How To Create A Service Catalog In Servicenow?

How to Create a Service Catalog in ServiceNow

ServiceNow is a cloud-based platform that provides a single view of IT operations. It can be used to manage everything from incident tickets to service requests. One of the most important features of ServiceNow is the service catalog, which allows users to find and request services from a central location.

Creating a service catalog in ServiceNow is a relatively simple process. In this article, we will walk you through the steps involved. We will also provide tips on how to make your service catalog as effective as possible.

By the end of this article, you will have a good understanding of how to create a service catalog in ServiceNow. You will also be able to use your new service catalog to improve the efficiency and effectiveness of your IT operations.

Step Instructions Screenshot
1 Go to **Administration > Service Catalog > Catalogs**. Create a catalog screenshot
2 Click **Create Catalog**. Create a catalog button screenshot
3 Enter a name for the catalog and click **Create**. Create a catalog name screenshot
4 Click **Add Item** to add a service to the catalog. Add an item screenshot
5 Select a service from the list and click **Add**. Add an item select screenshot
6 The service will be added to the catalog. Add an item success screenshot

A service catalog is a centralized repository of information about IT services. It provides a single point of reference for users to find information about the services they need, including the service’s purpose, who provides it, how to request it, and the costs associated with it.

Service catalogs can be used to improve service delivery by making it easier for users to find and understand the services they need. They can also help to improve efficiency by reducing the time it takes to request and provision services.

This guide will show you how to create a service catalog in ServiceNow. We will cover the steps involved in gathering requirements, designing the service catalog, and implementing it.

Step 1: Gather Requirements

The first step in creating a service catalog is to gather requirements. This involves identifying the business needs for the service catalog, defining the scope of the service catalog, determining the target audience for the service catalog, and gathering information about the existing IT services.

Identify the business needs for the service catalog

The first step is to identify the business needs for the service catalog. This will help you to determine what information should be included in the service catalog and how it should be organized.

Some of the business needs that you may want to consider include:

  • The need to improve service delivery
  • The need to reduce the time it takes to request and provision services
  • The need to improve communication between IT and the business
  • The need to reduce costs

Define the scope of the service catalog

Once you have identified the business needs for the service catalog, you need to define the scope of the service catalog. This will help you to determine what services should be included in the service catalog and what services should be excluded.

Some of the factors that you may want to consider when defining the scope of the service catalog include:

  • The size of your organization
  • The complexity of your IT environment
  • The needs of your users

Determine the target audience for the service catalog

The next step is to determine the target audience for the service catalog. This will help you to determine how the service catalog should be presented and what information should be included.

Some of the factors that you may want to consider when determining the target audience for the service catalog include:

  • The technical skills of your users
  • The needs of your users
  • The level of access that your users have to IT resources

Gather information about the existing IT services

The final step in the requirements gathering process is to gather information about the existing IT services. This will help you to identify the services that should be included in the service catalog and to determine how they should be organized.

Some of the information that you may want to gather about the existing IT services includes:

  • The name of the service
  • The purpose of the service
  • Who provides the service
  • How to request the service
  • The costs associated with the service

Step 2: Design the Service Catalog

Once you have gathered the requirements, you can begin to design the service catalog. This involves creating a high-level design of the service catalog, developing a detailed plan for implementing the service catalog, determining the best way to organize the service catalog, and creating a taxonomy for the service catalog.

Create a high-level design of the service catalog

The first step in designing the service catalog is to create a high-level design. This will help you to visualize the overall structure of the service catalog and to identify the key components.

Some of the key components of a service catalog include:

  • A list of services
  • A description of each service
  • A list of the service providers
  • A list of the service costs
  • A list of the service request forms

Develop a detailed plan for implementing the service catalog

The next step is to develop a detailed plan for implementing the service catalog. This plan should include the following:

  • A timeline for implementation
  • A budget for implementation
  • A list of resources that will be needed
  • A list of tasks that need to be completed

Determine the best way to organize the service catalog

The next step is to determine the best way to organize the service catalog. This will depend on the size of your organization, the complexity of your IT environment, and the needs of your users.

Some of the different ways to organize a service catalog include:

  • By service type
  • By service provider
  • By business unit
  • By customer

Create a taxonomy for the service catalog

The final step in designing the service catalog is to create a taxonomy for the service catalog. This will help users to find the services they need by providing a structured way to organize the information.

A taxonomy is a hierarchical classification system that organizes

Step 3: Implement the Service Catalog

Once you have designed and developed your service catalog, it’s time to implement it in ServiceNow. This involves creating the service catalog in ServiceNow, importing the data into the service catalog, configuring the service catalog, and testing the service catalog.

**Create the service catalog in ServiceNow**

To create the service catalog in ServiceNow, you will need to create a new catalog item type. This can be done by following these steps:

1. Go to **System > Catalog > Catalog Item Types**.
2. Click **Create**.
3. Enter a name for the catalog item type.
4. Select the **Service Catalog** category.
5. Click **Save**.

Once you have created the catalog item type, you can start adding services to the service catalog.

**Import the data into the service catalog**

You can import the data into the service catalog from a CSV file. To do this, follow these steps:

1. Go to **System > Catalog > Import**.
2. Click Choose File and select the CSV file that contains the data for the service catalog.
3. Click Import.

The data from the CSV file will be imported into the service catalog.

Configure the service catalog

You can configure the service catalog by setting the following properties:

  • Name: The name of the service catalog.
  • Description: A description of the service catalog.
  • Visibility: The visibility of the service catalog.
  • Published: Whether the service catalog is published or not.
  • Approval Required: Whether approval is required to create a service request from the service catalog.

You can also configure the following settings for each service in the service catalog:

  • Name: The name of the service.
  • Description: A description of the service.
  • Category: The category of the service.
  • Subcategory: The subcategory of the service.
  • SLA: The service level agreement for the service.
  • Cost: The cost of the service.
  • Requestor: The person who can request the service.
  • Approver: The person who can approve the service request.

Test the service catalog

Once you have configured the service catalog, you should test it to make sure that it is working properly. To do this, you can create a service request from the service catalog and see how it is processed.

Step 4: Manage the Service Catalog

Once you have implemented the service catalog, you need to manage it on an ongoing basis. This involves promoting the service catalog to users, monitoring the usage of the service catalog, updating the service catalog regularly, and optimizing the service catalog.

Promote the service catalog to users

The first step in managing the service catalog is to promote it to users. This can be done by sending out emails, creating awareness articles, and adding links to the service catalog in the intranet.

Monitor the usage of the service catalog

It is important to monitor the usage of the service catalog so that you can identify any problems and make improvements. You can monitor the usage of the service catalog by using the following reports:

  • Service Catalog Usage Report: This report shows the number of service requests that have been created from the service catalog.
  • Service Catalog Success Rate Report: This report shows the percentage of service requests that have been successfully completed.
  • Service Catalog Satisfaction Rating Report: This report shows the average satisfaction rating of service requests that have been created from the service catalog.

Update the service catalog regularly

The service catalog should be updated regularly to keep it up-to-date with the latest information. You can update the service catalog by adding new services, removing old services, and updating the information for existing services.

Optimize the service catalog

The service catalog should be optimized to make it as easy as possible for users to find the services that they need. You can optimize the service catalog by organizing the services into categories and subcategories, using keywords in the service descriptions, and providing clear and concise information about the services.

A service catalog is a valuable tool for managing IT services. It can help you to improve the efficiency of your IT service delivery, reduce the cost of your IT services, and improve the satisfaction of your users. By following the steps in this guide, you can create a service catalog that meets the needs of your organization.

How do I create a service catalog in ServiceNow?

To create a service catalog in ServiceNow, follow these steps:

1. Go to **Systems > Service Catalog**.
2. Click Create.
3. Enter a name for the service catalog.
4. (Optional) Enter a description for the service catalog.
5. Click Create.

The new service catalog will be created and you will be able to add services to it.

What are the benefits of using a service catalog in ServiceNow?

There are many benefits to using a service catalog in ServiceNow, including:

  • Improved service visibility: A service catalog provides a central location where users can find information about all of the services that are available to them. This makes it easier for users to find the services that they need and to understand how to use them.
  • Improved service efficiency: A service catalog can help to improve service efficiency by providing a single point of contact for users to request services. This can reduce the amount of time that users spend trying to find the right person to contact and can help to ensure that requests are processed quickly and efficiently.
  • Improved service quality: A service catalog can help to improve service quality by providing a mechanism for users to provide feedback on the services that they receive. This feedback can be used to identify areas where services can be improved and to make changes that will improve the overall quality of service.

What are the different types of services that can be included in a service catalog?

The types of services that can be included in a service catalog vary depending on the organization. However, some common types of services that are included in service catalogs include:

  • IT services: Examples of IT services that can be included in a service catalog include software installation, hardware repair, and network support.
  • HR services: Examples of HR services that can be included in a service catalog include employee onboarding, benefits administration, and payroll processing.
  • Finance services: Examples of finance services that can be included in a service catalog include expense reporting, invoice processing, and account reconciliation.
  • Customer service: Examples of customer service that can be included in a service catalog include order tracking, returns processing, and complaint resolution.

How do I add services to a service catalog in ServiceNow?

To add a service to a service catalog in ServiceNow, follow these steps:

1. Go to **Systems > Service Catalog**.
2. Click Services.
3. Click Create.
4. Enter a name for the service.
5. (Optional) Enter a description for the service.
6. Select the type of service.
7. (Optional) Enter the cost of the service.
8. (Optional) Enter the SLA for the service.
9. Click Create.

The new service will be added to the service catalog and users will be able to request the service.

How do I manage services in a service catalog in ServiceNow?

To manage services in a service catalog in ServiceNow, follow these steps:

1. Go to **Systems > Service Catalog**.
2. Click Services.
3. Click the name of the service that you want to manage.
4. You can now view and edit the details of the service, including the name, description, type, cost, SLA, and so on.
5. You can also view and manage the requests for the service.
6. You can delete the service if you no longer need it.

How do I create a request for a service in a service catalog in ServiceNow?

To create a request for a service in a service catalog in ServiceNow, follow these steps:

1. Go to **Systems > Service Catalog**.
2. Click Requests.
3. Click Create.
4. Select the service that you want to request.
5. Enter the details of your request, such as the description of the problem, the urgency of the request, and the contact information.
6. Click Create.

Your request will be created and a ticket will be opened in the ServiceNow system. You will be able to track the progress of your request in the ServiceNow system.

How do I view the status of my service request in a service catalog in ServiceNow?

To view the status of your service request in a service catalog in ServiceNow, follow these steps:

1. Go to **Systems > Service Catalog**.
2. Click Requests.
3. Click the name of your service request.

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