Browse the glossary for definitions of ServiceNow CSM and project terms.
This glossary includes terminology related to configuration, maintenance and management of the ServiceNow CSM project. Some terms may be familiar, and some terms are used differently than WashU traditionally uses them.
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z
C
Case: Used to track and manage a specific issue (whether HR, FIN, or Workday Student) for requesting help.
CSM: Customer Service Management- ServiceNow’s module designed to expand service and support beyond IT, while allowing teams to work together on a single platform.
K
Knowledge Base: Collection of self-help articles to help you fix your issue yourself.
S
Service Catalog: Collection of services offered by different areas. Each service has a form with fields designed to gather the information needed to fulfill the request, as well as workflows designed to create tasks for different teams, if needed. ServiceNow also provides the ability to request approval (operational and budgetary) before fulfillment work begins.
Service Level Agreement (SLA): An agreement that specifies the time within which service must be provided.
Service Portal: Front page to enter general requests for help, or request services with pre-defined form fields to increase delivery efficiency, as well as find self-help resources.
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