Best practices for security access request catalog items

[Kyle29]

Hello -

I am looking for recommendations or best practices when designing catalog items. I am working on designing service requests and trying to decide a consistent approach for requesting access or security roles to different applications or systems. As a best practice, I typically try to split catalog items up (this often leads to simpler reporting, automation, and page logic). However, this approach doesn't always seem the most usable for the end user. For example, requesting to add access vs requesting to remove access to an application. It would be nice to be able to split these catalog items up as described above and then have a somewhat central location for users to be able to go for adding/removing access. I have considered an order guide, but this seems clunky and it doesn't really seem to be its intended purpose. Does anyone have experience or recommendations they would be willing to share? 

Thanks!

[Narendra Kota]

Hi,

Are you more precisely looking for User Criteria on Catalog Items? Please have a look on the below link, if you find it useful:

https://docs.servicenow.com/bundle/london-it-service-management/page/product/service-catalog-managem...

User criteria basically helps in restricting items to be available for request based on certain aspects of a user; Role, Location, Group, Company, etc. even though you can write a script to evaluate User Criteria in ServiceNow and apply it to Catalog Items to which it is applicable.

Hope this helps.
Mark helpful or correct based on impact.

Thanks.