If you’re just starting your ServiceNow training, understanding the basic terms is the first step toward building confidence. Whether you’re aiming to become a developer, administrator, or simply explore the platform, this guide will walk you through the most commonly used terminologies in the ServiceNow community forum and beyond.
1. Why Terminologies Matter
ServiceNow is a powerful cloud-based platform that helps organizations automate and manage their IT and business workflows. But just like any specialized system, it comes with its own set of terms, tools, and concepts that may feel overwhelming at first. If you’re starting your ServiceNow training, you’ll quickly notice that terms like tables, records, ACLs, and update sets are used frequently across documentation, forums, and training materials.
Understanding these terms early not only helps you follow along more easily but also boosts your confidence when working on real projects. It bridges the gap between theory and practical use — whether you’re customizing the platform, creating workflows, or navigating your personal developer instance. Think of this terminology as your foundation — once you master it, everything else in the platform starts to make more sense.
So before you dive deep into building apps or scripting, take a moment to familiarize yourself with the language of ServiceNow. It’s a small step that can make a big difference in your learning journey.
2. Basic Platform Terms
- Instance: Your personal version of ServiceNow (like your own workspace).
- Table: A place where data is stored (like an Excel sheet).
- Record: A single row of data in a table.
- Form & List: Form shows one record; List shows multiple.
- Fields & Columns: Fields = input boxes on forms; Columns = part of the table.
3. Key User Roles
- System Administrator: Has full control over the platform.
- Developer: Builds apps, scripts, and automations.
- End User: A normal user who uses the platform for tasks.
- Approver: Reviews and approves requests or changes.
4. Core ServiceNow Modules
- ITSM: Manages IT services like incidents and changes.
- HRSD: Used by HR teams to manage employee requests.
- CSM: Helps companies manage customer support.
- CMDB: A database to store IT assets and relationships.
5. Navigation Terms
- Application Navigator: The left sidebar for moving around.
- Filter Navigator: Helps you quickly find apps or modules.
- Banner Frame: The top bar with your profile, settings, etc.
- Modules vs Applications: Apps are groups; modules are individual tools.
6. Workflows & Automation
- Flow Designer: No-code tool to automate tasks.
- Workflow Editor: The older tool for creating processes.
- Business Rules: Scripts that run on the server side.
- Client Scripts: Scripts that run in the browser.
- UI Policies: Set field visibility or make them mandatory.
7. Data Handling Concepts
- GlideRecord: A script tool to read/write data.
- Import Sets: Bring external data into ServiceNow.
- Transform Maps: Help convert and insert data correctly.
- Scheduled Jobs: Automate tasks on a schedule.
8. Security & Access
- Roles: Define what users can do.
- ACLs (Access Control Lists): Restrict who can see or change what.
- User Criteria: Used in things like HRSD to show content based on user roles.
9. Development & Customization
- Studio: The place to build your own applications.
- Scoped Applications: Custom apps in isolated environments.
- Script Includes: Reusable code blocks.
- Update Sets: Save your changes to move them from one instance to another.
10. Integration Terms
- REST & SOAP APIs: Allow ServiceNow to talk to other systems.
- MID Server: Needed for integrations that touch internal systems.
- IntegrationHub: Tool for building and managing integrations.
11. Certifications & Career Paths
- CSA: Certified System Administrator – beginner level.
- CIS: Certified Implementation Specialist – for specific modules.
- CAD: Certified Application Developer – for those who build custom apps.
Conclusion: What’s Next?
Now that you’re familiar with the basic ServiceNow terminologies, you’re ready to move from theory to practice — and that’s where the real learning begins. Understanding terms is just the first step; applying them in real scenarios will help reinforce your knowledge and boost your confidence.
Start by exploring your personal developer instance — a free environment provided by ServiceNow where you can safely experiment, break things, and learn by doing. Try creating tables, building simple workflows, or using Flow Designer to automate basic tasks. The more you explore, the better you’ll understand how the platform actually works behind the scenes.
Also, make it a habit to engage with the ServiceNow community forum. It’s a goldmine of practical advice, troubleshooting tips, and shared experiences from professionals around the world. You can ask questions, contribute answers, and see how others are solving real-world problems using ServiceNow.
Lastly, continue your ServiceNow training regularly through official courses, YouTube tutorials, or community-led webinars. The platform is always evolving, so staying updated will give you a strong edge in your career and help you transition smoothly into more advanced roles like developer, admin, or consultant.
In short: stay curious, stay connected, and keep practicing. That’s the key to mastering ServiceNow.
