Catalog Item Standards scope and examples

  • Release version: Australia
  • Updated July 7, 2026
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    Summary of Catalog Item Standards scope and examples

    This reference outlines best practices specifically for generating catalog items using the Now Assist conversational catalog item builder in ServiceNow. It clarifies which practices fall within the scope of automated catalog generation and which do not, ensuring users understand how best practices are applied during catalog item creation.

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    In-scope Best Practices

    Now Assist honors best practices that are directly related to properties a user can create within the catalog builder. Key examples include:

    • Including help text for all mandatory fields: Help text assists requesters by clarifying expectations and reducing errors.
    • Avoiding radio button questions with more than 10-15 choices: For large option sets, drop-down menus are recommended to save screen space and improve usability.
    • Using clear, jargon-free question labels: Plain-language labels enhance understanding for all requesters by avoiding technical terms and abbreviations.

    Out-of-scope Best Practices

    Best practices that depend on information not accessible to the language model (LLM), such as role-based security or system configuration, are not applied by Now Assist. Examples include:

    • Restricting creation of certain question types based on user roles: Role-specific restrictions like preventing Catalog Builder Editors from creating lookup multiple-choice questions are outside the LLM’s scope.
    • Adding reference qualifiers for large lookup question sets: Filtering lookup options for large datasets requires system knowledge beyond catalog item properties.

    Rules for Applying Best Practices

    • Only best practices documented in plain text within the published Catalog Best Practices article are honored.
    • Formatted content such as images or special markup is ignored.
    • If a catalog item deviates from a best practice, Now Assist creates the item but prompts the user about the deviation.
    • The language model references only the latest published version of the best practices; draft versions are excluded.

    Practical Implications for ServiceNow Customers

    ServiceNow customers leveraging Now Assist for catalog item creation can expect automated enforcement of key usability best practices that improve requester experience and reduce errors. However, they should manage role-based and security-related restrictions separately, as these are outside the conversational catalog builder’s automated scope. Customers benefit from clear guidance on deviations, ensuring transparency during catalog creation.

    This reference describes the in-scope best practices that can be used for catalog item generation. It provides examples of in-scope and out-of-scope best practices and documents the rules for how best practices are applied.

    Scope of best practices

    Best practices are honored only when they are within the scope of catalog generation capabilities. This means best practices apply only to what a user can create using the Now Assist conversational catalog item builder.

    The following are examples of best practices that are within the scope of catalog generation and are honored by Now Assist.
    Table 1. In-scope best practices examples
    Intent Best practices
    Include help text for all mandatory fields

    If a mandatory question does not have help text, highlight this as help text guides requesters on what is expected, reducing confusion and errors.
    Avoid radio button questions with more than 20 choices If a radio button (single choice) question has more than 10 to 15 choices, highlight this as a drop-down is cleaner for larger option sets and takes up less screen space.
    Use clear question labels and avoid technical jargon If a question label uses technical jargon, abbreviations, or acronyms that a typical requester may not understand, highlight this as plain-language labels are easier for everyone.

    Out-of-scope best practices examples

    Best practices that require information not directly available to the LLM aren't applied. This includes:
    • Security or access rules
    • Role-based restrictions on catalog builders
    The following are examples of best practices that are outside the scope of catalog generation and aren't honored by Now Assist.
    Table 2. Out-of-scope best practices examples
    Intent Best practices
    Restrict lookup multiple-choice questions based on Catalog Builder Editor role If the creator's role is Catalog Builder Editor, they must not be able to create a lookup multiple-choice question type. This restriction depends on role-based security rules not directly available to the LLM.
    Add reference qualifiers for lookup questions with more than 1,000 choices

    If a lookup question has more than 1,000 choices, add a reference qualifier to filter the options. This may require system configuration knowledge beyond catalog item properties.

    Rules for best practice application

    The following rules define how Now Assist applies best practices:
    • Plain text requirement: Now Assist honors only best practices written in plain text in the article. Formatted text, images, and special markup are ignored.
    • Deviation: If there is a deviation, a catalog item is created, and then the user is prompted about the deviation.
    • Published version only: The LLM uses only the latest published version of the Catalog Best Practices article. Draft isn’t considered.