Do you have Catalog item to request for a new Catalog item or request to edit existing Catalog item?

[LinaV]

Hi All

I have a challenge to simplify and make more user friendly existing Catalog request form. We have very ugly and complicated form in excel. Due to other customizations, we can't use Catalog Builder.

I am thinking about creating Catalog item, which would be used to request for a New Catalogue item or to request for a change of existing Catalogue item. I struggle with ideas, how to make this item simple and at the same time collecting all needed information about catalogue item and variables.

What is your experience on this?

[Peter Bodelier]

Hi @LinaV,

It is hard to gather all needed information for this kind of changes in a form. I've seen it before, as well as in an excel, and it never works the way it should, or is way too complicated to fill in.

I prefer a simple catalog item, in which a brief description can be provided.
Then we sit together with the requestor to gather the details ourselves.

This way we ensure we get all the info we need, as well as have the opportunity to provide feedback or think together with the requestor to find the best setup for them.
We know what is possible in the platform, a requestor normally doesn't. So use this change to help them, and make them happy. 😉

[Anurag Tripathi]

Hi Lina,

This is a good question.

In My opinion, This is not limited to catalog Items but whole platform. If any business sector needs an improvement/change into any existing process (like incident, or change, or a catalog item) on wants to use a new process on ServiceNow, this needs to go through the proper channels (Security, Architecture, May need funding as well). the best way to manage this should be using Demand Management. One of the main benefit is that this will not be limited to catalog item but help you manage the whole platform.

Also you can explore Continual Improvement Management Process in ServiceNow, this is only for improvements/enhancements but may work for you.

[LinaV]

Hi Anurag,

We use Demand management for changes within ServiceNow modules/ processes, however creation of catalog items is separate process and even fulfilled by other team. We are happy with both processes and the only challenge is Catalog request form. Currently it is not user friendly at all. 

[Anurag Tripathi]

So the question is how to improve the catalog request form.

What do you have on there?