As a single place for businesses to effectively cross-communicate between functional areas, ServiceNow encompasses a significant amount of purposes. If implemented well, it’s supposed to make everyone’s lives a little bit simpler, but that can be tricky if you don’t understand what’s being said.
ServiceNow is big, so it’s not difficult or uncommon to get confused by the language. But, it’s so important to get it right. Already having this knowledge ahead of time, when you walk into strategy meetings or when reading RFP’s, can save you from many uncomfortable situations with your peers, and also just ensure you know what you’re talking about!
If you’re new to ServiceNow or just continuously perplexed by its terminology, don’t fret! We know that it can be challenging to grasp. We know the platform is constantly growing. We know that the technology is still new. That’s why we have compiled a thorough yet streamlined glossary of ServiceNow terms with their respective definitions for your edification. And, if you just can’t seem to remember what, say, for instance, a Workflow is, just come back here and you can easily find it!
If you want to know what you’re getting yourself into with this eBook, here’s a short preview of the many terms we define for you (we’ll start with the C’s, just for fun!):
Case Management allows external customers to reach out to your organization for assistance. Customer service agents receive these communications and work with customers to answer questions and resolve issues, creating cases as needed.
Cloud Management is an application that helps users to access and manage the use of internet resources that are not directly part of the ServiceNow platform. It is a single ServiceNow interface to define, administer, and measure workflows for provisioning cloud resources. You can also manage the life cycles of those resources. It is integrated with both private and public cloud management providers, including Amazon Web Services, Microsoft Azure, and VMware offerings.
Configuration Compliance is a Secure Configuration Assessment (SCA) application that exposes your most high-impact, configuration-related security vulnerabilities. Configuration Compliance aggregates scan results from integrations with configuration scanning applications.
Configuration Management is an application that allows users to build logical representations of assets, services, and the relationships between them that comprise the infrastructure of your organization. Details about these components are stored in the configuration management database (CMDB) which you can use to monitor the infrastructure, helping ensure integrity, stability, and continuous service operation.
Continual Improvement Management (CIM)
Continual Improvement Management (CIM) is an application that is used to implement service, process, and function improvements. It allows users to request improvement opportunities and implement phases and tasks to meet performance goals, track progress, and measure success.
Customer Service Management (CSM)
CSM solutions allow the business to provide service to customers through communication channels of their choice, such as web, email, chat, phone, and social media. This will quickly bring a customer issue to a skilled agent with machine learning. It is an easy way to deliver great customer service and fix issues.
More Definitions Just Around the Corner
There’s a decent chance a ServiceNow definition you’re looking for isn’t in this short preview, so for even more, make sure you download our new ServiceNow Glossary eBook today.