AACL: Access Control List - Access control lists are used for contextual security and Discovery: An access control rule or ACL rule controls what data users can access and how they can access it. ACL rules require users to meet certain requirements to access particular data. An access control list uses a range of IP addresses to define which devices Discovery can access and scan. Access control lists can be used to establish or bypass access restrictions on certain systems.ADB: Advanced Debugger - ADB is a UNIX process used by Discovery to access information onUNIX systems.ADFS - Active Directory Federation Services: ADFS is Microsoft software developed to providesingle sign-on access to network services. ServiceNow supports ADFS through SAML 2.0.AIX: IBM Advanced Interactive Executive - AIX is a UNIX operating system owned by IBM and canbe accessed by Discovery.API: Application Programming Interface - APIs are software rules to facilitate communicationbetween programs. ServiceNow uses APIs to extend the software beyond base system uses.ASP: Application Service Provider - An ASP is a business that supplies a web-based softwareproduct. This software differs from SaaS as an ASP provides hosting and administration of atraditional software platform accessed via the internet whereas SaaS is natively web-based.BBGP: Border Gateway Protocol - BGP is a general table of IP prefixes used to establishdecentralized reachability for autonomous routing systems.BSM: Business Service Management - A BSM map is a graphical display of the configuration items(CI) within a system and their relationships to one another.CCAL: Client Access Licensing - A CAL is a license that gives the client access to a particular webservice.CAB: Customer Advisory Board - A CAB is a special type of focus group composed of high levelmanagement workers.Also: Change Approval Board - A change approval board is a group of users that provide formalapprovals as part of a change workflow. See Case Study - Advanced Approval Workflow (Part 1) formore information.
CCMDB: Configuration and Change Management Database - CCMDB is the IBM tool fordiscovering hardware and software infrastructure. ServiceNow can inport and export to/from theCMDB with IBM CCMDB.CI: Configuration Item - A configuration item (CI) is a computer or other device attached to anenterprises networks.CMDB: Configuration Management Database - The CMDB holds a list of all configuration items andtheir details. ServiceNow supports CMDB through both the Baseline CMDB plugin andthe Enterprise CMDB plugin.CMS: Content Management System - The Content Management System is a plugin that providesfunctionality for creating branded front-ends for an instance.CRM: Customer Relationship Management - CRM is a management strategy to ensure a strongclient-provider relationship while minimizing costs and taking advantage of available technology.This is supported in ServiceNow through the Sales Force Automation plugin.CSR: Certificate Signing Request - In ServiceNow mutual authentication, a certificate signingrequest is generated by a client for an existing Java keystore when requesting a server certificate forauthentication.CSRF - Cross-site Request Forgery: A cross-site request forgery is a security exploit usingunauthorized commands sent from a trusted user. ServiceNow protects against CSRF attacksthrough High Security Settings.CSV: Comma-separated values - Comma-Separated Values are data values stored in plain textformat by way of a comma-separated list.CVS: Concurrent Versions System - CVS is a system used to track changes in software files to aidin development.DDCOM: Distributed Component Object Model - DCOM is a tool owned by Microsoft that facilitatescommunication between software over a network.DHCP: Dynamic Host Configuration Protocol - DHCP automatically configures a device to connectto an IP server without the need for human intervention.DHTML: Dynamic HTML - Dynamic HTML is a combination of HTML along with a number of otherrelated technologies to create fully interactive web content.DNS: Domain Name System - DNS is a system used to translate domain names readable byhumans, such as URLs, into numerical IP addresses.DOM: Document Object Model - DOM is a standardized and multi-platform language for objectinteraction in internet markup languages.
DSL: Definitive Software Library - A definitive software library is a secured repository of master copysoftware CIs.EEC2: Amazon Elastic Compute Cloud - The Amazon EC2 workflow enables users to request theprovisioning and deletion of virtual computers (Linux or Windows) in theAmazon EC2 virtualcomputing environment through the ServiceNow service catalog.ECC Queue: External Communication Channel Queue - The 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 the ServiceNow platform andexternal integrations. Records saved to the Queue [ecc_queue] table are in the form of messagesfrom external systems.EMEA: Europe, the Middle East, and AfricaESS: Employee Self-Service - Employee Self-Service is a module in ServiceNow that allows usersto make requests, view articles, log incidents, and search the knowledge base through a user-friendly website called the Employee Self-Service Portal (ESS Portal).ESX: VMware ESX Server - The ESX Server software is offered by VMware to partition a singlehardware server into multiple logical servers. These servers can be accessed by Discovery andautomated with the Runbook Automation VMware Support plugin.EVM: ManageIQ Enterprise Virtual Management Suite - EVM is a management tool offered byManageIQ to manage and administer virtualized devices over a network. ServiceNow supportsbidirectional compatibility with EVM through the EVM plugin.FFSA: Field Service Agent - A field service agent is an employee or contracted worker that operatesprimarily away from the main office managing offsite tasks, often working at client locales.ServiceNow supports managing field service agents through Field Service Management.GGUID: Globally Unique ID - A GUID is a unique, 32-character identifier called a sys_id that is usedto identify each record in ServiceNow.HHPUX: Hewlett-Packard UniX - HPUX is a proprietary UNIX operating system owned by Hewlett-Packard that can be accessed by Discovery.
indicators for incidents in an IT organization could be the number of escalations and incidentresolution time.LLDAP: Lightweight Directory Access Protocol - LDAP is a protocol used to access and modify setsof records remotely. ServiceNow can access but not modify an organizations internal directoryservices to streamline login and administrative processes.LSNCTRL: Oracle Listener Control - LSNCTRL allows Oracles Listener application to accessremote databases. Discovery uses LSNCTRL to retrieve version information on Oracle servers.MMAC: Media Access Control - A MAC address is a unique identifier of a particular networked deviceusually stored via hardware memory.MAM: Mercury Application Mapping - MAM is a software tool offered by Hewlett-Packard to identifyrelationships between software and system resources. This tool can be integrated with Discoveryalong with other similar software.MIB: Management Information Base - MIB is a hierarchal database which holds records of objectswithin a network and is often associated with SNMP. Discovery uses MIBs to gather information onvarious systems.MID: Management, Instrumentation, and Discovery - The Management, Instrumentation, andDiscovery (MID) Server is a Java server that runs as a Windows service or UNIX daemon. The MIDServer facilitates communication and movement of data between the ServiceNow platform andexternal applications, data sources, and services.MIIS: Microsoft Identity Integration Server - MIIS is software offered by Microsoft to aggregate aspectrum of data and to facilitate asset management.MSP: Managed Services Provider - A managed services provider is an external provider of specificservices. ServiceNow provides managed IT services.MSSQL: Microsoft Structured Query Language - MSSQL is a server system offered by Microsoftrunning SQL.NNBT: NetBIOS over TCP/IP - NBT allows older devices that do not natively network over TCP/IP toconnect via newer networks.NOC: Network Operations Center - A network operations center is the location from which acommunications network is administered and operated.
OODBC: Open Database Connectivity - The ServiceNow ODBC driver (compliant to version 3.52 ofthe Microsoft ODBC specification) allows any ODBC client to connect to the ServiceNow platform forreporting. The ServiceNow ODBC driver uses the ServiceNow Web Services support for a query-only interface.OID: Object Identifier - An OID is an object identifier (called a System OID in Discovery) that isrequired identification on any SNMP device. Some devices provide a unique OID that Discovery canuse to identify the device. Other OIDs are not unique and are useless for establishing the identity ofa device. ServiceNow provides a list of over 400 unique OIDs.OLAP: Online Analytical Processing - OLAP analysis is a method of data analysis for reporting thatuses cubes. OLAP was deprecated in favor of pivot tables.OOB: Out Of the Box - Out of the box software is software as it is provided immediately uponactivation.OU: Organizational Unit - An organizational unit is a division of data that allows for differentiationbetween similarly named objects and allows uniform changes across all data in a particular OU.PPaaS: Platform as a Service - PaaS is the extension of SaaS beyond simply software to offer anentire business platform solution. ServiceNow offers customizability and expandability to ensureclient platform needs are met.PPM: Project Portfolio Management - PPM groups related projects and configures progress data forpresentation.RRBA: Runbook Automation - Runbook Automation automates simple or complex multi-system tasksthat are normally done manually. An RBA process can cross all management disciplines and interactwith all types of infrastructure elements, such as applications, databases, and hardware.RFC: Request for Change - A Request for Change is a request to modify a particular system eitherto improve functionality or fix problems. This is encompassed by theITIL framework and isimplemented in ServiceNow via ITIL Change Management.Also Request for Comments - A publication of internet discourse and standards for review andmediation.RMA: Return Material Authorization - An RMA is a request to return a product to the vendor, usuallyfor replacement or refund. RMAs can be tracked through ServiceNow via inventory management.
ROI: Return on Investment - ROI is a measure of the profitability of an initial capital investment.RPM: Red Hat Package Manager - RPM is a free, expandable package manager originallydistributed by Red Hat and included in a number of Linux distributions.RSS: Really Simple Syndication - RSS is a common method for publishing and tracking publicationof regularly or frequently updated material.SSAP: Systems, Applications, and Products - SAP is both enterprise planning software and thecompany that provides it. ServiceNow can integrate and communicate with SAP software.SaaS: Software as a Service - SaaS provides software as a service rather than as an end product.Instead of local network or individual software installations, software is hosted on a remote machineand accessed as needed. ServiceNow provides software in this format.SAML: Security Assertion Markup Language - SAML is an XML-based standard for exchangingauthentication and authorization data between security domains, that is, between an identity provider(a producer of assertions) and a service provider (a consumer of assertions). SAML is a product ofthe OASIS Security Services Technical Committee. ServiceNow has created a plugin that enables aServiceNow instance to accept SAML 1.1 or 2.0 responses.SCCM: System Center Configuration Manager - SCCM is software offered by Microsoft for largescale computer management. This software is compatible with ServiceNow through the MicrosoftSMS/SCCM Integration 2.0 plugin.SCOM: Systems Center Operations Manager - SOCM is Microsoft server software for cross-platformdata center management.SCP: Secure Copy Protocol - SCP is a secure transfer protocol used to manage files remotely viaSSH.SLA: Service Level Agreement - Within ServiceNow, a Service Level Agreement (SLA) is a definedrule that measures the elapsed time of an open task. After a set period of time, the SLA promotesthe open task to an escalation level, from Normal to Moderate, Moderate to High, and High toOverdue.SMS: Short Message Service - In ServiceNow, SMS is the text communication service component ofphone, web, or mobile communication systems, using standardized communications protocols thatallow the exchange of short text messages between fixed line or mobile phone devices.SNMP: Simple Network Management Protocol - SNMP is a standard protocol used to manage avariety of device IP addresses across a network. SNMP protocol is used in Discovery to explorenetwork devices such as routers and switches.
SOA: Service-Oriented Architecture - Service-Oriented Architecture is a software designmethodology focused on delivering interoperable and modular applications which provide a specificservice.SOAP: Simple Object Access Protocol - SOAP is a basic protocol for transferring structuredmessages, such as those produced by WSDL, across a network.SOX: Simple Outline XML - SOX is an alternative XML writing style meant to simplify and shortenXML code.SQL: Structured Query Language - SQL is the most common language used in relational databaseservers.SQLDMO: SQL Database Management Objects - SQL database management objects are COMobjects used in programming Microsoft SQL server.SSH: Secure Shell - Secure shell is a remote shell capable of protecting sensitive data, such aspassword information, sent over an unsecured network. The SSH protocol is used in Discovery toexplore UNIX devices such as Solaris, Linux, and Mac computers.SSL: Secure Sockets Layer - SSL is a standard encryption method used to secure internetcommunication.SSO: Single Sign-On - 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.TTCP: Transmission Control Protocol - TCP is one of the major protocols used to establish andmaintain communication between systems over a network. TCP is ubiquitous in most modernnetworks.TCO: Total Cost of Ownership - The total cost of ownership is the entire estimated cost of apurchase. This encompasses initial and future costs such as maintenance and upgrades.TLS: Transport Layer Security - TLS is encrypted email communication between mail servers. InServiceNow, TLS encrypts the communication between the ServiceNow mail server and thecustomer’s remote mail server. No certificate exchange or validation is done. ServiceNow can bothsend and receive email via TLS.U
UAC: User Account Control - UAC is a security feature to restrict privileges granted to software tothat of a user unless specifically promoted to administrator. This feature is included in modernMicrosoft Windows operating systems and can affect the behavior of the MID Server.UPS: Uninterruptible Power Supply - A UPS is a backup power source that supplies short-termpower to critical resources if the primary power source fails.VVLAN: Virtual Local Area Network - A VLAN is an artificially created network with the properties of alocal area network yet not necessarily sharing the same physical domain.VM: Virtual Machine - A virtual machine is an emulated system running within another operatingsystem. This can be used to test software under varied conditions or to run software that would notnormally be usable on a particular machine.VPN: Virtual Private Network - A VPN is a network that transmits encoded data over the publicinternet to simulate a local network. This network can connect individuals together or connect anindividual to a larger network such as a remote user accessing a central corporate network.WWMI: Windows Management Instrumentation - WMI is one of the major protocols used by Discoveryto access systems running Windows operating systems.WSDL: Web Services Description Language - WSDL is a language based on XML to describe andaccess web services. It is utilized alongside SOAP to facilitate remote software usage such as withServiceNow.