100 Essential ServiceNow ITSM Terms: A Quick Guide 2025

100 Essential ServiceNow ITSM Terms:

 

1. Incident

Explanation: A report that something is wrong.
Example: A computer suddenly stops working.

2. Incident Management

Explanation: The process to fix incidents fast.
Example: The IT team quickly resolves a network outage.

3. Service Request

Explanation: A formal request for a service.
Example: A user asks for a new software installation.

4. Problem

Explanation: A recurring IT issue that needs investigation.
Example: Multiple reports of a slow network.

5. Problem Management

Explanation: The process to find and remove the root cause.
Example: IT finds a bug causing repeated network drops.

6. Change

Explanation: A planned update or modification.
Example: Upgrading server software.

7. Change Management

Explanation: The process to handle IT changes safely.
Example: Reviewing and approving a planned update.

8. Configuration Item (CI)

Explanation: Any component that needs to be managed.
Example: A computer, printer, or router.

9. CMDB (Configuration Management Database)

Explanation: A database that stores CIs.
Example: A record of all computers and devices in the office.

10. Knowledge Base

Explanation: A collection of helpful articles and tips.
Example: A guide on how to reset your password.

11. SLA (Service Level Agreement)

Explanation: A promise on service performance.
Example: IT agrees to respond within 2 hours.

12. Uptime

Explanation: The time a system is running smoothly.
Example: A server that is online 99% of the time.

13. Downtime

Explanation: The period when a system is unavailable.
Example: A server taken offline for maintenance.

14. Dashboard

Explanation: A visual display of key IT metrics.
Example: A screen showing system health and open tickets.

15. Performance Analytics

Explanation: Reports on how well IT services work.
Example: A weekly report on incident resolution times.

16. Alerts

Explanation: Automatic messages about issues.
Example: An email alert when a server error happens.

17. Notifications

Explanation: Updates sent to users about service changes.
Example: A pop-up message about a scheduled update.

18. Service Desk

Explanation: The main IT support center.
Example: A helpdesk that takes calls and emails.

19. Support Group

Explanation: A team that handles IT issues.
Example: The network team fixes connectivity problems.

20. Escalation

Explanation: Moving an issue to a higher level for help.
Example: A minor issue is passed to a specialist.

21. Root Cause Analysis (RCA)

Explanation: Finding the basic cause of a problem.
Example: Investigating why a server crashes repeatedly.

22. Knowledge Article

Explanation: A written solution or guide.
Example: A step-by-step guide on printer troubleshooting.

23. Operational Level Agreement (OLA)

Explanation: An internal agreement on IT tasks.
Example: The helpdesk and network team agree on response times.

24. Underpinning Contract

Explanation: An agreement with a vendor or supplier.
Example: A contract with a cloud service provider.

25. Workflows

Explanation: Automated steps to complete a process.
Example: A ticket automatically routed to the correct team.

26. Automation

Explanation: Technology that performs tasks automatically.
Example: Automatic password resets when a rule is met.

27. Orchestration

Explanation: Coordinating tasks between different systems.
Example: Automating daily data backups.

28. Self-Service

Explanation: Tools that let users fix issues on their own.
Example: A portal where users can reset their passwords.

29. Portal

Explanation: A web page where users access IT services.
Example: The ServiceNow portal to submit a ticket.

30. Queue

Explanation: A list of tasks waiting for work.
Example: Tickets waiting in the helpdesk queue.

31. Task

Explanation: A single work item or action.
Example: Resetting a user’s account password.

32. Assignment Group

Explanation: The team assigned to a ticket.
Example: The hardware team gets a ticket about a broken printer.

33. SLA Breach

Explanation: Not meeting the agreed service time.
Example: A ticket takes 3 hours when the target is 2 hours.

34. Monitoring

Explanation: Watching systems to spot issues early.
Example: IT checks server load continuously.

35. Event Management

Explanation: Handling alerts and system events.
Example: An event is generated when a server is overloaded.

36. Baseline

Explanation: A standard measurement for performance.
Example: The usual response time for a support ticket.

37. Incident Closure

Explanation: Marking an incident as fixed and complete.
Example: Closing a ticket after the computer is repaired.

38. Reopen

Explanation: Opening a ticket again if the issue returns.
Example: A user finds the same problem later and reopens the ticket.

39. Problem Record

Explanation: A log of recurring issues.
Example: Documenting repeated network problems.

40. Change Request

Explanation: A formal request to make a change.
Example: A request to update the office software.

41. Change Approval

Explanation: Getting permission to make a change.
Example: A manager approves a server upgrade request.

42. Change Schedule

Explanation: A plan for when changes happen.
Example: Scheduling a server update at 2 AM.

43. Emergency Change

Explanation: A quick change needed to fix a big problem.
Example: Applying an urgent security patch.

44. Standard Change

Explanation: A routine change that is pre-approved.
Example: A weekly update to software applications.

45. Normal Change

Explanation: A regular change that follows the process.
Example: Monthly hardware maintenance.

46. Planned Change

Explanation: A change scheduled in advance.
Example: Upgrading the network over a weekend.

47. ITIL

Explanation: A framework for best IT service practices.
Example: Using ITIL guidelines to manage incidents.

48. ServiceNow

Explanation: A platform for IT service management.
Example: IT uses ServiceNow to track support tickets.

49. Service Catalog

Explanation: A list of available IT services.
Example: A list of software and hardware services provided by IT.

50. Business Service

Explanation: An IT service that supports business operations.
Example: Email and collaboration tools.

51. Technical Service

Explanation: A service that supports IT functions.
Example: Network connectivity or server hosting.

52. Business Impact

Explanation: How an IT issue affects the company.
Example: Email outage slowing down work.

53. Risk Assessment

Explanation: Evaluating potential IT issues.
Example: Checking risks before a software upgrade.

54. Priority

Explanation: The order in which issues are handled.
Example: A server crash is high priority.

55. Urgency

Explanation: How quickly an issue needs fixing.
Example: A security breach needs urgent attention.

56. Impact

Explanation: The effect of an IT issue on users.
Example: A bug affecting many employees.

57. Criticality

Explanation: The importance of an IT service.
Example: A payment system is very critical for business.

58. Continuous Improvement

Explanation: Ongoing efforts to improve IT services.
Example: Regular meetings to discuss service improvements.

59. Improvement Plan

Explanation: Steps to fix and enhance IT services.
Example: A plan to reduce system downtime.

60. Resource Allocation

Explanation: Assigning IT staff and tools where needed.
Example: Sending a technician to fix a printer.

61. Capacity Management

Explanation: Ensuring there is enough IT power.
Example: Adding servers to handle more users.

62. Availability Management

Explanation: Keeping systems up and running.
Example: Backup systems that kick in during outages.

63. Disaster Recovery

Explanation: A plan to recover IT after a disaster.
Example: Switching to a backup data center during a flood.

64. Backup

Explanation: Making copies of data for safety.
Example: Daily backup of company files.

65. Recovery Time Objective (RTO)

Explanation: The maximum time to restore a service.
Example: Restoring an email system within 2 hours.

66. Recovery Point Objective (RPO)

Explanation: The acceptable data loss in time.
Example: Losing no more than 15 minutes of data.

67. Incident Response

Explanation: The actions taken when an incident occurs.
Example: IT quickly starts work when a system goes down.

68. Customer Satisfaction

Explanation: How happy users are with IT support.
Example: A post-ticket survey shows high ratings.

69. Feedback

Explanation: Opinions and suggestions from users.
Example: Users give comments after a support call.

70. Escalation Matrix

Explanation: A guide for moving issues upward.
Example: A document that shows who to call for tough problems.

71. Standard Operating Procedure (SOP)

Explanation: Step-by-step instructions for tasks.
Example: A guide on how to reset a password.

72. Change Advisory Board (CAB)

Explanation: A group that reviews and approves changes.
Example: A monthly meeting to discuss upcoming changes.

73. Service Transition

Explanation: Moving new IT services into daily use.
Example: Testing a new software before it goes live.

74. Service Operation

Explanation: Daily activities that keep IT running.
Example: The helpdesk handling user calls.

75. Service Strategy

Explanation: Planning how IT services will support business.
Example: A meeting to set IT goals for the year.

76. Service Portfolio

Explanation: A list of all IT services offered.
Example: A catalog of all support and maintenance services.

77. Demand Management

Explanation: Handling and forecasting IT service requests.
Example: Adjusting resources during a high volume of tickets.

78. Supplier Management

Explanation: Managing vendors that provide IT services.
Example: Regular calls with a software provider.

79. Release Package

Explanation: A set of changes released together.
Example: A software update that includes several fixes.

80. Test Plan

Explanation: A plan to check IT changes before rollout.
Example: Testing a new app on multiple devices.

81. Testing

Explanation: Verifying that IT changes work as expected.
Example: Running tests on a new software feature.

82. Deployment

Explanation: Releasing and installing changes.
Example: Launching a new website update.

83. Rollback

Explanation: Reverting a change if issues occur.
Example: Returning to the old software version after a bug.

84. Risk

Explanation: A potential issue that may affect IT.
Example: The chance of a security breach after an update.

85. Compliance

Explanation: Following rules and standards.
Example: Meeting data security guidelines.

86. Audit

Explanation: An official review of IT processes.
Example: Checking if access rights are properly set.

87. Business Continuity

Explanation: Ensuring IT keeps running during crises.
Example: Backup power during an outage.

88. Integration

Explanation: Connecting different IT systems.
Example: Linking the email system with the CRM.

89. API (Application Programming Interface)

Explanation: A tool for software to talk to each other.
Example: Connecting two apps to share data.

90. Mobile App

Explanation: Software designed for mobile devices.
Example: The ServiceNow mobile app for tracking tickets.

91. Chatbot

Explanation: An automated helper that answers questions.
Example: A chatbot that guides users to reset passwords.

92. Virtual Agent

Explanation: An AI tool that supports users with tasks.
Example: A virtual agent that helps with IT queries.

93. Workflow Designer

Explanation: A tool to create and manage processes.
Example: Building a flow for ticket approvals.

94. Knowledge-Centered Service (KCS)

Explanation: A method to capture and reuse IT solutions.
Example: Updating the knowledge base after solving a problem.

95. Collaboration

Explanation: Working together to solve IT issues.
Example: IT and business teams meeting to plan a change.

96. Incident Escalation

Explanation: Moving an incident to a higher support level.
Example: A minor bug becomes urgent and is escalated.

97. Incident Reassignment

Explanation: Changing the owner of a ticket.
Example: A ticket is moved from one technician to another.

98. Response Time

Explanation: The time it takes to reply to a ticket.
Example: IT replies to an incident in 30 minutes.

99. Resolution Time

Explanation: The time taken to fix a ticket.
Example: A problem is solved in 2 hours.

100. Satisfaction Survey

Explanation: A survey to check user happiness after service.
Example: An email survey sent after ticket closure.