🛒 Catalog Items in ServiceNow

🌐Introduction

Catalog Items are the building blocks of the Service Catalog in ServiceNow.

• They represent products, services, or requests that users can order.

• Examples: Requesting a laptop, password reset, access to an application, or booking a training course.

💡 Key Benefit: Catalog Items simplify service requests and provide a self-service experience for end users.

📑Catalog Item Structure

Each Catalog Item typically contains:

• Name & Description: What the item is and why it’s useful.

• Variables: Custom input fields for end-users (text, choice, reference, date, checkbox, etc.).

• Variable Sets: Reusable groups of variables across multiple items.

• Workflow/Flow: Defines the fulfillment process (approvals, tasks, notifications).

• SLA & Approvals: Time commitments and authorization needed.

• Catalogs & Categories: Defines where the item appears (e.g., IT Catalog → Hardware).

⚙️Types of Catalog Items

1. Standard Catalog Item

   • Example: Request new software installation.

2. Record Producer

   • Creates records in tables other than sc_req_item.

   • Example: Open an Incident directly from the catalog.

3. Order Guides

   • Bundle multiple items together.

   • Example: “New Hire Onboarding” → laptop + email account + badge access.

4. Content Items

   • Informational pages in the catalog.

   • Example: “How to use VPN” article.

🛠️Catalog Item Lifecycle

1. Creation

   • Admins define the Catalog Item in Maintain Items.

2. Design Variables

   • Add input fields (e.g., “Laptop Model,” “Software Version”).

3. Associate Workflow/Flow

   • Define approval steps and fulfillment tasks.

4. Publish

   • Place the item in a Service Catalog Category.

5. Ordering

   • End-users submit a request → generates:

     • Request (REQ) → Parent request.

     • Requested Item (RITM) → Represents the catalog item ordered.

     • Catalog Task (TASK) → Work assigned to fulfillment teams.

📋Real-World Examples

1. IT Hardware Request

   • Catalog Item: “Order New Laptop”

   • Variables: Processor, RAM, Storage, Accessories.

   • Workflow: Manager Approval → Procurement → Delivery.

2. Application Access

   • Catalog Item: “Request Access to SAP”

   • Variables: Access Type, Department.

   • Workflow: Manager Approval → SAP Security Group Task.

3. HR Services

   • Catalog Item: “Submit Leave Request”

   • Workflow: Auto-route to HR → SLA-based response.

4. New Hire Onboarding (Order Guide)

   • Bundled Items: Laptop + Email Account + Badge Access + Desk Setup.

⚡Advanced Features

• Dynamic Variables: Show/hide fields based on user input.

• Catalog UI Policies & Client Scripts: Customize form behavior.

• Catalog Data Lookups: Auto-populate fields based on conditions (e.g., department auto-fills manager).

• User Criteria: Control visibility of items (e.g., only Finance users see “Expense System Access”).

• SLAs on RITMs: Track fulfillment deadlines.

• Flow Designer for Fulfillment: Use IntegrationHub to call external systems (e.g., auto-create an AD account).

💡Best Practices

• ✅ Use Variable Sets for reusability.

• ✅ Apply User Criteria to restrict catalog items to the right audience.

• ✅ Keep forms simple and user-friendly.

• ✅ Use Flows instead of legacy Workflows for new items.

• ✅ Always document fulfillment processes for governance.

• ❌ Avoid too many variables in one form—split into multiple items/order guides if needed.

• ❌ Don’t hardcode user roles/approvals—use dynamic rules.

🎬Conclusion

Catalog Items are the foundation of ServiceNow’s self-service experience, empowering employees to easily request products, services, or access.

• With variables, workflows, approvals, and automation, they streamline fulfillment.

• Advanced features like UI policies, dynamic variables, user criteria, and Flow Designer make catalog items powerful and flexible.

• A well-structured catalog improves user satisfaction, reduces service desk calls, and accelerates delivery.