers can schedule starting client test runners when they schedule running a test suite.
  • client-server technology: Refers to a connection between networked computers in which the services of one computer (the server) are requested by the other (the client). Information obtained is then processed locally on the client computer. 
  • cloud computing: A general term used to describe Internet services such as social networking services (e.g., Facebook and Twitter), online backup services, and applications that run within a Web browser. Cloud computing also includes computer networks that are connected over the Internet for server redundancy or cluster computing purposes. 
  • coalesce: The method by which import sets may update existing records in a destination production table rather than simply inserting new records. When coalescence is configured for a field, the import set application attempts to match the source value to the current target value on a production table for updating. If the source value does not match, a record is created.
  • collision: A collision occurs when data being imported into a ServiceNow table conflicts with a record already in the target table.
  • commit: The act of making changes part of the working branch of a source control repository. Add a commit message to describe the committed changes.
  • Common Service Data Model (CSDM) 2.0
  • component library [Now Experience UI Framework]: ServiceNow Reusable building blocks for creating custom components.
  • component playground [Now Experience UI Framework]: ServiceNow An interactive tool, on the ServiceNow Developer Site, for configuring library components
  • Conditional breakpoint [JavaScript Debugger]: Pauses script execution in the JavaScript Debugger when a condition script evaluates to true to allow examining variables and their values during runtime.
  • configuration item (CI): A physical entity, such as a computer or router; a logical entity, such as an instance of a database; or a conceptual entity, such as a requisition service. CIs can be managed and tracked through Configuration Management and stored in the Configuration Management database (CMDB).
  • Configuration management database (CMDB): The ability to build logical representations of customers’ assets, devices, infrastructure, or services, and the relationships between them.  These details help to pinpoint specific issues for a customer, especially when those assets are being operationally monitored.  This information can also be tied to service level agreements (SLAs) to ensure assets are being maintained or services delivered as defined.
  • CI Class Configuration Items
  • Attributes
  • Relationships
  • CMS Change Policy
  • Compliance Management
  • Component Capacity Management
  • Config Management Database (CMDB)
  • Conflict [source control]: A conflict occurs when a single application file is updated by multiple developers concurrently.
  • Connection & credential alias: A pointer to a connection definition and credential record to use in IntegrationHub steps.
  • Connection attribute: A connection-specific variable to pass values to IntegrationHub steps.
  • Console Debugger [JavaScript Debugger]: Console window that allows expression evaluation in real time when paused at a breakpoint. Evaluation happens in the scope, context, and thread in which execution is paused.
  • Container [Service Portal]: Divides a ServiceNow Service Portal page into sections. A container can contain between one and six columns of widgets.
  • Content item [Service Catalog]: A ServiceNow record that provides information in the service catalog.
  • context: See workflow context.
  • context menu: Controls for a list or form specific to the selected table or record.
  • Continual improvement management (CIM): The ability to initiate and track improvements across the enterprise by aligning people, processes, and data. Enablement of the CIM application allows a company to set up roles, groups, and integration properties. Next, the company can track improvement initiatives that contain goals to measure success, along with phases with specific tasks and actions to complete the improvement.
  • control [Virtual Agent]: An operation used in Virtual Agent topic flows.
  • conversation [Virtual Agent)]: An instance of a topic flow created when a user initiates a session with Virtual Agent.
  • core action: An action in ServiceNow that is available to any flow that cannot be viewed or edited from the Action Designer design environment.
  • credential: A record that stores the details needed to authenticate to an external platform.
  • cross-origin resource sharing rules (CORS): Control which domains can access specific REST API endpoints in ServiceNow.
  • cross-scope privilege: Specifies whether access is allowed to cross-scope resources. Cross-scope resources are application files which exist in different application scopes.
  • current update set: An update set that has been selected using the Update Set Picker. User customizations will be added to the user’s current update set.
  • custom application: Any scoped application a developer creates on the Now Platform.
  • Customer service operations: The team responsible for helping a company’s customer service team be more productive, work more effectively, and deliver better service to customers through the use of new technologies.  For example, in a telecommunications company, customer service operations might both identify new technologies such as AI or chatbots to reduce agent load while serving customers faster as well as monitor customers’ products and services to avoid outages.
  • customizable record: A record that is tracked by update sets.
  • customization: A change to a customizable record.

BACK TO TOP | D

  • DaaS: Desktop-as-a-Service – Also called virtual desktop or hosted desktop services, it is the outsourcing of a virtual desktop infrastructure (VDI) to a third- party service provider.  
  • Dashboard: A collection of visualizations grouped into a single location.
  • Database: A collection of information organized so that a computer application can quickly access selected information; it can be thought of as an electronic filing system. Traditional databases are organized by fields, records (a complete set of fields), and files (a collection of records). Alternatively, in a Hypertext database, any object (e.g., text, a picture, or a film) can be linked to any other object. 
  • Data Center: A data center (data centre / datacentre / datacenter) is a facility used to house computer systems and associated components, such as telecommunications and storage systems. It generally includes redundant or backup power supplies, redundant data communications connections, environmental controls (e.g., air conditioning, fire suppression) and security devices.
  • Data Collector: A scheduled job that collects data from indicator sources.
  • Data Item: Filtered sets of data from a table. Data items determine the information that is available to an applet.
  • Data Item Parameters: Data item parameters create variables that work with applet UI parameters to allow users to dynamically filter the data sent to an applet.
  • Data Lookup: A platform feature that sets one or more field values when certain conditions are met.
    • Data Lookup Definition: A control to automatically change field values based on data lookup rules.
  • Data Model: The table structure an application uses and the relationships between the application tables.
  • Data Pill: A visual representation of a variable in Automated Test Framework, Flow Designer, and Virtual Agent.
    • Data Pill  Picker: A ServiceNow interface to select a data pill related to a test, flow, action, subflow, topic flow, or related table.
  • Data Policy: Enforces data consistency by setting mandatory and read-only states for fields. Data policies can apply rules to all data entered into ServiceNow, including data brought in through import sets, web services, data entered through the mobile UI, or any process that inserts or updates data. Data policies can also act like UI policies.
  • Data Stream Action: ServiceNow IntegrationHub action for interacting with REST or SOAP web services that return responses larger than 10 MB or return paginated responses.
  • Data Source: A data source can be from a file or a Java Database Connectivity (JDBC) connection. Used to create an import set so that data can be processed, if necessary, prior to being mapped and imported into a target table. Data sources support the following remote file retrieval methods: FTP, FTPS (Auth SSL, Auth TLS, Implicit SSL, Implicit TLS), HTTP, HTTPS, SCP. They can be a file or a Java Database Connectivity (JDBC) connection.
  • Definition of Improvement Initiatives
  • Delegation:  Modern Service Management calls for more robust views into End-to-End Service delegation as opposed to the more traditionally dated IT Silos.  “Who owns delegation might be Service, Product or Process delegations of a Management or Operational level. 
    • Delegated Development: ServiceNow allows designated users without a system admin role to develop or deploy applications on the Now Platform.
  • Demand Management
  • Design Coordination
  • Destination [App Engine Studio]: A tab in the Catalog editor used to specify the table that will store the data captured in a Catalog Item.
  • Details [App Engine Studio]: A tab in the Catalog editor used to configure the Basic info and Item details for a Catalog Item.
  • Developer Pane: Group of settings in the System menu (gear icon in the ServiceNow banner) through which developers configure their system setting preferences.
  • Development/ Installation QA Documentation
  • Development Work Order
  • DHCP: Dynamic Host Configuration Protocol; a protocol that lets a server on a local network assign temporary IP addresses to a computer or other network devices. 
  • dictionary: A table, sys_dictionary, that describes the tables and fields in an instance. It stores field data types, character limits, default values, dependencies, and other attributes.
  • dictionary override: A declaration in a dictionary record for an extended table that overrides the dictionary entry inherited from the parent table.
  • Digital Asset: Intellectual content which has been digitized and can be referenced or retrieved online; for example, PowerPoint slides, audio or video files, or files created in a word processing application, etc. 
  • Digital workflows: Using software and other technology tools to automate underlying tasks, processes, and manual workflows. This allows humans to augment their capabilities with smart machines and shift their focus away from menial, repetitive tasks toward more creative and analytical work. Digital workflows are increasingly being adopted for automation to streamline processes across the enterprise. ServiceNow Workflow automates multistep processes across the platform consisting of a sequence of activities within a drag-and-drop interface.
  • Digitize: Sometimes referred to as digital imaging; the act of translating an image, a sound, or a video clip into digital format for use on a computer. Also used to describe the process of converting coordinates on a map to x,y coordinates for input to a computer. All data a computer processes must be digitally encoded as a series of zeroes and ones. 
  • Disaster Recovery is the process, policies and procedures related to preparing for recovery or continuation of technology infrastructure critical to an organization after a natural or human-induced disaster. Disaster recovery is a subset of business continuity. While business continuity involves planning for keeping all aspects of a business functioning in the midst of disruptive events, disaster recovery focuses on the IT or technology systems that support business functions.  
  • DNS: Domain Name System; a service for accessing a networked computer by name rather than by numerical, (IP) address.
  • Domain: Part of an Internet address. The network hierarchy consists of domains and subdomains. A unique section of a single instance used to separate data, processes, and UI elements while still sharing global properties and global processes across the entire instance.
    • Domain Hierarchy: The relationship structure between domains in a domain-separated instance. The hierarchy is created by the parent-child relationships between domains. Members of a domain see only data contained within their domain or the child domains that are lower in the domain hierarchy.
    • Domain Scope: Sets the domains a user can access in a domain-separated environment.
    • Domain Separation: Enables developers to separate data, processes, and administrative tasks into logical groupings called domains. Developers can then control the information available to each domain, including which users can see and access the data. Typically used only in Multiple Service Provider (MSP) organizations.
  • dot-walking: Describes the structure of a variable that contains one or more reference fields, separated by a dot for each table involved.
  • DRaaS: Disaster Recovery as a Service; a service that helps recover data in the event of a server failure or natural disaster.
  • Dynamic scheduling: The process of assigning tasks to field service technicians and optimizing agent schedules to accommodate new work and shifting priorities. Use it in tandem with ServiceNow Field Service Management to manage your end-to-end activities.

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  • EAP: Extensible Authentication Protocol; a general protocol for authentication that also supports multiple authentication methods. 
  • ECC (External Communication Channel) Queue: A database table that is normally queried, updated, and inserted into by external systems such as the MID Server used for Discovery. The ECC Queue is the normal connection point between ServiceNow and external systems. Records saved to the Queue [ecc_queue] table are in the form of messages from external systems.
  • eLearning: Electronic learning; applies to a wide scope of processes including Web-based learning, computer-based instruction, virtual classrooms, and digital collaboration. Content may be delivered in a variety of ways including via the Internet, satellite broadcast, interactive TV, and DVD- or CD-ROMs.
  • email template: Reusable subject line and message body content for email notifications.
  • Embedded Help: A Now Platform feature that enables developers to add context-sensitive help to their applications. Users can choose whether to view the help.
  • Embedded Help qualifier: Determines the query parameter values to use when determining which Embedded Help page to display.
  • Embedded list: A related list on a form that acts like a field instead of as a related list.
  • Emergency Change
  • encryption: The manipulation of data to prevent accurate interpretation by all but those for whom the data is intended. 
  • Enterprise Architecture (EA)
  • event: A configured marker in JavaScript that triggers a notification or script action. Events are generated in business rules or other server-side scripts. Developers can use existing system events or create their own.
    • event log: A module that collects information when events are generated. This information includes when the event was generated, the name of the event, the values passed in the event parameters, and when the event was processed.
    • event registration: The act of adding an event to the event registry.
    • event registry: The table of events that ServiceNow processes respond to.
  • Event Management
  • Event Categorization Scheme
  • Event Filtering and Correlation Rules
  • Event Manager
  • Event Monitoring
  • Event Record
  • Event Review
  • execution plan: Simple, linear automated processes. Execution plans are deprecated. For new processes, use flows (Flow Designer) or workflows.
  • Experience [App Engine Studio]: A graphical interface users interact with to create workspaces, portals, catalog items, and applications accessible through a ServiceNow native mobile app.
  • export definition: Determines the data to include in an export set.
    • export set: Determines the data to export and the export target to use when exporting data.
    • export target: Specifies the target file on a MID server to which the export set data will be written.

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  • Facilities Management
  • field: A field contains an individual item of data on a record in a table.
    • field status indicator: A colored symbol or vertical bar that might appear to the left of form elements. These indicators convey field status, such as mandatory, read-only, or modified. The appearance of field status indicators varies depending on the version of the UI in use.
    • field watcher: Tool for tracking and displaying all actions that the system performs on a selected form field. Administrators can use the field watcher to determine what happens to the field and how the value of the field changes when an event takes place. Administrators can also impersonate non-admin users to debug what happens when those users make changes on an instance.
    • filter navigator: Search field in the Application Navigator used to filter the list of modules and applications as you type. Can also be used to open forms and lists using shortcuts like incident.do or incident.LIST.
  • filter navigator: Search field in the Application Navigator used to filter the list of modules and applications as you type. Can also be used to open forms and lists using shortcuts like incident.do or incident.LIST.
  • Financial Management
  • firewall:  A method of preventing unauthorized access to or from a particular network; firewalls can be implemented in both hardware and software, or both. 
  • FireWire: A way to connect different pieces of equipment so they can quickly and easily share information. FireWire (also referred to as IEEE1394 High Performance Serial Bus) is very similar to USB. It preceded the development of USB when it was originally created in 1995 by Apple. FireWire devices are hot pluggable, which means they can be connected and disconnected any time, even with the power on. When a new FireWire device is connected to a computer, the operating system automatically detects it and prompts for the driver disk (thus the reference “plug-and play”). 
  • Flow: An automated process consisting of a sequence of actions and a trigger. Flows automate business logic for a particular application or process.
    • Flow Designer: A Now Platform feature for automating processes in a single design environment. Flow Designer enables process owners to automate approvals, tasks, notifications, and record operations.
    • Flow Execution Details: Flow execution details provide runtime information about an action or flow directly from the design environment, such as the current state, actions or steps run, and values produced. Open related records from embedded Now Platform editors or in a new tab.
  • form: A content page that displays fields and values for a single record from a database table.
    • form layout: The arrangement of fields on a form.
  • Forward Schedule of Changes (FSC)
  • function [Mobile]: Functions that define UI elements that determine what a user can do in a ServiceNow mobile application. The three types of functions are:
    • Actions: Change data, such as modifying a field value.
    • Navigation: Move between screens, such as opening a record from a list.
    • Smart buttons: Enable users to take an action on demand, such as making a telephone call.

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  • Gamification: Encourage customers to participate, contribute, and engage with community content by providing incentives (e.g., points, achievement levels, badges) through a system of defined rules.
  • Git integration: An integration that enables developers to save and manage multiple versions of an application in a Git source control repository from non-production instances.
  • Glide: An extensible Web 2.0 development platform written in Java that facilitates rapid development of forms-based workflow applications (work orders, trouble ticketing, and project management, for example).
  • glide list: An array of values, often referenced from another table, that are stored in a single field (for example, the Watch List field in the task table).
  • GlideForm (g_form): GlideForm is the JavaScript class used to customize forms. This class contains the g_form object. GlideForm and the g_form object only run on the client.
  • GlideRecord class: A JavaScript class used to interact with the ServiceNow database from a script.
  • GlideScriptable class: A JavaScript class that replaces a Java Packages call.
  • Global UI script: A script available on any form in the system. Administrators can create global UI scripts.
  • gigabyte (Gig or GB): 1024 x 1024 x 1024 (2 to the 30th power) bytes; it’s usually sufficient to think of a gigabyte as approximately one billion bytes or 1000 megabytes.
  • GPS: Global Positioning System; a collection of Earth-orbiting satellites. In a more common context, GPS actually refers to a GPS receiver which uses a mathematical principle called “trilateration” that can tell you exactly where you are on Earth at any moment. 
  • Group: A set of users who share a common purpose.
  • Guided Application Creator (GAC): A ServiceNow wizard-based user interface for creating custom applications on the Now Platform. To modify existing applications, use Studio.
    • Guided Tour: A pre-scripted demonstration of how to use a custom application. Guided tours contain a series of interactive steps to help users complete tasks with a custom application.

BACK TO TOP | H

  • help desk: A help desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support their employees and to their customers via a toll-free number, website and/or e-mail.  
  • hypervisor: A hypervisor, also called virtual machine manager (VMM), is one of many hardware virtualization techniques that allow multiple operating systems, termed guests, to run concurrently on a host computer. It is so named because it is conceptually one level higher than a supervisory program. The hypervisor presents to the guest operating systems a virtual operating platform and manages the execution of the guest operating systems. Multiple instances of a variety of operating systems may share the virtualized hardware resources. Hypervisors are installed on server hardware whose only task is to run guest operating systems. Non-hypervisor virtualization systems are used for similar tasks on dedicated server hardware, but also commonly on desktop, portable and even handheld computers.

BACK TO TOP | I

  • IaaS:
    Infrastructure as a Service; In the most basic cloud-service model, providers of IaaS offer computers – physical or (more often) virtual machines – and other resources.
  • ICS:
    Internet Connection Sharing; a feature in Windows that when enabled, allows you to connect computer on your home network to the Internet via one computer. 
  • IEEE 1394 port:
    An interface for attaching high-speed serial devices to your computer; IEEE 1394 connectors support plug and play.  
  • Import Set: A set of data imported into ServiceNow from an external data source. Imported data is stored in the temporary Import Set table, where a transform map maps inserts or updates the data in existing tables.
    • Import Set web service: A web service that transforms incoming data synchronously based on the associated transform maps.
  • Improvement Initiative
  • Inbound email action: A control that specifies how to process email received by a ServiceNow instance.
  • Incident Management
  • Indicator source: Defines sets of records from a ServiceNow table that have a common characteristic, for example, that the Priority field value is critical. Indicators use indicator sources to calculate scores. Indicator scores are KPI values. Indicator sources specify a table and the frequency for collecting data.
  • Information Security Management
  • Indicator source: Defines sets of records from a ServiceNow table that have a common characteristic, for example, that the Priority field value is critical. Indicators use indicator sources to calculate scores. Indicator scores are KPI values. Indicator sources specify a table and the frequency for collecting data.
  • Interactive: A transaction generated by a user as opposed to by a background or system process.
  • Internet of things (IoT): The connection of devices to the internet and to each other for automated sending, receiving, and processing of data. As an example, a medical technology company can monitor equipment at hospitals via the internet. If service is required, notifications or alerts are sent to customer service agents, field service technicians, or operations to be addressed.  The company can then send a service technician to perform maintenance before the equipment fails. With Customer Service Management, you can take advantage of IoT and Operational Intelligence (IT Operations Management) to provide real-time visibility into the operational health of customers’ products and services.
  • IP address:
    Internet Protocol address; every computer connected to the Internet has a unique identifying number. Example: 192.168.100.2.
  • IT Assessment: An IT Assessment is the practice of gathering information on part or whole of an IT network infrastructure, and then presented in a detailed report. This report typically analyzes the current state or health of technology or services and identifies areas needing improvement or prepare for a system or application upgrade. An IT Assessment can be performed in-house or outsourced to an IT vendor. 
  • item parameter [Mobile]: See data item parameter.
  • IT Budget
  • IT Facilities Management
  • IT Incident Management: Restore Services faster.  ServiceNow uses intelligent Routing and Built in Collaboration.
  • IT Operations Management
  • ITSCM
  • IT Service uses Information Technology (People, Process, and/or technology) to deliver and support End Users or Customer Business Processes
  • IT Service Continuity Management
  • IT Service Management
  • IT SME is an information Technology Subject Matter Expert a point of contact individual who may be engaged for technical expertise; often part of IT Support or Service Delivery Group)
  • IT Steering Group (ISG)
  • IT Workflows Take control of IT chaos and transform your business. Connect your enterprise with digital IT workflows on a single, unified platform.
  • IV&V: Independent Verification and Validation (IV&V) is the process of checking that a project, service, or system meets specifications and that it fulfills its intended purpose. If you’ve recently implemented a new technology solution, you may want an independent party to assess the quality of the work.  

BACK TO TOP | J

  • Java: A general purpose programming language commonly used in conjunction with web pages that feature animation. The ServiceNow application is written in Java. Java was first release in 1995 and is still widely used today in enterprise-level applications.
    • JavaScript: A publicly available scripting language that shares many of the features of Java; it is used to add dynamic content (various types of interactivity) to web pages. 
    • JavaScript Debugger: Application for debugging business rules and other synchronous server-side scripts.
    • JavaScript Log: A tab in the JavaScript Log and Field Watcher application for viewing jslog() and console.log messages written by client-side scripts.
    • JS include: Client-side JavaScript that can be associated with a widget and used in the widget client controller.

BACK TO TOP | K

  • K: An abbreviation for kilobyte; it contains 1,024 bytes; in turn 1,024 kilobytes is equal to one megabyte. 
  • Kbps: Kilobits per second; a measure of data transfer speed; one Kbps is 1,000 bits per second. Example: a 28.8 Kbps modem. 
  • Kerberos: An authentication system developed at the Massachusetts Institute of Technology (MIT); it enables the exchange of private information across an open network by assigning a unique key called a “ticket” to a user requesting access to secure information. 
  • Key Performance Indicator (KPI)
  • keyword [Virtual Agent]: Words or phrases that a user enters to initiate a conversation about a topic. Keywords are not used when Natural Language Understanding (NLU) is enabled for Virtual Agent.
  • Knowledge Management
  • Known Error Database
  • kilobyte (K, KB, or Kb):
    1,024 (2 to the 10th power) bytes; often used to represent one thousand bytes. Example: a 720K diskette can hold approximately 720,000 bytes (or characters). 
  • Knowledge management: The ability to quickly and easily share support information in knowledge bases for agents and customers. The ServiceNow Knowledge Management solution includes workflow and publishing tools along with service portal integration for an out-of-the-box knowledge experience for customers and agents.

BACK TO TOP | L

  • LAN: Local area network; a network that extends over a small area (usually within a square mile or less). Connects a group of computers for the purpose of sharing resources such as programs, documents, or printers. Shared files often are stored on a central file server. 
  • learning management system (LMS): Software used for developing, using, and storing course content of all types. Information within a learning management system often takes the form of learning objects (see “learning object” below).
  • list: A content page that displays zero or more records from a database table. The list has rows and columns. Each row is a record, and each column is a field from the record.
  • list control: Settings to specify which features are available on a list, such as the New and Edit buttons.
  • list layout: The arrangement of columns in a list.
  • Location [App Engine Studio]: A tab in the Catalog editor used to assign the catalog and category where a Catalog Item will be located in Service Portal.
  • logpoint [JavaScript Debugger]: Write debugging information to the JavaScript Debugger’s Session Log without editing the server-side script being debugged.

BACK TO TOP | M

  • MaaS: Metal-as-a-Service; The dynamic provisioning and deployment of whole physical servers, as opposed to the provisioning of virtual machines.  
  • Machine learning: A type of AI that allows systems to learn from experience and be trained on large volumes of data to perform specific tasks. ServiceNow Predictive Intelligence provides a layer of artificial intelligence that learns from patterns in historical data.  Cases can be categorized, prioritized, and routed to the best agents to improve efficiency and increase customer satisfaction.  Predictive Intelligence can also be used in an agent workspace (unified desktop for an agent) to help agents find related knowledge and community content, similar cases, or major cases reporting critical issues.  This greatly shortens the time to resolution for customers.
  • mainframe: A very large computer capable of supporting hundreds of users running a variety of different programs simultaneously. Often the distinction between small mainframes and minicomputers is vague and may depend on how the machine is marketed.
  • Maintenance Plan/ SOP
  • Many to many definition: A many-to-many relationship allows multiple records from one table to be related to multiple records in another table. A many-to-many definition describes this relationship and configures an intermediate table to create the relationship.
  • Major issue management (major case management): The ability to efficiently identify and manage critical issues and tie individual (yet related) cases to a parent major case that, when resolved, will solve child cases. The Major Issue Management feature also identifies customers who have not yet reported the issue and proactively creates cases on their behalf, helping to manage internal and customer communications until the issue is resolved.
  • Major Incident Review
  • Major Incident Team
  • Major Problem Review
  • Malware: Software programs designed to damage or do other unwanted actions on a computer; common examples of malware include viruses, worms, trojan horses, and spyware. 
  • MAPI:  Messaging Application Programming Interface; a system built into Microsoft Windows that enables different e-mail programs to interface to distribute e-mail. When both programs are MAPI-enabled, they can share messages. 
  • MDM: Mobile Device Management; Any routine or tool intended to distribute applications, data, and configuration settings to mobile communications devices. The intent of MDM is to optimize the functionality and security of a mobile communications network. MDM must be part of a coherent BYOD strategy. 
  • megabyte (Meg or MB): 1,024 x 1,024 (2 to the 20th power) bytes; it’s usually sufficient to think of a megabytes as one million bytes. 
  • merge [source control]: The ServiceNow process to move changes from one branch of a source control repository to another.
  • message: A control to specify the string to display in the user interface for a specific language.
  • metric: A measure to evaluate the effectiveness of a process.
    • metric definition: A record used to configure the calculation used for a metric.
  • MHz or mHz: Megahertz; a measurement of a microprocessor’s speed; one MHz represents one million cycles per second. The speed determines how many instructions per second a microprocessor can execute. The higher the megahertz, the faster the computer. 
  • Microservices:  Microservices are small, independent, and loosely coupled.  A microservices architecture consists of a collection of small, autonomous services. Each service is self-contained and should implement a single business capability. A single small team of developers can write and maintain a service.
  • Microsoft Exchange:  Microsoft Exchange Server is the server side of a client–server, collaborative application product developed by Microsoft. It is part of the Microsoft Servers line of server products and is used by enterprises using Microsoft infrastructure products. Exchange’s major features consist of electronic mail, calendaring, contacts, and tasks; support for mobile and web-based access to information; and support for data storage. 
  • Microsoft Windows:  A group of operating systems for PC or compatible computers; Windows provides a graphical user interface so you can point and click to indicate what you want to do. 
  • MID (Management, Instrumentation, and Discovery) Server: The MID Server is a service that runs on a local network to enable communication between a ServiceNow instance and external applications, data sources, and services on the local network.
  • Minimum Viable Features:  (or MVF) is a small-scale feature that can quickly be built and rolled out—using minimal resources—to a target population to test the feature’s usefulness and adoption. An MVF should provide clear value to users.
  • module: Any link in the application navigator that opens a page in the content frame or in a separate tab or window.
  • Monitoring: Modern Service Management requires a more agile and flexible view of the service, with end-to-end capability focused monitoring as opposed to the more traditional and more limited Element and Fault failure-based monitoring. 
  • MRB:  Managed Remote Back Up; a service that provides users with a system for the backup, storage, and recovery of data using cloud computing.
  • MSP: Managed Service Provider; A business model for providing information-technology services.
  • MTTR: Mean Time to Repair: is a basic ITSM measure of the maintainability of repairable items. MTTR calculates the average time required to repair a failed component or device.

BACK TO TOP | N

  • NaaS: Network as a Service; a category of cloud services that provides users with the capability of where the capability provided to the cloud service user is to using network/transport connectivity services and/or inter-cloud network connectivity services. 
  • Nameserver: A computer that runs a program for converting Internet domain names into the corresponding IP addresses and vice versa. 
  • NAT: Network Address Translation; a standard that enables a LAN to use a set of IP addresses for internal traffic and a single IP address for communications with the Internet. 
  • Natural language understanding (NLU): A branch of artificial intelligence (AI) that uses computer software to understand input made in the form of sentences in text or speech format. Model builders and inference services enable the system to learn and respond to human-expressed intent, understanding word meanings and contexts to infer user or system actions. ServiceNow has added NLU to Virtual Agent functionality in its New York release.
  • navigation bar [Mobile]: A widget at the bottom of every mobile app screen that enables users to navigate to applets, settings, and notifications. For custom mobile applications, developers must add an applet launcher tab to the navigation bar.
  • Net Promoter Score (NPS): A measure of customer experience that predicts business growth. The gold standard for evaluating client loyalty, your measurement of NPS should be simple, customer-focused, and easy to configure and track. ServiceNow Performance Analytics simplifies NPS trend monitoring with common KPIs.
  • Network Security: Consists of the provisions and policies adopted by a network administrator to prevent and monitor unauthorized access, misuse, modification, or denial of the computer network and network-accessible resources. Network Security is the authorization of access to data in a network, which is controlled by a network administrator. 
  • node [Virtual Agent]: An instance of a Virtual Agent control on the Virtual Agent Designer canvas configured for a topic flow.
  • notification: Message sent from a ServiceNow instance to inform a user that something happened.
  • Now Experience CLI (CLI): ServiceNow Command line tool for developing custom components using the Now Experience UI Framework.
  • Now Experience UI Framework: ServiceNow Enables developers to build custom web components to create a modern user interface for application users.

BACK TO TOP | O

  • OCR: Optical character recognition; the act of using a visual scanning device to read text from hard copy and translate it into a format a computer can access (e.g., an ASCII file). OCR systems include an optical scanner for reading text and sophisticated software for analyzing images. 
  • Omnichannel: A cross-channel service delivery strategy enterprises use to improve their customer experience. It provides a single source of truth for customer conversations by managing all interactions within one system, eliminating the need for agents to pivot between systems, thus making it more efficient and easier to deliver customer service. This is a modern advancement to multichannel systems, where multiple interaction possibility channels are available, but interactions and experiences are inefficient, disconnected, for example telephone calls and not capable of being referenced or improved because interactions are recorded in siloes, walk up service,  phone, web, email, and chat transcriptions are saved in a different system.
  • Operational Level Agreement (OLA)
  • Order Guide A Service Catalog item that steps a user through the process of ordering multiple related catalog items as a single request.

BACK TO TOP | P

  • PaaS:
    Platform as a Service, in the PaaS model, cloud providers deliver a computing platform that typically including an operating system, programming language execution environment, database, and web server. 
  • Packet:
    A unit of transmission in data communications. The TCP/IP protocol breaks large data files into smaller chunks for sending over a network so that less data will have to be re-transmitted if errors occur. 
  • Pattern of Business Activity (PBA)
  • Peer-to-Peer: A type of connection between two computers; both perform computations, store data, and make requests from each other (unlike a client-server connection where one computer makes a request and the other computer responds with information). 
  • Perl: Practical Extraction and Report Language; a programming language that is commonly used for writing CGI scripts used by most servers to process data received from a client browser. 
  • PGP: Pretty good privacy; a technique for encrypting e-mail messages. PGP uses a public key to give to anyone who sends you messages and a private key you keep to decrypt messages you receive. 
  • Phishing: A con that scammers use to electronically collect personal information from unsuspecting users. Phishers send e-mails that appear to come from legitimate websites such as eBay, PayPal, or other banking institutions asking you to click on a link included in the email and then update or validate your information by entering your username and password and often even more information, such as your full name, address, phone number, social security number, and credit card number.
  • PING: Packet Internet Groper; a utility used to determine whether a particular computer is currently connected to the Internet. It works by sending a packet to the specified IP address and waiting for a reply. 
  • platform: The complete set of the ServiceNow software services.
  • plugin: An extension to an existing platform that is activated to add functionality to the platform. Many plugins can be activated by the administrator but some require assistance from ServiceNow Customer Support. Plugins cannot be uninstalled.
  • portal: See Service Portal.
  • portal page: See Service Portal page.
  • Post Implementation Review (PIR)
  • PPP: Point-to-Point Protocol; a type of connection over telephone lines that gives you the functionality of a direct ethernet connection. 
  • Proactive service: The ability to identify and solve a customer’s problem before they know they have one. Proactive Customer Service Operations is specifically designed to track your customers’ digital services, alerting you to service disruptions and allowing you to notify affected customers up front. Analytics can also help pinpoint trends indicating issues.
  • Problem Management: ServiceNow® Problem Management makes it possible to restore services quickly—often helping you prevent issues from happening in the first place. With a structured workflow for diagnosing root causes and fixing problems, ServiceNow empowers you to eliminate recurring incidents and minimize the impact of unexpected disruptions.
  • preview script usage [REST Message]: A related link in a REST Message record that generates a server-side JavaScript code stub to invoke the API.
  • process plan: The information necessary to execute a flow such as the sequence of published actions or subflows, the input values for each subflow or action, the action steps to run for each action, and the data provided by the trigger or subflow output.
  • processor: HTTP endpoints available to perform arbitrary scripting actions.
  • project [Now Experience UI Framework]: Structure that organizes component files.
  • Private Cloud  (also called internal cloud or corporate cloud) is a term for a proprietary computing architecture that provides hosted services to a limited number of users behind a secure and robust infrastructure.       
  • Problem Management: The ability to handle the full lifecycle of all problems, including information about problems, workarounds, and resolutions. Problem Management tracks problems across cases to provide valuable information, particularly for R&D or engineering organizations. Using the metric of percentage of new critical problems helps reduce the number and impact of issues over time.
  • Process Architecture
  • Project Management (Transition Planning and Support)
  • Protocol: A set of rules that regulate how computers exchange information. Example: error checking for file transfers or POP for handling electronic mail. 
  • public domain software: Any non-copyrighted program; this software is free and can be used without restriction. Often confused with “freeware” (free software that is copyrighted by the author). 
  • publish (application): The act of posting an application to the organization’s application repository so that it can be installed on other instances in the organization.
  • publish [Flow Designer]: The act of making an action or subflow available to flows.
  • publish [Virtual Agent]: The act of making a topic available for Virtual Agent conversations.
  • publish [Workflow]: The act of making a workflow active for all users on an instance.
  • pull request [source control]: A pull request indicates that the committed changes on a development branch are ready for review. A pull request begins the process to merge a branch.

BACK TO TOP | Q

  • QoS: Quality of service; is the ability to provide different priority to different applications, users, or data flows, or to guarantee a certain level of performance to a data flow. For example, a required bit rate, delay, jitter, packet dropping probability and/or bit error rate may be guaranteed. Quality of service guarantees are important if the network capacity is insufficient, especially for real-time streaming multimedia applications such as voice over IP, online games and IP-TV, since these often require fixed bit rate and are delay sensitive, and in networks where the capacity is a limited resource, for example in cellular data communication.
  • Qualifier: See Embedded Help qualifier.
  • Questions [App Engine Studio]: A ServiceNow tab in the Catalog editor used to add questions to a Catalog Item. Questions in a Catalog Item capture information from users that is needed to fulfill a request. Questions are grouped into types and subtypes that configure how users should answer the questions.
  • Quick start test: A ServiceNow-provided test or test suite installed with the demo data of an application that can be used as templates to build your own tests and test suites

BACK TO TOP | R

  • RAM: Random Access Memory; the amount of memory available for use by programs on a computer. Also referred to as “main memory”. Example: A computer with 8 MB RAM has approximately 8 million bytes of memory available. Contrast to ROM (read-only memory) that is used to store programs that start your computer and do diagnostics. 
  • range [ServiceNow Reporting]: Defines data intervals that are used in bar and pie charts.
  • Record: A set of fields that contain related information; in database type systems, groups of similar records are stored in files. Example: a personnel file that contains employment information. 
    • record producer: A catalog item that allows end users to create records from the Service Catalog.
    • record watch [Service Portal]: A listener for a widget to receive notifications for changes made to records in user interfaces other than Service Portal. Uses the spUtil.recordWatch() method.
  • Recovery Plan
  • reference key: Used to identify a field other than sys_id to use as the unique identifier for a reference field. The value of the reference key field, instead of the sys_id, is stored in the database for that reference field.
  • related links: UI actions at the bottom of a list or form to run a script on one or more records.
  • related list: A group of records from a single table at the bottom of a form that have a relationship with the record on the form.
  • relationship: A connection between two tables in a database based on a reference field or a scripted query
  • Release and Deployment Management
    • Remote Backup: A remote, online, or managed backup service is a service that provides users with a system for the backup and storage of computer files.  
  • report: A representation of data to organize, summarize, and present data to convey information in a meaningful way.
  • repository [ServiceNow application]: See ServiceNow application repository.
  • repository [source control]: A collection of application files and metadata that includes changes over time and commit details.
  • repository configuration: The configuration information used to connect an application to a source control repository.
  • restricted caller access (RCA): The Restricted Caller Access (RCA) feature enables an administrator to define cross-scope access to an application or application resource and allow or deny access requests.
  • REST API Explorer: A ServiceNow tool that uses information from your instance to provide a list of endpoints, methods, and variables that you can use to build and send REST requests. After you build the request, the REST API Explorer provides code samples in multiple programming languages that you can use to initiate the request, and detailed request and response information.
  • REST message: A record that stores details on how to interact with an external web service through REST
    • Rhino: An open-source implementation of JavaScriptwritten entirely in Java. It is typically embedded into Java applications to provide scripting to end users.
    • Robotic process automation (RPA): An emerging form of business process automation technology that automates rules-based business practices by automating actions within the user interface to streamline operations and reduce costs. Although AI and robotic process automation are being used in tandem across enterprises, RPA has limitations versus using a single-agent workspace with support from digital workflows.
    • role: A category that can be assigned to a group or user, and that can be used to grant access to particular parts of ServiceNow. Once access has been granted to a role, all groups or users assigned to that role are granted the same access. Roles can also contain other roles; access granted to a role will be granted to any roles that contain it.
    • Root-cause analysis -Things go wrong. People make mistakes. Blameless root-cause analysis focuses on creating a learning environment where team members are encouraged to reward participation, share lessons learned to prevent others from making the same mistakes. To create modern environment for blameless root cause analysis, address any disincentives, such as public examples, fear of punishment or reprimands.

BACK TO TOP | S

  • SaaS: Software as a Service; a software delivery model in which software and associated data are centrally hosted on the cloud. SaaS is typically accessed by users using a thin client via a web browser. 
  • SAN: A storage area network (SAN) is a dedicated storage network that provides access to consolidated, block level storage. SANs primarily are used to make storage devices (such as disk arrays, tape libraries, and optical jukeboxes) accessible to servers so that the devices appear as locally attached to the operating system. A SAN typically has its own network of storage devices that are generally not accessible through the regular network by regular devices.
  • SATA: Serial Advanced Technology Attachment or Serial ATA. An interface used to connect ATA hard drives to a computer’s motherboard that provides a better, more efficient interface; Serial ATA is likely to replace the previous standard, Parallel ATA (PATA), which has become dated.
  • scheduled data export: Specifies a schedule when export sets will be run. A single export can be scheduled or regular intervals can be scheduled with support for including only delta records.
  • scheduled data import: Specifies when to import data from data sources. Transform maps are applied to the imported data before writing the data to the target table.
  • scheduled email of report: Defines the frequency at which reports are run and the results sent as PDF files by email to recipients.
  • scheduled job: A record that performs a given task based on a schedule. Scheduled jobs can generate and distribute reports, generate records from templates, or run a script.
  • scheduled script execution: A record that executes a server-side script based on a schedule.
  • scope: See application scope.
  • screen UI policy: Client-side logic that controls which fields are visible or mandatory on mobile app screens.
  • script action: Server-side JavaScript that is executed when a particular event is generated.
  • Script Debugger: Tool for debugging server-side JavaScript using breakpoints.
  • script include: Reusable, server-side JavaScript that executes on request. Each script include defines either an object class or a function.
  • script tree: A collapsible pane on the side of a script field that can be used to insert fields, methods, and properties into a script.
  • scripted REST API: Enables defining service endpoints, query parameters, and headers for a scripted web service API, as well as scripts to manage the request and response. Listed in the Scripted REST APIs [sys_ws_definition] table.
  • scripted web service: Enables developers to create their own APIs on the Now Platform. Third-party applications use scripted web services to access records in ServiceNow tables.
  • Scripts – Background: Module for executing server-side JavaScript on demand. Developers can specify the scope to use when executing the code.
  • SDP
  • Security Management Information System
  • Security Review
  • Security Incident
  • Self-Extracting File: A type of compressed executable file launched by double-clicking on the file name, to begin the decompression process; no other decompression utility is required. Example: on IBM PC or compatibles, certain files with an “.exe” extension and on Macintoshes, all files with a “.sea” extension. 
  • Self-service:  Modern Service Management is focused on Application Aligned, Artificial Intelligence enhanced resources presented naturally, in contract to the more traditional IT,s portal based search and serve functionality. Self-service allows customers independent empowerment to resolve issues with information about products and services and automating frequently made requests and tasks. ServiceNow enables your customers to log into a Customer Service Portal, efficiently access existing information in Communities and Knowledge Management, as well as to use automation to perform common tasks via the Service Catalog and Virtual Agent.
  • Server Script: A JavaScript script that is processed by the server.
  • service: An application or feature that performs activities in support of either business applications or the Now Platform.
  • Service Architecture
  • Service
  • Service Acceptance Criteria (SAC)
  • Service Activation
  • Service Architecture
  • Service Asset and Configuration Management
  • Service Assessment
  • Service Capacity Management
  • Service Catalog Management
  • Service Creator: Enables a department to offer custom services through the service catalog, for example, an HR department offering tuition reimbursement for further education. Each published service has an associated record producer catalog item. Users designated as managers and editors create and design these catalog items. End users can request services by ordering the catalog item.
  • Service Design Package (SDP)
  • Service Desk
  • Service Improvement Plan (SIP)
  • Service Knowledge Management System (SKMS)
  • Service Portal: A ServiceNow user interface (UI), built using the Service Portal framework, that provides an alternative user experience to the standard UI. It enables users to interact with the underlying Now Platform using a minimum number of clicks from any device: desktop, tablet, or smartphone.
    • Service Portal page: Houses containers, rows, and columns, which then contain widgets. By designing the layout of the page and the widgets within it, developers construct the desired user experience. Pages are reusable across portals.
  • ServiceNow application repository: Location for customers to publish their custom applications. Published applications can be installed on any of the customer’s corporate instances.
  • ServiceNow Studio: Provides an Integrated Development Environment (IDE)-like interface for application developers to create, review, and update application files in one centralized location from a tabbed environment.
  • Service Stability: Modern service Management embraces a resilient Design for Failure process, compared to the more traditional, “Design for Success (HA and Redundant). 
  • Skill-based routing: The ability to auto-assign and route tasks to the most qualified agent based on the skills required to perform a task. As an example of a skill-based work assignment, you can configure the routing of cases from a particular country to agents who speak that country’s language.
  • session debug: Displays debugging messages in the user interface. When enabled, session debugging is active during the user session or until disabled. Activate using the System Diagnostics application.
  • session log [JavaScript Debugger]: Tab in the JavaScript Debugger for viewing transactions and other session-related information. Developers can select which data to view.
  • Settings [App Engine Studio]: A tab in the Catalog editor used to configure the behavior of a Catalog Item. Creators can adjust the Portal settings to customize the checkout area of a Catalog Item.
  • Hide ‘Add to wishlist’: Select to hide the Add to wish list button on the Catalog Item.
  • Hide attachment: Select to hide the Add attachments button on the Catalog Item.
  • Make attachment mandatory: Select to make adding an attachment mandatory for a Catalog Item.
  • slushbucket: A slushbucket is a two-column interface for choosing multiple selections from an available pool of items.
  • SOAP Message: A record that stores details on how to interact with an external web service through SOAP.
  • source control: The management of code and changes to the code of an application.
  • spoke: A scoped application containing Flow Designer content dedicated to a particular application or record type.
  • Spyware: Any software that covertly gathers user information, usually for advertising purposes, through the user’s Internet connection.
  • SSID: Service Set Identifier; a name that identifies a wireless network. 
  • stash: Changes to an application saved locally without committing to a source control repository. Developers can stash work, work on a different branch, and then reapply the changes captured in the stash later.
  • state [Now Experience UI Framework]: The properties and property values for a custom component.
  • step: See action step.
  • step configuration [ATF]: A specific test action that the Automated Test Framework can run. Step configurations do not contain any runtime test data and can be run only when test designers add them as part of a test step. Each step configuration is a record in the Test Step Config [sys_atf_step_config] table, which specifies the input variables used to run the step configuration and the output variables available to other step configurations.
  • step result: Stores the output of a test step run. Each step result is a record in the Step Result [sys_atf_test_result_step] table that specifies the status of the test step, a summary of the output, and a complete log of the output generated by the test step. Use step results to identify failures and functionality needing review.
  • step variable: Stores step-specific input and output values. Use step variables to specify a particular test step target or to pass information to other test steps.
  • Studio: See ServiceNow Studio.
  • style: A control to specify the appearance of a particular field.
  • style sheet [Service Portal]: A CSS record that can be added to any Service Portal page or component to overwrite the theme.
  • subflow: An automated process consisting of a sequence of reusable actions and specific data inputs that allow the process to be started from a flow, subflow, or script. Subflows automate generic business logic that can be applied to multiple applications or processes.
  • Support: Modern Service Management Support  is focused on customer experience, more natural self service enablement as opposed to the more traditional ServiceDesk / Contact Center experience of forced all requests be directed to the help desk, build products for self support as part of the design.
  • sys_id: Each record in ServiceNow is identified by a unique 32-character GUID (Globally Unique ID) called a sys_id. The same sys_id value is never generated twice, ensuring every record created in every table in every instance of ServiceNow in the world has a unique identifying value.
  • system property: See application property.
  • system property category: Groups application properties into sections on a page

BACK TO TOP | T

  • T-1 carrier: A dedicated phone connection supporting data rates of 1.544Mbits per second; T-1 lines are a popular leased line option for businesses connecting to the Internet and for Internet Service Providers connecting to the Internet backbone. Sometimes referred to as a DS1 line. 
  • T-3 carrier: A dedicated phone connection supporting data rates of about 43 Mbps; T-3 lines are used mainly by Internet Service Providers connecting to the Internet backbone and for the backbone itself. Sometimes referred to as a DS3 line. 
  • 10Base-T: An adaptation of the Ethernet standard for Local Area Networks that refers to running Ethernet over twisted pair wires. Students planning on using ResNet from a residence hall must be certain to use an Ethernet adapter that is 10Base-T compatible and not BNC (used with 10Base-2 Ethernet systems). 
  • table: Related data held in a table format within a database. A table is made up of columns and rows.
    • table column: A set of data values, all of a single type, in a table. Columns define the data in a table.
    • table row: A single structured data item in a table. Rows, also known as records, are used to populate data into a table.
    • table transform map: See transform map.
  • tag [source control]: A fixed set of committed application files from a source control repository.
  • target [export]: The file on a MID Server where exported data will be written.
  • target [import]: The table defined in a transform map to receive imported records.
  • TCP/IP: Transmission Control Protocol/Internet Protocol; an agreed upon set of rules that tells computers how to exchange information over the Internet. Other Internet protocols like FTP, Gopher, and HTTP sit on top of TCP/IP. 
  • template: Predefined values to populate a form with record data.
  • test [ATF]: A logical grouping of related automated test steps that verify some functionality or feature. Each test is a record in the Test [sys_atf_test] table. Test designers typically create a test to verify one feature or a group of related features.
    • test result: Stores the output of a test or test suite run. Each test result is a record in the Test Result [sys_atf_test_result] table that specifies the duration of the test run, the status of the test, and screenshots where available. Use test results to identify failing or non-running tests. Use the test logs to see more information about test results. By default, the system deletes test and test suite results 30 days after creation unless you enable the option to retain the test result indefinitely.
    • test step: Combines a step configuration with the runtime test data necessary to run a step. The test step always specifies the order in which it runs in the test. Test steps have their own related list of step results. Each test step is a record in the Test Step [sys_atf_step] table that specifies a test action, the step configuration, and an execution order. Test designers add test steps to tests to verify functionality.
  • test suite: A collection of tests that run in a specific order. Test designers typically create a test suite to test an application or a group of related features. Test designers can schedule running test suites and starting any required client test runners.
  • theme [Service Portal]: CSS defined in the CSS variables field in the Themes table [sp_theme] that sets the appearance of a portal and portal widgets.
  • token: A group of bits transferred between computers on a token-ring network. Whichever computer has the token can send data to the other systems on the network which ensures only one computer can send data at a time. A token may also refer to a network security card, also known as a hard token. 
  • topic [Virtual Agent]: A blueprint that defines the dialog between Virtual Agent and a user to accomplish a goal. A topic has topic properties and a topic flow.
    • topic flow [Virtual Agent]: The component of a topic that describes the possible paths that a user’s conversation with Virtual Agent can take.
    • topic properties [Virtual Agent]: The configuration values for a property that identify the name and description for the topic along with who can interact with a topic and when the topic should run.
  • tracked customizations: Customizations to tables that are recorded in update sets.
  • transaction: Any foreground process requested by the user (URL request).
    • transaction quota: Specifies when to cancel a transaction. The system cancels any transaction that matches the conditions of a transaction quota rule.
  • transform map: A set of field maps that determine the relationships between fields in an import set and fields in an existing ServiceNow table, such as Incident [incident] or User [sys_user]. After creating a transform map, you can reuse it to map data from another import set to the same table.
  • trigger [Flow Designer]: The record, date, or application conditions that are met to initiate the execution of a flow.
  • Trojan horse: A harmless-looking program designed to trick you into thinking it is something you want, but which performs harmful acts when it runs. 
  • Twitter: A service that allows users to stay connected with each other by posting updates, or “tweets,” using a computer or cell phone or by viewing updates posted by other users. 
    • tweet: An update of 140 characters or less published by a Twitter user meant to answer the question, “What are you doing?” which provides other users with information about you. 
  • two-factor authentication: An extra level of security achieved using a security token device; users have a personal identification number (PIN) that identifies them as the owner of a particular token. The token displays a number which is entered following the PIN number to uniquely identify the owner to a particular network service. The identification number for each user is changed frequently, usually every few minutes.

BACK TO TOP | U

  • UI Action: An interactive component on a form or list that performs a specific action. UI actions include the buttons, links, and context menu items on forms and lists.
  • UI Action Visibility: A related list on UI Action forms used to restrict the view of UI Actions using include and exclude rules. If there are no rules configured for a UI Action, the UI Action will appear in all form views.
    • Include: Rule that allows UI Actions to display on specified form views.
    • Exclude: Rule that prevents UI Actions from displaying on specified form views.
  • UI Builder (UIB): A WYSIWYG web user interface builder. UI Builder enables developers to build new pages or customize existing pages for Agent Workspace and portals using Now Experience UI Framework components.
  • UI formatter: A form element used to display information that is not a field in the record. You add formatters to a form by configuring the form.
  • UI macro: A discrete scripted component that administrators can add to the user interface. UI macros are typically controls that provide inputs or information not provided by existing field types.
  • UI page: A collection of custom HTML and script content that displays UI components. Creating UI pages requires a knowledge of HTML or Jelly. You can also create simple AngularJS applications using UI pages.
  • UI policy: Dynamically changes the behavior of information on a form and controls custom process flows for tasks. For example, you can use UI policies to make a field on a form read-only, make a field mandatory, and hide other fields. Basic UI policies do not require any scripting; however, for more advanced actions, use the Run scripts option.
  • UI script: A reusable client-side JavaScript script that changes the behavior of UI components. Administrators can run UI scripts from client scripts, from other client-side script objects, and from HTML code in UI pages.
  • Unified desktop: A single interface that consolidates and integrates customer service applications for agents. The ServiceNow Agent Workspace is a configurable user interface that gives agents a fully integrated, intuitive user experience.
  • UNIX: A popular multitasking computer system often used as a server for electronic mail or for a web site. UNIX also is the leading operating system for workstations, although increasingly there is competition from Windows NT which offers many of the same features while running on an PC or compatible computer. 
  • update set: A collection of customizations made to a customer instance that can be transferred to another instance. When an instance is customized, the change is added automatically to the current update set. There can be only one current update set per user at a time.
  • update set batch: A group of update sets related by the Parent field. Used to move multiple related update sets between instances.
  • update set picker: A choice list in the instance header bar that enables the user to select the update set that stores customizations the user makes.
  • update source: A ServiceNow instance that the current instance can retrieve update sets from.
  • username: A name used in conjunction with a password to gain access to a computer system or a network service.
  • URL: Uniform Resource Locator; a means of identifying resources on the Internet. A full URL consists of three parts: the protocol (e.g., FTP, gopher, http, nntp, telnet); the server name and address; and the item’s path. The protocol describes the type of item and is always followed by a colon (:). The server name and address identifies the computer where the information is stored and is preceded by two slashes (//). The path shows where an item is stored on the server and what the file is called; each segment of the location s preceded by a single slash

BACK TO TOP | V

  • Validation script: A client script that validates field values as users enter them. When a field value fails validation, the script produces an error and prevents users from saving the record.
  • Variable set: A group of variables that can be shared between catalog items.
  • Variant [UI Builder]: A version of a UI Builder page, such as a 404 page, with access controlled by role or condition. Under differing conditions, users see different versions of the page.
  • VDI: Virtual Desktop Infrastructure or “VDI,” is a desktop-centric service that hosts users’ desktop environments on remote servers and/or blade PCs, which are accessed over a network using a remote display protocol.
  • View [database]: Defines table joins for reporting purposes.
  • View [form or list]: An alternate layout for presentation of a record’s data. Different user profiles use different views to see data from the same record.
  • View [Now Experience UI Framework]: JSX function describing what a component looks like when rendered.
  • View rule: When a user switches form or list views, the selected view is saved as a user preference, so the user sees the same view by default when the form or list opens. View rules override this functionality to force a specified view to be used.
  • Virtual agent: A conversational bot platform that provides user assistance through conversations in a messaging interface.
  • Virtualization: Virtualization is the creation of a virtual (rather than actual) version of something, such as a hardware platform, operating system, a storage device or network resources. In hardware virtualization, the term host machine refers to the actual machine on which the virtualization takes place; the term guest machine, however, refers to the virtual machine. Likewise, the adjectives host and guest are used to help distinguish the software that runs on the actual machine from the software that runs on the virtual machine. The software or firmware that creates a virtual machine on the host hardware is called a hypervisor or Virtual Machine Monitor.
  • Virtual agent: Also referred to as “chatbot” or “virtual assistant,” virtual agents interface with the customer to quickly get them what they need. The ServiceNow Virtual Agent allows organizations to design and build automated conversations to help customers quickly access information, run applications such as performance diagnostics, or process transactions such as creating or looking up a case.
  • Virtual classroom: An online environment where students can have access to learning tools any time. Interaction between the instructor and the class participants can be via e-mail, chat, discussion group, etc.
  • Virtual hosting: Virtual hosting is a method for hosting multiple domain names on a computer using a single IP address. This allows one machine to share its resources, such as memory and processor cycles, to use its resources more efficiently. 
  • Virtual memory: A technique that enables a certain portion of hard disk space to be used as auxiliary memory so that your computer can access larger amounts of data than its main memory can hold at one time. 
  • Virtual reality:  An artificial environment created with computer hardware and software to simulate the look and feel of a real environment. A user wears specialty 3D devices including  earphone, a special pair of gloves, and goggles to create a 3D experience.
  • virus: A program intended to alter data on a computer in an invisible fashion, usually for mischievous or destructive purposes. Viruses are often transferred across the Internet as well as by infected diskettes and can affect almost every type of computer. Special antivirus programs are used to detect and eliminate them. 
  • Visual Task Board (VTB): An interactive graphic interface that simplifies the navigation of multiple task records, lists, and forms. The ServiceNow Visual Task Board provides a graphic-rich experience that enables the management and assignment of tasks across the enterprise and provides visibility into the status of those tasks.
  • VoIP: Voice over Internet Protocol; a means of using the Internet as the transmission medium for phone calls. An advantage is you do not incur any additional surcharges beyond the cost of your Internet access. 
  • VPN: Virtual Private Networking; a means of securely accessing resources on a network by connecting to a remote access server through the Internet or other network. 

BACK TO TOP | W

  • WAIS: Wide Area Information Server; a program for finding documents on the Internet. Usually found on gopher servers to enable searching text-based documents for a particular keyword. 
  • WAN: Wide Area Network; a group of networked computers covering a large geographical area (e.g., the Internet). 
  • WAP: Wireless Application Protocol; a set of communication protocols for enabling wireless access to the Internet. 
  • Web Service: Allows diverse applications to communicate with each other. ServiceNow supports both inbound (provider) and outbound (consumer) web services.
  • WEP: Wired Equivalent Privacy; a security protocol for wireless local area networks defined in the 802.11b standard. WEP provides the same level of security as that of a wired LAN. 
  • widget [Performance Analytics]: A Performance Analytics widget determines how data is presented on dashboards. Configure widgets to view, set up, edit, and manage properties for dashboards and visualization types: time series, scores, lists, and breakdowns.
  • widget [Service Portal]: A Service Portal widget is an interactive component in the Service Portal user interface. You can define what a widget does using HTML templates, CSS, client scripts, server scripts, and JavaScript dependencies. From an AngularJS standpoint, widgets are a superset of an Angular directive.
    • widget dependency: Links JavaScript and CSS files to widgets to create dependencies between widgets and third-party libraries, external style sheets, and angular modules.
    • widget editor: The application for editing Service Portal widget components.
    • widget option schema: Defines the user-configurable fields for a Service Portal widget, for example, how many records a list widget displays.
    • widget options: Developer-settable parameters that enable each Service Portal widget instance to be uniquely configured.
  • wi-fi: Wireless Fidelity; A generic term from the Wi-Fi Alliance that refers to of any type of 802.11 network (e.g., 802.11b, 802.11a, dual-band, etc.). Products approved as “Wi-Fi Certified” (a registered trademark) are certified as interoperable with each other for wireless communications. 
  • wild card: A special character provided by an operating system or a particular program that is used to identify a group of files or directories with a similar characteristic. Useful if you want to perform the same operation simultaneously on more than one file. Example: the asterisk (*) that can be used in DOS to specify a group of files such as *.txt. 
  • WLAN:  Wireless Local Area Network; the computers and devices that make up a wireless network. 
  • Workflow: A sequence of activities to automate processes in applications. Workflows are documented for standardization, clarity, automation.  
    • workflow context: A workflow’s runtime environment. The runtime environment, once launched, is unaffected by workflow version changes.
    • workflow editor: The interface used to visually define a workflow.
    • workflow schedule: A record that configures a workflow to run on a schedule.
    • workflow version: A record that stores the workflow configuration when published or checked out. Only one published workflow version can be active at a time. Only one checked out workflow version can exist at a time.
  • Worm:  A program that makes copies of itself and can spread outside your operating system worms can damage computer data and security in much the same way as viruses. 
  • WPA: Wi-Fi Protected Access; a standard designed to improve on the security features of WEP. 

BACK TO TOP | X

  • XHTML: Extensible Hypertext Markup Language. A spinoff of the hypertext markup language (HTML) used for creating Web pages. It is based on the HTML 4.0 syntax, but has been modified to follow the guidelines of XML and is sometimes referred to as HTML 5.0. 
  • XML: Extensible Markup Language; A markup language for coding web documents that allows designers to create their own customized tags for structuring a page.

BACK TO TOP | Y

BACK TO TOP | Z

  • zero-day: zero-day (or zero-hour or day zero) attack, threat or virus is a computer threat that tries to exploit computer application vulnerabilities that are unknown to others or the software developer, also called zero-day vulnerabilities. Zero-day exploits (actual software that uses a security hole to carry out an attack) are used or shared by attackers before the developer of the target software knows about the vulnerability.

# |   A  B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z

#

A

  • Acceptance Test
  • Access [App Engine Studio]: A tab in the ServiceNow Catalog editor used to select which users or groups can access a Catalog Item.
  • Access Management
    • Access Control List (ACL): A group of Access Control rules applied to a resource.
    • Access Control rule: Controls the data that users can access and the access operations, such as create or update, that are allowed. Access Control rules require users to pass a set of requirements to gain access to particular data.
    • Access Manager
  • Access point:  A device that allows wireless-equipped computers and other devices to communicate with a wired network.  
  • action [Flow Designer]: A reusable operation used in Flow Designer flows or subflows.
  • action (mobile): Encapsulates action items into buttons on mobile screens.
  • Action Designer: The Flow Designer environment for creating and editing actions. Use Action Designer to add actions to a flow.
  • action item: Defines a database operation allowed on a table’s records in mobile application screens. Action items can be used to create, update, or delete a record.
  • action item parameter: Enables users to enter values for fields when invoking action items in mobile applications. Most action items use user-supplied values rather than hard-coded values to set field values at runtime.
  • Action name: ServiceNow Defines a name to use when referencing a UI Action in scripts.
  • action parameter mapping: ServiceNow  Maps action item parameters to UI parameters. UI parameters prompt users to enter values. Action parameter mappings map user-entered values to parameters in action items.
  • action.setRedirectURL(): A ServiceNow method used to specify the page to open after a UI Action executes.
  • action.setReturnURL(): A ServiceNow method used to specify the page to open when users click the back button on a redirect page after a UI Action executes.
  • action step: A ServiceNow action step, or step, is a single reusable operation within an action. Action steps require subject matter expertise with application tables, fields, and business logic. Application developers or IT generalists add action steps to actions in the Action Designer design environment.
  • ActiveX: A technology from Microsoft that links desktop applications to the World Wide Web. Using ActiveX tools, interactive web content can be created. Example: In addition to viewing Word and Excel documents from within a browser, additional functionality such as animation, credit card transactions, or spreadsheet calculations. 
  • admin: A ServiceNow user with the admin (administrator) role in ServiceNow has permission to perform almost all functions. The term “admin” usually includes both the global admin and the admin for a given application. For example, both the admin and catalog_admin roles have rights to administer the service catalog.
  • Agent Workspace: a ServiceNow suite of tools that provides agents, case managers, help desk professionals, and managers quick access to what they need to help answer customer questions and resolve customer problems.
  • alias: A short, easy to remember name created for use in place of a longer, more complicated name; commonly used in e-mail applications. Also referred to as a “nickname” 
  • Analytics Hub: The ServiceNow user interface for assessing, comparing, and predicting the performance of Performance Analytics indicators over time. Analytics Hub displays data for a single indicator.
  • API Explorer: See REST API Explorer.
  • applet:  Users access mobile application data through mini applications called applets.
    • applet launcher: A page of related applets that a user accesses from the mobile navigation bar.
    • applet parameters: Provide values to data item parameters at runtime. Applet parameter values are typically entered by users but can be hard-coded.
  • Application: A packaged set of configuration records that provides a business solution.
    • Application Explorer: The navigation pane on the left side of the Studio screen that displays a list of application files.
    • Application File: Configuration records that enable developers to extend application functionality. Application developers create application files when they add configuration records for application logic such as business rules, workflows, and script includes.
    • Application menu: A grouping of modules as they appear in the Application Navigator. Users may refer to an Application menu as simply an application.
    • Application Navigator: The navigation pane on the left side of the ServiceNow screen that displays a searchable list of applications and modules, user favorites, and recently visited pages.
    • Application picker: Enables application developers to view and select the application where their changes apply. The application picker is available from the Developer pane of the System menu.
    • Application Properties: Configurable application parameters to change an application’s behavior. Typically, only application administrators can read and write application properties. Application properties are records in the sys_properties table.
    • Application Repository: See ServiceNow application repository.
    • Application Scope: A unique namespace and a set of permissions to access application files and data. Developers can specify the data that is accessible to other applications from the application record or from each table record.
  • Architecture Management
  • Artificial intelligence (AI): AI can simulate human intelligence and do mundane or data-intensive tasks without boredom or burnout. With today’s abundance of data (and increasing customer expectations), AI is needed to achieve dramatic efficiency gains and improve customer and agent experiences.
  • Assert type: The ServiceNow Assert type field specifies the conditions that must be met for an Automated Test Framework test to pass. Test designers can use assertions to specify whether the results of an operation are expected or unexpected. For example, if you wanted to verify that a record cannot be updated, you would add a Record Insert test step and set the Assert type field to Record was not inserted. The test would pass when the record insert failed.
  • Asset Management and Configuration Management: Modern Service Management is most focused on Prescriptive, Declarative, Automated Service Management over the more traditionally discovered manual configuration.  This is because the data of Asset and Configuration needs to be viewed with the rate of change on people owning a product, the product itself, and the services it supports having its own rate of change that must be kept current.
  • Authentication: The process of identifying yourself and the verification that you’re who you say you are. Computers where restricted information is stored may require you to enter your username and password to gain access. 
  • Automation: The process of converting high-touch and largely manual business processes into faster and smoother low-touch digital workflows. If you’ve handed over control of certain processes to your customer service system, you’ve already stepped into the world of automation. For customer service, examples in ServiceNow Customer Service Management include providing a customer self-service option in a service catalog without contacting an agent, routing a customer to the agent best able to help them, and creating tasks for other departments necessary for solving the customer’s problem.
    • automation task: See ServiceNow scheduled job.
    • Automated Test Framework (ATF):  ServiceNow Enables you to create and run automated tests to confirm that your instance works after making a change. Examine failed test results to identify the changes that caused the failure and the changes that you should review.
  • Availability Management Information System

BACK TO TOPB

  • bandwidth:  A measurement of the amount of data that can be transmitted over a network at any given time. The higher the network’s bandwidth, the greater the volume of data that can be transmitted. 
  • base class: A ServiceNow table that is extended but does not extend any other tables.
  • Baseline
  • BCP: Business Continuity Plan, or “BCP,” is a set of documents, instructions, and procedures which enable a business to respond to accidents, disasters, emergencies, and/or threats without any stoppage or hindrance in its key operations. It is also called a business resumption plan, disaster recovery plan, or recovery plan. 
  • bit: A binary digit (either 0 or 1); it is the most basic unit of data that can be recognized and processed by a computer. 
  • blended learning:  Instruction that combines aspects of both face-to-face (F2F) and online learning experiences. An increasing number of courses at OSU now offer this type of mix.
  • bluetooth: A wireless networking technology that allows users to send voice and data from one electronic device to another via radio waves. 
  • boolean logic: A form of algebra in which all values are reduced to either true/false, yes/no, on/off, or 1/0. 
  • base class: A ServiceNow table that is extended but does not extend any other tables.
  • branch: A ServiceNow source control term for work in progress on an application that is separate from the released application code.
  • breakdown: ServiceNow Groups or filters indicator scores for more detailed analysis and groups the scores by the breakdown elements.
  • breakdown element: The ServiceNow values for a breakdown.
  • breakpoint [JavaScript Debugger]: ServiceNow Pauses script execution in the JavaScript Debugger to allow examining variables and their values during runtime.
  • bucket group: ServiceNow Gathers data into groups when the breakdown element for grouping scores is not available in a table in the application. For example, a bucket group might be an hourly chart showing how busy a store is throughout the day.
  • business rule: ServiceNow Server-side logic or JavaScript configured to run when a record is inserted, updated, or deleted, has occurred. In the case of a query, the business rule should run before the database operation so that the data returned to users is appropriate to their system privileges (user roles). A typical business rule might execute after a user updates an incident or escalates the priority of a change request.
  • before: Execute business rule logic before performing the database operation.
  • After: Execute business rule logic immediately after the database operation.
  • async: Execute business rule logic on a different processing thread in near real time after the database operation. When the execution occurs depends on the scheduled job scheduler.
  • display: Pass the display object, g_ scratchpad to the calling client-side script.
  • buffer: On a multitasking system, a certain amount of RAM that is allocated as a temporary holding area so that the CPU can manipulate data before transferring it to a particular device. 
  • buffered: Data that is collected but not made immediately available. Compare to a language translator who listens to a whole statement before repeating what the speaker has said rather than providing a word-by-word translation. Example: Streaming media data viewable using a tool like RealMedia Player is buffered. 
  • Business Capacity Management
  • Business Continuity Strategy
  • Business Impact and Risk Analysis
  • Business Planning Information
  • Business Process: A collection of related tasks which enable the delivery of a service or product. A business process is a set of activities and tasks that, once completed, will accomplish an organizational goal. The process must involve clearly defined inputs and a single output.
    • Business Service Manager (BSM) Liaison between IT and the Business, responsible for defining. Guiding and managing Business Process
  • Business Relationship Management
  • Business Service: A service with a clear relationship to a line to the business value chain, interfacing closely with explicit business processes. The provision of all logistic components underpinning the sale of consumer goods is a typical example of a business service.
  • Business SME: Subject Matter Expert with specialty Business Process and Application-Level Expertise.
  • BYOD: Bring Your Own Device or “BYOD” is a business and technology policy that allows employees to bring in personal mobile devices and use these devices to access company data, email, etc.
  • byte: A group of adjacent binary digits that a computer processes as a unit to form a character such as the letter “C”. A byte consists of eight bits.

BACK TO TOPC

  • CAB
  • Canvas (ServiceNow)
    • canvas [Virtual Agent]: The work area for creating a topic flow in Virtual Agent Designer.
    • canvas [Workflow]: The work area for creating workflows in the Workflow Editor.
  • cache:
    Refers to: 1) a region of computer memory where frequently accessed data can be stored for rapid access; or 2) a optional file on your hard drive where such data also can be stored. Examples: Internet Explorer and Firefox have options for defining both memory and disk cache. The act of storing data for fast retrieval is called “caching”. 
  • Capacity Management Information System
  • Catalog, Service (ServiceNow)
    • catalog [Service Catalog]: A section of the service catalog where users can order items and services.
    • catalog client scripts: Scripts for adding dynamic effects and validation to service catalog forms. These scripts apply to service catalog items or variable sets. (Standard client scripts use tables.)
    • Catalog Item [Service Catalog]: A form that describes a good or service a user can order in the service catalog.
    • catalog UI policy [Service Catalog]: Controls to specify which fields are visible when viewing catalog items, catalog tasks, and requested item tasks.
    • category [Service Catalog]: A bucket to organize catalog items.
  • CBT: Computer-Based Training; a type of training in which a student learns a particular application by using special programs on a computer. Sometimes referred to as “CAI” (Computer-Assisted Instruction) or “CBI” (Computer-Based Instruction), although these two terms may also be used to describe a computer program used to assist a teacher or trainer in classroom instruction. 
  • CGI: Common Gateway Interface; a mechanism used by most web servers to process data received from a client browser (e.g., a user). CGI scripts contain the instructions that tell the web server what to do with the data. 
  • Change
  • Change Management
  • Chart: A visual representation of data in a report or on a form.
  • CI (Configuration Item)
    • Configuration Analyst: Assist with CMDB process compliance, initial loading of data into the CMDB. And audits/reports to ensure CMDB accuracy.
    • Configuration Manager: Provides process design and improvement guidance. Accountable for effective end-to-end Configuration Management process. Ensures successful Configuration Management Process success, act as process advocate  
  • class (script): Some script types, such as script Includes and installation exits, create or extend JavaScript classes and can be instantiated in other script types.
  • class (table): A table that extends or is extended by another table.
  • Client (Contract Partner)
  • client script: Client-side JavaScript that runs in a browser. ServiceNow supports the following script types:
    • onLoad() runs when a form is loaded.
    • onChange() runs when a form’s field value changes.
    • onSubmit() runs when a form is saved, submitted, or updated.
    • onCellEdit() runs when a cell value on a list changes.
  • client test runner: A browser tab that runs client-side test steps in Automated Test Framework. Client test runners require a browser tab to function. If no client test runner is available when you run a test, you are prompted to open one.
    • Testers can manually start a client test runner or select an existing client test runner. Test designers can schedule starting client test runners when they schedule running a test suite.
  • client-server technology: Refers to a connection between networked computers in which the services of one computer (the server) are requested by the other (the client). Information obtained is then processed locally on the client computer. 
  • cloud computing: A general term used to describe Internet services such as social networking services (e.g., Facebook and Twitter), online backup services, and applications that run within a Web browser. Cloud computing also includes computer networks that are connected over the Internet for server redundancy or cluster computing purposes. 
  • coalesce: The method by which import sets may update existing records in a destination production table rather than simply inserting new records. When coalescence is configured for a field, the import set application attempts to match the source value to the current target value on a production table for updating. If the source value does not match, a record is created.
  • collision: A collision occurs when data being imported into a ServiceNow table conflicts with a record already in the target table.
  • commit: The act of making changes part of the working branch of a source control repository. Add a commit message to describe the committed changes.
  • Common Service Data Model (CSDM) 2.0
  • component library [Now Experience UI Framework]: ServiceNow Reusable building blocks for creating custom components.
  • component playground [Now Experience UI Framework]: ServiceNow An interactive tool, on the ServiceNow Developer Site, for configuring library components
  • Conditional breakpoint [JavaScript Debugger]: Pauses script execution in the JavaScript Debugger when a condition script evaluates to true to allow examining variables and their values during runtime.
  • configuration item (CI): A physical entity, such as a computer or router; a logical entity, such as an instance of a database; or a conceptual entity, such as a requisition service. CIs can be managed and tracked through Configuration Management and stored in the Configuration Management database (CMDB).
  • Configuration management database (CMDB): The ability to build logical representations of customers’ assets, devices, infrastructure, or services, and the relationships between them.  These details help to pinpoint specific issues for a customer, especially when those assets are being operationally monitored.  This information can also be tied to service level agreements (SLAs) to ensure assets are being maintained or services delivered as defined.
  • CI Class Configuration Items
  • Attributes
  • Relationships
  • CMS Change Policy
  • Compliance Management
  • Component Capacity Management
  • Config Management Database (CMDB)
  • Conflict [source control]: A conflict occurs when a single application file is updated by multiple developers concurrently.
  • Connection & credential alias: A pointer to a connection definition and credential record to use in IntegrationHub steps.
  • Connection attribute: A connection-specific variable to pass values to IntegrationHub steps.
  • Console Debugger [JavaScript Debugger]: Console window that allows expression evaluation in real time when paused at a breakpoint. Evaluation happens in the scope, context, and thread in which execution is paused.
  • Container [Service Portal]: Divides a ServiceNow Service Portal page into sections. A container can contain between one and six columns of widgets.
  • Content item [Service Catalog]: A ServiceNow record that provides information in the service catalog.
  • context: See workflow context.
  • context menu: Controls for a list or form specific to the selected table or record.
  • Continual improvement management (CIM): The ability to initiate and track improvements across the enterprise by aligning people, processes, and data. Enablement of the CIM application allows a company to set up roles, groups, and integration properties. Next, the company can track improvement initiatives that contain goals to measure success, along with phases with specific tasks and actions to complete the improvement.
  • control [Virtual Agent]: An operation used in Virtual Agent topic flows.
  • conversation [Virtual Agent)]: An instance of a topic flow created when a user initiates a session with Virtual Agent.
  • core action: An action in ServiceNow that is available to any flow that cannot be viewed or edited from the Action Designer design environment.
  • credential: A record that stores the details needed to authenticate to an external platform.
  • cross-origin resource sharing rules (CORS): Control which domains can access specific REST API endpoints in ServiceNow.
  • cross-scope privilege: Specifies whether access is allowed to cross-scope resources. Cross-scope resources are application files which exist in different application scopes.
  • current update set: An update set that has been selected using the Update Set Picker. User customizations will be added to the user’s current update set.
  • custom application: Any scoped application a developer creates on the Now Platform.
  • Customer service operations: The team responsible for helping a company’s customer service team be more productive, work more effectively, and deliver better service to customers through the use of new technologies.  For example, in a telecommunications company, customer service operations might both identify new technologies such as AI or chatbots to reduce agent load while serving customers faster as well as monitor customers’ products and services to avoid outages.
  • customizable record: A record that is tracked by update sets.
  • customization: A change to a customizable record.

BACK TO TOPD

  • DaaS: Desktop-as-a-Service – Also called virtual desktop or hosted desktop services, it is the outsourcing of a virtual desktop infrastructure (VDI) to a third- party service provider.  
  • Dashboard: A collection of visualizations grouped into a single location.
  • Database: A collection of information organized so that a computer application can quickly access selected information; it can be thought of as an electronic filing system. Traditional databases are organized by fields, records (a complete set of fields), and files (a collection of records). Alternatively, in a Hypertext database, any object (e.g., text, a picture, or a film) can be linked to any other object. 
  • Data Center: A data center (data centre / datacentre / datacenter) is a facility used to house computer systems and associated components, such as telecommunications and storage systems. It generally includes redundant or backup power supplies, redundant data communications connections, environmental controls (e.g., air conditioning, fire suppression) and security devices.
  • Data Collector: A scheduled job that collects data from indicator sources.
  • Data Item: Filtered sets of data from a table. Data items determine the information that is available to an applet.
  • Data Item Parameters: Data item parameters create variables that work with applet UI parameters to allow users to dynamically filter the data sent to an applet.
  • Data Lookup: A platform feature that sets one or more field values when certain conditions are met.
    • Data Lookup Definition: A control to automatically change field values based on data lookup rules.
  • Data Model: The table structure an application uses and the relationships between the application tables.
  • Data Pill: A visual representation of a variable in Automated Test Framework, Flow Designer, and Virtual Agent.
    • Data Pill  Picker: A ServiceNow interface to select a data pill related to a test, flow, action, subflow, topic flow, or related table.
  • Data Policy: Enforces data consistency by setting mandatory and read-only states for fields. Data policies can apply rules to all data entered into ServiceNow, including data brought in through import sets, web services, data entered through the mobile UI, or any process that inserts or updates data. Data policies can also act like UI policies.
  • Data Stream Action: ServiceNow IntegrationHub action for interacting with REST or SOAP web services that return responses larger than 10 MB or return paginated responses.
  • Data Source: A data source can be from a file or a Java Database Connectivity (JDBC) connection. Used to create an import set so that data can be processed, if necessary, prior to being mapped and imported into a target table. Data sources support the following remote file retrieval methods: FTP, FTPS (Auth SSL, Auth TLS, Implicit SSL, Implicit TLS), HTTP, HTTPS, SCP. They can be a file or a Java Database Connectivity (JDBC) connection.
  • Definition of Improvement Initiatives
  • Delegation:  Modern Service Management calls for more robust views into End-to-End Service delegation as opposed to the more traditionally dated IT Silos.  “Who owns delegation might be Service, Product or Process delegations of a Management or Operational level. 
    • Delegated Development: ServiceNow allows designated users without a system admin role to develop or deploy applications on the Now Platform.
  • Demand Management
  • Design Coordination
  • Destination [App Engine Studio]: A tab in the Catalog editor used to specify the table that will store the data captured in a Catalog Item.
  • Details [App Engine Studio]: A tab in the Catalog editor used to configure the Basic info and Item details for a Catalog Item.
  • Developer Pane: Group of settings in the System menu (gear icon in the ServiceNow banner) through which developers configure their system setting preferences.
  • Development/ Installation QA Documentation
  • Development Work Order
  • DHCP: Dynamic Host Configuration Protocol; a protocol that lets a server on a local network assign temporary IP addresses to a computer or other network devices. 
  • dictionary: A table, sys_dictionary, that describes the tables and fields in an instance. It stores field data types, character limits, default values, dependencies, and other attributes.
  • dictionary override: A declaration in a dictionary record for an extended table that overrides the dictionary entry inherited from the parent table.
  • Digital Asset: Intellectual content which has been digitized and can be referenced or retrieved online; for example, PowerPoint slides, audio or video files, or files created in a word processing application, etc. 
  • Digital workflows: Using software and other technology tools to automate underlying tasks, processes, and manual workflows. This allows humans to augment their capabilities with smart machines and shift their focus away from menial, repetitive tasks toward more creative and analytical work. Digital workflows are increasingly being adopted for automation to streamline processes across the enterprise. ServiceNow Workflow automates multistep processes across the platform consisting of a sequence of activities within a drag-and-drop interface.
  • Digitize: Sometimes referred to as digital imaging; the act of translating an image, a sound, or a video clip into digital format for use on a computer. Also used to describe the process of converting coordinates on a map to x,y coordinates for input to a computer. All data a computer processes must be digitally encoded as a series of zeroes and ones. 
  • Disaster Recovery is the process, policies and procedures related to preparing for recovery or continuation of technology infrastructure critical to an organization after a natural or human-induced disaster. Disaster recovery is a subset of business continuity. While business continuity involves planning for keeping all aspects of a business functioning in the midst of disruptive events, disaster recovery focuses on the IT or technology systems that support business functions.  
  • DNS: Domain Name System; a service for accessing a networked computer by name rather than by numerical, (IP) address.
  • Domain: Part of an Internet address. The network hierarchy consists of domains and subdomains. A unique section of a single instance used to separate data, processes, and UI elements while still sharing global properties and global processes across the entire instance.
    • Domain Hierarchy: The relationship structure between domains in a domain-separated instance. The hierarchy is created by the parent-child relationships between domains. Members of a domain see only data contained within their domain or the child domains that are lower in the domain hierarchy.
    • Domain Scope: Sets the domains a user can access in a domain-separated environment.
    • Domain Separation: Enables developers to separate data, processes, and administrative tasks into logical groupings called domains. Developers can then control the information available to each domain, including which users can see and access the data. Typically used only in Multiple Service Provider (MSP) organizations.
  • dot-walking: Describes the structure of a variable that contains one or more reference fields, separated by a dot for each table involved.
  • DRaaS: Disaster Recovery as a Service; a service that helps recover data in the event of a server failure or natural disaster.
  • Dynamic scheduling: The process of assigning tasks to field service technicians and optimizing agent schedules to accommodate new work and shifting priorities. Use it in tandem with ServiceNow Field Service Management to manage your end-to-end activities.

BACK TO TOPE

  • EAP: Extensible Authentication Protocol; a general protocol for authentication that also supports multiple authentication methods. 
  • ECC (External Communication Channel) Queue: A database table that is normally queried, updated, and inserted into by external systems such as the MID Server used for Discovery. The ECC Queue is the normal connection point between ServiceNow and external systems. Records saved to the Queue [ecc_queue] table are in the form of messages from external systems.
  • eLearning: Electronic learning; applies to a wide scope of processes including Web-based learning, computer-based instruction, virtual classrooms, and digital collaboration. Content may be delivered in a variety of ways including via the Internet, satellite broadcast, interactive TV, and DVD- or CD-ROMs.
  • email template: Reusable subject line and message body content for email notifications.
  • Embedded Help: A Now Platform feature that enables developers to add context-sensitive help to their applications. Users can choose whether to view the help.
  • Embedded Help qualifier: Determines the query parameter values to use when determining which Embedded Help page to display.
  • Embedded list: A related list on a form that acts like a field instead of as a related list.
  • Emergency Change
  • encryption: The manipulation of data to prevent accurate interpretation by all but those for whom the data is intended. 
  • Enterprise Architecture (EA)
  • event: A configured marker in JavaScript that triggers a notification or script action. Events are generated in business rules or other server-side scripts. Developers can use existing system events or create their own.
    • event log: A module that collects information when events are generated. This information includes when the event was generated, the name of the event, the values passed in the event parameters, and when the event was processed.
    • event registration: The act of adding an event to the event registry.
    • event registry: The table of events that ServiceNow processes respond to.
  • Event Management
  • Event Categorization Scheme
  • Event Filtering and Correlation Rules
  • Event Manager
  • Event Monitoring
  • Event Record
  • Event Review
  • execution plan: Simple, linear automated processes. Execution plans are deprecated. For new processes, use flows (Flow Designer) or workflows.
  • Experience [App Engine Studio]: A graphical interface users interact with to create workspaces, portals, catalog items, and applications accessible through a ServiceNow native mobile app.
  • export definition: Determines the data to include in an export set.
    • export set: Determines the data to export and the export target to use when exporting data.
    • export target: Specifies the target file on a MID server to which the export set data will be written.

BACK TO TOPF

  • Facilities Management
  • field: A field contains an individual item of data on a record in a table.
    • field status indicator: A colored symbol or vertical bar that might appear to the left of form elements. These indicators convey field status, such as mandatory, read-only, or modified. The appearance of field status indicators varies depending on the version of the UI in use.
    • field watcher: Tool for tracking and displaying all actions that the system performs on a selected form field. Administrators can use the field watcher to determine what happens to the field and how the value of the field changes when an event takes place. Administrators can also impersonate non-admin users to debug what happens when those users make changes on an instance.
    • filter navigator: Search field in the Application Navigator used to filter the list of modules and applications as you type. Can also be used to open forms and lists using shortcuts like incident.do or incident.LIST.
  • filter navigator: Search field in the Application Navigator used to filter the list of modules and applications as you type. Can also be used to open forms and lists using shortcuts like incident.do or incident.LIST.
  • Financial Management
  • firewall:  A method of preventing unauthorized access to or from a particular network; firewalls can be implemented in both hardware and software, or both. 
  • FireWire: A way to connect different pieces of equipment so they can quickly and easily share information. FireWire (also referred to as IEEE1394 High Performance Serial Bus) is very similar to USB. It preceded the development of USB when it was originally created in 1995 by Apple. FireWire devices are hot pluggable, which means they can be connected and disconnected any time, even with the power on. When a new FireWire device is connected to a computer, the operating system automatically detects it and prompts for the driver disk (thus the reference “plug-and play”). 
  • Flow: An automated process consisting of a sequence of actions and a trigger. Flows automate business logic for a particular application or process.
    • Flow Designer: A Now Platform feature for automating processes in a single design environment. Flow Designer enables process owners to automate approvals, tasks, notifications, and record operations.
    • Flow Execution Details: Flow execution details provide runtime information about an action or flow directly from the design environment, such as the current state, actions or steps run, and values produced. Open related records from embedded Now Platform editors or in a new tab.
  • form: A content page that displays fields and values for a single record from a database table.
    • form layout: The arrangement of fields on a form.
  • Forward Schedule of Changes (FSC)
  • function [Mobile]: Functions that define UI elements that determine what a user can do in a ServiceNow mobile application. The three types of functions are:
    • Actions: Change data, such as modifying a field value.
    • Navigation: Move between screens, such as opening a record from a list.
    • Smart buttons: Enable users to take an action on demand, such as making a telephone call.

BACK TO TOPG

  • Gamification: Encourage customers to participate, contribute, and engage with community content by providing incentives (e.g., points, achievement levels, badges) through a system of defined rules.
  • Git integration: An integration that enables developers to save and manage multiple versions of an application in a Git source control repository from non-production instances.
  • Glide: An extensible Web 2.0 development platform written in Java that facilitates rapid development of forms-based workflow applications (work orders, trouble ticketing, and project management, for example).
  • glide list: An array of values, often referenced from another table, that are stored in a single field (for example, the Watch List field in the task table).
  • GlideForm (g_form): GlideForm is the JavaScript class used to customize forms. This class contains the g_form object. GlideForm and the g_form object only run on the client.
  • GlideRecord class: A JavaScript class used to interact with the ServiceNow database from a script.
  • GlideScriptable class: A JavaScript class that replaces a Java Packages call.
  • Global UI script: A script available on any form in the system. Administrators can create global UI scripts.
  • gigabyte (Gig or GB): 1024 x 1024 x 1024 (2 to the 30th power) bytes; it’s usually sufficient to think of a gigabyte as approximately one billion bytes or 1000 megabytes.
  • GPS: Global Positioning System; a collection of Earth-orbiting satellites. In a more common context, GPS actually refers to a GPS receiver which uses a mathematical principle called “trilateration” that can tell you exactly where you are on Earth at any moment. 
  • Group: A set of users who share a common purpose.
  • Guided Application Creator (GAC): A ServiceNow wizard-based user interface for creating custom applications on the Now Platform. To modify existing applications, use Studio.
    • Guided Tour: A pre-scripted demonstration of how to use a custom application. Guided tours contain a series of interactive steps to help users complete tasks with a custom application.

BACK TO TOPH

  • help desk: A help desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support their employees and to their customers via a toll-free number, website and/or e-mail.  
  • hypervisor: A hypervisor, also called virtual machine manager (VMM), is one of many hardware virtualization techniques that allow multiple operating systems, termed guests, to run concurrently on a host computer. It is so named because it is conceptually one level higher than a supervisory program. The hypervisor presents to the guest operating systems a virtual operating platform and manages the execution of the guest operating systems. Multiple instances of a variety of operating systems may share the virtualized hardware resources. Hypervisors are installed on server hardware whose only task is to run guest operating systems. Non-hypervisor virtualization systems are used for similar tasks on dedicated server hardware, but also commonly on desktop, portable and even handheld computers.

BACK TO TOPI

  • IaaS:
    Infrastructure as a Service; In the most basic cloud-service model, providers of IaaS offer computers – physical or (more often) virtual machines – and other resources.
  • ICS:
    Internet Connection Sharing; a feature in Windows that when enabled, allows you to connect computer on your home network to the Internet via one computer. 
  • IEEE 1394 port:
    An interface for attaching high-speed serial devices to your computer; IEEE 1394 connectors support plug and play.  
  • Import Set: A set of data imported into ServiceNow from an external data source. Imported data is stored in the temporary Import Set table, where a transform map maps inserts or updates the data in existing tables.
    • Import Set web service: A web service that transforms incoming data synchronously based on the associated transform maps.
  • Improvement Initiative
  • Inbound email action: A control that specifies how to process email received by a ServiceNow instance.
  • Incident Management
  • Indicator source: Defines sets of records from a ServiceNow table that have a common characteristic, for example, that the Priority field value is critical. Indicators use indicator sources to calculate scores. Indicator scores are KPI values. Indicator sources specify a table and the frequency for collecting data.
  • Information Security Management
  • Indicator source: Defines sets of records from a ServiceNow table that have a common characteristic, for example, that the Priority field value is critical. Indicators use indicator sources to calculate scores. Indicator scores are KPI values. Indicator sources specify a table and the frequency for collecting data.
  • Interactive: A transaction generated by a user as opposed to by a background or system process.
  • Internet of things (IoT): The connection of devices to the internet and to each other for automated sending, receiving, and processing of data. As an example, a medical technology company can monitor equipment at hospitals via the internet. If service is required, notifications or alerts are sent to customer service agents, field service technicians, or operations to be addressed.  The company can then send a service technician to perform maintenance before the equipment fails. With Customer Service Management, you can take advantage of IoT and Operational Intelligence (IT Operations Management) to provide real-time visibility into the operational health of customers’ products and services.
  • IP address:
    Internet Protocol address; every computer connected to the Internet has a unique identifying number. Example: 192.168.100.2.
  • IT Assessment: An IT Assessment is the practice of gathering information on part or whole of an IT network infrastructure, and then presented in a detailed report. This report typically analyzes the current state or health of technology or services and identifies areas needing improvement or prepare for a system or application upgrade. An IT Assessment can be performed in-house or outsourced to an IT vendor. 
  • item parameter [Mobile]: See data item parameter.
  • IT Budget
  • IT Facilities Management
  • IT Incident Management: Restore Services faster.  ServiceNow uses intelligent Routing and Built in Collaboration.
  • IT Operations Management
  • ITSCM
  • IT Service uses Information Technology (People, Process, and/or technology) to deliver and support End Users or Customer Business Processes
  • IT Service Continuity Management
  • IT Service Management
  • IT SME is an information Technology Subject Matter Expert a point of contact individual who may be engaged for technical expertise; often part of IT Support or Service Delivery Group)
  • IT Steering Group (ISG)
  • IT Workflows Take control of IT chaos and transform your business. Connect your enterprise with digital IT workflows on a single, unified platform.
  • IV&V: Independent Verification and Validation (IV&V) is the process of checking that a project, service, or system meets specifications and that it fulfills its intended purpose. If you’ve recently implemented a new technology solution, you may want an independent party to assess the quality of the work.  

BACK TO TOPJ

  • Java: A general purpose programming language commonly used in conjunction with web pages that feature animation. The ServiceNow application is written in Java. Java was first release in 1995 and is still widely used today in enterprise-level applications.
    • JavaScript: A publicly available scripting language that shares many of the features of Java; it is used to add dynamic content (various types of interactivity) to web pages. 
    • JavaScript Debugger: Application for debugging business rules and other synchronous server-side scripts.
    • JavaScript Log: A tab in the JavaScript Log and Field Watcher application for viewing jslog() and console.log messages written by client-side scripts.
    • JS include: Client-side JavaScript that can be associated with a widget and used in the widget client controller.

BACK TO TOPK

  • K: An abbreviation for kilobyte; it contains 1,024 bytes; in turn 1,024 kilobytes is equal to one megabyte. 
  • Kbps: Kilobits per second; a measure of data transfer speed; one Kbps is 1,000 bits per second. Example: a 28.8 Kbps modem. 
  • Kerberos: An authentication system developed at the Massachusetts Institute of Technology (MIT); it enables the exchange of private information across an open network by assigning a unique key called a “ticket” to a user requesting access to secure information. 
  • Key Performance Indicator (KPI)
  • keyword [Virtual Agent]: Words or phrases that a user enters to initiate a conversation about a topic. Keywords are not used when Natural Language Understanding (NLU) is enabled for Virtual Agent.
  • Knowledge Management
  • Known Error Database
  • kilobyte (K, KB, or Kb):
    1,024 (2 to the 10th power) bytes; often used to represent one thousand bytes. Example: a 720K diskette can hold approximately 720,000 bytes (or characters). 
  • Knowledge management: The ability to quickly and easily share support information in knowledge bases for agents and customers. The ServiceNow Knowledge Management solution includes workflow and publishing tools along with service portal integration for an out-of-the-box knowledge experience for customers and agents.

BACK TO TOPL

  • LAN: Local area network; a network that extends over a small area (usually within a square mile or less). Connects a group of computers for the purpose of sharing resources such as programs, documents, or printers. Shared files often are stored on a central file server. 
  • learning management system (LMS): Software used for developing, using, and storing course content of all types. Information within a learning management system often takes the form of learning objects (see “learning object” below).
  • list: A content page that displays zero or more records from a database table. The list has rows and columns. Each row is a record, and each column is a field from the record.
  • list control: Settings to specify which features are available on a list, such as the New and Edit buttons.
  • list layout: The arrangement of columns in a list.
  • Location [App Engine Studio]: A tab in the Catalog editor used to assign the catalog and category where a Catalog Item will be located in Service Portal.
  • logpoint [JavaScript Debugger]: Write debugging information to the JavaScript Debugger’s Session Log without editing the server-side script being debugged.

BACK TO TOPM

  • MaaS: Metal-as-a-Service; The dynamic provisioning and deployment of whole physical servers, as opposed to the provisioning of virtual machines.  
  • Machine learning: A type of AI that allows systems to learn from experience and be trained on large volumes of data to perform specific tasks. ServiceNow Predictive Intelligence provides a layer of artificial intelligence that learns from patterns in historical data.  Cases can be categorized, prioritized, and routed to the best agents to improve efficiency and increase customer satisfaction.  Predictive Intelligence can also be used in an agent workspace (unified desktop for an agent) to help agents find related knowledge and community content, similar cases, or major cases reporting critical issues.  This greatly shortens the time to resolution for customers.
  • mainframe: A very large computer capable of supporting hundreds of users running a variety of different programs simultaneously. Often the distinction between small mainframes and minicomputers is vague and may depend on how the machine is marketed.
  • Maintenance Plan/ SOP
  • Many to many definition: A many-to-many relationship allows multiple records from one table to be related to multiple records in another table. A many-to-many definition describes this relationship and configures an intermediate table to create the relationship.
  • Major issue management (major case management): The ability to efficiently identify and manage critical issues and tie individual (yet related) cases to a parent major case that, when resolved, will solve child cases. The Major Issue Management feature also identifies customers who have not yet reported the issue and proactively creates cases on their behalf, helping to manage internal and customer communications until the issue is resolved.
  • Major Incident Review
  • Major Incident Team
  • Major Problem Review
  • Malware: Software programs designed to damage or do other unwanted actions on a computer; common examples of malware include viruses, worms, trojan horses, and spyware. 
  • MAPI:  Messaging Application Programming Interface; a system built into Microsoft Windows that enables different e-mail programs to interface to distribute e-mail. When both programs are MAPI-enabled, they can share messages. 
  • MDM: Mobile Device Management; Any routine or tool intended to distribute applications, data, and configuration settings to mobile communications devices. The intent of MDM is to optimize the functionality and security of a mobile communications network. MDM must be part of a coherent BYOD strategy. 
  • megabyte (Meg or MB): 1,024 x 1,024 (2 to the 20th power) bytes; it’s usually sufficient to think of a megabytes as one million bytes. 
  • merge [source control]: The ServiceNow process to move changes from one branch of a source control repository to another.
  • message: A control to specify the string to display in the user interface for a specific language.
  • metric: A measure to evaluate the effectiveness of a process.
    • metric definition: A record used to configure the calculation used for a metric.
  • MHz or mHz: Megahertz; a measurement of a microprocessor’s speed; one MHz represents one million cycles per second. The speed determines how many instructions per second a microprocessor can execute. The higher the megahertz, the faster the computer. 
  • Microservices:  Microservices are small, independent, and loosely coupled.  A microservices architecture consists of a collection of small, autonomous services. Each service is self-contained and should implement a single business capability. A single small team of developers can write and maintain a service.
  • Microsoft Exchange:  Microsoft Exchange Server is the server side of a client–server, collaborative application product developed by Microsoft. It is part of the Microsoft Servers line of server products and is used by enterprises using Microsoft infrastructure products. Exchange’s major features consist of electronic mail, calendaring, contacts, and tasks; support for mobile and web-based access to information; and support for data storage. 
  • Microsoft Windows:  A group of operating systems for PC or compatible computers; Windows provides a graphical user interface so you can point and click to indicate what you want to do. 
  • MID (Management, Instrumentation, and Discovery) Server: The MID Server is a service that runs on a local network to enable communication between a ServiceNow instance and external applications, data sources, and services on the local network.
  • Minimum Viable Features:  (or MVF) is a small-scale feature that can quickly be built and rolled out—using minimal resources—to a target population to test the feature’s usefulness and adoption. An MVF should provide clear value to users.
  • module: Any link in the application navigator that opens a page in the content frame or in a separate tab or window.
  • Monitoring: Modern Service Management requires a more agile and flexible view of the service, with end-to-end capability focused monitoring as opposed to the more traditional and more limited Element and Fault failure-based monitoring. 
  • MRB:  Managed Remote Back Up; a service that provides users with a system for the backup, storage, and recovery of data using cloud computing.
  • MSP: Managed Service Provider; A business model for providing information-technology services.
  • MTTR: Mean Time to Repair: is a basic ITSM measure of the maintainability of repairable items. MTTR calculates the average time required to repair a failed component or device.

BACK TO TOPN

  • NaaS: Network as a Service; a category of cloud services that provides users with the capability of where the capability provided to the cloud service user is to using network/transport connectivity services and/or inter-cloud network connectivity services. 
  • Nameserver: A computer that runs a program for converting Internet domain names into the corresponding IP addresses and vice versa. 
  • NAT: Network Address Translation; a standard that enables a LAN to use a set of IP addresses for internal traffic and a single IP address for communications with the Internet. 
  • Natural language understanding (NLU): A branch of artificial intelligence (AI) that uses computer software to understand input made in the form of sentences in text or speech format. Model builders and inference services enable the system to learn and respond to human-expressed intent, understanding word meanings and contexts to infer user or system actions. ServiceNow has added NLU to Virtual Agent functionality in its New York release.
  • navigation bar [Mobile]: A widget at the bottom of every mobile app screen that enables users to navigate to applets, settings, and notifications. For custom mobile applications, developers must add an applet launcher tab to the navigation bar.
  • Net Promoter Score (NPS): A measure of customer experience that predicts business growth. The gold standard for evaluating client loyalty, your measurement of NPS should be simple, customer-focused, and easy to configure and track. ServiceNow Performance Analytics simplifies NPS trend monitoring with common KPIs.
  • Network Security: Consists of the provisions and policies adopted by a network administrator to prevent and monitor unauthorized access, misuse, modification, or denial of the computer network and network-accessible resources. Network Security is the authorization of access to data in a network, which is controlled by a network administrator. 
  • node [Virtual Agent]: An instance of a Virtual Agent control on the Virtual Agent Designer canvas configured for a topic flow.
  • notification: Message sent from a ServiceNow instance to inform a user that something happened.
  • Now Experience CLI (CLI): ServiceNow Command line tool for developing custom components using the Now Experience UI Framework.
  • Now Experience UI Framework: ServiceNow Enables developers to build custom web components to create a modern user interface for application users.

BACK TO TOPO

  • OCR: Optical character recognition; the act of using a visual scanning device to read text from hard copy and translate it into a format a computer can access (e.g., an ASCII file). OCR systems include an optical scanner for reading text and sophisticated software for analyzing images. 
  • Omnichannel: A cross-channel service delivery strategy enterprises use to improve their customer experience. It provides a single source of truth for customer conversations by managing all interactions within one system, eliminating the need for agents to pivot between systems, thus making it more efficient and easier to deliver customer service. This is a modern advancement to multichannel systems, where multiple interaction possibility channels are available, but interactions and experiences are inefficient, disconnected, for example telephone calls and not capable of being referenced or improved because interactions are recorded in siloes, walk up service,  phone, web, email, and chat transcriptions are saved in a different system.
  • Operational Level Agreement (OLA)
  • Order Guide A Service Catalog item that steps a user through the process of ordering multiple related catalog items as a single request.

BACK TO TOPP

  • PaaS:
    Platform as a Service, in the PaaS model, cloud providers deliver a computing platform that typically including an operating system, programming language execution environment, database, and web server. 
  • Packet:
    A unit of transmission in data communications. The TCP/IP protocol breaks large data files into smaller chunks for sending over a network so that less data will have to be re-transmitted if errors occur. 
  • Pattern of Business Activity (PBA)
  • Peer-to-Peer: A type of connection between two computers; both perform computations, store data, and make requests from each other (unlike a client-server connection where one computer makes a request and the other computer responds with information). 
  • Perl: Practical Extraction and Report Language; a programming language that is commonly used for writing CGI scripts used by most servers to process data received from a client browser. 
  • PGP: Pretty good privacy; a technique for encrypting e-mail messages. PGP uses a public key to give to anyone who sends you messages and a private key you keep to decrypt messages you receive. 
  • Phishing: A con that scammers use to electronically collect personal information from unsuspecting users. Phishers send e-mails that appear to come from legitimate websites such as eBay, PayPal, or other banking institutions asking you to click on a link included in the email and then update or validate your information by entering your username and password and often even more information, such as your full name, address, phone number, social security number, and credit card number.
  • PING: Packet Internet Groper; a utility used to determine whether a particular computer is currently connected to the Internet. It works by sending a packet to the specified IP address and waiting for a reply. 
  • platform: The complete set of the ServiceNow software services.
  • plugin: An extension to an existing platform that is activated to add functionality to the platform. Many plugins can be activated by the administrator but some require assistance from ServiceNow Customer Support. Plugins cannot be uninstalled.
  • portal: See Service Portal.
  • portal page: See Service Portal page.
  • Post Implementation Review (PIR)
  • PPP: Point-to-Point Protocol; a type of connection over telephone lines that gives you the functionality of a direct ethernet connection. 
  • Proactive service: The ability to identify and solve a customer’s problem before they know they have one. Proactive Customer Service Operations is specifically designed to track your customers’ digital services, alerting you to service disruptions and allowing you to notify affected customers up front. Analytics can also help pinpoint trends indicating issues.
  • Problem Management: ServiceNow® Problem Management makes it possible to restore services quickly—often helping you prevent issues from happening in the first place. With a structured workflow for diagnosing root causes and fixing problems, ServiceNow empowers you to eliminate recurring incidents and minimize the impact of unexpected disruptions.
  • preview script usage [REST Message]: A related link in a REST Message record that generates a server-side JavaScript code stub to invoke the API.
  • process plan: The information necessary to execute a flow such as the sequence of published actions or subflows, the input values for each subflow or action, the action steps to run for each action, and the data provided by the trigger or subflow output.
  • processor: HTTP endpoints available to perform arbitrary scripting actions.
  • project [Now Experience UI Framework]: Structure that organizes component files.
  • Private Cloud  (also called internal cloud or corporate cloud) is a term for a proprietary computing architecture that provides hosted services to a limited number of users behind a secure and robust infrastructure.       
  • Problem Management: The ability to handle the full lifecycle of all problems, including information about problems, workarounds, and resolutions. Problem Management tracks problems across cases to provide valuable information, particularly for R&D or engineering organizations. Using the metric of percentage of new critical problems helps reduce the number and impact of issues over time.
  • Process Architecture
  • Project Management (Transition Planning and Support)
  • Protocol: A set of rules that regulate how computers exchange information. Example: error checking for file transfers or POP for handling electronic mail. 
  • public domain software: Any non-copyrighted program; this software is free and can be used without restriction. Often confused with “freeware” (free software that is copyrighted by the author). 
  • publish (application): The act of posting an application to the organization’s application repository so that it can be installed on other instances in the organization.
  • publish [Flow Designer]: The act of making an action or subflow available to flows.
  • publish [Virtual Agent]: The act of making a topic available for Virtual Agent conversations.
  • publish [Workflow]: The act of making a workflow active for all users on an instance.
  • pull request [source control]: A pull request indicates that the committed changes on a development branch are ready for review. A pull request begins the process to merge a branch.

BACK TO TOPQ

  • QoS: Quality of service; is the ability to provide different priority to different applications, users, or data flows, or to guarantee a certain level of performance to a data flow. For example, a required bit rate, delay, jitter, packet dropping probability and/or bit error rate may be guaranteed. Quality of service guarantees are important if the network capacity is insufficient, especially for real-time streaming multimedia applications such as voice over IP, online games and IP-TV, since these often require fixed bit rate and are delay sensitive, and in networks where the capacity is a limited resource, for example in cellular data communication.
  • Qualifier: See Embedded Help qualifier.
  • Questions [App Engine Studio]: A ServiceNow tab in the Catalog editor used to add questions to a Catalog Item. Questions in a Catalog Item capture information from users that is needed to fulfill a request. Questions are grouped into types and subtypes that configure how users should answer the questions.
  • Quick start test: A ServiceNow-provided test or test suite installed with the demo data of an application that can be used as templates to build your own tests and test suites

BACK TO TOPR

  • RAM: Random Access Memory; the amount of memory available for use by programs on a computer. Also referred to as “main memory”. Example: A computer with 8 MB RAM has approximately 8 million bytes of memory available. Contrast to ROM (read-only memory) that is used to store programs that start your computer and do diagnostics. 
  • range [ServiceNow Reporting]: Defines data intervals that are used in bar and pie charts.
  • Record: A set of fields that contain related information; in database type systems, groups of similar records are stored in files. Example: a personnel file that contains employment information. 
    • record producer: A catalog item that allows end users to create records from the Service Catalog.
    • record watch [Service Portal]: A listener for a widget to receive notifications for changes made to records in user interfaces other than Service Portal. Uses the spUtil.recordWatch() method.
  • Recovery Plan
  • reference key: Used to identify a field other than sys_id to use as the unique identifier for a reference field. The value of the reference key field, instead of the sys_id, is stored in the database for that reference field.
  • related links: UI actions at the bottom of a list or form to run a script on one or more records.
  • related list: A group of records from a single table at the bottom of a form that have a relationship with the record on the form.
  • relationship: A connection between two tables in a database based on a reference field or a scripted query
  • Release and Deployment Management
    • Remote Backup: A remote, online, or managed backup service is a service that provides users with a system for the backup and storage of computer files.  
  • report: A representation of data to organize, summarize, and present data to convey information in a meaningful way.
  • repository [ServiceNow application]: See ServiceNow application repository.
  • repository [source control]: A collection of application files and metadata that includes changes over time and commit details.
  • repository configuration: The configuration information used to connect an application to a source control repository.
  • restricted caller access (RCA): The Restricted Caller Access (RCA) feature enables an administrator to define cross-scope access to an application or application resource and allow or deny access requests.
  • REST API Explorer: A ServiceNow tool that uses information from your instance to provide a list of endpoints, methods, and variables that you can use to build and send REST requests. After you build the request, the REST API Explorer provides code samples in multiple programming languages that you can use to initiate the request, and detailed request and response information.
  • REST message: A record that stores details on how to interact with an external web service through REST
    • Rhino: An open-source implementation of JavaScriptwritten entirely in Java. It is typically embedded into Java applications to provide scripting to end users.
    • Robotic process automation (RPA): An emerging form of business process automation technology that automates rules-based business practices by automating actions within the user interface to streamline operations and reduce costs. Although AI and robotic process automation are being used in tandem across enterprises, RPA has limitations versus using a single-agent workspace with support from digital workflows.
    • role: A category that can be assigned to a group or user, and that can be used to grant access to particular parts of ServiceNow. Once access has been granted to a role, all groups or users assigned to that role are granted the same access. Roles can also contain other roles; access granted to a role will be granted to any roles that contain it.
    • Root-cause analysis -Things go wrong. People make mistakes. Blameless root-cause analysis focuses on creating a learning environment where team members are encouraged to reward participation, share lessons learned to prevent others from making the same mistakes. To create modern environment for blameless root cause analysis, address any disincentives, such as public examples, fear of punishment or reprimands.

BACK TO TOPS

  • SaaS: Software as a Service; a software delivery model in which software and associated data are centrally hosted on the cloud. SaaS is typically accessed by users using a thin client via a web browser. 
  • SAN: A storage area network (SAN) is a dedicated storage network that provides access to consolidated, block level storage. SANs primarily are used to make storage devices (such as disk arrays, tape libraries, and optical jukeboxes) accessible to servers so that the devices appear as locally attached to the operating system. A SAN typically has its own network of storage devices that are generally not accessible through the regular network by regular devices.
  • SATA: Serial Advanced Technology Attachment or Serial ATA. An interface used to connect ATA hard drives to a computer’s motherboard that provides a better, more efficient interface; Serial ATA is likely to replace the previous standard, Parallel ATA (PATA), which has become dated.
  • scheduled data export: Specifies a schedule when export sets will be run. A single export can be scheduled or regular intervals can be scheduled with support for including only delta records.
  • scheduled data import: Specifies when to import data from data sources. Transform maps are applied to the imported data before writing the data to the target table.
  • scheduled email of report: Defines the frequency at which reports are run and the results sent as PDF files by email to recipients.
  • scheduled job: A record that performs a given task based on a schedule. Scheduled jobs can generate and distribute reports, generate records from templates, or run a script.
  • scheduled script execution: A record that executes a server-side script based on a schedule.
  • scope: See application scope.
  • screen UI policy: Client-side logic that controls which fields are visible or mandatory on mobile app screens.
  • script action: Server-side JavaScript that is executed when a particular event is generated.
  • Script Debugger: Tool for debugging server-side JavaScript using breakpoints.
  • script include: Reusable, server-side JavaScript that executes on request. Each script include defines either an object class or a function.
  • script tree: A collapsible pane on the side of a script field that can be used to insert fields, methods, and properties into a script.
  • scripted REST API: Enables defining service endpoints, query parameters, and headers for a scripted web service API, as well as scripts to manage the request and response. Listed in the Scripted REST APIs [sys_ws_definition] table.
  • scripted web service: Enables developers to create their own APIs on the Now Platform. Third-party applications use scripted web services to access records in ServiceNow tables.
  • Scripts – Background: Module for executing server-side JavaScript on demand. Developers can specify the scope to use when executing the code.
  • SDP
  • Security Management Information System
  • Service Catalog Management
  • Service Creator: Enables a department to offer custom services through the service catalog, for example, an HR department offering tuition reimbursement for further education. Each published service has an associated record producer catalog item. Users designated as managers and editors create and design these catalog items. End users can request services by ordering the catalog item.
  • Service Design Package (SDP)
  • Service Desk
  • Service Improvement Plan (SIP)
  • Service Knowledge Management System (SKMS)
  • Service Portal: A ServiceNow user interface (UI), built using the Service Portal framework, that provides an alternative user experience to the standard UI. It enables users to interact with the underlying Now Platform using a minimum number of clicks from any device: desktop, tablet, or smartphone.
    • Service Portal page: Houses containers, rows, and columns, which then contain widgets. By designing the layout of the page and the widgets within it, developers construct the desired user experience. Pages are reusable across portals.
  • ServiceNow application repository: Location for customers to publish their custom applications. Published applications can be installed on any of the customer’s corporate instances.
  • ServiceNow Studio: Provides an Integrated Development Environment (IDE)-like interface for application developers to create, review, and update application files in one centralized location from a tabbed environment.
  • Service Stability: Modern service Management embraces a resilient Design for Failure process, compared to the more traditional, “Design for Success (HA and Redundant). 
  • Skill-based routing: The ability to auto-assign and route tasks to the most qualified agent based on the skills required to perform a task. As an example of a skill-based work assignment, you can configure the routing of cases from a particular country to agents who speak that country’s language.
  • session debug: Displays debugging messages in the user interface. When enabled, session debugging is active during the user session or until disabled. Activate using the System Diagnostics application.
  • session log [JavaScript Debugger]: Tab in the JavaScript Debugger for viewing transactions and other session-related information. Developers can select which data to view.
  • Settings [App Engine Studio]: A tab in the Catalog editor used to configure the behavior of a Catalog Item. Creators can adjust the Portal settings to customize the checkout area of a Catalog Item.
  • Hide ‘Add to wishlist’: Select to hide the Add to wish list button on the Catalog Item.
  • Hide attachment: Select to hide the Add attachments button on the Catalog Item.
  • Make attachment mandatory: Select to make adding an attachment mandatory for a Catalog Item.
  • slushbucket: A slushbucket is a two-column interface for choosing multiple selections from an available pool of items.
  • SOAP Message: A record that stores details on how to interact with an external web service through SOAP.
  • source control: The management of code and changes to the code of an application.
  • spoke: A scoped application containing Flow Designer content dedicated to a particular application or record type.
  • Spyware: Any software that covertly gathers user information, usually for advertising purposes, through the user’s Internet connection.
  • SSID: Service Set Identifier; a name that identifies a wireless network. 
  • stash: Changes to an application saved locally without committing to a source control repository. Developers can stash work, work on a different branch, and then reapply the changes captured in the stash later.
  • state [Now Experience UI Framework]: The properties and property values for a custom component.
  • step: See action step.
  • step configuration [ATF]: A specific test action that the Automated Test Framework can run. Step configurations do not contain any runtime test data and can be run only when test designers add them as part of a test step. Each step configuration is a record in the Test Step Config [sys_atf_step_config] table, which specifies the input variables used to run the step configuration and the output variables available to other step configurations.
  • step result: Stores the output of a test step run. Each step result is a record in the Step Result [sys_atf_test_result_step] table that specifies the status of the test step, a summary of the output, and a complete log of the output generated by the test step. Use step results to identify failures and functionality needing review.
  • step variable: Stores step-specific input and output values. Use step variables to specify a particular test step target or to pass information to other test steps.
  • Studio: See ServiceNow Studio.
  • style: A control to specify the appearance of a particular field.
  • style sheet [Service Portal]: A CSS record that can be added to any Service Portal page or component to overwrite the theme.
  • subflow: An automated process consisting of a sequence of reusable actions and specific data inputs that allow the process to be started from a flow, subflow, or script. Subflows automate generic business logic that can be applied to multiple applications or processes.
  • Support: Modern Service Management Support  is focused on customer experience, more natural self service enablement as opposed to the more traditional ServiceDesk / Contact Center experience of forced all requests be directed to the help desk, build products for self support as part of the design.
  • sys_id: Each record in ServiceNow is identified by a unique 32-character GUID (Globally Unique ID) called a sys_id. The same sys_id value is never generated twice, ensuring every record created in every table in every instance of ServiceNow in the world has a unique identifying value.
  • system property: See application property.
  • system property category: Groups application properties into sections on a page

BACK TO TOPT

  • T-1 carrier: A dedicated phone connection supporting data rates of 1.544Mbits per second; T-1 lines are a popular leased line option for businesses connecting to the Internet and for Internet Service Providers connecting to the Internet backbone. Sometimes referred to as a DS1 line. 
  • T-3 carrier: A dedicated phone connection supporting data rates of about 43 Mbps; T-3 lines are used mainly by Internet Service Providers connecting to the Internet backbone and for the backbone itself. Sometimes referred to as a DS3 line. 
  • 10Base-T: An adaptation of the Ethernet standard for Local Area Networks that refers to running Ethernet over twisted pair wires. Students planning on using ResNet from a residence hall must be certain to use an Ethernet adapter that is 10Base-T compatible and not BNC (used with 10Base-2 Ethernet systems). 
  • table: Related data held in a table format within a database. A table is made up of columns and rows.
    • table column: A set of data values, all of a single type, in a table. Columns define the data in a table.
    • table row: A single structured data item in a table. Rows, also known as records, are used to populate data into a table.
    • table transform map: See transform map.
  • tag [source control]: A fixed set of committed application files from a source control repository.
  • target [export]: The file on a MID Server where exported data will be written.
  • target [import]: The table defined in a transform map to receive imported records.
  • TCP/IP: Transmission Control Protocol/Internet Protocol; an agreed upon set of rules that tells computers how to exchange information over the Internet. Other Internet protocols like FTP, Gopher, and HTTP sit on top of TCP/IP. 
  • template: Predefined values to populate a form with record data.
  • test [ATF]: A logical grouping of related automated test steps that verify some functionality or feature. Each test is a record in the Test [sys_atf_test] table. Test designers typically create a test to verify one feature or a group of related features.
    • test result: Stores the output of a test or test suite run. Each test result is a record in the Test Result [sys_atf_test_result] table that specifies the duration of the test run, the status of the test, and screenshots where available. Use test results to identify failing or non-running tests. Use the test logs to see more information about test results. By default, the system deletes test and test suite results 30 days after creation unless you enable the option to retain the test result indefinitely.
    • test step: Combines a step configuration with the runtime test data necessary to run a step. The test step always specifies the order in which it runs in the test. Test steps have their own related list of step results. Each test step is a record in the Test Step [sys_atf_step] table that specifies a test action, the step configuration, and an execution order. Test designers add test steps to tests to verify functionality.
  • test suite: A collection of tests that run in a specific order. Test designers typically create a test suite to test an application or a group of related features. Test designers can schedule running test suites and starting any required client test runners.
  • theme [Service Portal]: CSS defined in the CSS variables field in the Themes table [sp_theme] that sets the appearance of a portal and portal widgets.
  • token: A group of bits transferred between computers on a token-ring network. Whichever computer has the token can send data to the other systems on the network which ensures only one computer can send data at a time. A token may also refer to a network security card, also known as a hard token. 
  • topic [Virtual Agent]: A blueprint that defines the dialog between Virtual Agent and a user to accomplish a goal. A topic has topic properties and a topic flow.
    • topic flow [Virtual Agent]: The component of a topic that describes the possible paths that a user’s conversation with Virtual Agent can take.
    • topic properties [Virtual Agent]: The configuration values for a property that identify the name and description for the topic along with who can interact with a topic and when the topic should run.
  • tracked customizations: Customizations to tables that are recorded in update sets.
  • transaction: Any foreground process requested by the user (URL request).
    • transaction quota: Specifies when to cancel a transaction. The system cancels any transaction that matches the conditions of a transaction quota rule.
  • transform map: A set of field maps that determine the relationships between fields in an import set and fields in an existing ServiceNow table, such as Incident [incident] or User [sys_user]. After creating a transform map, you can reuse it to map data from another import set to the same table.
  • trigger [Flow Designer]: The record, date, or application conditions that are met to initiate the execution of a flow.
  • Trojan horse: A harmless-looking program designed to trick you into thinking it is something you want, but which performs harmful acts when it runs. 
  • Twitter: A service that allows users to stay connected with each other by posting updates, or “tweets,” using a computer or cell phone or by viewing updates posted by other users. 
    • tweet: An update of 140 characters or less published by a Twitter user meant to answer the question, “What are you doing?” which provides other users with information about you. 
  • two-factor authentication: An extra level of security achieved using a security token device; users have a personal identification number (PIN) that identifies them as the owner of a particular token. The token displays a number which is entered following the PIN number to uniquely identify the owner to a particular network service. The identification number for each user is changed frequently, usually every few minutes.

BACK TO TOPU

  • UI Action: An interactive component on a form or list that performs a specific action. UI actions include the buttons, links, and context menu items on forms and lists.
  • UI Action Visibility: A related list on UI Action forms used to restrict the view of UI Actions using include and exclude rules. If there are no rules configured for a UI Action, the UI Action will appear in all form views.
    • Include: Rule that allows UI Actions to display on specified form views.
    • Exclude: Rule that prevents UI Actions from displaying on specified form views.
  • UI Builder (UIB): A WYSIWYG web user interface builder. UI Builder enables developers to build new pages or customize existing pages for Agent Workspace and portals using Now Experience UI Framework components.
  • UI formatter: A form element used to display information that is not a field in the record. You add formatters to a form by configuring the form.
  • UI macro: A discrete scripted component that administrators can add to the user interface. UI macros are typically controls that provide inputs or information not provided by existing field types.
  • UI page: A collection of custom HTML and script content that displays UI components. Creating UI pages requires a knowledge of HTML or Jelly. You can also create simple AngularJS applications using UI pages.
  • UI policy: Dynamically changes the behavior of information on a form and controls custom process flows for tasks. For example, you can use UI policies to make a field on a form read-only, make a field mandatory, and hide other fields. Basic UI policies do not require any scripting; however, for more advanced actions, use the Run scripts option.
  • UI script: A reusable client-side JavaScript script that changes the behavior of UI components. Administrators can run UI scripts from client scripts, from other client-side script objects, and from HTML code in UI pages.
  • Unified desktop: A single interface that consolidates and integrates customer service applications for agents. The ServiceNow Agent Workspace is a configurable user interface that gives agents a fully integrated, intuitive user experience.
  • UNIX: A popular multitasking computer system often used as a server for electronic mail or for a web site. UNIX also is the leading operating system for workstations, although increasingly there is competition from Windows NT which offers many of the same features while running on an PC or compatible computer. 
  • update set: A collection of customizations made to a customer instance that can be transferred to another instance. When an instance is customized, the change is added automatically to the current update set. There can be only one current update set per user at a time.
  • update set batch: A group of update sets related by the Parent field. Used to move multiple related update sets between instances.
  • update set picker: A choice list in the instance header bar that enables the user to select the update set that stores customizations the user makes.
  • update source: A ServiceNow instance that the current instance can retrieve update sets from.
  • username: A name used in conjunction with a password to gain access to a computer system or a network service.
  • URL: Uniform Resource Locator; a means of identifying resources on the Internet. A full URL consists of three parts: the protocol (e.g., FTP, gopher, http, nntp, telnet); the server name and address; and the item’s path. The protocol describes the type of item and is always followed by a colon (:). The server name and address identifies the computer where the information is stored and is preceded by two slashes (//). The path shows where an item is stored on the server and what the file is called; each segment of the location s preceded by a single slash

BACK TO TOPV

  • Validation script: A client script that validates field values as users enter them. When a field value fails validation, the script produces an error and prevents users from saving the record.
  • Variable set: A group of variables that can be shared between catalog items.
  • Variant [UI Builder]: A version of a UI Builder page, such as a 404 page, with access controlled by role or condition. Under differing conditions, users see different versions of the page.
  • VDI: Virtual Desktop Infrastructure or “VDI,” is a desktop-centric service that hosts users’ desktop environments on remote servers and/or blade PCs, which are accessed over a network using a remote display protocol.
  • View [database]: Defines table joins for reporting purposes.
  • View [form or list]: An alternate layout for presentation of a record’s data. Different user profiles use different views to see data from the same record.
  • View [Now Experience UI Framework]: JSX function describing what a component looks like when rendered.
  • View rule: When a user switches form or list views, the selected view is saved as a user preference, so the user sees the same view by default when the form or list opens. View rules override this functionality to force a specified view to be used.
  • Virtual agent: A conversational bot platform that provides user assistance through conversations in a messaging interface.
  • Virtualization: Virtualization is the creation of a virtual (rather than actual) version of something, such as a hardware platform, operating system, a storage device or network resources. In hardware virtualization, the term host machine refers to the actual machine on which the virtualization takes place; the term guest machine, however, refers to the virtual machine. Likewise, the adjectives host and guest are used to help distinguish the software that runs on the actual machine from the software that runs on the virtual machine. The software or firmware that creates a virtual machine on the host hardware is called a hypervisor or Virtual Machine Monitor.
  • Virtual agent: Also referred to as “chatbot” or “virtual assistant,” virtual agents interface with the customer to quickly get them what they need. The ServiceNow Virtual Agent allows organizations to design and build automated conversations to help customers quickly access information, run applications such as performance diagnostics, or process transactions such as creating or looking up a case.
  • Virtual classroom: An online environment where students can have access to learning tools any time. Interaction between the instructor and the class participants can be via e-mail, chat, discussion group, etc.
  • Virtual hosting: Virtual hosting is a method for hosting multiple domain names on a computer using a single IP address. This allows one machine to share its resources, such as memory and processor cycles, to use its resources more efficiently. 
  • Virtual memory: A technique that enables a certain portion of hard disk space to be used as auxiliary memory so that your computer can access larger amounts of data than its main memory can hold at one time. 
  • Virtual reality:  An artificial environment created with computer hardware and software to simulate the look and feel of a real environment. A user wears specialty 3D devices including  earphone, a special pair of gloves, and goggles to create a 3D experience.
  • virus: A program intended to alter data on a computer in an invisible fashion, usually for mischievous or destructive purposes. Viruses are often transferred across the Internet as well as by infected diskettes and can affect almost every type of computer. Special antivirus programs are used to detect and eliminate them. 
  • Visual Task Board (VTB): An interactive graphic interface that simplifies the navigation of multiple task records, lists, and forms. The ServiceNow Visual Task Board provides a graphic-rich experience that enables the management and assignment of tasks across the enterprise and provides visibility into the status of those tasks.
  • VoIP: Voice over Internet Protocol; a means of using the Internet as the transmission medium for phone calls. An advantage is you do not incur any additional surcharges beyond the cost of your Internet access. 
  • VPN: Virtual Private Networking; a means of securely accessing resources on a network by connecting to a remote access server through the Internet or other network. 

BACK TO TOPW

  • WAIS: Wide Area Information Server; a program for finding documents on the Internet. Usually found on gopher servers to enable searching text-based documents for a particular keyword. 
  • WAN: Wide Area Network; a group of networked computers covering a large geographical area (e.g., the Internet). 
  • WAP: Wireless Application Protocol; a set of communication protocols for enabling wireless access to the Internet. 
  • Web Service: Allows diverse applications to communicate with each other. ServiceNow supports both inbound (provider) and outbound (consumer) web services.
  • WEP: Wired Equivalent Privacy; a security protocol for wireless local area networks defined in the 802.11b standard. WEP provides the same level of security as that of a wired LAN. 
  • widget [Performance Analytics]: A Performance Analytics widget determines how data is presented on dashboards. Configure widgets to view, set up, edit, and manage properties for dashboards and visualization types: time series, scores, lists, and breakdowns.
  • widget [Service Portal]: A Service Portal widget is an interactive component in the Service Portal user interface. You can define what a widget does using HTML templates, CSS, client scripts, server scripts, and JavaScript dependencies. From an AngularJS standpoint, widgets are a superset of an Angular directive.
    • widget dependency: Links JavaScript and CSS files to widgets to create dependencies between widgets and third-party libraries, external style sheets, and angular modules.
    • widget editor: The application for editing Service Portal widget components.
    • widget option schema: Defines the user-configurable fields for a Service Portal widget, for example, how many records a list widget displays.
    • widget options: Developer-settable parameters that enable each Service Portal widget instance to be uniquely configured.
  • wi-fi: Wireless Fidelity; A generic term from the Wi-Fi Alliance that refers to of any type of 802.11 network (e.g., 802.11b, 802.11a, dual-band, etc.). Products approved as “Wi-Fi Certified” (a registered trademark) are certified as interoperable with each other for wireless communications. 
  • wild card: A special character provided by an operating system or a particular program that is used to identify a group of files or directories with a similar characteristic. Useful if you want to perform the same operation simultaneously on more than one file. Example: the asterisk (*) that can be used in DOS to specify a group of files such as *.txt. 
  • WLAN:  Wireless Local Area Network; the computers and devices that make up a wireless network. 
  • Workflow: A sequence of activities to automate processes in applications. Workflows are documented for standardization, clarity, automation.  
    • workflow context: A workflow’s runtime environment. The runtime environment, once launched, is unaffected by workflow version changes.
    • workflow editor: The interface used to visually define a workflow.
    • workflow schedule: A record that configures a workflow to run on a schedule.
    • workflow version: A record that stores the workflow configuration when published or checked out. Only one published workflow version can be active at a time. Only one checked out workflow version can exist at a time.
  • Worm:  A program that makes copies of itself and can spread outside your operating system worms can damage computer data and security in much the same way as viruses. 
  • WPA: Wi-Fi Protected Access; a standard designed to improve on the security features of WEP. 

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  • XHTML: Extensible Hypertext Markup Language. A spinoff of the hypertext markup language (HTML) used for creating Web pages. It is based on the HTML 4.0 syntax, but has been modified to follow the guidelines of XML and is sometimes referred to as HTML 5.0. 
  • XML: Extensible Markup Language; A markup language for coding web documents that allows designers to create their own customized tags for structuring a page.

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  • zero-day: zero-day (or zero-hour or day zero) attack, threat or virus is a computer threat that tries to exploit computer application vulnerabilities that are unknown to others or the software developer, also called zero-day vulnerabilities. Zero-day exploits (actual software that uses a security hole to carry out an attack) are used or shared by attackers before the developer of the target software knows about the vulnerability.

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