ServiceNow Certified System Administrator (CSA): key terms

Flashcards for this exam ServiceNow Certified System Administrator (CSA) guide Class dates

• Access Control List (ServiceNow) (ACL)Security rule granting create, read, write or delete access to tables and fields based on roles, conditions and scripts.Intermediate
• Activity StreamForm area showing the history of journal entries, field changes, emails and attachments on a record.Foundational
• Application NavigatorLeft-side menu listing applications and their modules, filterable by typing.Foundational
• Assignment GroupGroup field on task records identifying the team responsible for the work.Foundational
• Assignment Rule (ServiceNow)Rule that automatically sets the assigned group or user on task records when conditions match.Foundational
• Automated Test Framework (ATF)ServiceNow tool for creating and running automated functional tests of forms, server logic, catalog items and REST APIs.Intermediate
• Background ScriptScripts - Background module for running ad hoc server-side scripts, requiring elevated privilege.Intermediate
• BreadcrumbsTrail of filter conditions at the top of a list; clicking one removes conditions to its right.Foundational
• Business RuleServer-side script that runs when records are displayed, inserted, updated, deleted or queried.Intermediate
• Catalog Client ScriptClient script that runs on catalog item or variable set forms to manipulate variables.Intermediate
• Catalog ItemOrderable good or service in the Service Catalog with variables, price and fulfillment process.Foundational
• Catalog Task (SCTASK)Fulfillment task (sc_task) created under a requested item for a group or person to complete.Foundational
• Catalog UI PolicyUI policy applying to catalog variables to make them mandatory, visible or read-only.Intermediate
• Change EnablementThe ITIL 4 practice (formerly change management) of maximizing successful IT changes by assessing risk, authorizing, and scheduling them.Foundational
• Change ManagementITSM process controlling the lifecycle of changes to minimize risk and disruption.Foundational
• Choice ListField type presenting predefined options stored in the sys_choice table.Foundational
• Client ScriptBrowser-side script running on forms in response to onLoad, onChange, onSubmit or onCellEdit events.Intermediate
• Clone Exclude RuleRule specifying tables whose data is not copied during a clone; preserver rules keep target data.Advanced
• CoalesceTransform map setting marking fields used to match incoming rows to existing records for update instead of insert.Intermediate
• Common Service Data Model (CSDM)ServiceNow's prescriptive framework of CMDB classes and relationships for modeling services across products.Intermediate
• Condition BuilderUI for constructing filter conditions with AND/OR logic used in lists, reports, rules and flows.Foundational
• Configuration Item (CI)Any component that must be managed to deliver a service, such as a server, application, database or business service.Foundational
• Configuration Management Database (CMDB)Repository of configuration items and their relationships that underpins ServiceNow ITSM, ITOM and other workflows.Foundational
• Dashboard (ServiceNow)Collection of reports, widgets and PA visualizations on tabs, shared with users, groups or roles.Foundational
• Data Lookup RuleRule that sets field values based on matching values in a lookup table, such as priority from impact and urgency.Intermediate
• Data PolicyRule enforcing mandatory or read-only fields server-side for all data sources, including imports and web services.Intermediate
• Data Source (ServiceNow)Record defining where import data comes from, such as file, JDBC, LDAP or REST, and how to parse it.Foundational
• Dependency ViewGraphical map of a CI and its upstream and downstream relationships.Foundational
• DictionarySystem table (sys_dictionary) holding definitions of every table and field, including type, length, defaults and attributes.Intermediate
• Dictionary OverrideSetting that lets a child table use a different default, reference qualifier, mandatory or read-only value for an inherited field.Advanced
• DiscoveryServiceNow ITOM application that finds devices and applications on the network and populates the CMDB.Foundational
• Dot-WalkingNavigating through reference fields to access fields on related records in lists, filters, reports and scripts.Foundational
• Elevated RolePrivileged role, such as security_admin, that users must explicitly elevate to during a session.Advanced
• Employee CenterUnified employee portal combining IT, HR and other departmental services, knowledge and content.Foundational
• Encoded QueryString representation of a filter, such as active=true^priority=1, used in URLs and scripts.Intermediate
• Event RegistryTable of registered events that scripts raise with gs.eventQueue to trigger notifications and script actions.Intermediate
• Flow DesignerServiceNow low-code tool for automating processes with triggers, actions, subflows and flow logic.Foundational
• FormDisplay of a single record's fields, sections and related lists.Foundational
• g_formClient-side API for accessing and manipulating form fields, such as getValue, setValue, setMandatory and setDisplay.Intermediate
• GlideRecordServer-side API for querying and manipulating database records in ServiceNow scripts.Intermediate
• GlideSystem (gs)Server-side API (gs) for system information, logging, user context, messages and events.Intermediate
• GroupCollection of users that share roles and can be assigned work.Foundational
• Impersonate UserAdmin feature to view and test the instance as another user would.Foundational
• Import SetStaging table where imported data lands before being transformed into target tables.Intermediate
• Inbound Email ActionScript that processes incoming emails to create or update records, classified as new, reply or forward.Intermediate
• Incident ManagementITSM process and ServiceNow application for restoring normal service as quickly as possible after an unplanned interruption.Foundational
• Instance CloneCopy of a production instance's data and configuration onto a sub-production instance.Intermediate
• Journal FieldField type storing timestamped entries, such as Work notes (internal) and Additional comments (customer-visible).Foundational
• Knowledge BaseContainer of knowledge articles with its own managers, workflows and access criteria.Foundational
• Knowledge Management (ServiceNow)ServiceNow application for creating, approving, publishing and retiring knowledge articles in knowledge bases.Foundational
• Knowledge-Centered Service (KCS)A methodology that captures and improves knowledge as a by-product of resolving issues.Intermediate
• Legacy WorkflowOlder graphical workflow engine (Workflow Editor) with activities and transitions, superseded by Flow Designer.Intermediate
• ListDisplay of multiple records from a table in rows, with filtering, sorting, grouping and list editing.Foundational
• MID ServerJava application installed on a server inside the customer network that communicates with the instance to perform Discovery, orchestration and integrations.Intermediate
• Model CategoryClassification linking a product model to an asset class and a CI class to synchronize assets and CIs.Intermediate
• Next ExperienceServiceNow's modern unified UI framework (Polaris) with a new header, menus, themes and workspaces.Foundational
• NotificationEmail or push message sent when a record is inserted, updated or an event fires, to specified users, groups or fields.Foundational
• Now AssistServiceNow's generative AI capabilities for summarization, resolution notes, search, code generation and conversational experiences.Foundational
• Order GuideCatalog construct that orders multiple related catalog items in one request based on initial answers.Intermediate
• Performance Analytics (PA)ServiceNow analytics capability that collects KPI scores over time for trend analysis and targets.Intermediate
• Platform AnalyticsServiceNow's unified analytics experience combining reporting, Performance Analytics and dashboards in Next Experience.Intermediate
• Playbook (ServiceNow)Process Automation Designer construct that guides agents through stages and activities in workspaces.Advanced
• PluginComponent that activates additional ServiceNow features or applications on an instance.Foundational
• Priority MatrixA table that derives ticket priority from impact and urgency.Foundational
• Record ProducerCatalog item that creates a record in a table (such as an incident or HR case) instead of a request.Foundational
• Reference FieldField that stores a link (sys_id) to a record in another table.Foundational
• Reference QualifierFilter restricting which records can be selected in a reference field: simple, dynamic or advanced (script).Intermediate
• Report (ServiceNow)Visualization of data from a table or data source, such as list, bar, pie, pivot or single score.Foundational
• Requested Item (RITM)Record (sc_req_item) for each item in a catalog request, tracking its fulfillment.Foundational
• RoleNamed set of permissions, such as itil, admin or catalog_admin, granted to users and groups and checked by ACLs and modules.Foundational
• Scheduled Script ExecutionScheduled job that runs a server script at specified times or intervals.Intermediate
• Script IncludeReusable server-side JavaScript class or function library callable from other scripts.Intermediate
• Self-Service PortalA web portal where users can log tickets, request services, check status, and search knowledge.Foundational
• Service CatalogSelf-service collection of orderable items and services presented through portals.Foundational
• Service Catalogue ManagementThe ITIL practice of providing a single source of consistent information on all services and offerings.Intermediate
• Service Configuration ManagementThe ITIL practice of ensuring accurate information about configuration items and their relationships is available.Intermediate
• Service Level Agreement (ServiceNow) (SLA)Task SLA record tracking time against a commitment, such as resolve P1 incidents within 4 hours.Intermediate
• Service PortalAngularJS-based framework for building self-service portals using pages, widgets and themes.Intermediate
• Service Request ManagementThe ITIL practice of handling pre-defined, user-initiated requests for services.Foundational
• ServiceNow InstanceA single customer environment of ServiceNow with its own URL, database and configuration, such as dev, test or prod.Foundational
• ServiceNow Now PlatformServiceNow's single cloud platform and data model on which ITSM, CSM, HR, SecOps, IRM, SPM and custom apps run.Foundational
• ServiceNow TableDatabase structure storing records in ServiceNow; every list, form and module is based on a table.Foundational
• SLA DefinitionConfiguration defining when an SLA starts, pauses, stops and its duration and schedule.Intermediate
• sys_id32-character globally unique identifier assigned to every record in ServiceNow.Foundational
• Table ExtensionInheritance where a child table inherits all fields from its parent and adds its own.Intermediate
• Task TableCore parent table (task) providing common fields like number, state, assigned to, assignment group and SLAs for work records.Foundational
• Ticketing SystemSoftware that records, tracks, prioritizes, and reports on support incidents and requests.Foundational
• Transform MapField mappings and scripts that move data from an import set table to a target table.Intermediate
• UI ActionButton, context menu item or link on forms and lists that runs client and/or server script.Intermediate
• UI PolicyNo-code rule that dynamically makes fields mandatory, visible or read-only on forms based on conditions.Foundational
• Update SetContainer capturing configuration changes (customer updates) on an instance for transfer to other instances.Foundational
• User AdministrationManagement of users (sys_user), groups (sys_user_group) and roles in ServiceNow.Foundational
• User CriteriaConditions (users, groups, roles, companies, locations, scripts) that control who can view catalog items and knowledge.Intermediate
• VariableQuestion or field on a catalog item or record producer that captures user input.Foundational
• Variable SetReusable group of variables shared across multiple catalog items.Intermediate
• Virtual AgentServiceNow conversational chatbot that resolves common requests through topics and integrations.Foundational
• Workflow StudioServiceNow's unified workspace for building flows, subflows, actions, playbooks and decision tables.Intermediate
• WorkspaceConfigurable agent-focused interface, such as Service Operations Workspace or CSM Configurable Workspace, built on Next Experience.Intermediate