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. 

[rafaelramos0]

Hi @gkakulavara !

Your approach is correct and makes the process smoother.

So, I would start by migrating the Zendesk services to ServiceNow and implement new services in ServiceNow.
Next, I would migrate the services implemented in ADaxes to ServiceNow. Start by grouping the services and use cases integrated into the same systems.

You need to map the service delivery into at least two parts.

Part 1 - Catalog Item (defining the requester's input information)
Part 2 - Workflow (based on the catalog item definition, you need to orchestrate the workflow steps and integrations)

In short, integrations done in ADaxes may require additional configuration in ServiceNow. Verify that all necessary spokes are already in your subscriptions. This will speed up implementation.

Mark helpful if makes sense. 🙂

[Ajay_Chavan]

@gkakulavara 

here is what you can do:

Start Simple Look at your most requested items in Adaxes, Pick the top 5-10 easiest ones to start with , Build those first, then expand

For example - "application access request form"
One catalog item where users pick which app they need from a dropdown
- Simpler to maintain
- Better if you have lots of apps

Separate catalog item for each application
- Better for custom approvals per app
- Use Catalog Builder templates

Links:
https://www.servicenow.com/community/itsm-articles/application-guide-service-catalog-best-practices/...

https://www.servicenow.com/success/playbook/service-catalog-design.html

[gkakulavara]

As we are in the early stages of the implementation and we will be implementing with the help of an implementation partner, I'm thinking of working to identify items that we already do not have in Adaxes for Service Catalog. And later once implementation is done we migrate everything we have in adaxes to ServiceNow. Please Let me know your thoughts.