What are best practices for assigning catalog roles in production?

Bendezium
Tera Expert

I'm looking for information about best practices on making changes to the service catalog in production, but not finding any sources. Is this standard practice with the catalog_editor role? How about with the catalog_admin role? Do you typically provide a standard change to support the work? 

For context, I'm taking a bigger role in improving the user experience of our catalog, but everything must go through a lengthy change management control and promoted through 3 levels of instances. About 10 days from a completed update set in development, changes only after 5, attending change review board, and also aligning somebody that has admin role in prod to pull and commit the update set. I think this will be too slow to address all the UX issues in a timely manner. Initially I want to accomplish the following:

  • Create categories
  • Move items between categories.
  • Create user criteria records.
  • Assign visibility control for catalog items based and categories with user criteria records
  • Add descriptions and images where they are missing with product owner input.
  • Modify text in catalog items so styling matches.
  • Overall, make it feel thoughtful and not a collection of random items.

On going, I'd like to adjust names and categories based on search data from User Experience Analytics. ServiceNow work has never been my primary job so learning a lot. I'm a bit concerned on how this may impact downstream developers in lower instances.

Thanks!

1 REPLY 1

Bendezium
Tera Expert

I will attempt to answer my own question here since nobody else has but leave it unmarked to see what others come up with.

From the "Service Catalog and Request Mgmt - Process Guide":

Modify and Retire Services

Service Owners should also raise a request when they need to make a modification to their existing service or to retire it. The process is very similar to requesting a new service. Instead of creating a new item, the Catalog Editor will make modifications to the existing item in a sub production instance, unless it is a small change that will not impact the workflow such as changing the category the item is in. Once the changes are made, the item is tested by the Service Owner and published to the production instance.

The Catalog Editor can retire the item immediately in the production instance.