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.