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‎07-24-2024 01:59 PM
I am looking for industry or ServiceNow recommended best practices (or pros / cons) for when to use Record Producers and when to use Catalog Items when creating workflows for our users to leverage in our Service Catalog(s).
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‎07-24-2024 02:10 PM
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‎07-24-2024 02:10 PM
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‎07-24-2024 02:25 PM - edited ‎07-24-2024 02:26 PM
Hello,
The key difference is Catalog Items involve a structured fulfillment process with a tracking via Flow, Workflow etc. While Record Producers are used for creating records, focusing more on data intake but take the process from other than Service Catalog management (e.g. Incident Management)
If the requirement from Client/Customer is on following, then go for Catalog Item: Procurement, Inventory, Offerings, Requests, Ordering multiple items for say onboarding an employee etc., as these will involve working with multiple teams and child tasks to work on which can be done individually per Catalog Item based Flows.
Else case for Record Producers: General queries (to Incident/Interaction etc.), Requesting changes to platform like Ideas, Form intakes for e.g. Visitor/Guest details etc.
SN Sources: Attaching a ServiceNow Success document for "Design a world-class service catalog", "Service Catalog and Request - Starter Stories" and "ITSM - Service Cat_Req - Implementation Insights"
Links: Other links that can help are here:
Hope this helps!
Regards, Akash
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