(STAGE) How to Create a Service Catalog in ServiceNow Using Catalog Builder: A Beginner’s Guide

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For organizations using ServiceNow, a well-organized Service Catalog is crucial. It provides a central hub for users to access, request, and manage services efficiently. Catalog Builder is ServiceNow’s user-friendly tool designed to help create and manage catalog items with ease, making it accessible to those new to the platform. This guide will walk you through creating a Service Catalog in ServiceNow using Catalog Builder, specifically tailored for beginners.

What is ServiceNow Catalog Builder?

Catalog Builder is a streamlined interface in ServiceNow that guides users through creating and updating catalog items without needing advanced technical skills. By simplifying the process, Catalog Builder allows non-technical users to design and publish services with ease, making it ideal for beginners.

Step-by-Step Guide to Creating a Service Catalog in ServiceNow

Step 1: Access Catalog Builder

1. Log into ServiceNow with the necessary permissions.
2. In the navigation bar, type Catalog Builder and select it to access the tool.
3. This will open the Catalog Builder interface, where you can begin building catalog items.

Step 2: Select a Catalog and Category

1. Choose the Service Catalog where the item will appear. Most organizations have one central catalog (e.g., "Service Catalog"), but your instance might have multiple catalogs depending on departmental needs.
2. Select a Category for the item, which helps users locate it easily. Categories may include IT Services, Human Resources, Facilities, etc.

Step 3: Create a New Catalog Item

1. In Catalog Builder, click “Create New Item” to start a new service item.
2. Enter a Name for the catalog item that reflects the service offered, like "Request New Laptop" or "Password Reset."
3. Add a Description that explains what the service includes. Clear descriptions help users understand what they’re requesting.

Step 4: Define Item Details

With the basic information entered, add the following details:

1. Short Description: A quick summary that appears in the catalog.
2. Price and Delivery Time (optional): If relevant, indicate the cost and estimated delivery time.
3. Workflow: Select a workflow if the request involves multiple steps, such as approvals or fulfillment.
4. Approval Requirements: Specify if approvals are needed. For example, "New Equipment Request" might require manager approval.

Step 5: Add Variables for User Input

Variables help gather the necessary information from users, such as device type or delivery location. Here’s how to add variables:

1. Navigate to the Variables tab and click Add Variable.
2. Choose the appropriate variable type, such as:
   • Text: For users to enter short or detailed information.
   • Select Box: For drop-down choices.
   • Checkbox: For simple yes/no selections.
3. Define each variable with a name, prompt, and any additional options. For instance, a “Device Model” variable might list options like “MacBook Pro,” “Dell Latitude,” etc.
4. Arrange the variables in a logical order to make the form easy to complete.

Step 6: Provide User Instructions and SLA Information

Offering guidance helps users navigate the request process smoothly:

1. Instructions for Requesters: Use this space to guide users on how to complete the form and what to expect.
2. Service-Level Agreement (SLA) Details: If relevant, add information about response or resolution times to set user expectations.

Step 7: Review and Publish the Catalog Item

1. Preview your item to check for accuracy and clarity.
2. When ready, click “Publish” to make the item live in the catalog. It will now be visible and accessible to users based on their permissions.

Step 8: Test the Catalog Item

Testing ensures that the catalog item functions as intended:

1. Go to the Service Catalog (under “Self-Service”).
2. Locate and request the item to verify that all steps work smoothly.
3. Check that variables display correctly, approvals trigger as needed, and the fulfillment process functions as expected.

Additional Tips

1. Use Templates for Common Items: ServiceNow provides templates for frequently requested items, speeding up creation.
2. Set Access Controls: Limit visibility by setting permissions, ensuring that only relevant users see specific catalog items.
3. Gather Feedback: Once items are live, review user feedback and adjust as necessary for clarity and usability.

 

Call to Action

Creating a Service Catalog in ServiceNow with Catalog Builder is straightforward, and following these steps can help you design a user-friendly, efficient catalog. For a visual, hands-on walkthrough of these steps, check out my YouTube video where I cover Catalog Builder essentials and additional tips. [Watch the video here] to see the process in action and enhance your ServiceNow skills!