A ServiceNow Service Catalog is an efficient mechanism that helps organizations automate and standardize service requests, facilitating end users to receive the needed IT services in a hassle-free process. However, developing catalog items that are not just efficient but also user-friendly requires planning and a systematic process.

In this step-by-step guide, we will explore how to create efficient and user-friendly catalog items in ServiceNow, from configuration to expert customizations. When creating catalog items for IT services, HR requests, or other business processes, the following steps will help provide an end-to-end seamless user experience coupled with backend effectiveness.

Why ServiceNow Catalog Items Matter

ServiceNow catalog items are the comprehensive services or products presented to end-users via the Service Catalog. They may range from small requests (e.g., password reset) to comprehensive service offerings (e.g., ordering a new laptop). Organizations may create streamlined and user-friendly catalog items that make it:

Easy to Order: Easy to place service requests, and easier to track them.

Standardize Requests: Guide users through the correct process for requesting services, reducing the incidence of errors and misinterpretations.

Enhance User Experience: Simplify the process for end-users, reducing effort and time to request services.

Step 1: Creating a New Service Catalog Item

Initial Setup

The first step toward creating a catalog item is to configure the core architecture.

Creating a New Catalog Item

Navigate to the Service Catalog:

Go to Service Catalog > Catalog Definitions > Maintain Items in the ServiceNow platform.

Click New to create a new item.

Enter Basic Information:

Insert a name into the catalog item (e.g., “New Laptop Request”).

Assign the catalog and category to the item. Catalog categories help to group and categorize items in the Service Catalog.

Assign the Active flag to True to enable the item for users.

Add Descriptions:

Give a short summary that tells users what they are receiving with this catalog item.

Insert a full description that lists any information users should know before requesting (e.g., eligibility, charges, deadlines).

Step 2: Setting Up Variables and Sets of Variables

Variables allow users to enter data when they are requesting a catalog item. Variables are the building blocks of an interactive and dynamic user interface.

Creating Variables

Define Variables:

Include fields such as text fields, dropdown lists, checkboxes, or radio buttons based on the type of information you require from users.

For example, for a “New Laptop Request” catalog item, you can ask the users to select the model, choose the operating system, and enter delivery information.

Use Variable Sets for Reusability:

A Variable Set is a group of related variables that can be used across different catalog items. This helps in ensuring consistency and reducing the duplication of variable creation.

For instance, a Contact Information variable set can be used across different catalog items to collect user phone numbers, email addresses, and other contact details.

Set Variable Order:

The sequence variables where they appear does matter. Use the Order field for each variable to control how they should appear to end-users.

Logic will take the user through requesting without forcing them into irrelevant or confusing steps.

Step 3: Enhancing User Experience with UI Policies and Client Scripts

For catalog items to be functional, they need to be interactive and intuitive. ServiceNow has some tools that may enhance user experience and ensure the users utilize the catalog items as expected.

UI Policies

UI Policies are used to dynamically control the read-only properties, mandatory status, or visibility of variables based on the user input.

Use UI Policies to Control Variable Behavior:

For example, if a user selects a specific model of laptop, you can show additional fields like Processor Type or Storage Size based on their selection. This is achieved through UI Policies.

UI Policies also hide or make some variables mandatory based on other selections. For instance, if a user selects “Yes” for an Add Accessories field, you can make fields for choosing accessories mandatory.

Create UI Policy Rules:

Define when the UI policies need to be invoked (e.g., when a particular checkbox is selected or when a particular value is chosen from a dropdown).

Choose what needs to be done (e.g., display, hide, become mandatory, or read-only).

Client Scripts

Client Scripts still further enhance the user experience by enabling real-time validation, field population, or other dynamic updates.

Field Validation:

Use Client Scripts to validate user input dynamically. For example, you can check that a delivery date entered by the user is not in the past.

You can also use client scripts to populate fields automatically based on other user selections (for example, populating the full name field based on the user’s profile).

Dynamic Interaction:

You can even create onChange, onLoad, or onSubmit scripts that provide dynamic action like a pop-up message or loading additional data based on user inputs.

Step 4: Setting Permissions and Access Control

You don’t want all users to be allowed to request all items in the catalog. Through setting permissions and access controls, you can restrict what users are permitted to request or access specific items in the catalog.

Access Control for Catalog Items

Available For and Not Available For:

Use the Available For and Not Available For fields to identify who can see and request a particular catalog item.

New hardware can be requestable by staff in the IT department, for example, but access to software can be requestable by end-users only.

Roles and Conditions:

Use conditions or roles to control access to catalog items. For instance, only users in a particular employee role can order a laptop, or only users in certain locations are eligible for certain services.

Step 5: Automating Catalog Item Fulfillment with Workflows and Flows

For advanced catalog items, you may need to automate work, approval, and notifications. ServiceNow offers Flow Designer and Workflows to automate the fulfillment process.

Using Flow Designer

Design a Flow:

Develop a flow that is automatically triggered when a catalog item is requested. For instance, when a user requests a new laptop, the flow may trigger tasks such as approving the request, ordering the laptop, and informing the IT department.

Task Creation:

Automate generation of tasks for every step in the request process. This can include generating tasks for IT staff to approve the request, install the laptop, and deliver it to the user.

Automate Notifications:

Use the flow to automatically notify the users at various steps in the request (e.g., request confirmation, while shipping the item, etc.).

Using Workflows for Approvals

Generate Approval Workflows:

If certain catalog items require approval (e.g., buying expensive equipment), implement approval workflows whereby the approvers assigned must approve or deny the request before they can proceed.

Step 6: Deploying and Testing the Catalog Item

Before offering the catalog item to users, thorough testing needs to be carried out to ensure that all settings, variables, and workflows perform as intended.

Test in a Development Environment:

Ensure that everything, including variables, UI policies, client scripts, and flows, works as expected in a testing environment before deployment to production.

User Acceptance Testing (UAT):

Get end-users involved to test the catalog item and provide feedback on its usability and functionality. This will help reveal any user experience issues that were not detected during development.

Deploy to Production:

After testing is complete and feedback has been resolved, push the catalog item into the production environment and make it available for users.

Conclusion: Building Effective and User-Friendly Catalog Items

Building well-designed and intuitive catalog items in ServiceNow must be done with care and a methodical approach. After the steps laid out in this tutorial—setting up basic catalog items, setting variables and UI policies, and automating business flows, in-depth testing—you can build an unbroken and user-friendly Service Catalog that streamlines the user experience without sacri-ficing backend efficiency.

A well-designed Service Catalog not only reduces errors and delays in services but also improves overall user satisfaction, ultimately improving service delivery in the organization.