When navigating the ServiceNow UI, it's important to understand the difference between configuration, and personalization. These are defined terms within ServiceNow. As a general rule, in UI16 and later, configuration results in changes for everyone, whereas personalization results in changes just for you.
Most configurationmodifies global system settings, configuration records, and properties (properties can be found in the sys_properties table), whereas most personalization results in modified or generated preferences (user preferences can be found in the sys_user_preference table). You can create Global default preferences by creating a preference record in the sys_user_preference table that isn't assigned to any particular user, but these default preferences can be overridden on a user-by-user basis, if users modify their preferences manually. It would be possible to create a data policy or business rule (discussed in a later chapter) to prevent users from...