ServiceNow glossary
Key ServiceNow certification terms and acronyms.
Definitions are AI-assisted and reviewed for general accuracy — verify critical details against ServiceNow's official documentation.
ACLAccess Control List
A set of rules in ServiceNow that controls read, write, create, or delete access to tables and fields based on roles and conditions.
Business Rule
A server-side script in ServiceNow that executes automatically when a record is displayed, inserted, updated, or deleted.
CIConfiguration Item
Any component managed in the CMDB, such as hardware, software, or services, tracked to support IT processes.
Client Script
A JavaScript script in ServiceNow that executes in the user's browser to control form behavior, validate fields, or manipulate UI elements.
CMDBConfiguration Management Database
A repository that stores information about configuration items (CIs) and their relationships within an IT environment.
Dictionary
The ServiceNow metadata repository that defines tables, fields, data types, and attributes for all records stored in the platform.
Discovery
A ServiceNow application that automatically identifies and populates CI data in the CMDB by scanning network-connected devices.
Flow Designer
A ServiceNow no-code/low-code tool for automating processes using triggers, actions, and flow logic without writing scripts.
GlideRecord
A ServiceNow JavaScript API class used in scripts to query, insert, update, or delete records in a database table.
Impersonation
An admin capability in ServiceNow that allows an administrator to temporarily act as another user to test access and behavior.
Import Set
A staging table in ServiceNow used to hold data loaded from an external source before it is transformed into target table records.
ITILInformation Technology Infrastructure Library
A framework of best practices for IT service management that underpins many ServiceNow application processes.
MID ServerManagement, Instrumentation, and Discovery Server
A Java application installed on a server in a local network that facilitates communication between a ServiceNow instance and external systems.
Notification
A configured email or SMS alert in ServiceNow sent to specified recipients when defined conditions on a record are met.
OOBOut of the Box
Refers to default ServiceNow functionality, configuration, or data provided by the platform without any customization.
Report
A ServiceNow tool that queries and visualizes data from tables in formats such as bar charts, pie charts, lists, or pivot tables.
RITMRequested Item
A child record generated when a user submits a catalog item request, used to track fulfillment of that specific item.
Role
A named set of permissions in ServiceNow assigned to users or groups to grant access to applications, modules, and data.
Scoped Application
A ServiceNow application that operates within an isolated namespace, preventing unintended interactions with other applications or platform data.
Service Catalog
A self-service portal feature in ServiceNow that allows users to browse and request IT and business services through catalog items.
SLAService Level Agreement
A defined commitment between a service provider and customer specifying response and resolution time targets for incidents or requests.
Transform Map
A configuration in ServiceNow that maps fields from an import set table to a target table during data import operations.
UI Policy
A ServiceNow configuration that dynamically controls field visibility, mandatory status, or read-only state on a form based on conditions.
Update Set
A container that captures customizations made in one ServiceNow instance so they can be migrated to another instance.
Workflow
A visual, drag-and-drop process automation tool in ServiceNow that orchestrates activities, approvals, and notifications for records.