The ServiceNow Service Catalog is a cornerstone for delivering self-service capabilities across IT, HR, Facilities, and other enterprise functions. When implemented well, a Service Catalog streamlines user experiences, drives automation, and reduces operational overhead. However, poor design or inconsistent build approaches can result in complexity, duplication, and administrative burden.
This white paper presents best practices for both the design and build phases of ServiceNow catalog development—from foundational architecture to the use of reusable components, Flow Designer, Catalog Builder, and citizen development.
