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A woman working Service Catalog design at a whiteboard

Service Catalog design

Why this is important

Improving your customers’ experience and your provisioning processes is often top of mind, so we created step-by-step guidance to help you build a spectacular service catalog design, governance, and maintenance process. You can streamline workflows, create a better customer experience, and build a robust—and flexible—catalog structure.

Steps covered

1. Plan for the catalog design process
2. Create the top-level catalog structure
3. Simplify and standardize fulfillment workflows
4. Define the catalog design maintenance process

Key takeaways

The most important things to know

  • Creating a world-class service catalog—one that continuously optimizes customer experience and provisioning efficiency—is not a one-time effort. Changing customer and business needs means that even the best service catalogs need to be frequently redesigned or updated, which can be costly and time consuming.
  • You must have a design, governance, and maintenance process that focuses on ongoing customer needs assessment, flexibility so you can make on-demand changes to the services you offer, and proactive performance improvement so you can improve value for cost.

The payoff of getting this right
A world-class service catalog design process should improve both customer experience and the efficiency of your provisioning processes.

What you need to get started

LEADERSHIP SUPPORT
An executive sponsor as part of your service catalog design team

When you should start this activity

Start this process as you implement your service catalog or as you approach the next round of changes to your service catalog.

More resources to check out

Success Playbook

Design a world-class service catalog

Learn how to design a catalog that improves customer experience and provisioning efficiency.

Success Quick Answer

What should I consider when configuring Service Catalog?

Learn about our best practices for configuring ServiceNow Service Catalog.

Success Playbook

Improve self-service with ServiceNow

Learn how to create effective self-service channels and improve consumer adoption.