Service offering to catalog item relationships

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Service Offering to Catalog Item Relationships

    This feature enables ServiceNow customers to manage relationships between service offerings and catalog items by associating existing catalog items with service offerings, and vice versa. Customers can view these relationships in both the ServiceNow AI Platform form related lists and Service Owner Workspace. Note that Service Owner Workspace is planned for deprecation, and new customers cannot activate it, although existing customers will continue to receive support.

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    Key Features

    • Role Management: Service owners and catalog administration managers can edit forms to manage associations between service offerings and catalog items. The serviceeditor role allows for adding, changing, and removing catalog items linked to a service offering.
    • Single Association Rule: A service offering can have multiple related catalog items, but each catalog item can only be linked to one service offering at a time. If a catalog item is currently associated with a service offering, it must be disassociated before linking to a new offering.
    • Activity Metrics: Monitor fulfilled requests for associated catalog items through the Trends tab in Service Owner Workspace, which provides a 30-day average count for each item.
    • Operational Requirements: Catalog items can only be associated when both the catalog item and the service offering are active. Inactive catalog items may still be associated with operational service offerings.

    Key Outcomes

    By effectively managing associations between service offerings and catalog items, customers can streamline service delivery and improve visibility into service performance metrics. This functionality supports operational efficiency and enhances the user experience by ensuring that catalog items are relevant to the associated service offerings.

    Manage the relationships between your service offerings and catalog items by associating your pre-existing catalog items to your service offerings and vice versa. View relationships in both ServiceNow AI Platform form related lists and Service Owner Workspace.

    Important:
    As of the San Diego release, Service Owner Workspace is in a planned deprecation. New customers can't find or activate Service Owner Workspace. ServiceNow® continues to support existing customers with Service Owner Workspace. For information on the product replacement and the deprecation process, see Service Owner Workspace. For information about this topic, see Subscribe users to a service offering in Service Portfolio Management.

    Required roles and actions

    Service owners and catalog administration managers can edit relevant forms to associate and manage pre-existing service offering to catalog item relationships. This feature is in addition to the Create Catalog Item feature that enables you to create a new catalog item.

    With the service_editor role, you can add, change, and remove catalog items associated with an owned service offering via the Service Offering form Catalog Item related list. You can also create a catalog item from a service offering via Service Owner Workspace by clicking the Create Catalog Item link. A single service offering may have many related catalog items. Click the Link button in the Catalog Item related list to make a change.
    Note:
    If a catalog item is already associated with a service offering, you cannot associate the item to a new offering. You will have to contact a catalog_admin to remove the existing association so that you can make changes.

    With the catalog_admin role, you can add, change, and remove service offerings associated with a catalog item via the Catalog Item form Service Offerings related list. A single catalog item can be related to one service offering.

    Click the Link button in the related list to make a change. You can remove the association if needed with the related list Delete button.
    Note:
    If a service offering is already associated to a catalog item, the Link button does not appear in the related list. For details about viewing and editing Catalog Items, refer to Create or edit a catalog item.

    Catalog items in Service Owner Workspace

    View catalog items related to a service offering in Service Owner Workspace from the offering page Catalog Items tab. Click to open a catalog item to drill down into more details and even open up the form view.

    Monitor fulfilled requests for all associated catalog items and order guides in the offering Trend tab Activity metric.

    Hover over the Trends tab Activity metric to view both the catalog item name and the 30 day average running count.

    When you click the trend line for an individual catalog item, only Requested Items for that catalog item and the offering are visible on the list view of the report viewer.

    Things to keep in mind

    • Avoid model phase conflicts between offerings and catalog items.
      • Catalog items can only be associated to service offerings in the Catalog phase.
      • The service offering must be operational for catalog items to be active.
      • Inactive catalog items can be associated to operational service offerings.
    • Order guides are not referenced as associated items.

      In Service Owner Workspace, Activity metrics are driven by catalog items that compose an order guide.