Service Catalog

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Service Catalog Release version: Zurich

    The ServiceNow® Service Catalog application allows you to create and manage service catalogs that offer customers self-service opportunities. It enables customization of portals where customers can request various catalog items, including services and products. The application helps standardize request fulfillment processes to ensure accuracy and availability of catalog items.

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    Key Features

    • Catalog Customization: Customize portals for customer requests and manage catalogs with service and product offerings.
    • Catalog Builder: Use a visual, guided experience to create or edit catalog items, enabling delegation of catalog maintenance.
    • Service Catalog Wizards: Create multi-step, wizard-like experiences to guide users through complex or extensive input requirements with contextual help.
    • Integration: Integrate Service Catalog with other ServiceNow applications such as Employee Center, Service Portal, Now Mobile, and Virtual Agent for a seamless user experience.
    • Now Assist: Utilize generative AI in Catalog Builder to create catalog items via text input, and offer conversational catalog request submission through Virtual Agent.
    • Debugging and Troubleshooting: Diagnose user criteria, UI customizations, catalog item variable actions, and performance to ensure optimal catalog operation.
    • Security and Configuration: Configure setup, categories, scoping, request fulfillment, and security settings with the Catalog Administrator role.

    Practical Benefits for ServiceNow Customers

    • Enable self-service portals that improve customer experience and reduce support overhead.
    • Standardize fulfillment processes to maintain consistency and reliability of catalog items.
    • Leverage AI-powered tools to simplify catalog item creation and enhance user engagement through conversational interfaces.
    • Integrate with complementary ServiceNow products to provide a unified service experience.
    • Maintain control over catalog content and security with comprehensive configuration and debugging tools.

    Use the ServiceNow® Service Catalog application to create service catalogs that provide your customers with self-service opportunities. Customize portals where your customers can request catalog items such as service and product offerings. You can also standardize request fulfillment to ensure the accuracy and availability of the items in the catalogs.

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