If you’re new to ServiceNow, learning the platform can seem overwhelming. ServiceNow is a powerful IT Service Management (ITSM) tool with many features and functionalities. To help you get started, here are the top 10 essential terms that every beginner should know.
1. Incident
An Incident in ServiceNow refers to an unexpected disruption in IT services. The goal of Incident Management is to restore normal service operations as quickly as possible. Users can create, track, and resolve incidents through ServiceNow’s Incident Management module.
📌 Example: If an employee is unable to access their email, they can submit an incident ticket to IT support.
2. Service Request
A Service Request is a formal request for IT services, such as access to a new application, password reset, or new hardware. These are handled separately from incidents because they are not service disruptions.
📌 Example: Requesting a new laptop for a new employee.
3. Change Request
A Change Request is used to manage changes in the IT environment, such as software updates, infrastructure changes, or security patches. Change requests go through approval workflows to minimize risk and ensure smooth transitions.
📌 Example: Upgrading the company’s VPN software.
4. Knowledge Base (KB)
The Knowledge Base is a centralized repository where users can find solutions to common problems, troubleshooting guides, and FAQs. This helps reduce the number of incidents by allowing users to self-resolve issues.
📌 Example: An article on “How to Reset Your Password.”
5. Service Catalog
The Service Catalog is a collection of IT services that employees can request. It provides a user-friendly interface for employees to submit and track service requests.
📌 Example: A catalog item for “Request New Software Installation.”
6. CMDB (Configuration Management Database)
The CMDB is a database that stores information about IT assets, configurations, and relationships between components. It helps IT teams track assets and understand dependencies within the infrastructure.
📌 Example: Storing details of company servers, software, and network configurations.
7. Workflow
A Workflow in ServiceNow automates business processes by defining a sequence of tasks that need to be completed. Workflows ensure consistency and efficiency in service delivery.
📌 Example: Automating the approval process for a new software request.
8. Roles & Permissions
ServiceNow has different user roles that determine access levels and functionalities within the platform. Common roles include Admin, IT Support, and End Users.
📌 Example: A ServiceNow Admin can create new users, while an end-user can only submit requests.
9. SLA (Service Level Agreement)
An SLA defines the expected time for resolving incidents and service requests. SLAs help track performance and ensure timely issue resolution.
📌 Example: Resolving high-priority incidents within 4 hours as per SLA terms.
10. Reports & Dashboards
Reports and dashboards provide real-time insights into incidents, service requests, and IT performance. They help organizations track metrics and make data-driven decisions.
📌 Example: A dashboard showing the number of open incidents and average resolution time.
Conclusion
Understanding these basic ServiceNow terms will help you navigate the platform with confidence. As you continue exploring ServiceNow, you’ll discover even more powerful features to optimize IT operations. 🚀
