ServiceNow CSA key terms

A single deployment of the ServiceNow platform with its own database, configuration, and user accounts. Organizations commonly run separate development, test, and production instances.

The left-hand navigation pane in the ServiceNow interface that lists the applications and modules a user is allowed to access. It includes a filter box for quickly finding modules.

A single row in a ServiceNow table, such as one incident, one user, or one catalog request. Records are viewed and edited on forms and listed in list views.

The page layout that displays a single record's fields for viewing or editing. Administrators can configure which fields appear and how they are arranged.

A grid that shows multiple records from a table with columns, filters, and sorting controls. Users can personalize columns and export the results.

A container that records configuration changes made in one instance so they can be exported and applied to another. It helps move customizations through development, test, and production.

A packaged bundle of applications and features that can be activated on an instance to add functionality. Activating a plugin may create tables, modules, and roles.

A configuration setting stored in the sys_properties table that controls platform behavior, such as default values, feature toggles, and system-wide options. Administrators change these values in the System Properties module.

A task-based interface that walks administrators through configuring a ServiceNow application or feature in a recommended sequence. It links to the relevant configuration pages for each step.

A person record in the sys_user table who can log in to the instance. Each user profile stores identity, contact information, and links to groups and roles.

A collection of users that can be assigned roles and used for task assignment, approvals, and record access. Groups simplify administration by managing permissions for many users at once.

A named permission set that grants access to applications, modules, and records. Roles are assigned to users or groups and determine which actions a user can perform.

The core ServiceNow table that stores user records. It holds login credentials, contact details, and references to group membership and assigned roles.

A staging table that holds data loaded from an external source before it is transformed into target ServiceNow records. Import sets preserve the raw imported rows for review and troubleshooting.

A set of rules that maps fields from an import set table to fields in a target table. It defines coalesce fields and what happens when a match is or is not found.

A definition of where and how to retrieve external data for import, such as a file, LDAP directory, or web service. Data sources feed records into an import set.

A transform map setting that specifies which field or fields must match an existing target record so the import updates that record instead of inserting a duplicate.

A structured collection of items and services that end users can request through self-service, usually presented in a portal. It organizes offerings into categories and catalogs.

A requestable offering in the service catalog with its own order form, price, and fulfillment process. Examples include laptop requests, software access, and facilities services.

A catalog-style form that creates a record in a specified table when submitted. It is often used to let users create incidents or requests without direct access to the table.

A no-code automation tool for building flows with triggers, actions, and conditional logic. Flows can automate approvals, record updates, notifications, and integrations across the platform.

A legacy automation engine that uses activities and transitions to drive record state changes, approvals, and notifications. Workflows are configured per table and can run when records are created or updated.

A web portal framework that provides self-service pages and widgets for end users, separate from the platform's standard interface. It commonly hosts the service catalog and knowledge search.

A chronological feed on a record that shows comments, work notes, field changes, and attachments. It gives users a shared history of activity on the record.

Internal comments on a record that are visible only to users with appropriate roles, such as fulfillers and administrators. They document progress and troubleshooting details.

Customer-facing comments on a record that are visible to the requester and other authorized users. They are used to communicate updates and ask for information.

A rule that defines which users can read, write, create, or delete specific records, fields, or tables. ACLs are evaluated to grant or deny access for each operation.

The platform mechanism that evaluates access control lists against the current user, record, and operation to decide whether access is allowed. It applies security at table, field, and record level.

A feature that logically separates data, processes, and users so multiple customers or business units can share one instance while keeping records isolated. It is common in managed service provider deployments.

An authentication method that lets users log in once with an external identity provider and access ServiceNow without entering separate credentials. It centralizes authentication and improves security.

Conditions that determine which users can access a catalog item, knowledge article, or portal content. Criteria can be based on user attributes, groups, roles, or companies.

The underlying database structure that stores records of one type, such as incidents or users. Each table has fields (columns) defined in the dictionary.

The metadata layer that defines tables, fields, field types, and attributes in the ServiceNow database. It controls how data is stored, displayed, and validated.

A unique 32-character identifier automatically assigned to every record in a ServiceNow table. It is used in references, URLs, and integrations to identify a specific record.

A field that stores a link, usually a sys_id, to a record in another table. It lets users select related records such as an assigned user or configuration item.

A saved visualization of data from a table or report source, such as a bar chart, pie chart, or list. Reports can be shared, added to dashboards, or scheduled.

A collection of widgets and reports displayed together to give an at-a-glance view of key metrics. Dashboards can be personalized and shared with groups or roles.

A ServiceNow module that tracks indicators over time with targets and thresholds to analyze trends and performance. It helps organizations measure whether processes are improving.

A measurable metric in Performance Analytics, such as the number of open incidents or average resolution time. Indicators are collected on a schedule to show trends.