Solutions

  • Products
  • Use Cases
  • Industries
  • REPORT
  • Patching paradox
  • Patch work demands attention to protect data as hackers outpace security teams.
  • REPORT
  • Healthcare vulnerability
  • Patch work demands attention to protect data as hackers outpace security teams.

Platform

  • STUDY
  • Forrester: Improve agility
  • Simplify and consolidate your platform to put more focus on revenue growth.

Customers

  • SUCCESS CENTER
  • Your Strategic Resource
  • Discover best practices for every phase of your ServiceNow journey

Explore

  • WHY SERVICENOW
  • Thanks to you.
  • You're why we're #1 on the Forbes World's Most Innovative Companies list.

The takeaway

As you design your world‑class service catalog, remember these things:

  • Service catalog design is not a project but an ongoing process that requires experts from across the organization to work together to create a superior customer experience and efficient provisioning.
  • The catalog structure is critical to creating a good customer experience. Aim for no more than six to ten top‑level categories based on how customers think of their needs, and have no more than three levels of hierarchy to get to a catalog item.
  • A golden rule for workflow management is to have a minimal number of standard workflows that you can reuse for different catalog items. Aim for three standard workflows: small, medium, and large.
  • For catalog maintenance, you need a process for making minor updates to the catalog items, and one for making major overhauls to the catalog, to keep it aligned to your measures of success.

Tools and resources

Explore additional phases

Plan

You want to be sure everything is in place for a smooth, successful deployment.

Deploy

You want to be sure you’re following best practices during implementation.

Optimize

You’re up and running and want to get the most from your investment.

Extend

You’re ready to extend ServiceNow into other areas of your enterprise.

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