A

access control rule   or   ACL rule : An ACL rule controls what data users can access and how they

can access it. ACL rules require users to pass a set of requirements in order to gain access to

particular data.

account: In the Sales Force Automation plugin, accounts represent companies that are sales

prospects or customers.

activity: In the Sales Force Automation plugin, activities track sales-related actions, such as email

messages, phone calls, or meetings. Activities may be associated with a contact, account, or

opportunity.

admin: The admin (administrator) role in ServiceNow, which 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.

affinity: Affinity is the association of a computer or network device to its credentials as established

by 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 in

subsequent 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 more

expense 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 the

number 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 be

performed on a targeted resource.

application: A ServiceNow application is a grouping of modules as they appear in the application

navigator.

application navigator: The application navigator is a navigation bar on the left side of the screen

that displays a list of applications and modules.

approval: An approval is a task within a workflow that requests an action (approval or denial) from a

user or user group before the workflow continues.

approval rules: Approval rules are the configured steps required to approve a service or catalog

request.

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 or

a 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 custom

asset class can be created.

audit: Tables can be audited, meaning that changes to any of the values in a record on that table

are 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.

B

backlog: A backlog in the scrum agile development environment is an ordered list of stories that

team 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 its

basic form. All the changes you make to that configuration item since the snapshot was created are

displayed on the CI form as basic attribute changes. When a baseline is created, the attributes of the

CI are captured as well as all first-level relationships for the CI. Any changes to the base CI or to any

related CI will be captured and displayed.

baseline update set: A baseline update set is an update set that captures all of the customizations

before the System Update Sets plugin was activated.

banner frame: The banner frame is the portion across the top of every page that contains the logo

and basic global navigation choices.

blackout window: A blackout window is a schedule that defines a period of time in which no

changes should be performed. The Change Management Collision Detector plugin uses blackout

windows to detect conflicting changes.

bookmark: In UI11, a bookmark is a link to information in the ServiceNow system. All users create

and manage their own bookmarks, which appear on the edge.

breadcrumbs: Breadcrumbs are filters displayed as a series of links above the record list. Click the

individual elements of the path to see a different view.

bundled model: A bundled model is a single model comprised of individual models. For example, a

laptop, 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 development

environment 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 the

database action has occurred. In the case of a query, the business rule should run before the

database operation, so that the data returned to the user is appropriate to his system privileges (user

roles). A typical business rule might execute a script after a user updates an incident or escalates

the priority of a change request.

business service: A business service is a service (such as email or electronic messaging) delivered

to customers by business units. The business service is supported by an IT infrastructure of

configuration items (CI).

Business Service Management (BSM): A BSM map is a graphical display of the configuration

items (CIs) within a system and their relationships to one another.

C

camel case: Camel case is the convention of removing the spaces between words and using an

uppercase letter to start each word in a multiple word name. In Live Feed, consider using camel

case to create a tag that is more than one word long. For example, to create a topic about the

service desk, use #ServiceDesk.

capabilities: MID Server capabilities define the specific functions of a MID Server within an IP

address 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 ordered

by 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 on

IT services.

chat: Chat allows users to communicate via instant message with other users in a ServiceNow

instance (requires the Chat plugin).

chat action: Chat actions are additional items that appear in the chat window menu (requires

the Chat plugin).

chat queue: Chat queues define the schedules, support staff, and system messages for help desk

chat (requires the Chat plugin).

chat queue agent: Chat queue agents are service desk staff that provide support for a help desk

chat queue (requires the Chat plugin). To support a particular queue, a user must be a member of

the 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 with

a single CI.

CI cost center relationship: A CI cost center relationship is a record associating a cost center to a

business service that it consumes and the number of units it uses. This is used to calculate the

number 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 collection

of configuration items. Rate cards are usually designed around a certain cost model. An example

might be a certain model server running in the New York datacenter. The costs associated could be

different than the same server model running in the London datacenter. Each model would have a

separate rate card.

CI rate card cost: A CI rate card cost is a recurring cost definition that is processed monthly for

each CI in the rate card. The rate card is a template that duplicates each cost for each CI, as

opposed 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 current

window. Reference icons allow clickthrough by default. Administrators may also enable pop-up

icons, which open a referenced record in another window.

client script: A client script is a JavaScript you create to run in the client browser. ServiceNow

supports 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 your

test or development environments.

cluster: A cluster is a ServiceNow instance comprised of two or more nodes: one or more interface

nodes to which all user requests from the browser are directed, and worker nodes that handle

discrete operations, such as Discovery probes. A cluster can exist on the same physical machine or

on separate machines. In a cluster, all the nodes point to the same database and have the same

instance 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 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 currently

existing target value on a production table for updating. If the source value does not match, a new

record is created.

collision: A collision is when an incoming customer update in an update set applies to the same

object as a newer local customer update. The system update sets preview lets administrators

determine whether or not the incoming customer update is applied.

conflict: A conflict is a record generated by the change management collision detector when a

scheduled change overlaps with other changes or is otherwise improperly scheduled. Conflict

records 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 contextually

generated fields. Condition builders are used in filters, survey administration, access control

administration, and other areas.

configuration item (CI): Any computer, device, or piece of software in the CMDB. A CI's record

includes 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 configuration

items (CI) and their relationships within an enterprise network.

consumable asset: A consumable asset is tracked qualitatively and can be transferred in quantities

greater 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 monitor

stands. (Prior to the Berlin release, consumable assets were named "parts.")

contact: In the Sales Force Automation plugin, contacts represent sales contacts at companies. A

contact 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 to

a 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 frame

displays 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 of

links rather than a list of records.

Content management system (CMS): The content management system is an application that

enables users to create a custom interface for the ServiceNow platform and ServiceNow

applications. 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 pages

grouped 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 that

control list blocks.

context menu: A context menu provides a limited set of actions based on the current state, or

context. In ServiceNow, context menus are right-click menus. Administrators can customize context

menus.

contract: In the Sales Force Automation plugin, contracts manage sales records for products or

services. Contracts may have a limited time frame, track specific post-sale details, and identify

renewal opportunities.

controlled availability (CA): Controlled availability is the state of a current release that is

recommended for early adopters of new features or fixes. For more information, see Release

Terminology.

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 Update

Set Picker. Customizations made by a user will be added to the user's current update set.

customer update: A customer update is a record on the Customer Updates [sys_update_xml] table

that stores an individual customer customization as an XML storing the change. Customer updates

are used to protect customizations during the update process. System update sets allow you to

group customer updates and move them from instance to instance.

customization: See customer update.

D

dashboard: A dashboard is a collection of lists, graphs, charts, or other content items that

automatically 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 to

being mapped onto a production table. Data sources support the following remote file retrieval

methods: 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 store

customizations 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 delivery

process. For example, a PDA might go through procurement, activation, and installation of the

desktop software.

derived field: A derived field is a field that is not in the primary table being displayed, but is instead

a 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 the

lists, 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 block

and is used to display content from ServiceNow tables.

device: A device in ServiceNow is a notification delivery endpoint object, such as email or a cell

phone, used to receive messages generated from within the system.

dictionary: The system dictionary is 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 dictionary override is a declaration in the dictionary that overrides a

dictionary entry's behavior on an extended table.

Discovery: Discovery is a purchasable feature that searches the network for all attached computers

and devices, then populates the CMDB with configuration, provisioning, and current status

information for each.

domain: A domain is 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.

dot-walking: Dot-walking describes the structure of a variable in a script that contains one or

more 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 the

referenced 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 a

homepage where content can be added.

dynamic HTML block: In the content management system, a dynamic HTML block is a content

block which renders Jelly script in a content page.

E

ECC Queue: The External Communication Channel (ECC) Queue is 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.

edge: The edge is the gray toolbar on the left side of the screen in UI11. It provides the ability to

show 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 (such

as 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 appropriate

application.

enterprise license: An enterprise license is a software license for large customers that provides

some flexibility, an agreed upon discount price, and a mechanism for easy administration.

entitlement: Software entitlements enable asset managers to define the people or machines to

which a specific, purchased software license is assigned.

events: A system event is a configured marker in JavaScript that triggers an email notification

alerting specific users when a table is changed or queried. Events are created in business rules and

are triggered when a record is inserted, updated, or deleted. You can use existing system events or

create 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 execution

tasks. Each task represents work that needs to be completed by a specific group as part of the

overall execution process.

expense line: Expense lines represent a point in time expense amount and the record that incurred

or generated the expense. Recurring CI costs are processed monthly to generate expense lines for

the previous month. Other applications could also generate expense lines, such as a task expense

or time worked expense.

expense aggregation: An expense aggregation collects and represents all of the direct expenses

from child CIs using the existing CMDB relationship mappings. Individual CI expenses are useful for

only that CI. Expense aggregation shows how much an entire business service or application costs

to operate.

F

feature: A ServiceNow feature provides a complete solution that customers can implement to add

value 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 form

elements. 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 the

table's data.

flash movie block: In the content management system, a flash movie block is a content block that

embeds 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 allow

users 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 outside

edges 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 may

activate 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 content

in a form. The content in formatters can be controlled by UI macros.

G

gauge: A gauge is an item that can be added to a homepage or content page (content management

system). 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 recommended

for use by all customers. See Release Terminology.

Glide: Glide is 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).

GlideForm (g_form): GlideForm.js is the JavaScript class used to customize forms. This class

contains 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 a

single 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 create

global UI scripts.

graphical workflow: A graphical workflow is an interface that represents workflow events and

transitions.

grid editing: Grid editing, or spreadsheet edit mode, allows users to modify data in list view using

keyboard navigation, similar to entering data in a spreadsheet. Administrators can enable

spreadsheet 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 Network

Support.

H

help desk chat: Help desk chat allows users to communicate directly with service desk staff via

instant 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 the

changes 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 frequently

used 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 not

include 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.

I

IBM PVU licenses: Processor Value Unit (PVU) is a unit of measurement defined by IBM to

determine software licensing costs based on processor (with processor defined as each core on a

socket) and/or server model. Each software package has a price defined as a number of points or

PVUs per core. For a complete explanation of IBM PVU licensing for distributed software, see

the IBM PVU Table on the IBM website.

identifiers: An identifier is a Discovery process that uses identification data that identify probes

return to determine whether a device found during a Discovery already exists in the CMDB. The

identifier then determines what Discovery does next: update an existing CI, create a new CI, or do

nothing.

iFrame block: In the content management system, an iFrame block is a content block that can

render 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 of

uploaded 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 assign

priority.

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 a transform map maps the data to

existing tables in ServiceNow.

inbound email action: An inbound email action is a defined script triggered by an email that the

system mailbox receives.

incident: An incident is an unplanned interruption to an IT service or a reduction in the quality of an

IT 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 has

a unique address (usually http://InstanceName.service-now.com/) and many customers have

multiple instances (such as sandbox, development, and production instances).

integration: An integration is a process by which the ServiceNow platform can be made to work with

a third-party application or web service.

interactive: An interactive transaction is a transaction generated by a user, as opposed to a

background or system process.

introduction to tasks: An introduction to task is a type of record that represents a task within an

ITIL process.

' IP network':  An IP network contains all the IP addresses in a network or a subnet, including

the network address (the lowest address in the range) and the broadcast address (the highest

address in the range). When Discovery pings an IP network, it discards the results from these

addresses to avoid reporting devices more than once. IP network discoveries generally produce

more accurate results than searches of IP address ranges.

J

journal field: A journal field is an input field that can allow, store, or display input. Examples of

journal fields are single-string fields and multi-line text boxes such asComments fields.

L

layout: A layout is an arrangement of dropzones on a homepage or content page (content

management system).

lead: In the Sales Force Automation plugin, leads represent salespeople at prospective customer

companies. 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 the

Wiki 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 and

the details of how the license is being used by configuration items (CI) and named users. License

base 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 series

of 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 be

moved 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 the

records can be searched by keywords.

M

maintenance schedule: A maintenance schedule is a schedule that defines when changes can be

scheduled, defined in the Maintenance Schedules plugin. Changes scheduled for times outside

the maintenance schedule are flagged as improperly scheduled.

memory leak: A memory leak occurs when a computer program uses but does not release system

memory, 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, for

example, an IBM ThinkPad T60p laptop computer. A model can be in more than one model

category. For example, a laptop can be a computer AND a server.

model category: A model category defines how assets, configuration items, and other items (for

example, contracts, consumables, and licenses) are related to each other. A model category can be

related 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 server

model category.

module: A module is any link in the application navigator that opens a page in the content frame or

in a separate tab or window.

modular templating: In project management, modular templating is the process of copying an

existing task and using it as a template for a new task. This technique allows for smaller sub-projects

to be copied from a larger project structure and applied individually.

N

navigation menu: See application navigator.

node: A node is a distinct application server process within a single ServiceNow instance. An

instance can have two or more nodes (known as a cluster) depending upon system load and other

active features, such as Discovery. Each node has a different URL but points to the same database

and has the same instance ID. The interface node in an instance (there can be two or more) handles

all 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 physical

server, but can run on different machines.

non-consumable asset: A non-consumable asset corresponds to configuration items defined in the

system. 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 assets

often managed as non-consumables include computers and servers.

nonce: A nonce is a random value used once during login for authentication to prevent a malicious

user 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 the

sender 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 ServiceNow

platform.

O

OID: An OID is an object identifier (called a system OID in Discovery) that is required identification

on any SNMP device. Some devices provide a unique OID that Discovery can use to identify the

device. 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 was

deprecated in Spring 2010 Stable 1 in favor of Pivot Tables.

opportunity: In the Sales Force Automation plugin, opportunities track potential sales of products or

services to accounts.

order: Order is the sequence in which a condition should be evaluated if more than one matching

condition 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 that

uses 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 an

organization, such as ou=people, ou=groups, ou=devices, and so on. Lower level OUs might be

used used to break down these categories even further.

P

patch: 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 and

may add, remove, and rearrange fields and columns.

perspective: Menu perspective allows a user with access rights to switch between different menu

structures based on other roles. For example, an administrator can switch his menu view to the

helpdesk 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 to

quickly investigate the source of the summarized data. Non-empty cells have tooltips that report the

number of records the cell represents. Clicking a non-empty cell drills through to display a

breakdown 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 the

platform. Many plugins can be activated by the administrator but some require assistance from

ServiceNow Technical Support.

polling: Polling is the method by which the browser gets information from the server to send instant

messages in Chat. The polling method for Chat is configured with

the glide.short_poll_delay property.

pop-up: A pop-up is a customizable information box about any field in a ServiceNow record that is

displayed from a reference icon. You can define the fields to display in pop-ups and set the wait

delay for the action.

pre-allocated asset: An asset that is in stock (with a quantity possibly greater than one), but is not

yet 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 are

recommended. All ServiceNow releases are supported with patches and hotfixes for two feature

release cycles.

priority: The priority of an incident, problem, or change ticket indicates how quickly the service desk

should 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 important

characteristics of addressable devices for Discovery. The platform creates these probes from

templates that are configured to communicate with a device using its own language (SSH, WMI,

etc). Probes can determine a device's operating system, processor speed, amount of RAM, and so

on.

problem:: A problem is a cause of one or more incidents. The cause is not usually known at the

time a problem record is created and the problem management process is responsible for further

investigation.

process application: A process application provides a structured set of activities designed to

support a business process or function. It provides measurable business value for stakeholders.

Process application covers both ITIL applications like incident management and non-ITIL

applications like facilities management.

process guide: A process guide is an optional advanced approval engine that you select instead of

the 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, rather

than the approval of all members.

Sequenced approvals in which the system polls each approver in a configured sequence

until 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 the

products or services offered. Products may be associated with competitor products to identify vendor

replacement sales opportunities.

R

range set: A range set is a collection of IP ranges, IP addresseses, or IP networks that you can

assign to a ServiceNow Discovery schedule. A typical use of range sets is to define all the

addressable 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 the

service catalog front end. It provides a user-friendly alternative to the regular form interface for ESS

users.

reference field: A reference field draws data from a different table. Reference fields can appear in a

variable separated from the source field by a dot (dot-walking).

reference icon: A reference icon displays customizable information about fields in ServiceNow

forms when you point the mouse to the icon. Reference icons appear on some forms and in all list

views, enabling you to view abbreviated versions of records.

reference qualifier: Reference qualifiers are used to filter the data that is selectable for a reference

field, 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 business

rules, 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. Administrators

can add related links using UI actions.

relation type: A relation type is a record that defines the relationship between two records. This may

include 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 another

instance 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 maximum

amount of resources a virtual machine template in that pool can consume. A configurable property

enables resource pools to expand when necessary if the ESX Server has additional resources to

spare.

result state: A result state is the path that Discovery takes after it attempts to match the identity of a

device it has discovered in the network with a CI in the CMDB. The result state determines if

Discovery 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 risk

is measured by the probability of a threat, the vulnerability of the asset to that threat, and the impact

it would have if it occurred.

role: A role is a category assigned to a user or group of users that defines access privileges to

ServiceNow functionality. All groups or users assigned to a role are granted the same system

access. Roles can also contain other roles; the combined role is granted all the access rights from all

the contained roles. To learn more, seeCreating Roles.

rollback: A rollback workflow activity moves processing backward to a specified activity in the

workflow. A rollback activity can be used to reset activities that have already executed back to their

original 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 hour

patterns, personnel lists, and notification rules for a group.

S

schedule 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 a

schedule. Scheduled jobs can generate and distribute reports, generate records from templates, or

run a script.

scope: In Service Portfolio Management, scope refers to the detailed service parameters that define

the limits of a business service.

scrum: Scrum is an iterative and incremental framework for project management mainly deployed in

agile 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. Search

chains 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 display

search results.

semaphores: Semaphores protect shared resources by controlling the number of user transactions

that 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 business

applications or the ServiceNow platform.

service catalog: The service catalog is the central repository of goods and services that your IT

help desk provides for its users. Users can directly request these services and items from the

service catalog.

Service Level Agreement (SLA): A Service Level Agreement (SLA) is a defined rule that measures

the elapsed time of an open task. After a set period of time, the SLA promotes the open task by one

escalation 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 more

SLAs. Assigning a service level contract to a particular incident will help find the most appropriate

SLA.

short polling: Polling is the method by which the browser gets information from the server to send

instant messages in Chat. With short polling, the browser sends a request to the server in fixed

intervals as defined by the glide.short_poll_delay property. For example, open a new request every

1000 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 in

once and gain access to the resources of multiple software systems without being prompted to log in

again. After logging in to their company portal page, end users are pre-authenticated on their

ServiceNow instance.

site entry page: In tyhe content management system, a site entry page is a content page designed

to appear when a user first arrives at a content site.

slushbucket: A slushbucket is a two-column interface for choosing multiple selections from an

available pool of items.

Social IT: Social IT is the use of social media technology (such as instant messaging and

microblogging) 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 for

a configured activity on a ServiceNow table. When you create a span in a timeline, you can define

attributes such as color, text format, and tooltip content.

spreadsheet edit mode: Spreadsheet edit mode, also called grid editing, allows users to modify

data in list view using keyboard navigation, similar to entering data in a spreadsheet. Administrators

can 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 that

renders HTML within a content page.

stock rules: Stock rules are defined criteria stating that when inventory of a particular asset in a

stockroom reaches a specified threshold, a certain number should either be transferred from another

stockroom 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 in

search results. Articles, conjunctions, personal pronouns, and prepositions are examples of words

that 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 business

case that is used in the scrum method of agile software development. Typically, stories are

expressed 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 the

time) 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 the

styles for content pages.

subscription license: Asubscription license is an annual or multi-year software license that

provides 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 (or

groups of users) the ability to run some (or all) commands as rootwhile logging all commands and

arguments. 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 by

the Custom Charts plugin.

supported release: All ServiceNow releases are supported with patches and hotfixes for two

feature 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 created

in every table in every instance of ServiceNow in the world has a unique identifying value.

T

table: 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 to

categorize 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. It

provides 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 in

update 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 destination

table. 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.

TLS encrypts the communication between the ServiceNow mail server and a customer’s remote mail

server. No certificate exchange or validation is done. ServiceNow can both send and receive email

via TLS.

tree picker: A tree picker is a navigational tool for selecting from hierarchical lists. 

U

UI action: A UI action is a pop-up menu selection that enables you to to create a record in a table

based on the information from a record in another table. For example, you can create a new Change

record 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 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 at a time.

update set picker: The update set picker is a choice list in the instance header bar that lets the user

select which update set stores customizations the user makes.

update source: An update source is a ServiceNow instance that the current instance can pull

update 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> + .do

V

validation script: A validation script controls the formatting of user input into data fields and

displays an error message for syntax violations. For example, you can create a script that enforces

the 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 in

one sprint, measured over time. This calculation helps the scrum master predict how much load a

team can handle in future sprints.

view: A view is a saved version of a personalized form or list. Views enable users to quickly display

the same form or list in multiple ways. Administrators can createcustom views.

W

watermark: A watermark is a label on a notification email that includes the autonumbered identifier

of the source record (such as incident, problem, or change request) By default, watermarks are

included on every email notification, but they can be configured differently. Watermarks enable

separate emails regarding the same incident to be associated with one another and not be treated

as 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 boxes

to 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 set

period of time, or logging an event.

workflow field: A workflow field in a task record stores and displays the location of the task record

in the workflow.