Catalog Item vs Service Request

[klmueller2022]

I have what's maybe a dumb question...I've primarily developed in Change and Release modules and now am branching out to other areas.  Can someone explain the difference between a Catalog Item and a Service Request?

[johnfeist]

Hi,

They are basically the before and after of the same thing.  A catalog item (sc_cat_item) is where you layout the information that is needed when a user wants something (who is asking, why do they need it, when do they need it, etc.)  The catalog item is displayed in your service portal.  When the user "orders" the item, a record is created in sc_req_item.  sc_req_item is labelled as Requested Item.

The other thing to keep in mind is that requests exist at three levels.  The request sc_request is simply a container.  One request can have multiple items in it (think of Amazon where the Request is the cart and the items are the stuff in the cart).  The third level is controlled by the fulfillment process so you will see related lists on the requested items for tasks (sc_task) and approvals.

Please let me know if you have any further questions.

[Amit Gujarathi]

HI @klmueller2022 ,
I trust you are doing great.

In ServiceNow, a Catalog Item and a Service Request are two different concepts related to the Service Catalog functionality.

A Catalog Item represents a predefined offering or a product that is available for users to request from the Service Catalog. It is like an item in an online shopping catalog that users can browse and select. Catalog Items can range from simple items like requesting a software installation or hardware replacement to more complex items like requesting access to specific systems or requesting a new employee onboarding process.

On the other hand, a Service Request is a specific user request for a particular service or action that they need assistance with. It is created by a user when they want to avail a particular service or initiate a specific process. For example, a user might submit a Service Request for requesting a laptop upgrade, password reset, or software license renewal.

To summarize:

• Catalog Item: Predefined offering or product available in the Service Catalog.
• Service Request: User-generated request for a specific service or action.

In terms of implementation, Catalog Items are created and configured by administrators or developers using ServiceNow's Service Catalog design tools. Service Requests are created by end-users through the Service Catalog interface or by IT personnel on behalf of the user.