---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Catalog tab

# Catalog tab {#ariaid-title1}

Release version: Australia  
Updated September 29, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Catalog tab

The Catalog tab provides ServiceNow customers with detailed insights into how the L1 IT Service Desk AI Specialist interacts with catalog items during incident management.
It tracks the AI specialist's activity in drafting, submitting, and handling catalog requests, highlighting where employees engage or disengage.
This allows organizations to evaluate the AI specialist's autonomous capabilities and identify areas requiring human intervention.
Show full answer Show less  

## Key Features

* **Catalog Coverage:** Measures the portion of incident volume managed via catalog items by the AI specialist, including total closed incidents with drafted requests and the number of unique catalog items used.
* **Catalog Requests Summary:** Shows counts of drafted catalog requests, distinguishing between those submitted automatically by the AI specialist and those completed and submitted by employees after review.
* **Catalog Request Completion Outcomes:** Breaks down the final status of drafted requests, including:
  * **Zero touch drafts:** Requests fully auto-submitted by the AI specialist without employee involvement.
  * **Drafts with incomplete variables:** Drafts requiring employee input due to missing mandatory data.
  * **Abandoned drafts:** Drafts never submitted by employees.
  * **Cancelled requests:** Submitted requests later cancelled or marked as Closed Incomplete.
  * **Reassigned incidents:** Incidents escalated to human service desk agents when AI submission failed or no employee response was received.
* **Catalog Item List:** A detailed, paginated table showing each catalog item's usage metrics, including how often drafts were created, submitted (by AI or requester), abandonment rates, and cancellation rates. Selecting an item opens its record for further review.
* **Interactive Filtering:** All cards, charts, and tables respond dynamically to selected date ranges and AI specialist filters, ensuring relevant data views. If no data matches the selection, a clear message is displayed.

## What This Enables You to Do

* Monitor the AI specialist's effectiveness in autonomously handling catalog requests and identify which items are fully automated versus those needing human assistance.
* Track employee engagement with AI-drafted requests to understand where drafts are abandoned or require completion.
* Identify catalog items with high abandonment or cancellation rates to improve process efficiency and user experience.
* Gain visibility into incidents escalated to human agents, helping optimize AI workflows and reduce manual interventions.
* Access detailed metrics and item-level data to support continuous improvement of AI-driven service desk operations.  
See which catalog items the L1 IT Service Desk AI Specialist drafts requests from, how many of those requests get submitted, and where drafts are abandoned, cancelled, or reassigned to a human agent.

## Track how the AI specialist uses catalog items {#catalog-tab-l1-sd-ai-spec__catalog-tab-tracking}

Track which catalog items the AI specialist matched in autonomous mode, how many requests it drafted and submitted,
and where employees abandoned the drafts. Use this information to identify which items the AI specialist completes without a human in the loop and which ones it doesn't.{#catalog-tab-l1-sd-ai-spec__catalog-tab-tracking-para-1}

Every card, chart, and table on the tab responds to the date range and AI specialist that you select on the dashboard. If no data matches your selection,
a section shows a message that no data is available.{#catalog-tab-l1-sd-ai-spec__catalog-tab-tracking-para-2}

## Catalog coverage {#catalog-tab-l1-sd-ai-spec__catalog-coverage}

See how much incident volume the AI specialist covered through catalog items, and how many unique items it used.{#catalog-tab-l1-sd-ai-spec__catalog-coverage-para-1}

* Incidents with drafted catalog requests: Closed incidents in the selected period where the AI specialist drafted at least one catalog request, compared to all incidents closed in that period. An incident is counted one time, even if it has more than one draft, and whether or not the drafts were submitted. The card also shows a target value.
* Catalog items used: Number of different catalog items the AI specialist drafted requests from in the selected period. Each item is counted one time, no matter how many times it was used.
{#catalog-tab-l1-sd-ai-spec__catalog-coverage-list}

## Catalog requests summary {#catalog-tab-l1-sd-ai-spec__catalog-requests-summary}

See how many catalog requests the AI specialist drafted, and how many of those were submitted.{#catalog-tab-l1-sd-ai-spec__catalog-requests-summary-para-1}

* Requests drafted: Catalog requests that the AI specialist drafted. A draft holds the matched catalog item and the values that the AI specialist filled in. If all mandatory variables are filled, the AI specialist submits the draft. If any are missing, the draft waits for the employee to complete and submit it.
* Requests submitted: Drafts that were submitted and became request records. The chart splits them by who submitted them: By AI specialist, when the AI specialist submitted the draft without the employee having to act, and By Requester, when the employee reviewed, completed, and submitted the draft.
{#catalog-tab-l1-sd-ai-spec__catalog-requests-summary-list}

## Catalog request completion outcomes {#catalog-tab-l1-sd-ai-spec__catalog-request-completion-outcomes}

See where the AI specialist auto-filled and submitted requests, where it could not finish
collecting variables, where employees backed out, and where the incident was reassigned.{#catalog-tab-l1-sd-ai-spec__catalog-request-completion-outcomes-para-1}

* Zero touch drafts: Drafted requests where the AI specialist filled every mandatory variable and submitted the request automatically, so no exchange with the employee was needed.
* Drafts with incomplete variables: Drafts sent to the employee for completion because the AI specialist could not source one or more mandatory variables.
* Abandoned in drafts: Requests that the AI specialist drafted but the employee never submitted, so no request record was created.
* Cancelled after submit: Submitted requests that were later cancelled or set to Closed Incomplete. For more information about when requests are cancelled, see [Request cancellation workflow](https://www.servicenow.com/docs/3XphswTzWkSvsUq3kNu1IQ "When an incident is escalated to a human agent, the L1 IT Service Desk AI Specialist automatically cancels any catalog request it created for that incident, to prevent unnecessary fulfillment work.").
* Reassigned to SDA: Incidents reassigned to a human service desk agent (SDA) because the employee didn't respond or the AI specialist failed repeatedly to submit the request.
{#catalog-tab-l1-sd-ai-spec__catalog-request-completion-outcomes-list}

## Catalog item list {#catalog-tab-l1-sd-ai-spec__catalog-item-list}

Track all catalog items available to the AI specialist and how often it drafted a catalog request after retrieving
each item. The table is paginated. Selecting a catalog item link opens that item's record in a new browser tab.{#catalog-tab-l1-sd-ai-spec__catalog-item-list-para-1}

For each catalog item, the table shows the following columns:{#catalog-tab-l1-sd-ai-spec__catalog-item-list-para-2}

* Catalog item: Name of the catalog item.
* Class: Class of the catalog item.
* Drafted: Number of requests that the AI specialist drafted from the item.
* Submitted: Number of those drafts that were submitted.
* AI specialist submitted: Number of submitted requests that the AI specialist submitted.
* Requester submitted: Number of submitted requests that the employee submitted.
* Abandonment rate: Percentage of drafts for the item that the employee never submitted.
* Cancellation rate: Percentage of submitted requests for the item that were later cancelled or set to Closed Incomplete.
{#catalog-tab-l1-sd-ai-spec__catalog-item-list-columns}