How to Create a Catalog Form in ServiceNow: A Step-by-Step Guide

BillMartin · a month ago

How to Create a Catalog Form in ServiceNow: A Step-by-Step Guide

Creating efficient workflows and easy-to-use forms is the backbone of any successful IT service management system. ServiceNow makes this process easier with its Service Catalog, letting teams streamline requests from hardware needs to access requests. If you're ready to boost your ServiceNow skills and build professional catalog forms, you’re in the right place.

In this guide, you'll learn how to create a catalog form in ServiceNow, the difference between catalog items and record producers, and how to get the most out of templates, fields, and variable sets. Whether you’re an admin, developer, or an IT pro, these steps will give you confidence while helping you avoid common pitfalls.

Understanding the ServiceNow Service Catalog

ServiceNow's Service Catalog lets you create organized forms to handle various service requests. The catalog form isn’t just a blank page. It can collect requests for things like hardware, software installation, or help with incidents. Every company has unique needs, so understanding the basics before you build saves time and frustration.

There are two main types in the Service Catalog:

Catalog Item: Use this for straightforward service requests, like ordering a laptop or asking for a software install. These are no-code and fast to set up.
Record Producer: More advanced. These forms let users create records in other tables (like Incidents or Cases) and sometimes need scripting. Use when you need to trigger more complex workflows.

Tip: Stick with catalog items when you’re starting out. You’ll build confidence with the interface before adding complexity.

Comparison Table: Catalog Items vs. Record Producers

Feature Catalog Item Record Producer

No-code setup	Yes	Sometimes (often needs scripting)
Ideal for	Hardware/software requests	Incident/Case creation
Reusability	High	Usually one-off/custom
Skill level needed	Beginner	Intermediate/Advanced

Main Areas in the Service Catalog

Navigating ServiceNow can seem confusing at first. Let’s break it down:

Maintain Items: Where you create and manage catalog items.
Record Producers: Also found under Service Catalog. Handles special input forms for specific records.
Templates and Variables: Pre-built options make it easier to get started and ensure forms collect the right information.

Every form you see in ServiceNow’s Service Catalog pulls from these main areas. For example, you can request a printer, new software, or a developer laptop.

Starting with Templates: Build it Faster, Avoid Mistakes

Templates in ServiceNow are like jump-starting your form creation. You don’t need to build everything from scratch. Start by copying an existing template and making changes instead of modifying live forms. This keeps your originals safe.

How to use a template:

Go to Maintain Items under the Service Catalog.
Browse the existing catalog items. Pick one similar to what you need, like the 3M Privacy Filter or Developer Laptop.
Click to view the item, then use the "Copy" button. This creates a draft you can edit freely.

This method keeps your original form untouched and helps you learn by example. You’ll see the pre-set groupings, categories, and variables that build the backbone of a useful form.

Working with Fields and Variables

Every form collects different details from the user. In ServiceNow, these details come from fields called variables. You can add as many as you need—think of them as questions on a survey.

Here’s how to add a variable:

In your catalog item, scroll to the variables tab.
Click to add a new variable. For example, ask: "Do you need a computer mouse?"
Set the type of variable (single line text, checkbox, etc.).
Place the new variable in your desired order by adjusting the "Order" field (such as 405 to position after "Additional Requirements").

Why care about order? The order of variables shapes the flow of your form, impacting how easy it is for users to fill out.

Variable Types:

Single line text
Checkbox
Email
Date (for birthdays, deadlines, etc.)

Best practice: Group related questions and use clear names. Confusing forms slow down your users.

Reusing Fields with Variable Sets

If you find yourself needing the same group of variables across many catalog items (like user contact info), ServiceNow’s variable sets make your setup consistent and maintainable.

With variable sets, you define a group of related fields once, then reuse them on multiple catalog forms. This promotes consistency and saves you time.

To add a variable set:

In your catalog item, scroll to the variable sets section.
Choose an existing set like "Control Info" or create a new one.
Add the set to your form, then save.

You’ll immediately see the added fields in your catalog item. Any changes to a variable set automatically show up in all forms that include it.

When to use variable sets vs. individual variables:

Variable Sets: Use when a group of questions appears on many forms.
Individual Variables: Best for form-specific questions.

Copying and Editing Catalog Items Without Risk

When experimenting with form design, it’s best to duplicate an existing item rather than editing live forms. This prevents accidental changes that could disrupt current user requests.

How to safely edit a catalog item:

Use the "Copy" feature before making changes.
Edit fields, variables, and variable sets as needed.
Save under a new name to distinguish your version from the original.

This approach lets you try new ideas or make mistakes without concern. Think of your Personal Developer Instance (PDI) as a sandbox—break things, learn, improve, and reset without hurting your real environment.

Real-Time Updates: See Changes Instantly

One strength of ServiceNow’s form designer is that most changes update right away. When you tweak a description or add a new variable, those adjustments show up immediately on the form’s preview.

Update descriptions to reflect changes in what your form does.
Test your changes regularly with the "Try It" button.
Adjust variable order or grouping as needed for clarity.

Catalog Form Design: Workflow Best Practices

Building a useful Service Catalog form isn’t just about collecting information. It’s about making the experience easy and logical for users. Keep your forms short and to the point when possible. Use templates and variable sets to keep things consistent. Don’t be afraid to make mistakes in your PDI. Each test will make you better at design and reduce trouble for real users.

Quick Reference: Steps to Build a Catalog Form in ServiceNow

Go to Maintain Items under Service Catalog.
Copy an existing catalog item for a safe starting point.
Edit the copied item’s details, description, and add variables or variable sets.
Order variables for logical flow.
Preview the form and make tweaks for clarity.
Save and test as needed.

Common Catalog Items You Can Create:

Laptop requests
Printer setup
Software installation
Application access
Incident or case submissions (via record producer)

Record Producer vs Catalog Item: Which to Use?

Start with catalog items for most service requests, especially if you’re new and want to avoid custom scripting. Move to record producers if your workflow needs more control or creates records in tables outside the catalog.

Catalog Item: Simple requests, fast setup.
Record Producer: More complex processes, may need background scripts.

If your field or variable is only used on a single form, add it as an individual variable. For standard, reusable info (like contact or location), use variable sets.

Conclusion

Building a ServiceNow Service Catalog form boosts productivity, improves request accuracy, and saves everyone time. Use the tools ServiceNow gives you—templates, variable sets, field order—to get started fast and avoid frustration. Copy items instead of editing live forms. Stick to catalog items for most cases. Level up to record producers when ready.

The best way to grow your skills is by practicing in your personal instance. Every mistake is a chance to learn and make your company’s service experience even better.

For a more detailed walkthrough, check out the video above. If you found these tips helpful, support more content by subscribing to the channel and joining as a member. You’ll get early access to member-only videos and help keep quality tutorials coming.

Ready to create your own ServiceNow catalog forms? Watch the full step-by-step video now and get started!