---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Service Catalog readiness

# Service Catalog readiness for AI on the ServiceNow AI Platform {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Service Catalog readiness for AI on the ServiceNow AI Platform

A well-structured Service Catalog is crucial for enabling AI capabilities on the ServiceNow AI Platform, especially to support ServiceNow Otto for Virtual Agent.
A clear and conversationally enabled catalog allows Otto to accurately interpret user requests, present relevant options, increase self-service rates, and reduce escalations.
Conversely, a cluttered or inconsistent catalog hinders AI effectiveness.
Therefore, auditing and optimizing your catalog for AI readiness is essential to ensure intelligent, context-aware responses.
Show full answer Show less  

## Key Steps to Prepare Your Service Catalog for AI

* **Activate the Catalog Conversational Coverage plugin:** Enables access to a dashboard that provides an overview of conversational readiness across catalog items.
* **Review your catalog inventory:** Use the conversational catalog overview dashboard to identify the most requested items and assess their conversational coverage, focusing improvement efforts on high-impact items.
* **Identify items suitable for conversational AI:** Catalog items with fewer than 15 variables are best candidates for conversational enablement; items with more variables are better handled via form pop-ups. Conversational items require ServiceNow Otto for Virtual Agent.
* **Analyze catalog item metadata:** Ensure each item has clear, user-friendly names, tooltips, metadata, and categories, ideally using templates to avoid misinterpretation by language models and to enhance conversational flow.
* **Review advanced configurations:** Evaluate UI policies, client scripts, and user criteria. Note that user criteria control access but policies and scripts are not processed by Virtual Agent, so they should be simplified or adjusted accordingly.

## Best Practices and Tips

* Use ServiceNow Otto for Catalog Builder to generate catalog items optimized for conversational use.
* Limit the number of variables to improve conversational accuracy.
* Mark complex form-based items as non-conversational to avoid AI confusion.
* Provide distinct names, labels, and tooltips to give clear context to the AI.
* Minimize custom variable types and prefer platform-standard service catalog variables.
* Reduce client-side scripting and use regular expressions for validation to simplify interactions.
* Avoid complex dependencies between variables to maintain smooth conversation flows.
* Continuously test and iterate catalog items based on user and AI feedback to optimize performance.

## What to Expect

By following these guidelines, ServiceNow customers can expect improved AI-driven self-service experiences through accurate, context-aware conversational interactions. Optimized catalogs enable ServiceNow Otto to better understand user intent, present appropriate options, and reduce the need for manual escalation, ultimately enhancing efficiency and user satisfaction.  
A well-structured Service Catalog is essential to supporting AI capabilities. As the backbone of many self-service workflows, the catalog enables ServiceNow Otto to interpret user requests accurately, present the right options, and reduce complexity for users.
When catalog items are clearly defined and conversationally enabled, ServiceNow Otto for Virtual Agent can surface them more effectively, which can increase self-service rates and reduce escalations.

However, catalogs that are cluttered, inconsistent, or overly complex make it difficult for AI to parse and respond appropriately. That's why auditing your existing catalog is a critical first step. By identifying which items are
AI-ready and optimizing those that aren't, you confirm that ServiceNow Otto can deliver intelligent, context-aware responses.

## High-level checklist {#sn-ai-impl-srvc-catalog__section_rxv_bgp_zgc}

1. Activate the Catalog Conversational Coverage (sn_catalog_con_cov) plugin
:   This plugin gives you access to the conversational catalog overview dashboard.
:   See: [Install an application or plugin](https://www.servicenow.com/docs/access?context=installing-applications-in-application-manager&version=australia&pubname=australia-platform-administration&ft:locale=en-US)

2. Review your catalog inventory
:   Use the conversational catalog overview dashboard to review all active catalog items. From this list, determine which are most requested and the percentage that are conversational.
:   Why? To focus improvement efforts on the catalog items with the highest impact.
:
    See:

    * [Catalog Conversational Coverage](https://www.servicenow.com/docs/access?context=using-catalog-conversational-experience&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)
    * [Conversational catalog overview dashboard](https://www.servicenow.com/docs/access?context=using-catalog-conversational-experience&version=australia&pubname=australia-servicenow-platform&section=conversational-coverage-overview-dashboard&ft:locale=en-US)
    {#sn-ai-impl-srvc-catalog__ul_jsl_f5p_zgc}

3. Determine which catalogs can be made conversational
:   Identify catalog items with fewer than 15 variables. (Items with more than 15 variables are better suited to be submitted as pop-up links to forms.)
:
    Note:  
    Conversational catalog items require ServiceNow Otto for Virtual Agent. For details, see [ServiceNow Otto for Virtual Agent readiness on the ServiceNow AI Platform](https://www.servicenow.com/docs/YXAWl14oo65J3tndocSXyw "ServiceNow Otto for Virtual Agent has AI-driven capabilities that interpret natural language, guide users through complex tasks, and deliver high-confidence answers without relying on rigid keyword matching or manual configurations.").
:   Why? These are easier to convert and provide early AI improvements.
:   See: [Service catalog variables](https://www.servicenow.com/docs/access?context=c_ServiceCatalogVariables&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)

4. Analyze catalog item metadata
:   Ensure catalog items have clear, user-friendly names, tooltips, metadata, and categories. Using templates can help with this as well.
:   Why? This prevents large language model (LLM) misinterpretation and improves conversational flow.
:
    See:

    * [Service Catalog properties](https://www.servicenow.com/docs/access?context=r_ServiceCatalogProperties&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)
    * [Edit a catalog item in Catalog Builder](https://www.servicenow.com/docs/access?context=edit-cat-item-cat-builder&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)
    * [Create a catalog item using a template](https://www.servicenow.com/docs/access?context=create-item-cat-builder&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)
    {#sn-ai-impl-srvc-catalog__ul_f1f_vzp_zgc}

5. Review advanced configurations
:   Review UI policies, client scripts, and user criteria.
:   Why? User criteria determines who can request an item, but policies and scripts are not processed by Virtual Agent.
:
    See:

    * [Service catalog UI policy](https://www.servicenow.com/docs/access?context=c_ServiceCatalogUIPolicy&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)
    * [Set security for items and categories](https://www.servicenow.com/docs/access?context=c_ServiceCatalogAccessControls&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)
    * [Create a user criteria record in Service Catalog](https://www.servicenow.com/docs/access?context=t_CreateAUserCriteriaRecord&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)
    * [Create a Service Catalog client script](https://www.servicenow.com/docs/access?context=t_CreateACatalogClientScript&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)
    {#sn-ai-impl-srvc-catalog__ul_wcw_cbq_zgc}

## Tips {#sn-ai-impl-srvc-catalog__section_vll_32q_zgc}

* [Use ServiceNow Otto for Catalog Builder to generate catalog items](https://www.servicenow.com/docs/access?context=now-assist-for-catalog-generation&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).
* Limit the number of variables. Fewer variables improve conversational accuracy.
* [For form-based requests, select the Make item non-conversational in VA check box.](https://www.servicenow.com/docs/access?context=using-catalog-conversational-experience&version=australia&pubname=australia-servicenow-platform&section=catalog-item-conv-details-page-overview&ft:locale=en-US)
* Provide clear context for the LLM with distinct names, labels, and tooltips.
* Minimize the use of custom variable types. [Use the service catalog variables included on the platform instead.](https://www.servicenow.com/docs/access?context=r_VariableTypes&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)
* [Limit client-side scripting and use regular expressions for validation.](https://www.servicenow.com/docs/access?context=define-regex-vrble&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)
* Avoid complex dependencies. Simplify variable relationships to ensure a smooth conversation flow.
* Test and iterate: make changes based on feedback.
{#sn-ai-impl-srvc-catalog__ul_znd_l2q_zgc}  
For more information about conversational catalogs in AI, see the following ServiceNow Community articles:

* [Guidance for making catalog items conversational](https://www.servicenow.com/community/intelligence-ml-articles/now-assist-in-conversational-catalog-request-guidance-for-making/ta-p/2987560)
* [How to request catalog items in ServiceNow Otto for Virtual Agent](https://www.servicenow.com/community/virtual-agent-nlu-articles/how-to-request-catalog-items-in-now-assist-in-virtual-agent/ta-p/2747811)
{#sn-ai-impl-srvc-catalog__ul_tbs_fdq_zgc}