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33 Service Catalog

I. Introduction to the Service Catalog

  • Purpose: The Service Catalog provides a user-friendly, "Amazon-like" self-service portal for users to request services and products from an organization. It simplifies and streamlines the request process.
  • Key Features:
    • Supports multiple catalogs (e.g., IT, HR) and categories within catalogs.
    • Provides request tracking for users (similar to tracking a package).
    • Improves user experience for requesting services.

II. Service Catalog Structure and Components

  • Tables: The Service Catalog application is built on several core ServiceNow tables:

    • SC Cat Item: Stores information about individual catalog items (e.g., "Laptop," "Software License").
    • SC Cart: Stores information about user shopping carts (items selected but not yet ordered).
    • SC Request (REQ): Represents the overall order, containing one or more requested items.
    • SC Request Item (RITM): Represents a single item within a request (e.g., "Adobe Acrobat" within a software request).
    • SC Task: Represents individual tasks that need to be completed to fulfill a request item (e.g., "Install Software," "Configure Laptop").

  • Request Hierarchy:

    • Request (REQ): The top-level container for an order. Think of it as the "order confirmation" in an online store.
    • Request Item (RITM): Individual items within the request. Each item ordered is a separate RITM.
    • Catalog Task (SC Task): Steps required to fulfill a specific request item. Not all request items require tasks.

    Example: A request for a "New Employee Setup" (REQ) might contain request items (RITM) for "Laptop," "Email Account," and "Building Access." The "Laptop" RITM might have tasks (SC Task) like "Image Laptop," "Install Software," and "Deliver to User."

III. Key Service Catalog Features

  • Record Producers:

    • Purpose: Simplified forms for creating records in any ServiceNow table (not just catalog items). They provide a user-friendly interface for tasks like creating incidents, problems, or changes.
    • Benefit: Admins can create clean, focused forms with only the necessary fields, hiding the complexity of the underlying table.
    • Scripting: Record producers can use scripts to map user input to fields on the target record, even fields not directly visible on the form. This allows for automation and data validation.
    • example: create incident

  • Order Guides:

    • Purpose: Bundle multiple related catalog items into a single, guided request process. They are like "wizards" that walk users through a series of steps.
    • Common Use Case: New employee onboarding (requesting laptop, software, access, etc., all in one go).
    • Dynamic Behavior: Order guides can use rules to dynamically show or hide catalog items based on user responses to initial questions (e.g., department, role).

  • Variable Sets:

    • Purpose: Reusable groups of variables (form fields) that can be applied to multiple catalog items. This avoids duplication and simplifies maintenance.
    • Example: A "Standard Employee Questions" variable set might include fields like "Requested For" and "Needed By," which are common to many request types.
    • Maintainability: Changes to a variable set are automatically reflected in all catalog items that use it.

  • Workflows:

    • Purpose: Automate the fulfillment process for catalog items. Workflows define the steps, approvals, and tasks required to deliver a requested item.
    • Best Practice: Use generic workflows for groups of similar items, but individual workflows are possible for unique items.
    • Example: A workflow for a laptop request might include steps for approval, procurement, configuration, and delivery.

  • User Criteria:

    • Purpose: Control access to catalog items and knowledge articles based on user attributes. This allows for targeted visibility of items.
    • Criteria: Can be based on roles, groups, individual users, companies, departments, locations, or custom scripts.
    • Benefit: Simplifies management of item visibility compared to manual scripting.
    • "Match All" Option: Requires a user to meet all specified criteria to see the item.

IV. Navigating and Managing the Service Catalog (Demonstration)

  • Accessing the Service Catalog:

    • Type "Service Catalog" in the filter navigator.
    • Use the Self-Service application -> Service Catalog module (for the user view).
    • Use the Service Catalog application (for the administrative view).

  • UI Page: The default Service Catalog view is displayed in a UI page, showing categories and items.

  • Catalog Definitions:

    • Maintain Catalogs: Manage catalog properties (title, description, manager, etc.).
    • Maintain Categories: Manage categories within catalogs (title, parent catalog, description).
    • Maintain Items: Manage individual catalog items (name, catalog, category, workflow, price, description, variables, etc.).
    • Content Items: Items in a catalog that can reference other things. For example, a user may click a content item and be redirected to a knowledge based article.
    • "Try It" UI Action: Preview a catalog item's form as a user would see it.

  • Catalog Item Variables:

    • Variable Types: Different types of form fields (e.g., checkbox, single-line text, multiple-choice, reference).
    • Question and Name: The "question" is the label displayed to the user; the "name" is used in scripts.
    • Order Field: Determines the order in which variables appear on the form.

  • Creating a New Catalog Item (Demo Steps):

    1. Go to "Maintain Items" and click "New."
    2. Provide a name, catalog, category, and short description.
    3. Optionally, select a workflow.
    4. Save the record.
    5. Create variable sets (if needed) and add variables to the set.
    6. Add variables directly to the item (if needed).
    7. Use the "Try It" button to preview the item.

  • Order guide demo

    • Who the hiring manager is
    • what group this new hire is joining
    • when choose options is selected, it takes these values into account and dynamically changes what catalog items are in the view
    • Because of the answers to those questions, user has the ability to choose a standard laptop, external monitor, email account, vpn, and desk set up
    • These can change based on the questions.

  • Record producer demo

    • Create an incident
    • Simplified form
    • User selects the urgency
    • User provides a description

  • Variable Set Demo

    • Standard employee question variable set
    • Requested for field and needed by field.

  • Creating new item

    • Add a catalog item called IPhone X

  • Demo wrap-up

    • Click order now, automatically approved (under $1,000).
    • Walkthrough workflow.

This detailed breakdown should provide comprehensive notes for understanding the ServiceNow Service Catalog. Remember to supplement these notes with your own observations and any specific examples from your course materials. Good luck!

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