Software Customer Facing Portal

[Audrey Ashcraft]

Hello,

We are just beginning our journey with SAM, and would like to understand if others have created a Portal or other landing page for customers to use an intake form for requesting software. Perhaps even a Software catalog that is separate from the service catalog.

Any experience or guidance would be very helpful.

Audrey Ashcraft

ITSM Application Developer Manager

University of Arizona

[Sanjay191 · Accepted solution]

Hi  @Audrey Ashcraft 

I would recommend with the existing Employee Center or Service Portal and creating a dedicated Software category within it and if you bulk catalog item that belongs to software we manage from this. This gives users a separate software-requesting experience without introducing the overhead of maintaining an entirely separate portal.
Also you can automate these  softaware catalog items with single unified flow as well. If you want  anything else please let me know.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.
Thank You

[fknell · Accepted solution]

Hi @Audrey Ashcraft,

This is a common early SAM pattern. I would recommend starting with a Software Catalog section inside the Service Catalog, rather than building a completely separate portal, because ServiceNow’s software catalog is designed as a section within the Service Catalog and can be linked directly to SAM software models. To publish new catalog items from SAM Software Models use 'Publish to Software Catalog', then use Flow Designer for approvals and fulfillment. 

For software that is not already in the catalog, create a separate New Software Request intake form. It should route through the relevant reviews before the product becomes orderable. 

All this is available on PDIs if you want to have a look before installing it on your sub-prod system. I also recommend the training in ServiceNow University, and on YouTube there is an excellent playlist called: Ask a Ranger: Software Asset Management 

Hope this helps!

[Sanjay191 · Accepted solution]

Hi  @Audrey Ashcraft 

I would recommend with the existing Employee Center or Service Portal and creating a dedicated Software category within it and if you bulk catalog item that belongs to software we manage from this. This gives users a separate software-requesting experience without introducing the overhead of maintaining an entirely separate portal.
Also you can automate these  softaware catalog items with single unified flow as well. If you want  anything else please let me know.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.
Thank You

[Audrey Ashcraft]

Thank you for your reply, this was very helpful.

[fknell · Accepted solution]

Hi @Audrey Ashcraft,

This is a common early SAM pattern. I would recommend starting with a Software Catalog section inside the Service Catalog, rather than building a completely separate portal, because ServiceNow’s software catalog is designed as a section within the Service Catalog and can be linked directly to SAM software models. To publish new catalog items from SAM Software Models use 'Publish to Software Catalog', then use Flow Designer for approvals and fulfillment. 

For software that is not already in the catalog, create a separate New Software Request intake form. It should route through the relevant reviews before the product becomes orderable. 

All this is available on PDIs if you want to have a look before installing it on your sub-prod system. I also recommend the training in ServiceNow University, and on YouTube there is an excellent playlist called: Ask a Ranger: Software Asset Management 

Hope this helps!

[Audrey Ashcraft]

Thank you for your reply. This is very helpful.