Whats your biggest challenge?

[britta]

As new customer to ServiceNow, We'd like to know what is your biggest challenge to make sure we are providing the guidance and content that you need.  

[Brian Lancaster]

I would say setting up Catalog items properly.

1. Good item names
2. Good short descriptions and descriptions (So the user understands when the item it for)
3. Variable, if possible try to include more then just a large text box (if a user is unable to find what they are looking for they will use one that just has a text box so they can submit something)

After 4 years we ended up doing a project to revamp our catalog item. Some of these items that just had a large text box got split into 5 - 10 new items with multiple variables.

[britta]

Hi Brian, 

Service Catalog is always a challenge.  They often end up too high level or too granular.  Hitting the sweet spot is so critical because you don't want all of your requests going to "other." I think I should add a blog about this to my series! 

Britta