Chapter 11 - Service Catalog Overview

Question 1

What is a service catalog?

Answer 1

-Service catalog provides products/services to employees, customers and suppliers
It is usually categorized (i.e. Hardware, computers, laptops) so it’ll guide users to their desired category.

Question 2

Walkthrough of an example (e.g. Look for a sales laptop)

Answer 2

-For end users, service catalog is just kind of similar to an ecommerce site that breaks down your search via specific categories.
-For admins > Search ‘Service Catalog’ > Select ‘Maintain Items’ > Search for ‘*laptop’ to filter down the ServiceNow table > Select the correct record.
Note: The category of information can be found in different tabs.

-The fulfillment process defines what happens when someone orders an item or requests a service from a catalog.
-Service catalog (simplified version of a full Incident form):
-Search up ‘incident’ > Select ‘Create New’ in the navigation bar > You see the full form
-For service catalog, it’s just like our ‘self-service portal’ options in Bvc.
-Service catalogs are called ‘Record Producers’ because they basically just add a new record to an existing table in ServiceNow.
-Search up ‘Record Producers’ > Select it > You’ll see a table full of submitted self-service tickets.

Question 3

What are the 4 roles related to service catalog?

Answer 3

Administrator:
-Manages all aspects of the Service Catalog application, including catalogs, categories, catalog items and advanced functions; such as scripting or creating business rules.

Catalog Administrator:
-Can manage all aspects of the Service Catalog applications, except for scripting functions.

Catalog Manager:
-Can edit/update their assigned catalogs, including its categories and catalog items.
They may also assign catalog editors and assign the catalog to a different manager.

Catalog Editor:
-Can perform the same functions as a catalog manager for their assigned catalogs, including assigning editors to the catalog, but they can’t reassign the catalog manager.

Question 4

What is the catalog builder?

Answer 4

-Allows you to create/edit catalog items in ServiceNow.
-You can specify values or restrictions for items created using the template
Ex. Restrictions to catalogs, categories, variable types and portal settings
-You can create a catalog item and item templates
-View the available catalog items and item templates
-View catalog items that are recently updated
-View the configured content that describes the catalog building process in your organization