Copyright (c) 2025 MindMesh Academy. All rights reserved. This content is proprietary and may not be reproduced or distributed without permission.

Phase 5: Glossary

  • ACL (Access Control List): Fine-grained security rules in ServiceNow that define what data a user can access (read, write, create, delete) at the row and column level.
  • Activity Formatter: A component on ServiceNow forms that displays a chronological stream of updates and comments related to the record.
  • App Engine Studio: A low-code/no-code application development environment in ServiceNow for building custom applications.
  • Application Navigator: The left-hand sidebar in the ServiceNow Core UI, used for searching and navigating to applications and modules.
  • Asynchronous Business Rule: A server-side script that runs after a record is saved, in a separate session, ideal for long-running operations that shouldn't delay the user's transaction.
  • Automated Test Framework (ATF): A ServiceNow application that allows you to create and run automated tests to validate your instance configurations and customizations.
  • before Business Rule: A server-side script that runs before a record is saved to the database, ideal for validating or modifying data before it's committed.
  • Business Rule: A server-side script that executes when a record is inserted, updated, deleted, or queried in a table, enforcing business logic.
  • Catalog Item: An individual service or product that users can request through the Service Catalog.
  • Change Management: An ITSM process for controlling the lifecycle of all changes, enabling beneficial changes to be made with minimal disruption.
  • Client Script: JavaScript code that runs on the client-side (in the user's browser) to manipulate form behavior in real-time.
  • CMDB (Configuration Management Database): A central repository for information about Configuration Items (CIs) and their relationships in an organization's IT environment.
  • Coalesce Field: One or more fields in a Transform Map used to uniquely identify existing records during data import, determining whether to update an existing record or insert a new one.
  • Common Service Data Model (CSDM): A standardized framework and prescriptive guidance from ServiceNow for structuring the CMDB and other data, ensuring consistency and enabling service impact analysis.
  • Configuration Item (CI): Any component that needs to be managed to deliver an IT service, stored in the CMDB.
  • Configuration over Customization: A core ServiceNow principle prioritizing the use of out-of-the-box features and low-code/no-code options over extensive custom scripting to ensure easier upgrades and maintenance.
  • Content Frame: The main area in the ServiceNow UI where lists, forms, dashboards, and other content are displayed.
  • Core UI (Now Platform User Interface): The traditional, comprehensive interface in ServiceNow primarily used by administrators and fulfillers.
  • CSM (Customer Service Management): A ServiceNow application suite for managing customer inquiries, issues, and requests.
  • display Business Rule: A server-side script that runs before a record is displayed to the user, used for manipulating form data specifically for display.
  • Event: A record in the Event Log table (sysevent) indicating that something notable has happened, often triggering notifications or other automations.
  • Event Registry: The place where events must be registered in ServiceNow before they can be used.
  • Favorites: A personalization feature in ServiceNow allowing users to create shortcuts to frequently accessed modules, records, or reports.
  • Filter: A mechanism in ServiceNow lists that allows users to narrow down records based on specific conditions.
  • Flow Designer: A no-code/low-code graphical interface in ServiceNow for building complex workflows and process automation.
  • g_form.addInfoMessage(): A client-side JavaScript function used in Client Scripts to display an informational message on a form immediately.
  • GlideAjax: A client-side API in ServiceNow used to make asynchronous calls to the server (e.g., to a Script Include) without reloading the page.
  • GlideRecord: A server-side API in ServiceNow used to interact with the database (query, insert, update, delete records).
  • gs.addInfoMessage(): A server-side JavaScript function used in Business Rules or other server-side scripts to display an informational message after a server response.
  • gs.eventQueue(): A server-side JavaScript function used in Business Rules to generate an event, which can then trigger notifications or other automated processes.
  • gs.log(): A server-side JavaScript function used in scripts for logging messages to the System Logs, useful for debugging.
  • Header Bar: The top section of the ServiceNow UI, containing global search, user profile, settings, and impersonation options.
  • HRSD (HR Service Delivery): A ServiceNow application suite for managing employee lifecycle events, HR cases, and employee self-service.
  • Impersonate User: A feature in ServiceNow that allows an administrator to temporarily experience the instance as another user, crucial for troubleshooting access and UI issues.
  • Import Set: A temporary staging table in ServiceNow where imported data is initially loaded before being transformed into permanent tables.
  • Incident Management: An ITSM process for restoring normal service operations as quickly as possible after an unplanned interruption or reduction in quality of a service.
  • Instance: A dedicated, cloud-based application server and database tailored for a specific ServiceNow customer.
  • ITBM (IT Business Management): A ServiceNow application suite for managing IT portfolios, projects, and resources.
  • ITOM (IT Operations Management): A ServiceNow application suite for providing visibility into IT infrastructure, predicting issues, and automating responses.
  • ITSM (IT Service Management): The foundational suite of applications in ServiceNow, including Incident, Problem, and Change Management.
  • Knowledge Base: A repository for articles containing information, solutions, policies, and FAQs in ServiceNow's Knowledge Management system.
  • Knowledge Management (KM): A ServiceNow application for creating, publishing, and managing knowledge articles to foster self-service and deflect support requests.
  • List: A primary interface in ServiceNow that displays multiple records from a table in a tabular (rows and columns) format.
  • MID Server (Management, Instrumentation, and Discovery Server): A Java application that runs on a customer's internal network to facilitate communication between the ServiceNow cloud and internal systems.
  • Module: A sub-section within a ServiceNow application that provides access to specific lists, forms, reports, or configuration pages.
  • Navigation Filter: The search bar in the Application Navigator used to quickly find applications, modules, or configurations.
  • Next Experience: ServiceNow's modern user interface, designed to offer a unified, personalized, and intuitive experience across the platform.
  • Notifications: A ServiceNow feature for sending automated communications (email, SMS, push) to defined recipients based on system events or record updates.
  • NLU (Natural Language Understanding): The technology used by ServiceNow's Virtual Agent to interpret user input and match it to relevant topics.
  • Order Guide: A type of Service Catalog item that allows users to order multiple, related catalog items simultaneously from a single request form.
  • Out-of-the-Box (OOTB): Refers to standard, pre-built functionalities and configurations provided by ServiceNow without any customization.
  • PaaS (Platform-as-a-Service): A cloud computing model where a third-party provider delivers hardware and software tools, usually required for application development, to users over the internet.
  • Personal Developer Instance (PDI): A free, non-production ServiceNow instance provided to developers for learning, experimentation, and building custom applications.
  • Personalization: User-driven changes to the ServiceNow UI (e.g., list layouts, favorites) that only affect the individual user.
  • Phase: A logical grouping of related modules within this study guide, providing a structured learning journey.
  • Principle of Least Privilege (PoLP): A security principle stating that a user or process should be given only the minimum necessary access rights to perform its job.
  • Problem Management: An ITSM process for identifying the root cause of incidents and preventing their recurrence.
  • Record Producer: A special Service Catalog item that creates a record in a specific table (e.g., Incident, Change Request) directly from the Service Portal.
  • Reference Field: A field type in ServiceNow that creates a direct link to a record in another table, establishing relationships between data.
  • Requested Item (RITM - sc_req_item): A record created when a user submits a Service Catalog item, representing a single item within a broader request.
  • Request (sc_request): The top-level record created when a user submits a Service Catalog item, acting as a container for the entire order.
  • SaaS (Software-as-a-Service): A software distribution model in which a third-party provider hosts applications and makes them available to customers over the Internet.
  • SAML 2.0: (Security Assertion Markup Language 2.0) An open standard for exchanging authentication and authorization data, often used for Single Sign-On (SSO) in ServiceNow.
  • Schema Map: A visual tool in ServiceNow that displays a table and its relationships to other tables, aiding in understanding complex data models.
  • Script Include: A reusable server-side JavaScript function or class that can be called from other server-side scripts in ServiceNow.
  • Scripting: The use of JavaScript in ServiceNow to implement complex logic, integrations, or behaviors beyond declarative configurations.
  • SecOps (Security Operations): A ServiceNow application suite for integrating security response, vulnerability management, and threat intelligence.
  • Self-Service Portal (Service Portal): A modern, consumer-like interface in ServiceNow primarily used by end-users to request services, find knowledge, and track requests.
  • Service Catalog: A structured, user-friendly collection of services that users can request in ServiceNow.
  • ServiceNow Developer Site: An official resource providing documentation, tools, and training for scripting, APIs, and custom application development on ServiceNow.
  • Single System of Record (SSOR): A core ServiceNow principle emphasizing the centralization of all enterprise processes, data, and interactions onto a unified platform.
  • SLM (Service Level Management): An ITSM process for defining, agreeing, monitoring, and reporting on the level of IT services provided.
  • SNUGs (ServiceNow User Groups): Local communities where ServiceNow users and professionals meet to share knowledge and network.
  • Spokes: Pre-built integration actions and sub-flows in Flow Designer that connect to specific applications (ServiceNow and external).
  • Studio: An integrated development environment (IDE) within ServiceNow for building custom applications, managing scripts, and working with update sets.
  • System Logs: Various log files in ServiceNow (e.g., syslog, syslog_transaction) that provide insights into system activity, performance, and errors.
  • System Update Set: The primary mechanism in ServiceNow for packaging and moving configuration changes (metadata) between instances.
  • Table: The core organizational unit of data in ServiceNow, representing a specific type of record (e.g., incident, sys_user).
  • Tag: A user-defined label that can be applied to individual records in ServiceNow for personal organization or informal categorization.
  • Task (task table): A base table in ServiceNow from which many other task-based records (Incident, Problem, Change Request) extend, providing common fields and functionalities.
  • Transform Map: A component in ServiceNow's data import process that defines the relationships between fields in an Import Set (staging) table and a target (production) table.
  • UI Action: A custom button or link on a ServiceNow form or list that executes client-side or server-side scripts.
  • UI Policy: A no-code tool in ServiceNow used to dynamically change the behavior of form fields (make mandatory, visible, read-only) based on specific conditions.
  • Update Set: See System Update Set.
  • Virtual Agent: ServiceNow's conversational AI chatbot, designed to provide immediate assistance to users through natural language requests.
  • Visual Task Board (VTB): A visual, agile-like interface in ServiceNow that allows users to manage and track tasks by dragging and dropping cards between lanes.
  • Workflow Editor: A legacy graphical tool in ServiceNow for defining multi-step approval processes and task routing, commonly used for ITSM processes.
  • Workflow Studio: The modern development environment in ServiceNow that encompasses Flow Designer and Workflow Editor for building automated processes.