How to build a Service Catalog for dummies?

[Shawn Horley]

Greetings Folks.

Still new to ServiceNow and I've been tasked with building a Service Catalog. The creation of the categories was simple enough, But building the actual catalog items is a challenge. I simply don't know enough about the tool, and even though I've been through the documentation on Service Catalog I'm still ignorant on how to build these things properly...

Example: We are wanting a catalog item that users can fill out and submit as a User Access request to "Grant, Revoke or Change  user access to one of our systems" I think it should be a Record Producer as we want it to generate a request that then gets worked by the appropriate support team. WHen I go to start building it one of the fields to fill is Table... I have no idea which table to use, or how to get this to generate a Service Request, or to be honest whether service request is even what it should be...

So, more confused and frustrated than anything else, and wishing there was a "How to build a Service Catalog For Dummies"

Any guidance, or resources you folks could suggest for this is VERY appreciated.

[Bhojraj Dhakate]

Hi,

If you create catalog item.it has a separate flow designed by ServiceNow.

sc_request (Request)--> sc_req_item(Requested Item) --> sc_task(Catalog Tasks)

If you create catalog item and then raise a request then it will first go the Sc_request (Request )then it will create RITM (Requested Item sc_req_item) associated with request then catalog task if exist(for that u have to design workflow and need to add in the catalog item) 

The better option of create table based Record Producer and assigned to the support team.

make sense.

Thanks,

Bhojraj 

[Shawn Horley]

Thank you Bhojraj!

Very Helpful indeed!

[Bhojraj Dhakate]

Hi Arthwys,

Mark Correct if this solves your issue and also hit Like and Helpful if you find my response worthy based on the impact.

Thanks,

Bhojraj

[Shawn Horley]

Greetings Bhojraj

It's been very helpful indeed. I'm just trying to work out your suggestion of: create table based Record Producer and assigned to the support team.

In the New record form I can see how the Incident table can be easily chosen to have the submitted form create an Incident. I am not certain how to have it create a generic request form... That's the part that is puzzling me. 

This service catalog option (I hesitate to use the word Item due to the inability people seem to have with differentiating the record producer as a type of SC item in general language) will not be for reporting an incident or issue, but for making general requests/inquiries. mostly of a How To: nature.

Cheers

Arthwys

[Bhojraj Dhakate · Accepted solution]

Hi Arthwys,

Making it simple follow below steps:

1. Create a category and subcategories that u want

2. Create a catalog item e.g. "Grant, Revoke or Change  user access"

3. add catalog item to the category.

4. Create a workflow on "sc_req_item" table

5. add Group Approval -> assignment group --> "IT support"

Thanks,

Bhojraj