catalog itam

[rishabhnilk]

Hi everyone,
I'm currently learning ServiceNow and focusing on Catalog Item development.

Can anyone please share 10 to 15 real-time catalog item names that are commonly used in organizations?
I'd like to practice building them in my PDI environment and prepare better for interviews.

Just the names of the catalog items would be really helpful.
Thanks in advance for your support

[sanjay02 · Accepted solution]

Hi @rishabhnilk ,

Great to see your interest in learning Catalog Item development in ServiceNow — it’s a really valuable skill, especially for real-world implementations.
Tip : Before building catalog items, it's important to first decide which category you want to work under.
Common categories in most organizations include:

• Hardware
• Software
• Services
• Support
  Once you’ve chosen a category, you can design catalog items accordingly. Here are some real-time examples (10–15) under each:

Hardware:

1. Laptop Request
2. Monitor Request
3. Mobile Phone Request
4. External Keyboard/Mouse Request
5. Docking Station Request

Software:

1. Microsoft Office Installation
2. VPN Access Request
3. Adobe Creative Cloud License
4. SQL Server Installation
5. Zoom/Teams License Access

Services:

1. New Employee Onboarding
2. Email Distribution List Creation
3. Shared Folder Access
4. Printer Setup/Configuration

Support:

1. Password Reset
2. Account Unlock
3. Application Issue Reporting

[Chaitanya ILCR · Accepted solution]

Hi @rishabhnilk ,

This is where you can UI AI 

Just give a it a prompt to give you some challenges 

The following exercise examples are generated by AI(Gemini)

Exercise 1: Basic Laptop Request

 * Item Name: "Standard Laptop Request"

 * Description: "Request a standard-issue laptop for new hires or replacements."

 * Variables:

   * Single Line Text: "Employee Name" (Mandatory)

   * Single Line Text: "Department" (Mandatory)

   * Select Box: "Laptop Model" (Choices: "Dell Latitude 5420", "HP EliteBook 840 G8", "Lenovo ThinkPad T14")

   * Checkbox: "Include Docking Station?"

 * Workflow: Simple approval from the "Manager" of the requested employee. After approval, create a "sc_req_item" and an "sc_task" for "IT Fulfillment - Laptop Provisioning".

Exercise 2: Software Installation Request

 * Item Name: "Software Installation Request"

 * Description: "Request installation of approved software on your company device."

 * Variables:

   * Reference: "User" (Referencing sys_user table, default to logged-in user)

   * Multi-Line Text: "Justification for Software" (Mandatory)

   * List Collector: "Software to Install" (Referencing a custom table u_software_list with columns for "Software Name" and "License Required"). Allow users to select multiple.

 * Workflow: Approval based on the "Software to Install" variable. If any selected software requires a license (based on u_software_list), route to "Software Asset Management" for approval. Otherwise, IT approval. Create "sc_task" for installation.

Exercise 3: New Employee Onboarding Bundle

 * Item Name: "New Employee Onboarding Bundle"

 * Description: "Request all necessary items for a new employee."

 * Variables:

   * Single Line Text: "New Employee Name" (Mandatory)

   * Single Line Text: "New Employee Email" (Mandatory, validate email format)

   * Date: "Start Date" (Mandatory, future date only)

   * Reference: "Manager" (Referencing sys_user table)

   * Checkbox: "Needs Desk Phone?"

   * Checkbox: "Needs Mobile Phone?" (If checked, show "Mobile Phone Model" Select Box with choices: "iPhone 15", "Samsung Galaxy S24")

   * Checkbox: "Needs Software Package A?"

   * Checkbox: "Needs Software Package B?"

 * Workflow: Multi-stage workflow.

   * Manager approval.

   * If "Needs Desk Phone" or "Needs Mobile Phone" is checked, create an "sc_task" for "Telecom Provisioning".

   * If any software packages are checked, create an "sc_task" for "IT Software Installation".

   * Create an "sc_task" for "HR Onboarding Checklist".

Exercise 4: Printer Ink/Toner Request

 * Item Name: "Printer Ink/Toner Request"

 * Description: "Request replacement ink or toner for your office printer."

 * Variables:

   * Reference: "Printer" (Referencing cmdb_ci_printer table)

   * Select Box: "Cartridge Type" (Choices: "Black Ink", "Color Ink", "Black Toner", "Color Toner")

   * Integer: "Quantity" (Min: 1, Max: 5)

 * Workflow: Simple approval by "Facilities Department". Create an "sc_task" for "Facilities - Ink/Toner Fulfillment".

Exercise 5: Access Card Request/Replacement

 * Item Name: "Access Card Request/Replacement"

 * Description: "Request a new access card or a replacement for a lost/damaged one."

 * Variables:

   * Reference: "User" (Default to logged-in user)

   * Select Box: "Request Type" (Choices: "New Card", "Lost Card Replacement", "Damaged Card Replacement")

   * Single Line Text: "Reason for Request" (Mandatory, only if "Request Type" is "Lost Card Replacement" or "Damaged Card Replacement")

 * Workflow: Approval by "Security Department". Create an "sc_task" for "Security - Card Issuance".

Exercise 6: Conference Room Booking

 * Item Name: "Conference Room Booking"

 * Description: "Book a conference room for a meeting."

 * Variables:

   * Reference: "Conference Room" (Referencing cmdb_ci_facility filtered by Class = Conference Room)

   * Date/Time: "Start Time" (Mandatory)

   * Date/Time: "End Time" (Mandatory, must be after Start Time)

   * Single Line Text: "Meeting Topic" (Mandatory)

   * Integer: "Number of Attendees"

 * Workflow:

   * Script Include/Business Rule: Implement logic to check for room availability based on the selected "Conference Room", "Start Time", and "End Time". If unavailable, display an error message and prevent submission.

   * Approval by "Facilities Department".

   * Upon approval, create a new "Event" record in a custom u_conference_room_bookings table.

Exercise 7: VPN Access Request

 * Item Name: "VPN Access Request"

 * Description: "Request access to the company's Virtual Private Network."

 * Variables:

   * Reference: "User" (Default to logged-in user)

   * Select Box: "Access Level" (Choices: "Basic", "Developer", "Admin")

   * Multi-Line Text: "Business Justification" (Mandatory)

 * Workflow:

   * If "Access Level" is "Basic", require approval from "Manager".

   * If "Access Level" is "Developer", require approval from "Manager" AND "Development Lead".

   * If "Access Level" is "Admin", require approval from "Manager", "Development Lead" AND "Security Officer".

   * Create an "sc_task" for "Network Operations - VPN Provisioning".

Exercise 8: Marketing Material Order

 * Item Name: "Marketing Material Order"

 * Description: "Order branded marketing materials."

 * Variables:

   * Reference: "User" (Default to logged-in user)

   * Select Box: "Material Type" (Choices: "Brochures", "Business Cards", "Flyers", "Posters")

   * Integer: "Quantity" (Mandatory, Min: 10, Max: 500)

   * Single Line Text: "Project/Campaign Name" (Mandatory)

   * Attachment: "Design File Upload" (Optional)

   * Date: "Required By Date" (Future date only)

 * Workflow: Approval by "Marketing Manager". Create an "sc_task" for "Print Shop/Vendor Order".

Exercise 9: Custom Application Access Request (Advanced)

 * Item Name: "Custom App Access Request"

 * Description: "Request access to a specific custom internal application."

 * Variables:

   * Reference: "User" (Default to logged-in user)

   * Reference: "Application" (Referencing a custom table u_custom_applications with columns: "Application Name", "Application Owner", "Description", "Required Roles")

   * List Collector: "Requested Roles" (Populated dynamically based on the "Required Roles" of the selected "Application" via a Client Script/onChange script)

   * Multi-Line Text: "Business Justification" (Mandatory)

 * Workflow:

   * Approval from the "Application Owner" of the selected application.

   * Approval from the "User's Manager".

   * Create an "sc_task" for "Application Support - Role Assignment".

Exercise 10: Departmental Budget Adjustment Request (Advanced)

 * Item Name: "Departmental Budget Adjustment"

 * Description: "Request an adjustment to a departmental budget."

 * Variables:

   * Reference: "Department" (Referencing cmn_department)

   * Select Box: "Adjustment Type" (Choices: "Increase", "Decrease", "Transfer")

   * Price: "Amount" (Mandatory)

   * Reference: "From Account" (Referencing a custom u_financial_accounts table, only if "Adjustment Type" is "Transfer")

   * Reference: "To Account" (Referencing u_financial_accounts table, only if "Adjustment Type" is "Transfer", and cannot be the same as "From Account")

   * Multi-Line Text: "Detailed Justification" (Mandatory)

 * Workflow:

   * If "Adjustment Type" is "Increase" or "Decrease" and "Amount" > $5000, require "CFO" approval. Otherwise, "Department Manager" approval.

   * If "Adjustment Type" is "Transfer", require "Department Manager" approval for both "From" and "To" departments.

   * Upon approval, update a record in a u_budget_tracking table to reflect the adjustment.

   * Generate a PDF summary of the approved request and attach it to the RITM.

Regards 

Chaitanya 

[Prasanna_Patil · Accepted solution]

Hi @rishabhnilk please check these

1. Request New Laptop/Desktop

2. Software Installation Request

3. Email Access Request

4. VPN Access Request

5. Password Reset Request

[sanjay02 · Accepted solution]

Hi @rishabhnilk ,

Great to see your interest in learning Catalog Item development in ServiceNow — it’s a really valuable skill, especially for real-world implementations.
Tip : Before building catalog items, it's important to first decide which category you want to work under.
Common categories in most organizations include:

• Hardware
• Software
• Services
• Support
  Once you’ve chosen a category, you can design catalog items accordingly. Here are some real-time examples (10–15) under each:

Hardware:

1. Laptop Request
2. Monitor Request
3. Mobile Phone Request
4. External Keyboard/Mouse Request
5. Docking Station Request

Software:

1. Microsoft Office Installation
2. VPN Access Request
3. Adobe Creative Cloud License
4. SQL Server Installation
5. Zoom/Teams License Access

Services:

1. New Employee Onboarding
2. Email Distribution List Creation
3. Shared Folder Access
4. Printer Setup/Configuration

Support:

1. Password Reset
2. Account Unlock
3. Application Issue Reporting

[Chaitanya ILCR · Accepted solution]

Hi @rishabhnilk ,

This is where you can UI AI 

Just give a it a prompt to give you some challenges 

The following exercise examples are generated by AI(Gemini)

Exercise 1: Basic Laptop Request

 * Item Name: "Standard Laptop Request"

 * Description: "Request a standard-issue laptop for new hires or replacements."

 * Variables:

   * Single Line Text: "Employee Name" (Mandatory)

   * Single Line Text: "Department" (Mandatory)

   * Select Box: "Laptop Model" (Choices: "Dell Latitude 5420", "HP EliteBook 840 G8", "Lenovo ThinkPad T14")

   * Checkbox: "Include Docking Station?"

 * Workflow: Simple approval from the "Manager" of the requested employee. After approval, create a "sc_req_item" and an "sc_task" for "IT Fulfillment - Laptop Provisioning".

Exercise 2: Software Installation Request

 * Item Name: "Software Installation Request"

 * Description: "Request installation of approved software on your company device."

 * Variables:

   * Reference: "User" (Referencing sys_user table, default to logged-in user)

   * Multi-Line Text: "Justification for Software" (Mandatory)

   * List Collector: "Software to Install" (Referencing a custom table u_software_list with columns for "Software Name" and "License Required"). Allow users to select multiple.

 * Workflow: Approval based on the "Software to Install" variable. If any selected software requires a license (based on u_software_list), route to "Software Asset Management" for approval. Otherwise, IT approval. Create "sc_task" for installation.

Exercise 3: New Employee Onboarding Bundle

 * Item Name: "New Employee Onboarding Bundle"

 * Description: "Request all necessary items for a new employee."

 * Variables:

   * Single Line Text: "New Employee Name" (Mandatory)

   * Single Line Text: "New Employee Email" (Mandatory, validate email format)

   * Date: "Start Date" (Mandatory, future date only)

   * Reference: "Manager" (Referencing sys_user table)

   * Checkbox: "Needs Desk Phone?"

   * Checkbox: "Needs Mobile Phone?" (If checked, show "Mobile Phone Model" Select Box with choices: "iPhone 15", "Samsung Galaxy S24")

   * Checkbox: "Needs Software Package A?"

   * Checkbox: "Needs Software Package B?"

 * Workflow: Multi-stage workflow.

   * Manager approval.

   * If "Needs Desk Phone" or "Needs Mobile Phone" is checked, create an "sc_task" for "Telecom Provisioning".

   * If any software packages are checked, create an "sc_task" for "IT Software Installation".

   * Create an "sc_task" for "HR Onboarding Checklist".

Exercise 4: Printer Ink/Toner Request

 * Item Name: "Printer Ink/Toner Request"

 * Description: "Request replacement ink or toner for your office printer."

 * Variables:

   * Reference: "Printer" (Referencing cmdb_ci_printer table)

   * Select Box: "Cartridge Type" (Choices: "Black Ink", "Color Ink", "Black Toner", "Color Toner")

   * Integer: "Quantity" (Min: 1, Max: 5)

 * Workflow: Simple approval by "Facilities Department". Create an "sc_task" for "Facilities - Ink/Toner Fulfillment".

Exercise 5: Access Card Request/Replacement

 * Item Name: "Access Card Request/Replacement"

 * Description: "Request a new access card or a replacement for a lost/damaged one."

 * Variables:

   * Reference: "User" (Default to logged-in user)

   * Select Box: "Request Type" (Choices: "New Card", "Lost Card Replacement", "Damaged Card Replacement")

   * Single Line Text: "Reason for Request" (Mandatory, only if "Request Type" is "Lost Card Replacement" or "Damaged Card Replacement")

 * Workflow: Approval by "Security Department". Create an "sc_task" for "Security - Card Issuance".

Exercise 6: Conference Room Booking

 * Item Name: "Conference Room Booking"

 * Description: "Book a conference room for a meeting."

 * Variables:

   * Reference: "Conference Room" (Referencing cmdb_ci_facility filtered by Class = Conference Room)

   * Date/Time: "Start Time" (Mandatory)

   * Date/Time: "End Time" (Mandatory, must be after Start Time)

   * Single Line Text: "Meeting Topic" (Mandatory)

   * Integer: "Number of Attendees"

 * Workflow:

   * Script Include/Business Rule: Implement logic to check for room availability based on the selected "Conference Room", "Start Time", and "End Time". If unavailable, display an error message and prevent submission.

   * Approval by "Facilities Department".

   * Upon approval, create a new "Event" record in a custom u_conference_room_bookings table.

Exercise 7: VPN Access Request

 * Item Name: "VPN Access Request"

 * Description: "Request access to the company's Virtual Private Network."

 * Variables:

   * Reference: "User" (Default to logged-in user)

   * Select Box: "Access Level" (Choices: "Basic", "Developer", "Admin")

   * Multi-Line Text: "Business Justification" (Mandatory)

 * Workflow:

   * If "Access Level" is "Basic", require approval from "Manager".

   * If "Access Level" is "Developer", require approval from "Manager" AND "Development Lead".

   * If "Access Level" is "Admin", require approval from "Manager", "Development Lead" AND "Security Officer".

   * Create an "sc_task" for "Network Operations - VPN Provisioning".

Exercise 8: Marketing Material Order

 * Item Name: "Marketing Material Order"

 * Description: "Order branded marketing materials."

 * Variables:

   * Reference: "User" (Default to logged-in user)

   * Select Box: "Material Type" (Choices: "Brochures", "Business Cards", "Flyers", "Posters")

   * Integer: "Quantity" (Mandatory, Min: 10, Max: 500)

   * Single Line Text: "Project/Campaign Name" (Mandatory)

   * Attachment: "Design File Upload" (Optional)

   * Date: "Required By Date" (Future date only)

 * Workflow: Approval by "Marketing Manager". Create an "sc_task" for "Print Shop/Vendor Order".

Exercise 9: Custom Application Access Request (Advanced)

 * Item Name: "Custom App Access Request"

 * Description: "Request access to a specific custom internal application."

 * Variables:

   * Reference: "User" (Default to logged-in user)

   * Reference: "Application" (Referencing a custom table u_custom_applications with columns: "Application Name", "Application Owner", "Description", "Required Roles")

   * List Collector: "Requested Roles" (Populated dynamically based on the "Required Roles" of the selected "Application" via a Client Script/onChange script)

   * Multi-Line Text: "Business Justification" (Mandatory)

 * Workflow:

   * Approval from the "Application Owner" of the selected application.

   * Approval from the "User's Manager".

   * Create an "sc_task" for "Application Support - Role Assignment".

Exercise 10: Departmental Budget Adjustment Request (Advanced)

 * Item Name: "Departmental Budget Adjustment"

 * Description: "Request an adjustment to a departmental budget."

 * Variables:

   * Reference: "Department" (Referencing cmn_department)

   * Select Box: "Adjustment Type" (Choices: "Increase", "Decrease", "Transfer")

   * Price: "Amount" (Mandatory)

   * Reference: "From Account" (Referencing a custom u_financial_accounts table, only if "Adjustment Type" is "Transfer")

   * Reference: "To Account" (Referencing u_financial_accounts table, only if "Adjustment Type" is "Transfer", and cannot be the same as "From Account")

   * Multi-Line Text: "Detailed Justification" (Mandatory)

 * Workflow:

   * If "Adjustment Type" is "Increase" or "Decrease" and "Amount" > $5000, require "CFO" approval. Otherwise, "Department Manager" approval.

   * If "Adjustment Type" is "Transfer", require "Department Manager" approval for both "From" and "To" departments.

   * Upon approval, update a record in a u_budget_tracking table to reflect the adjustment.

   * Generate a PDF summary of the approved request and attach it to the RITM.

Regards 

Chaitanya 

[Prasanna_Patil · Accepted solution]

Hi @rishabhnilk please check these

1. Request New Laptop/Desktop

2. Software Installation Request

3. Email Access Request

4. VPN Access Request

5. Password Reset Request

[GlideFather · Accepted solution]

Hi @rishabhnilk,

each client is unique even in the same industry. Different needs and requirement will be for automotive client or for bank, insurance, ...... 

In general there might be request for:

• Add/Change/Remove Licence
• Add/Change/Remove Access rights
• Reset Password
• Company or Industry -related requests
• ...

Do you have any concrete question?