How should service catalog items be organized? By provider groups or by similar tasks?

[Tyler6]

I have a general question about designing the service catalog. I'm sure this is very different depending on the organization, but I'm wondering if anyone has any advice about how to structure large catalogs. 

We have a lot of different service providers that offer similar services. Depending on the client's specific situation, they may need the help of one service provider vs a different service provider. I've considered organizing catalog items based on service provider. And I've also considered organizing the catalog items based on similar activities such as "Database administration".

Similarly, how specific should the request forms be? Should there be fewer and more general requests that dynamically change follow up questions based on user input? Or should request forms be very specific which would result in many more request forms?

If there is any resources you could point me to for user centered catalog design and request form design, that would be very much appreciated.

Thank you!

[Maik Skoddow · Accepted solution]

You could start with the material offered by ServiceNow itself:

• https://www.servicenow.com/success/playbook/service-catalog-design.html
• https://www.servicenow.com/lpwbr/design-a-world-class-service-request-catalog.html

And then you will find tons of material on the internet and on YouTube. For example, the following video goes into the deep of how to design a successful service catalog: https://www.youtube.com/watch?app=desktop&v=WfxHNejkWYw

Kind regards
Maik

[Maik Skoddow]

Hi @Tyler 

In case you think I was able to answer your question, I would be happy if you mark the appropriate response as "correct" so that the question will appear as resolved for other users who may have a similar question in the future.

If not, please tell me what you are still missing!

Many thanks & kind regards
Maik

[Tyler6]

Thank you so much Maik! I will check out these resources.