Creating a catalog item conversationally using ServiceNow Otto

  • Release version: Zurich
  • Updated March 12, 2026
  • 1 minute to read

    • Create a catalog item conversationally using ServiceNow Otto and make the item available in Service Catalog for catalog item requests. You can also define dynamic behavior for your catalog item and apply auto-populate settings.

    Before you begin

    Role required: catalog_builder_editor

    Procedure

    1. Navigate to All > Service Catalog > Catalog Builder.
    2. Select the Dashboard tab and select Create a new catalog item.
      Note:
      If you have a catalog_builder_developer role, you can select Build from scratch.
    3. Review the steps involved in the creation process and select Continue.
    4. Select a template from the list and select Use this item template.
      Note:
      If you chose Build from scratch, you don't get this step.
    5. Select Build with AI.
    6. Select Build.
    7. In the ServiceNow Otto chat, describe the catalog item you want.
    8. Review the item’s preview, and if you want changes, describe the changes in chat.
    9. View the preview of the item, and when you get what you want, select Continue to the next step.

      If you want to preview your catalog item in portal or mobile, select Preview.

    10. If you want ServiceNow Otto to generate your catalog item again, select Edit with AI.

      You’re redirected to the ServiceNow Otto chat, where you can describe your changes to get the desired catalog item.

    11. After you’ve all the details in your catalog item, submit it.