REFERENCE

Quick Glossary — Part 2

More everyday terms to round out your vocabulary. Part two of two.

ITSM. IT Service Management — running IT support the organized way.
Fulfiller. The staff member who does the work behind a request.
Knowledge Base. A searchable library of help articles and answers.
Update Set. A bundle of changes moved safely between environments.
Production. The live system real users depend on every day.
Sub-production. Safe copies (dev and test) for building and trying things.
Integration. A connection that lets ServiceNow exchange data with another system.
API. The doorway through which systems talk to each other.
Virtual Agent. A chatbot that answers questions and takes action automatically.
Now Assist. The platform’s generative-AI helper built into the tools.
Upgrade. The twice-a-year refresh that adds new features.
Service Portal. The friendly website where end users get help.