How are you managing Catalog Items with different fulfillment flows without creating duplicates?

[M51980601]

Hi everyone,

I’m reviewing the way we structure Service Catalog Items and I’m interested in understanding how others are handling a scenario where the same catalog item can require very different fulfillment processes depending on the options selected by the requester.

For example, imagine one Catalog Item such as Request Software Access, but depending on the application, access level, business area, or environment selected, we may need:

• different approval groups;
• different fulfillment groups;
• different Catalog Tasks;
• additional validations;
• integrations with external systems;
• or even completely different fulfillment flows.

Technically, we can handle a lot of this with conditions inside Flow Designer, but as the number of scenarios increases, the flow can become quite complex and difficult to maintain.

At the same time, creating multiple Catalog Items for every variation can result in duplication and make the catalog harder for users to navigate.

So I’m curious how others approach this:

Do you normally keep one Catalog Item with conditional fulfillment logic, or do you split the request into multiple Catalog Items when the fulfillment processes become significantly different?

Is there a point where you consider a Catalog Item to be doing “too much”?

Also, are there any recommended ServiceNow practices for deciding when to use:

• one Catalog Item with variables and conditional flows;
• multiple Catalog Items;
• Record Producers;
• or reusable Subflows / Decision Tables?

I’m particularly interested in approaches that scale well in larger environments and keep both the user experience simple and the fulfillment logic maintainable.

Thanks in advance for any experiences or recommendations.