How to Create a ServiceNow Service Catalog: A Guide for Admins and Developers

[BillMartin]

Creating a Service Catalog in ServiceNow enables organizations to manage and automate service requests efficiently, improving user experience and streamlining operations. In this blog post, we’ll walk you through the process of setting up a Service Catalog, offering key tips for admins and developers. Whether you’re new to ServiceNow or need a refresher, this step-by-step guide will help you design and implement a catalog tailored to your organization’s needs.

Step 1: Plan Your ServiceNow Service Catalog

Before jumping into configuration, it’s important to plan what services your catalog will offer. This stage involves identifying the services your departments (IT, HR, Facilities, etc.) will provide, grouping related services into categories (e.g., IT Support, Hardware Requests), and defining user roles and permissions to ensure that users only see relevant services. Additionally, mapping out workflows helps you understand how requests will be routed and fulfilled after submission. Involving stakeholders early ensures the catalog meets all business needs and integrates seamlessly with existing processes.

Step 2: Create a New ServiceNow Service Catalog

For Admins

Navigate to the Service Catalog Module from the left-hand menu and select Service Catalog > Create New. Provide a meaningful name and description for your catalog (e.g., "IT Services Catalog"). Configure user permissions by assigning roles, ensuring only relevant users can access the catalog.

For Developers

Developers can leverage the ServiceNow REST API to automate catalog creation, especially when building multiple catalogs across departments. Use catalog visibility scripts to dynamically show items based on a user’s role, department, or location for a more personalized experience.

Step 3: Add Categories and Items

Creating Categories

Go to Service Catalog > Maintain Categories to create new categories that group related services, such as "Hardware Requests" or "Software Access." Assign these categories to the appropriate parent catalog and configure visibility settings to control access.

Adding Catalog Items

Navigate to Service Catalog > Maintain Items to create individual catalog items. Provide a clear name, description, and icon for each item to enhance usability. Link the item to the relevant category to keep the catalog organized.

For Developers

Developers can automate item creation using the Scripted REST API. Additionally, dynamic variables (like dropdowns or checkboxes) allow the catalog to collect user input and adjust options based on those selections, enhancing user experience.

Step 4: Configure ServiceNow Workflows and Approvals

Setting Up Workflows

Use the Workflow Editor to design custom workflows for each catalog item. Create workflows with steps such as approvals, task assignments, and notifications to automate the service request process. Once the workflow is complete, link it to the relevant catalog item to ensure requests follow the desired flow.

For Developers

Developers can add custom approval logic using JavaScript to manage complex workflows. Additionally, automated scripts can assign tasks dynamically based on input values, making the request fulfillment process seamless.

Step 5: Test the ServiceNow Service Catalog

Submit test requests to verify that items appear correctly, workflows trigger as expected, and approvals are properly routed. Test the catalog with different user roles to ensure permissions are configured correctly. Developers can use ServiceNow’s Automated Test Framework (ATF) to create reusable tests, ensuring the catalog functions reliably under various scenarios.

Step 6: Publish and Monitor the Catalog

Activate the items and categories to make the catalog live, then communicate the launch to users through internal channels. Monitor the catalog regularly using performance analytics to track metrics such as request fulfillment times and user satisfaction. Collect feedback from users to identify areas for improvement and refine workflows to enhance efficiency continuously.

Conclusion

Creating a Service Catalog in ServiceNow involves a collaborative effort between admins and developers, from planning and configuration to testing and deployment. Admins handle catalog setup, workflows, and permissions, while developers enhance functionality with automation and custom scripts. By following this guide, you can build a user-friendly, efficient, and scalable Service Catalog that aligns with your organization’s goals.

Ready to see how it all works? Watch the video I’ve posted to explore a real-world demonstration of creating and managing a ServiceNow Service Catalog! 🎥

#ServiceNow #ServiceCatalog #ITSM #ServiceManagement #WorkflowAutomation #Developers #Admins

[jonsan09]

Thanks for sharing

[Shakirat Odin]

Thanks for sharing. it's helpful!

[BillMartin · Accepted solution]

You're welcome! Glad you found it helpful.

[Nikhil Bajaj9]

Hi Bill,

You are marking all your Answers as Solution Accepted. Great :). Solution accepted facility is given so that you can mark any answer which is correct.

Regards,

Nikhil Bajaj