(IT) Service Catalog vs Standard Change Catalog

[soc_assetmanage]

Hi,

We've been given the assignment to present our IT-Operations services in a Service Catalog in ServiceNow.

Together with our ServiceNow consultant we looked at the Service Catalog.

To be honest, it still looks like a customer facing webshop for big companies who need it for onboarding etc.

Every presentation I have seen revolves around ordering a new Phone or Laptop in different flavors.

Not sure that is what we are after.

For our Service Catalog we are thinking more along the lines of:

- Creation of a VMWare server with OS (of requester's choosing)

- Request for installation of new Software on user's laptop

- Decommissioning of a physical server

- Extension of file volumes

- Setting up of monitoring on existing or new servers

- Patching of servers

Some of these are workflow-based and most are under Change Mgt control.

We regard these as routine changes, so it seems logical to build our IT-OPS Service Catalog in the Standard Change Catalog framwork.

Does this make sense?

Are we approaching it from the correct angle? Are we mixing things?

• And how about OLA's?
• Are they measureable on Standard Changes?
• What about forms? I like the form possibilities in the Service Catalog, to request for required information. Unless I'm mistaken, it's not possible to use forms for Standard changes?

What did you choose and why?

Thanks,

Kenny

[Melghi]

Hey Kenny,

I had the same situation with a bank, where the request where more of Standard Changes.

Good news is that the standard change is just a category of the catalog you saw, so if you like the form of the catalog, it's there, you can pass it on the service portal as well.

The thing is, standard change uses the standard change workflow and not the Request Fulfillment workflows so generally you don't delivery and pricing related.

For SLA, OLA and UC, you can easily integrate them from the Service Level Agreement module, you just need to choose the table as change_request set the condition on the type to "Standard" and than configure the rest of your parameters and additional conditions.

I hope this answers your question.

Regards,

Mohamed