Terms used in serviceNow:

  • Instance – Your own version of the ServiceNow platform.
  • Table – Stores data, similar to a spreadsheet.
  • Record – A single entry in a table (like one incident).
  • Field – A column in the table (like “Priority” or “Status”).
  • Form – The screen you use to view or edit a single record.
  • List – Displays multiple records from a table.
  • Module – A menu item that opens a table, form, list, or other feature.
  • Application – A collection of modules with a common purpose (e.g., Incident Management).
  • UI (User Interface) – The parts of ServiceNow you interact with (menus, forms, lists).
  • Filter / Breadcrumb – Used to search and narrow down data in a list.

Technical Terms:

  • Client Script – JavaScript that runs in the browser for form validation or automation.
  • Business Rule – Server-side script that runs when records are created, updated, or deleted.
  • UI Policy – Controls field behavior like visibility, read-only, or mandatory.
  • Catalog Item – A requestable item (like “Request Laptop”) in the Service Catalog.
  • Workflow / Flow – Automation that performs a series of steps based on conditions.
  • GlideRecord – A script API used to query or manipulate data on the server.
  • ACL (Access Control List) – Security rules that control access to data.
  • Update Set – A saved collection of changes that can be moved between instances.
  • SLA (Service Level Agreement) – Defines how long a task should take (e.g., resolve a ticket within 24 hours).

Common Tables used:

  • incident – For IT issue tracking.
  • change_request – For change management.
  • task – General table for tasks.
  • cmdb_ci – Stores configuration items.
  • sys_user – Stores user information.