120 terms

ServiceNow Certified System Administrator

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Terms in this set (...)

instance
An independent implementation of ServiceNow.
table
A collection of records.
field
A place to record data within a record.
dictionary
A metatable that describes your tables and fields.
GUID
Globally Unique Identifier
Globally Unique Identifier
A value that ensures that every record is unique in some way.
attachment
A file that is attached to a record.
reference field
Stores a reference to a field on another table.
list
Shows several records in a table, line by line.
form
Contains detailed information for a record. Also where the user interacts with data.
view
Enables you to see data organized in a different way.
Application Navigator
The "menu to the left". At its core, this is a series of links to either forms or lists of data.
modules
The lists and forms found in the Application Navigator.
tags
These collect arbitrary data together, making them easy to find.
Connect
A real-time chat and messaging system that lets you send files, mention users, and get work done together.
ServiceNow Studio
A single location where all of the configuration for an app can be done.
Application Explorer
Shows all of the application files associated with an application.
Delegated Development
Grants users special privileges to work on an application, but only that application.
Local Administration
Restricts global administrators from being able to access an application.
Application Access
Controls how multiple applications work together.
JavaScript
A flexible and powerful scripting language that ServiceNow uses on both the server and client sides.
Glidesoft
What the company now named ServiceNow was originally called.
Glide
What the platform now named ServiceNow was originally called.
Business Rule
Allows you to apply business or process logic to applications hosted on ServiceNow. Some like to think of these as database triggers, as they run whenever a record is inserted, updated, or deleted, or when a query is run against the table.
Query Business Rule
These run before a user even has the chance to interact with a record. Gives you an opportunity to add conditions before data is shown.
Global Business Rule
Code that runs on every transaction or interaction with the platform.
Script Includes
Code that is available in multiple places and is only run on demand.
Data Policy
Enable you to specify whether fields in a table should be mandatory or read-only under certain conditions.
Rhino
JavaScript engine which ServiceNow uses to interpret and execute code.
Java
Using the Apache Struts framework, this is the programming language that ServiceNow is written in.
central server
Where most of the data is stored.
client browser
This asks for data, displays it, and then pushes information back to the server.
Ajax
Asynchronous JavaScript and XML
Asynchronous JavaScript and XML
A technique created by Microsoft that is the key method for loading data from a server in order to improve user experience.
callback function
Provides a way to continue processing commands during a delay. Once the data is done loading, the command is issued.
UI Action
Takes the form of a button, link, list choice, or context menu. Runs a script after it is clicked on.
UI Policy
A script that only runs on browsers. Their advantage is that they run before data is even submitted, giving instant feedback to the user.
Client Script
Adds interactivity to a form. When specific events happen on the page, such as when a field changes, a form loads, or a UI Action is clicked on, this will be evaluated.
UI Script
Allows you to store the equivalent of a JavaScript source file in ServiceNow. Useful for scripts that will be accessible by multiple pages or when you are building a custom interface.
task
Work that is assigned to someone.
requester
Someone who requests work to be done.
fulfiller
Someone who does the work on a task.
group
A collection of people.
priority
States how much focus a fulfiller should put on completing this task.
state
The status of a task. Determines whether it is considered active or not.
identifier
A unique number used to identify a task record. Not to be confused with a sys_id.
Service Desk
Where tasks are stored.
Data Lookup
A way to populate forms with information based on rules. Works by storing a matrix of several combinations in a data lookup table that you build.
Graphical Workflow Editor
Provides a drag-and-drop interface to quickly and easily run a series of automated steps, much like an automated flowchart.
activities
An element of a workflow. It contains outputs which lead to different results.
transitions
An element of a workflow. Connects activities together.
stages
An element of a workflow. Gives the user an indication of how a workflow is proceeding.
workflow
Runs automated steps on demand or upon being triggered. Created with the Graphical Workflow Editor.
approval
A yes or no decision made by a user or group that affects the process of a workflow or script.
Service Catalog
The backbone of an IT portal. Makes it easy for end users to submit requests to fulfillers by providing a one-stop shop to send in requests or tasks.
Service Level Management
Specifies target times for how long a task should take and then uses Graphical Workflow to trigger notification reminders or perform automated actions.
Service Level Agreement
Monitors effectiveness by comparing how long it takes to move between two conditions against a predefined goal.
SLA
Service Level Agreement
event
When this occurs, it performs an action. Several parts of the system are constantly listening for one of these to happen.
system scheduler
Processes the event queue automatically.
Script Action
Server-side code that is associated with a table and run against a record. Triggered by an event.
Inbound Email Actions
Processes and categorizes incoming emails.
metric
Recorded information that allows the analysis and improvement of a process by measuring statistics based upon particular defined criteria.
Database View
Takes information as it is stored and presents it in a different way, often combining two different data sources. They appear as a standard table to the user, albeit read-only.
ODCB driver
Allows tools such as Tableau, Microsoft SQL Service, or Excel to connect to the instance and generate reports.
ServiceNow Data Mart Loader
Allows you to create a replica of all of the ServiceNow data locally.
homepage
Built out of reports, these are often used as dashboards providing you a quick overview of various information. Typically the first thing you see upon logging into ServiceNow.
dropzone
Customizable location within a homepage.
CSV
Comma-separated values
PDF
Portable Document Format
XML
Extensible Markup Language
RSS
Rich Site Summary
SOAP
Simple Object Access Protocol
JSON
JavaScript Object Notation
REST
Representational State Transfer
LDAP
Lightweight Directory Access Protocol
SSO
single sign-on
MID
Management, Instrumentation, and Discovery
ECC
External Communications Channel
Comma-separated values
This is a plaintext file with the field values separated by commas.
Portable Document Format
This format is often associated with Adobe Acrobat and Reader. Since it is a more presentational format, it contains headers, footers, and colors.
Extensible Markup Language
This is a ubiquitous and powerful file format that many applications support. It has a good deal of features, including the use of complex types that allow the grouping of elements.
Excel file format
This is the proprietary format used in Microsoft Excel, part of the Office suite. ServiceNow produces the original Excel binary file format (XLS) used primarily up until Excel 2007.
Rich Site Summary
This is an XML file that has a specific schema to provide information about articles and items that are frequently updated.
Simple Object Access Protocol
This is a specification for requesting and receiving structured data, usually over the Web. It uses XML as its underlying format, so it is relatively human readable. However, its power and capability often make it difficult to use.
JavaScript Object Notation
This is a lightweight name-value pair format. It uses the same notation as JavaScript, making it easy for web browsers to parse, though many other languages now offer support.
Representational State Transfer
This is a mechanism of transferring data, usually XML or JSON, over the web. It uses HTTP, taking advantage of the same methods that web browsers use.
Data Source
Used to import data via an Import Set. Specifies what the data is and where it is stored.
Transform Map
Used with Import Sets. Specifies how data should be copied from the staging table to the target table.
LDAP server
A server that most commonly stores user data, including information such as their phone number, email address, and location.
single sign-on
A capability that syncing your instance with an LDAP server enables. If you're logged in with your LDAP account, you will automatically log into ServiceNow.
MID server
Designed to ease communication with external systems that sit inside a customer's data center. It is not a device and does not run on the instance - it is installable Java software that runs on the customer's infrastructure.
ECC Queue
Designed to communicate with other systems. It has several fields that categorize the data, letting the right system pick it up and process it or post results back. The fields are generic, letting it be a storage area for any type of integration data.
role
Grants a user access to a particular function.
admin
A role that grants a user almost unrestricted access to the instance. If a user has this role, they are given almost all of the other roles too.
subscription
Also known as a license, this allows a user to have a fulfiller role. These are limited and must be purchased from ServiceNow.
impersonation
Enables you to see and do everything that another user can.
security_admin
Unlike most other roles, this one is not inherently given to admins. Needed to change many security settings.
CRUD
Create, Read, Update, Delete
Full disk encryption
Protects a disk if it is physically stolen from the ServiceNow data center.
Field and attachment encryption
Stores encrypted data in the database. This provides a level of protection against a malicious database administrator.
Edge Encryption
This uses a gateway sitting in the customer network for encryption. The gateway, which functions like a proxy server, has all traffic routed through it and it selectively encrypts data elements.
Domain Separation
Designed to control what fulfillers can see and do, depending on which domain they are under. Includes process, UI, and data separation.
domain
A logical grouping of configuration and data. If a certain set of people need to have a configuration that applies just to them or they want to be restricted from seeing certain records, then they may need this.
Installation Exit
Contains the logic to deal with authentication requests. Consists of a block of code that is called whenever a user wants to log in or out, or when a password change is necessary during login.
side door
If you navigate to this URL while logged out, the instance will ignore all installation exits and present the standard username and password login form.
transaction time
How long it took to load a page in milliseconds.. Consists of network, server, and browser time.
audit
Every time a record is updated, the platform writes down what was changed, when it was changed, and who changed it using this.
horizontal scaling
A form of scaling that gives busier instances more application nodes. The load balancer distributes users over the nodes. Read replicas are used to help fully loaded databases.
vertical scaling
A form of scaling which includes providing the right level of memory and database connections to the instance.
Update Set
A container for configuration. Only records changes to configuration, not data. Often used to bring code from a development instance to another with ease.
clone
A replica of a ServiceNow instance. Can be used to copy over an existing instance.
ServiceNow Share
A place to download free developer configurations and plugins. Content that is shared this way is not supported or vetted by ServiceNow.
ServiceNow Store
Offers fully featured applications and integrations for sale that are supported and vetted by ServiceNow.
plugin
Offers new functionality and works like an Update Set. Once it is activated, it can not be turned off. Sometimes includes demo data.
feature release
A brand new version of ServiceNow. Contains new functionality and many fixes. Released twice a year.
patch release
Fixes a number of bugs in the system. Includes all previous patches and hotfixes as a bundle. It should not contain new functionality.
hotfix
Fixes for a specific bug or issue.
Service Portal
Lets you create a custom interface that builds over existing data and logic.
Jelly
ServiceNow uses this to generate HTML. It takes in an XML template and produces HTML which the browser then reads.