Reference
IT Service Management glossary
Terms used in IT Service Management and its documentation.
Applies to IT Service Management as it works today. Moraph updates the platform continuously, and this page is reviewed when it changes.
Terms used in IT Service Management and its documentation.
| Term | Meaning |
|---|---|
| Configuration item | A record in ServiceNow for something managed, such as a server, application or medical device. |
| Work order | A unit of work for a technician, such as a repair or a scheduled maintenance check. |
| Preventive maintenance | Scheduled inspection and maintenance generated from the interval your equipment management program sets. |
| Clinical impact | The effect an equipment problem has on patient care, recorded on the request to set priority. |
| Downtime | The time from a device being reported out of service to its return to service. |
| Assignment group | The team in ServiceNow that receives a type of incident, request or work order. |
| Major incident | An incident with wide clinical or operational impact, handled with its own coordination and review. |
| Non-production instance | A copy of ServiceNow used to build and test changes before they reach production. |
| Platform owner | Your manager or executive accountable for ServiceNow, who approves changes and the roadmap. |
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