Service Catalog ITSM

[gkakulavara]

We are moving away from Zendesk to ServiceNow for ITSM. I would appreciate any direction on how to identify items for the Service Catalogue. Currently we have none in zendesk, but we use Adaxes for Self Service options where most requests are for Applications and Systems access. 

[GlideFather]

Hi @gkakulavara,

service catalog is pretty much a list of forms what can employees/users submit.

There's no universal template or answer, different items make sense to an insurance company, different ones to a car manufacturer and even within the same industry each company or even company's branch will have its own specifics.

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Service Catalog is what services/products are available. Based on the nature of the catalog and items then oyu can have the corresponding processes - for example, if you cannot access any account, you want to report an issue so you create an incident, if you want to gain that access but you haven't had it before then you need to request it so you submit a request and also, some might be auto-approved, some might require approval...

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With that said, there's no easy answer to you and I guess you should take it from the other way... focus on what your company does and think of tools and processes that will simplify, automate and help you in general, not the other way around.

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to get some idea, watch SN official youtube videos, demos and articles, or read this: Service catalog or What is an IT SC?