Please enable JavaScript.
Coggle requires JavaScript to display documents.
ServiceNow Jargons - Coggle Diagram
ServiceNow Jargons
Part 4
• Definition: A logical grouping of configuration items (CIs) that work together to deliver a service to the business, such as a customer-facing application or internal tool.
• Definition: A tool in ServiceNow that provides insights into key metrics and performance indicators by displaying data in real-time through reports and visual dashboards.
• Definition: A set of processes that automate tasks across different systems. Orchestration can handle tasks like provisioning virtual machines, managing servers, or integrating with third-party systems.
- MID Server (Management, Instrumentation, and Discovery)
• Definition: A server used to facilitate communication between ServiceNow and on-premises infrastructure, such as servers or network devices, for processes like Discovery and Orchestration.
• Definition: A mechanism in ServiceNow that allows for the export and import of customizations between different instances. Update sets track changes made to a system so they can be transferred from development to production.
• Definition: A unique installation or deployment of ServiceNow. Each organization typically has its own instance where they configure and store their data, applications, and workflows.
• Definition: An integrated development environment (IDE) within ServiceNow for building custom applications, managing application source code, and collaborating with teams.
• Definition: The process of automatically identifying and mapping configuration items (CIs) in an organization’s infrastructure. Discovery tools within ServiceNow scan the network to discover assets like servers, software, and devices.
• Definition: A process that involves monitoring, tracking, and responding to events (such as system alerts or failures) within the IT infrastructure. It is designed to help identify and address potential issues proactively.
- Role-Based Access Control (RBAC)
• Definition: A system in ServiceNow that controls user access to resources and functionality based on roles. It defines who can read, create, update, or delete records in the system.
Part 2
• Definition: An automated sequence of tasks or processes that are triggered by specific events in ServiceNow. Workflows are used to manage and automate tasks like approvals, notifications, and assignments.
• Definition: A server-side script in ServiceNow that runs when specific conditions are met, and it is used to automate processes or enforce rules on records in the system (e.g., automatically updating a field or triggering a workflow).
• Definition: In ServiceNow, tables store records. Each table contains columns (fields) that hold data. Examples of common tables include incident, change_request, and task.
• Definition: A ServiceNow catalog item that allows users to create records in the system, such as incidents, requests, or change requests, by filling out a simple form.
• Definition: A collection of predefined services or items that users can request through a self-service portal. It can include IT services, hardware requests, software requests, and more.
Part 3
• Definition: ServiceNow's AI-powered chatbot that interacts with users to help resolve incidents, answer questions, and perform basic tasks. Virtual Agents leverage Natural Language Understanding (NLU) to understand and respond to user queries.
- SLAs (Service Level Agreements)
• Definition: A formal agreement that outlines the expected service levels and response times for different services, such as response time for incidents or resolution time for service requests. ServiceNow allows SLAs to be tracked and monitored.
• Definition: An individual entry or instance in a table (e.g., an incident record, a request record). It contains data related to a specific task or process.
• Definition: A ServiceNow tool used to create and manage automated workflows without needing extensive coding. It provides a low-code environment to design processes such as approvals, notifications, and tasks.
- Application Portfolio Management (APM)
Definition: A process in ServiceNow for managing and optimizing an organization's software applications. It helps organizations assess the health, cost, and value of each application.Definition: A process in ServiceNow for managing and optimizing an organization's software applications. It helps organizations assess the health, cost, and value of each application.
• Definition: The process of managing and resolving incidents (unplanned interruptions or disruptions in services) to restore normal service operations as quickly as possible.
• Definition: The process of managing changes to IT systems, software, and infrastructure to ensure minimal disruption and risk. It involves approval workflows and documentation to track change requests.
- Service Request
Management (SRM)
• Definition: A process for handling and fulfilling user requests, typically for IT services like hardware, software, or access to applications. Service requests are typically predefined and non-urgent.
- Knowledge Management (KM)
• Definition: A system for capturing, storing, and sharing knowledge articles, best practices, troubleshooting guides, and FAQs across the organization to improve efficiency and self-service options.
- Configuration Management
Database (CMDB)
Definition: A centralized repository in ServiceNow that contains detailed information about the configuration items (CIs) in your IT environment, such as servers, software, network devices, and relationships between them.
-