Service Catalog Management

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Service Catalog Management
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Knowledge.gif Service Catalog Admin

1 Overview

Service catalogs provide a customer-facing view of available service and product offerings provided by departments within the organization. This allows organizations to promote these offerings in a structured and easily navigable way, and encourages customers to access catalogs to serve their own needs.

A well-defined and managed service catalog provides:

  • A self-service opportunity for customers.
  • A single portal to present all service and product offerings.
  • A standardized approach to request fulfillment.
  • Management of customer expectations.

The aim of service catalog management is to ensure the accuracy and availability of the items provided within the catalogs.

The Service Catalog application allows you to define and manage all aspects of your service catalogs, including the ability to define the available catalog items, define specific request fulfillment workflows, and create customizable catalog portal pages.

2 Video Tutorial

This video introduces the service catalog application.

ServiceNow Service Catalog Demo

3 Setting Up a Service Catalog

Administrators and catalog administrators, users with the catalog_admin role, can use the Service Catalog application to define service catalog content and layout.

Administrators and catalog administrators can define and manage multiple service catalogs, starting with the Eureka release.

A typical service catalog setup process involves the following steps.

  1. Assign roles to those users who are working with the service catalog.
  2. Customize the service catalog homepage to meet your requirements.
  3. Define content to provide in the service catalog:
    • Catalog items: the goods and services available within the catalog.
    • Categories: the groups of items displayed on the catalog home page.
    • Variables: the options available for tailoring a catalog item to meet specific needs.
  4. Define request fulfillment processes, the procedures your organization uses to deliver ordered catalog items.

Administrators and catalog administrators can further extend the service catalog to provide more powerful features, using specialized catalog items, configuration options, and scripting functions. For example, administrators can customize the checkout process used when ordering catalog items.

4 Roles

Role Title [Name] Description
Administrator [admin] Can manage all aspects of the Service Catalog application, including scripting functions such as creating UI macros or business rules.
Catalog administrator [catalog admin] Can manage the Service Catalog application, including catalogs, categories, and items, but not including scripting functions available to administrators.

5 Menus and Modules

The Service Catalog application contains these modules:

Service Catalog Modules
  • Catalogs: Define and enable a homepage for multiple catalogs.
  • Catalog: Access the service catalog portal page to view and request items.
  • Open Records: View open Requests, Items, or Tasks.
  • Catalog Definition
    • Maintain Catalogs: Create and edit catalogs.
    • Maintain Categories: Create and edit categories and subcategories within a catalog.
    • Renderers: Define how catalogs and categories are displayed.
    • Maintain Dynamic Categories: Create and edit dynamic categories to display commonly-requested items.
    • Maintain Items: Create and edit catalog items, the actual goods or services available to order from a catalog.
    • Content Items: Create and edit information-based catalog items such as knowledge articles.
    • Ordered Item Links: Create and edit link on the ordered item screen, such as a link to a standard terms and conditions page.
    • Order Guides: Create and edit standard groups of related items, allowing end users to easily order these items in one request. For example, define a New Hire Equipment order guide.
    • Record Producers: Enable records to be created directly from the service catalog. For example, allow customers to raise incidents from the service catalog.
    • User Criteria:Create user criteria to manage access controls for items and categories.
    • Maintain Cart Layouts: Manage configurable cart layouts to define layouts and functions for your cart without scripting.
  • Catalog Policy
  • Catalog Variables
    • All Variables: View and edit all service catalog variables.
    • Item Variables: View and edit only the variables that are associated to a catalog item.
    • Plan Variables: View and edit variables used with execution plans.
    • Variable Sets: View and edit groups of variables that can be shared as sets between catalog items.
  • Mobile Admin

6 Enhancements

6.1 Fuji

  • Administrators and catalog administrators can use user criteria to define reusable access controls for items and categories. Using user criteria stops the usage of entitlements defined.
  • Administrators and catalog administrators can use cart layouts to define layouts and functions for your cart without scripting.
  • The service catalog GUI is restyled. Buttons, breadcrumb trails, and headers now appear consistent with the other areas of the product.

6.2 Eureka

  • Administrators and catalog administrators can create and manage multiple service catalogs.
  • Catalog managers and catalog editors can use the catalog item designer to create and maintain catalog items, enabling distributed service catalog administration.
  • Administrators can run order guides automatically from within a workflow or a server script.
  • Administrators and catalog administrators can create filters to show which variables users select when they order items.

6.3 Dublin

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