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This is best content for ServcieNow given by ErMukesh.

This is best content for ServcieNow given by ErMukesh.

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Glossary of service now Glossary of service now Document Transcript

  • Aaccess control rule or ACL rule: An ACL rule controls what data users can access and how theycan access it. ACL rules require users to pass a set of requirements in order to gain access toparticular data.account: In the Sales Force Automation plugin, accounts represent companies that are salesprospects or customers.activity: In the Sales Force Automation plugin, activities track sales-related actions, such as emailmessages, phone calls, or meetings. Activities may be associated with a contact, account, oropportunity.admin: The admin (administrator) role in ServiceNow, which has permission to perform almost allfunctions. The term admin usually includes both the global admin, and the admin for a givenapplication. For example, both the admin and catalog_admin roles have rights to administer theservice catalog.affinity: Affinity is the association of a computer or network device to its credentials as establishedby ServiceNow Discovery or Runbook Automation. Once a device is matched with its credentials,the relationship is written to a database table, and those credentials are used to query the device insubsequent discoveries and workflow activities.agent: An agent is the name of an external system (integration) that writes messages to the Queue[ecc_queue] table. For example, the agent name for a MID Server is in the form mid.server.xxx,where xxx is the name of a particular MID Server.allocation rule: Allocation rules define how to process each expense line to generate one or moreexpense allocation records. Rule conditions are based on data from the expense line source.allocation unit: An allocation unit tracks the total capacity of a business service as well as thenumber of units being consumed as defined by the CI Cost Center Relationship records.API functions: API functions are small, globally defined sets of remote functions that can beperformed on a targeted resource.
  • application: A ServiceNow application is a grouping of modules as they appear in the applicationnavigator.application navigator: The application navigator is a navigation bar on the left side of the screenthat displays a list of applications and modules.approval: An approval is a task within a workflow that requests an action (approval or denial) from auser or user group before the workflow continues.approval rules: Approval rules are the configured steps required to approve a service or catalogrequest.asset: An asset is any hardware, software, or consumable found in the business environment.Assets of a service provider include anything that could contribute to the delivery of a service.asset class: An asset class is a group of assets all stored in the same database table (alm_asset ora table that extends alm_asset). In ServiceNow, the default asset classes are hardware, software,and consumables. If the default classes are not appropriate for a specific group of assets, a customasset class can be created.audit: Tables can be audited, meaning that changes to any of the values in a record on that tableare tracked. These changes are stored on the Sys audit [sys_audit] table and the Record History[sys_history_set] table.automation task: See scheduled job.Bbacklog: A backlog in the scrum agile development environment is an ordered list of stories thatteam members agree to work on during a sprint. The scrum process uses three backlogs: product,release, and sprint.base class: A base class is a table which is extended but does not extend any other tables.
  • baseline (CI): A CI baseline is a snapshot of a configuration item as it appears in your system in itsbasic form. All the changes you make to that configuration item since the snapshot was created aredisplayed on the CI form as basic attribute changes. When a baseline is created, the attributes of theCI are captured as well as all first-level relationships for the CI. Any changes to the base CI or to anyrelated CI will be captured and displayed.baseline update set: A baseline update set is an update set that captures all of the customizationsbefore the System Update Sets plugin was activated.banner frame: The banner frame is the portion across the top of every page that contains the logoand basic global navigation choices.blackout window: A blackout window is a schedule that defines a period of time in which nochanges should be performed. The Change Management Collision Detector plugin uses blackoutwindows to detect conflicting changes.bookmark: In UI11, a bookmark is a link to information in the ServiceNow system. All users createand manage their own bookmarks, which appear on the edge.breadcrumbs: Breadcrumbs are filters displayed as a series of links above the record list. Click theindividual elements of the path to see a different view.bundled model: A bundled model is a single model comprised of individual models. For example, alaptop, printer, keyboard, and mouse can be combined in a single, bundled model.burn down chart: The burn down chart is used by scrum masters in an agile developmentenvironment to view ideal sprint progress against actual sprint progress.business rule: A business rule is a piece of JavaScript configured to run when a record is inserted,updated, or deleted, or when a table is queried. A business rule can be set to run before or after thedatabase action has occurred. In the case of a query, the business rule should run before thedatabase operation, so that the data returned to the user is appropriate to his system privileges (userroles). A typical business rule might execute a script after a user updates an incident or escalatesthe priority of a change request.
  • business service: A business service is a service (such as email or electronic messaging) deliveredto customers by business units. The business service is supported by an IT infrastructure ofconfiguration items (CI).Business Service Management (BSM): A BSM map is a graphical display of the configurationitems (CIs) within a system and their relationships to one another.Ccamel case: Camel case is the convention of removing the spaces between words and using anuppercase letter to start each word in a multiple word name. In Live Feed, consider using camelcase to create a tag that is more than one word long. For example, to create a topic about theservice desk, use #ServiceDesk.capabilities: MID Server capabilities define the specific functions of a MID Server within an IPaddress range. The base system functionality enables an administrator to select specific capabilities(such as SSH, SNMP, and PowerShell) for the probes launched by each MID Server.catalog item: A catalog item is any unique item or service in the service catalog that can be orderedby the end user. To specify how a catalog item is procured, who works on it, or how it is delivered,the item must be tied to a service catalog execution plan.change: A change is the addition, modification, or removal of anything that could have an effect onIT services.chat: Chat allows users to communicate via instant message with other users in a ServiceNowinstance (requires the Chat plugin).chat action: Chat actions are additional items that appear in the chat window menu (requiresthe Chat plugin).chat queue: Chat queues define the schedules, support staff, and system messages for help deskchat (requires the Chat plugin).
  • chat queue agent: Chat queue agents are service desk staff that provide support for a help deskchat queue (requires the Chat plugin). To support a particular queue, a user must be a member ofthe assignment group for the queue.CI cost: A CI cost is the total of cost of a configuration item. The CI cost is typically associated witha single CI.CI cost center relationship: A CI cost center relationship is a record associating a cost center to abusiness service that it consumes and the number of units it uses. This is used to calculate thenumber of allocated units to update the allocation unit record.CI rate card: A CI rate card represents a collection of recurring CI costs associated with a collectionof configuration items. Rate cards are usually designed around a certain cost model. An examplemight be a certain model server running in the New York datacenter. The costs associated could bedifferent than the same server model running in the London datacenter. Each model would have aseparate rate card.CI rate card cost: A CI rate card cost is a recurring cost definition that is processed monthly foreach CI in the rate card. The rate card is a template that duplicates each cost for each CI, asopposed to managing individual cost records.class: A class is a table that extends or is extended by another table.clickthrough: Clickthrough is a property that allows users to open a referenced record in the currentwindow. Reference icons allow clickthrough by default. Administrators may also enable pop-upicons, which open a referenced record in another window.client script: A client script is a JavaScript you create to run in the client browser. ServiceNowsupports the following script types: onLoad() runs when a form is loaded. onChange() runs when a particular widget changes value. onSubmit() runs when a form is submitted.
  •  onCellEdit() runs when a cell on a list changes value.clone: A clone is a snapshot of your production ServiceNow instance that you use to refresh yourtest or development environments.cluster: A cluster is a ServiceNow instance comprised of two or more nodes: one or more interfacenodes to which all user requests from the browser are directed, and worker nodes that handlediscrete operations, such as Discovery probes. A cluster can exist on the same physical machine oron separate machines. In a cluster, all the nodes point to the same database and have the sameinstance ID. The node and cluster concept only applies to instances hosted in a Gen1 datacenter.coalescence: Coalescence is the method by which import sets may update existing records in adestination production table, rather than simply inserting new records. When coalescence isconfigured for a field, the import set application attempts to match the source value to the currentlyexisting target value on a production table for updating. If the source value does not match, a newrecord is created.collision: A collision is when an incoming customer update in an update set applies to the sameobject as a newer local customer update. The system update sets preview lets administratorsdetermine whether or not the incoming customer update is applied.conflict: A conflict is a record generated by the change management collision detector when ascheduled change overlaps with other changes or is otherwise improperly scheduled. Conflictrecords detail the type of conflict and what items or schedules were in conflict.condition builder: A condition builder constructs a condition statement with a series of contextuallygenerated fields. Condition builders are used in filters, survey administration, access controladministration, and other areas.configuration item (CI): Any computer, device, or piece of software in the CMDB. A CIs recordincludes all relevant data, such as manufacturer, vendor, and location.configuration page: The configuration page is the module within the content management system(CMS) that sets the global defaults for content pages and sites.
  • configuration management database (CMDB): The CMDB is a database of the configurationitems (CI) and their relationships within an enterprise network.consumable asset: A consumable asset is tracked qualitatively and can be transferred in quantitiesgreater than 0. Details such as all locations where the consumable is installed are not tracked.Examples of assets that are often managed as consumables include pencils, chairs, and monitorstands. (Prior to the Berlin release, consumable assets were named "parts.")contact: In the Sales Force Automation plugin, contacts represent sales contacts at companies. Acontact is linked to an account and hence is assigned to the sales representative for the account.content block: In the content management system, a content block is an item that can be added toa homepage or a content page, and which contains a defined form of content, such as static HTML,a report, or a list.content frame: The content frame is the main area of the primary user interface. The content framedisplays pages to which a user navigates.content link: In the content management system, a content link is a record on the Content Link[content_link] table that contains a URL. Content links are used by list blocks to generate a list oflinks rather than a list of records.Content management system (CMS): The content management system is an application thatenables users to create a custom interface for the ServiceNow platform and ServiceNowapplications. The CMS can also be used to create websites.content page: A content page is a web page generated by the content management system.content site: In the content management system, a content site is a series of content pagesgrouped together with the same base URL, intended for the same group of users.content type: In the content management system, a content type is a series of definitions thatcontrol list blocks.
  • context menu: A context menu provides a limited set of actions based on the current state, orcontext. In ServiceNow, context menus are right-click menus. Administrators can customize contextmenus.contract: In the Sales Force Automation plugin, contracts manage sales records for products orservices. Contracts may have a limited time frame, track specific post-sale details, and identifyrenewal opportunities.controlled availability (CA): Controlled availability is the state of a current release that isrecommended for early adopters of new features or fixes. For more information, see ReleaseTerminology.current release: Customers can upgrade instances to a current ServiceNow release.current update set: A current update set is an update set that has been selected using the UpdateSet Picker. Customizations made by a user will be added to the users current update set.customer update: A customer update is a record on the Customer Updates [sys_update_xml] tablethat stores an individual customer customization as an XML storing the change. Customer updatesare used to protect customizations during the update process. System update sets allow you togroup customer updates and move them from instance to instance.customization: See customer update.Ddashboard: A dashboard is a collection of lists, graphs, charts, or other content items thatautomatically refresh.data source: A data source can be from a file or a Java Database Connectivity (JDBC) connection.Data sources are used to create an import set so that data can be processed, if necessary, prior tobeing mapped onto a production table. Data sources support the following remote file retrievalmethods: FTP. FTPS (Auth SSL, Auth TLS, Implicit SSL, Implicit TLS), HTTP, HTTPS, SCP.
  • Default update set: The Default update set is an update set that can be used to storecustomizations that are not meant for transfer.delivery plan: A delivery plan describes how a catalog item is procured, configured, and installed.Each plan consists of one or more delivery plan tasks which are discrete steps in the deliveryprocess. For example, a PDA might go through procurement, activation, and installation of thedesktop software.derived field: A derived field is a field that is not in the primary table being displayed, but is insteada field that is obtained by following a reference from the primary table to some other table.detail block: In the content management system, a detail block is a content block that displays thelists, forms, catalog items, or knowledge articles of a given table.detail page: In the content management system, a detail page is a page that contains a detail blockand is used to display content from ServiceNow tables.device: A device in ServiceNow is a notification delivery endpoint object, such as email or a cellphone, used to receive messages generated from within the system.dictionary: The system dictionary is a table, [sys_dictionary], that describes the tables and fields inan instance. It stores field data types, character limits, default values, dependencies, and otherattributes.dictionary override: A dictionary override is a declaration in the dictionary that overrides adictionary entrys behavior on an extended table.Discovery: Discovery is a purchasable feature that searches the network for all attached computersand devices, then populates the CMDB with configuration, provisioning, and current statusinformation for each.domain: A domain is a unique section of a single instance used to separate data, processes, and UIelements while still sharing global properties and global processes across the entire instance.dot-walking: Dot-walking describes the structure of a variable in a script that contains one ormore reference fields, separated by a dot for each table involved. For example, you want to create a
  • script that determines whether a caller in an incident is configured as a VIP. The variable for thereferenced caller_id field might be defined as:var caller = g_form.getReference(caller_id);To get the information on whether the user is a VIP, the script dot-walks to the vip field in the User[sys_user] table with the following condition:if (caller.vip==true)dropzone: A dropzone is an area on a content page in the content management system or ahomepage where content can be added.dynamic HTML block: In the content management system, a dynamic HTML block is a contentblock which renders Jelly script in a content page.EECC Queue: The External Communication Channel (ECC) Queue is a database table that isnormally queried, updated, and inserted into by external systems such as the MID Server used forDiscovery. The ECC Queue is the normal connection point between ServiceNow and externalsystems. Records saved to the Queue [ecc_queue] table are in the form of messages from externalsystems.edge: The edge is the gray toolbar on the left side of the screen in UI11. It provides the ability toshow or hide the banner frame or the application navigator, split the screen horizontally or vertically,and create and access bookmarks.email client: The ServiceNow email client enables you to send email directly from any record (suchas an incident, change request, problem, or user record). By default, this functionality is disabled.Administrators can enable the functionality by changing the dictionary entry for each appropriateapplication.
  • enterprise license: An enterprise license is a software license for large customers that providessome flexibility, an agreed upon discount price, and a mechanism for easy administration.entitlement: Software entitlements enable asset managers to define the people or machines towhich a specific, purchased software license is assigned.events: A system event is a configured marker in JavaScript that triggers an email notificationalerting specific users when a table is changed or queried. Events are created in business rules andare triggered when a record is inserted, updated, or deleted. You can use existing system events orcreate your own to react to specific record changes.execution plan: See delivery plan.execution task: An execution plan, also called a delivery plan, is made up of one or more executiontasks. Each task represents work that needs to be completed by a specific group as part of theoverall execution process.expense line: Expense lines represent a point in time expense amount and the record that incurredor generated the expense. Recurring CI costs are processed monthly to generate expense lines forthe previous month. Other applications could also generate expense lines, such as a task expenseor time worked expense.expense aggregation: An expense aggregation collects and represents all of the direct expensesfrom child CIs using the existing CMDB relationship mappings. Individual CI expenses are useful foronly that CI. Expense aggregation shows how much an entire business service or application coststo operate.Ffeature: A ServiceNow feature provides a complete solution that customers can implement to addvalue to their organization. New features are only available as part of a feature release.feed: A feed is a stream of related messages that are posted in Live Feed.
  • feed navigator: In Live Feed, the feed navigator allows users to view and filter by tags in one click.The feed navigator is available in the Social IT > Company Feed with Layout module.field: A field contains an individual item of data on a record in a table.field status indicator: A field status indicator is a colored block that may appear to the left of formelements. These indicators convey field status, such as mandatory, read-only, and modified.filter: A filter is a set of conditions applied to a table that lets you find and work with a subset of thetables data.flash movie block: In the content management system, a flash movie block is a content block thatembeds a flash movie into a content page.flyout: In UI11, a flyout is a window that opens on top of the current screen. Flyout windows allowusers to view information without navigating away from open panes.form: A form is a page that allows users to view and enter data on a record in a table.frame: In the content management system, a frame is a UI Macro that defines how the outsideedges of content blocks are rendered by calling a CSS declaration in a style sheet.fullfillment group: A fullfillment group works on execution tasks. For example, one group mayactivate a cell phone while a different group installs the desktop software.formatter: A formatter is a user interface (UI) element (not a field) used to display complex contentin a form. The content in formatters can be controlled by UI macros.Ggauge: A gauge is an item that can be added to a homepage or content page (content managementsystem). Gauges display data in a variety of formats, such as charts and lists.general availability (GA): General availability is the state of a current release that is recommendedfor use by all customers. See Release Terminology.
  • Glide: Glide is an extensible Web 2.0 development platform written in Java that facilitates rapiddevelopment of forms-based workflow applications (work orders, trouble ticketing, and projectmanagement, for example).GlideForm (g_form): GlideForm.js is the JavaScript class used to customize forms. This classcontains the g_form object. GlideForm.js, and the g_form object only run on the client.glide list: A glide list is an array of values, often referenced from another table, that are stored in asingle field (example, the Watch List field in the task table).global UI script: A global UI script is available on any form in the system. Administrators can createglobal UI scripts.graphical workflow: A graphical workflow is an interface that represents workflow events andtransitions.grid editing: Grid editing, or spreadsheet edit mode, allows users to modify data in list view usingkeyboard navigation, similar to entering data in a spreadsheet. Administrators can enablespreadsheet edit mode for lists by setting the glide.ui.list_edit_grid property to true.group: A group is a collection of users who perform a specific role in the company, such as NetworkSupport.Hhelp desk chat: Help desk chat allows users to communicate directly with service desk staff viainstant messaging in a ServiceNow instance (requires the Chat plugin).history set: A history set is a record on the Record History [sys_history_set] table that stores thechanges to a record on an audited table over time.homepage: A homepage is a dashboard that consists of navigational elements, functional controls,and system information (gauges). When a user first logs in to ServiceNow, the system homepage
  • appears. Administrators can create other global homepages to provide an overview of frequentlyused information by application. Users can customize homepages for their personal use.hotfix: A hotfix supports existing ServiceNow functionality with a specific problem fix. It may notinclude any previous fixes for a given release. See Release Terminology.HTML field: An HTML field is a field which holds HTML and provides an HTML editor interface.IIBM PVU licenses: Processor Value Unit (PVU) is a unit of measurement defined by IBM todetermine software licensing costs based on processor (with processor defined as each core on asocket) and/or server model. Each software package has a price defined as a number of points orPVUs per core. For a complete explanation of IBM PVU licensing for distributed software, seethe IBM PVU Table on the IBM website.identifiers: An identifier is a Discovery process that uses identification data that identify probesreturn to determine whether a device found during a Discovery already exists in the CMDB. Theidentifier then determines what Discovery does next: update an existing CI, create a new CI, or donothing.iFrame block: In the content management system, an iFrame block is a content block that canrender any URL within an iFrame embedded in a content page.image library: The image library is an interface that allows for easy management and use ofuploaded images.impact: Impact is a measure of the effect of an incident, problem or change on business processes.Impact is often based on how service levels will be affected. Impact and urgency are used to assignpriority.implementation: An implementation is the initial process of establishing a ServiceNow instance.
  • import set: An import set is a set of data imported into ServiceNow from an external data source.Imported data is stored in the temporary Import Set table, where atransform map maps the data toexisting tables in ServiceNow.inbound email action: An inbound email action is a defined script triggered by an email that thesystem mailbox receives.incident: An incident is an unplanned interruption to an IT service or a reduction in the quality of anIT service. Failure of a configuration item that has not yet impacted service is also an incident.instance: A instance is an individual implementation of the ServiceNow platform. Each instance hasa unique address (usually http://InstanceName.service-now.com/) and many customers havemultiple instances (such as sandbox, development, and production instances).integration: An integration is a process by which the ServiceNow platform can be made to work witha third-party application or web service.interactive: An interactive transaction is a transaction generated by a user, as opposed to abackground or system process.introduction to tasks: An introduction to task is a type of record that represents a task within anITIL process.IP network: An IP network contains all the IP addresses in a network or a subnet, includingthe network address (the lowest address in the range) and the broadcast address (the highestaddress in the range). When Discovery pings an IP network, it discards the results from theseaddresses to avoid reporting devices more than once. IP network discoveries generally producemore accurate results than searches of IP address ranges.Jjournal field: A journal field is an input field that can allow, store, or display input. Examples ofjournal fields are single-string fields and multi-line text boxes such asComments fields.
  • Llayout: A layout is an arrangement of dropzones on a homepage or content page (contentmanagement system).lead: In the Sales Force Automation plugin, leads represent salespeople at prospective customercompanies. Lead records store contact information and a basic company profile.left navigation bar: See application navigator.legacy: A legacy page within the Wiki describes obsolete functionality. Legacy pages are left on theWiki to allow users with older versions of the ServiceNow platform to retain the documentation.license base: A license base is a record that displays the requirements of a software license andthe details of how the license is being used by configuration items (CI) and named users. Licensebase records calculate the expiration level and the compliance status of a software license.list block: In the content management system, a list block is a content block that generates a seriesof lists from tables in the instance.list definition: A list definition is a UI macro that defines a list block.local update set: A local update set is an update set created on the current instance so it can bemoved to another instance.login rule: A login rule determines what site entry page the user sees after logging in.Lucene: Lucene is open source code which ServiceNow uses to index the text in records so that therecords can be searched by keywords.M
  • maintenance schedule: A maintenance schedule is a schedule that defines when changes can bescheduled, defined in the Maintenance Schedules plugin. Changes scheduled for times outsidethe maintenance schedule are flagged as improperly scheduled.memory leak: A memory leak occurs when a computer program uses but does not release systemmemory, causing a decrease in available memory for the computer.metrics: A metric measures and evaluates the effectiveness of IT service management processes.model: Models are specific versions or various configurations of an asset or configuration item, forexample, an IBM ThinkPad T60p laptop computer. A model can be in more than one modelcategory. For example, a laptop can be a computer AND a server.model category: A model category defines how assets, configuration items, and other items (forexample, contracts, consumables, and licenses) are related to each other. A model category can berelated to many models, and many models can be related to a single model category. For example,a specific model of a workstation can be included the computer model category and the servermodel category.module: A module is any link in the application navigator that opens a page in the content frame orin a separate tab or window.modular templating: In project management, modular templating is the process of copying anexisting task and using it as a template for a new task. This technique allows for smaller sub-projectsto be copied from a larger project structure and applied individually.Nnavigation menu: See application navigator.node: A node is a distinct application server process within a single ServiceNow instance. Aninstance can have two or more nodes (known as a cluster) depending upon system load and otheractive features, such as Discovery. Each node has a different URL but points to the same databaseand has the same instance ID. The interface node in an instance (there can be two or more) handlesall the user requests from the browser. Worker nodes handle such tasks as MID Server probes and
  • schedule and event processing in high load systems. Nodes typically exist on the same physicalserver, but can run on different machines.non-consumable asset: A non-consumable asset corresponds to configuration items defined in thesystem. Configuration item information, such as changes of status and location, is tracked. Non-consumable assets must be transferred as a single entity with a quantity of 1. Examples of assetsoften managed as non-consumables include computers and servers.nonce: A nonce is a random value used once during login for authentication to prevent a malicioususer from performing a replay attack to gain access to your system. An authentication agent(typically a network server) uses a nonce, an ID value, and a predefined secret shared by both thesender and the peer to authenticate the login.notification device: A notification device in ServiceNow is a notification delivery endpoint object,such as email or a cell phone, used to receive messages generated from within the ServiceNowplatform.OOID: An OID is an object identifier (called a system OID in Discovery) that is required identificationon any SNMP device. Some devices provide a unique OID that Discovery can use to identify thedevice. Other OIDs are not unique and cannot be used to establish the identity of a device.ServiceNow provides a list of over 400 unique OIDs.OLAP analysis: OLAP analysis is a method of data analysis for reporting with cubes. OLAP wasdeprecated in Spring 2010 Stable 1 in favor of Pivot Tables.opportunity: In the Sales Force Automation plugin, opportunities track potential sales of products orservices to accounts.order: Order is the sequence in which a condition should be evaluated if more than one matchingcondition exists. The order is evaluated from the lowest value to the highest value.order guides: An order guide, known as a bundle in previous versions, is an orderable entity thatuses a script to guide a user through a complex ordering process.
  • ou: In LDAP, ou is used to describe an organizational unit and indicates functional areas within anorganization, such as ou=people, ou=groups, ou=devices, and so on. Lower level OUs might beused used to break down these categories even further.Ppatch: A patch release supports existing ServiceNow functionality with a collection of problem fixes.It includes all previously issued hotfixes for a given release. SeeRelease Terminology.personalize: Personalizing a form or list changes the layout and appearance of the form or list andmay add, remove, and rearrange fields and columns.perspective: Menu perspective allows a user with access rights to switch between different menustructures based on other roles. For example, an administrator can switch his menu view to thehelpdesk user’s perspective to check whether that user’s role provides appropriate access rights.pivot table report: A pivot table report shows the summary of aggregated data and enables you toquickly investigate the source of the summarized data. Non-empty cells have tooltips that report thenumber of records the cell represents. Clicking a non-empty cell drills through to display abreakdown of those records.platform: The platform is the complete set of the ServiceNow software services.plugin: A plugin is an extension to the existing platform that is activated to add functionality to theplatform. Many plugins can be activated by the administrator but some require assistance fromServiceNow Technical Support.polling: Polling is the method by which the browser gets information from the server to send instantmessages in Chat. The polling method for Chat is configured withthe glide.short_poll_delay property.pop-up: A pop-up is a customizable information box about any field in a ServiceNow record that isdisplayed from a reference icon. You can define the fields to display in pop-ups and set the waitdelay for the action.
  • pre-allocated asset: An asset that is in stock (with a quantity possibly greater than one), but is notyet a financial liability. The allocation process makes the pre-allocated asset a recognized asset.previous release: A previous release is still supported but newer release versions arerecommended. All ServiceNow releases are supported with patches and hotfixes for two featurerelease cycles.priority: The priority of an incident, problem, or change ticket indicates how quickly the service deskshould address the ticket. ITIL suggests that priority be made dependent on Impact and Urgency.probes: ServiceNow probes are pieces of code that a MID Server uses to determine importantcharacteristics of addressable devices for Discovery. The platform creates these probes fromtemplates that are configured to communicate with a device using its own language (SSH, WMI,etc). Probes can determine a devices operating system, processor speed, amount of RAM, and soon.problem:: A problem is a cause of one or more incidents. The cause is not usually known at thetime a problem record is created and the problem management process is responsible for furtherinvestigation.process application: A process application provides a structured set of activities designed tosupport a business process or function. It provides measurable business value for stakeholders.Process application covers both ITIL applications like incident management and non-ITILapplications like facilities management.process guide: A process guide is an optional advanced approval engine that you select instead ofthe default approval rules. A process guide can use the following approval logic: Any approvals in which the approval of any member of an approval group is required, ratherthan the approval of all members. Sequenced approvals in which the system polls each approver in a configured sequenceuntil one of them grants approval.You can create process guides for the following operations:
  •  Catalog requests Change request Catalog tasks Change tasksproduct: In the Sales Force Automation plugin, products store detailed information about theproducts or services offered. Products may be associated with competitor products to identify vendorreplacement sales opportunities.Rrange set: A range set is a collection of IP ranges, IP addresseses, or IP networks that you canassign to a ServiceNow Discovery schedule. A typical use of range sets is to define all theaddressable devices in a specific location.record: A record is an entry in a database table.record producer: A record producer allows customers to add information to the database using theservice catalog front end. It provides a user-friendly alternative to the regular form interface for ESSusers.reference field: A reference field draws data from a different table. Reference fields can appear in avariable separated from the source field by a dot (dot-walking).reference icon: A reference icon displays customizable information about fields in ServiceNowforms when you point the mouse to the icon. Reference icons appear on some forms and in all listviews, enabling you to view abbreviated versions of records.reference qualifier: Reference qualifiers are used to filter the data that is selectable for a referencefield, using either the autocomplete support or the magnifying glass lookup icon.
  • registry: Use the registry to add a new event to the database. After you create an event in businessrules, you must register the event before it can be used for email notification.related links: Related links provide access to additional functions from forms or lists. Administratorscan add related links using UI actions.relation type: A relation type is a record that defines the relationship between two records. This mayinclude CI relation types, Knowledge relation types, or Task relation types.release: A release is the result of a software development effort intended for customer use.remote update set: A remote update set is an update set that has been created on anotherinstance and brought over via the Update Source.report: A report is a graphical representation of data within the platform.resource pool: A resource pool is a configuration on an ESX Server that defines the maximumamount of resources a virtual machine template in that pool can consume. A configurable propertyenables resource pools to expand when necessary if the ESX Server has additional resources tospare.result state: A result state is the path that Discovery takes after it attempts to match the identity of adevice it has discovered in the network with a CI in the CMDB. The result state determines ifDiscovery continues or stops after it receives the answer to its query.risk: A possible event that could cause harm or loss, or affect the ability to achieve objectives. A riskis measured by the probability of a threat, the vulnerability of the asset to that threat, and the impactit would have if it occurred.role: A role is a category assigned to a user or group of users that defines access privileges toServiceNow functionality. All groups or users assigned to a role are granted the same systemaccess. Roles can also contain other roles; the combined role is granted all the access rights from allthe contained roles. To learn more, seeCreating Roles.
  • rollback: A rollback workflow activity moves processing backward to a specified activity in theworkflow. A rollback activity can be used to reset activities that have already executed back to theiroriginal state. For more information, see Approval and Rollback Activities.rota: A rota in the Group On-Call Rotation application is the top-level definition of on-call shift hourpatterns, personnel lists, and notification rules for a group.Sschedule item: A schedule item is a particular instance of a scheduled job.scheduled job: A scheduled job is a record that performs a given task regularly based on aschedule. Scheduled jobs can generate and distribute reports, generate records from templates, orrun a script.scope: In Service Portfolio Management, scope refers to the detailed service parameters that definethe limits of a business service.scrum: Scrum is an iterative and incremental framework for project management mainly deployed inagile software development environments. Scrum is characterized by brief development cycles,called sprints, in which a feature is created, tested, and released.search chains: Search chains are used to provide search suggestions in Zing test search. Searchchains generate suggestions by tracking occurrences of similar searches, in order, over time.search page: In the content management system, a search page is a content page used to displaysearch results.semaphores: Semaphores protect shared resources by controlling the number of user transactionsthat can be run in parallel. The default number of semaphores in a ServiceNow node is 4.server script: A server script is a script that is processed by the server.service: A service is an application or feature that performs activities in support of either businessapplications or the ServiceNow platform.
  • service catalog: The service catalog is the central repository of goods and services that your IThelp desk provides for its users. Users can directly request these services and items from theservice catalog.Service Level Agreement (SLA): A Service Level Agreement (SLA) is a defined rule that measuresthe elapsed time of an open task. After a set period of time, the SLA promotes the open task by oneescalation level, from Normal to Moderate, Moderate to High, and High to Overdue.service level contract: A service level contract is a defined master class that controls one or moreSLAs. Assigning a service level contract to a particular incident will help find the most appropriateSLA.short polling: Polling is the method by which the browser gets information from the server to sendinstant messages in Chat. With short polling, the browser sends a request to the server in fixedintervals as defined by the glide.short_poll_delay property. For example, open a new request every1000 milliseconds, receive an immediate (possibly empty) response, and close the connection.single sign-on (SSO): Single sign-on is a method of access control that enables a user to log inonce and gain access to the resources of multiple software systems without being prompted to log inagain. After logging in to their company portal page, end users are pre-authenticated on theirServiceNow instance.site entry page: In tyhe content management system, a site entry page is a content page designedto appear when a user first arrives at a content site.slushbucket: A slushbucket is a two-column interface for choosing multiple selections from anavailable pool of items.Social IT: Social IT is the use of social media technology (such as instant messaging andmicroblogging) to enhance IT operations.software license: A software license is a legal document that explains the use of a specific,copyright-protected software program. Software licenses commonly state the number of copies,usually 1 or 2, of the specific software program the end user can legally use.
  • span: A span is an individual bar in a ServiceNow timeline that measures the start and end date fora configured activity on a ServiceNow table. When you create a span in a timeline, you can defineattributes such as color, text format, and tooltip content.spreadsheet edit mode: Spreadsheet edit mode, also called grid editing, allows users to modifydata in list view using keyboard navigation, similar to entering data in a spreadsheet. Administratorscan enable spreadsheet edit mode for lists by setting the glide.ui.list_edit_grid property to true.static HTML block: In the content management system, a static HTML block is a content block thatrenders HTML within a content page.stock rules: Stock rules are defined criteria stating that when inventory of a particular asset in astockroom reaches a specified threshold, a certain number should either be transferred from anotherstockroom or ordered from a vendor.stockroom: Stockrooms are places where assets are stored. (Prior to the Berlin release,stockrooms were named warehouses.)stop word: Stop words are common words that are not indexed because they are not meaningful insearch results. Articles, conjunctions, personal pronouns, and prepositions are examples of wordsthat may be configured as stop words for Zing text search.story: A story or user story is a brief statement of a product requirement or a customer businesscase that is used in the scrum method of agile software development. Typically, stories areexpressed in plain language to help the reader understand what the software should accomplish.story points: In scrum, story points are arbitrary measurements of the effort (not necessarily thetime) required to complete a story, based on the estimates of scrum team members.style sheet: In the content management system, a style sheet is a CSS document that defines thestyles for content pages.subscription license: Asubscription license is an annual or multi-year software license thatprovides the right to use the software and to obtain software updates and service.
  • sudo: The sudo program runs on UNIX and allows a system administrator to give certain users (orgroups of users) the ability to run some (or all) commands as rootwhile logging all commands andarguments. Sudo operates on a per-command basis and is not a replacement for the shell.Summary Set [sys_report_summary] table: The Summary Set [sys_report_summary]table temporarily holds the necessary information for rendering a chart. This table is enabled bythe Custom Charts plugin.supported release: All ServiceNow releases are supported with patches and hotfixes for twofeature release cycles.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 will never be generated twice, ensuring every record createdin every table in every instance of ServiceNow in the world has a unique identifying value.Ttable: A table is a collection of records in a database.tag: Tags are words marked with a hash (#) symbol in Live Feed messages. Tags are a way tocategorize messages by keyword or topic for improved search results.Task [task] table: The Task [task] table is one of the core tables provided in the base system. Itprovides a series of standard fields used on each of the tables that extend it, such as the Incident[incident] and Problem [problem] tables.theme: In the content management system, a theme is a grouping of style sheets.tracked customizations: Tracked customizations are customizations to tables that are recorded inupdate sets.transaction: A transaction is any foreground process requested by the user (URL request).transform map: A transform map matches fields from an import set to fields in a single destinationtable. A single import set field can be mapped to multiple fields in the destination table.
  • Transport Layer Security (TLS): TLS is encrypted email communication between mail servers. TLSencrypts the communication between the ServiceNow mail server and a customer’s remote mailserver. No certificate exchange or validation is done. ServiceNow can both send and receive emailvia TLS.tree picker: A tree picker is a navigational tool for selecting from hierarchical lists.UUI action: A UI action is a pop-up menu selection that enables you to to create a record in a tablebased on the information from a record in another table. For example, you can create a new Changerecord directly from an existing Problem record.UI macro: A UI macro is a reusable Jelly script that can be called from a UI page.update set: An update set is a collection of customizations made to a customer instance that can betransferred to another instance. When an instance is customized, the change is added automaticallyto the current update set. There can be only one current update set at a time.update set picker: The update set picker is a choice list in the instance header bar that lets the userselect which update set stores customizations the user makes.update source: An update source is a ServiceNow instance that the current instance can pullupdate sets from.URL suffix: In the content management system, a URL suffix defines the URL of a content page.Both content sites and content pages have their own URL suffixes, and are generated in the format:<path to your instance> + /<site suffix> + /<page suffix> + .doV
  • validation script: A validation script controls the formatting of user input into data fields anddisplays an error message for syntax violations. For example, you can create a script that enforcesthe proper formatting of an email address entered by a user.variable set: A variable set is a modular unit of variables that can be shared between catalog items.Define a variable set once and use it in multiple places.velocity chart: In scrum, a velocity chart shows how much effort (in points) a team can handle inone sprint, measured over time. This calculation helps the scrum master predict how much load ateam can handle in future sprints.view: A view is a saved version of a personalized form or list. Views enable users to quickly displaythe same form or list in multiple ways. Administrators can createcustom views.Wwatermark: A watermark is a label on a notification email that includes the autonumbered identifierof the source record (such as incident, problem, or change request) By default, watermarks areincluded on every email notification, but they can be configured differently. Watermarks enableseparate emails regarding the same incident to be associated with one another and not be treatedas separate incidents.welcome page: A welcome page is displayed to site visitors before they log in.web service: A web service allows diverse applications to communicate with each other.ServiceNow supports both inbound (provider) and outbound (consumer) web services.wizard: A wizard is a user interface element that provides a step-by-step sequence of dialog boxesto lead the user through a procedure.workflow: A workflow is a configured, automatic process for addressing a task.workflow activity: Workflow activities are the individual actions the workflow performs as it runs.This can include (but is not limited to) performing scripts, manipulating records, waiting for a setperiod of time, or logging an event.
  • workflow field: A workflow field in a task record stores and displays the location of the task recordin the workflow.