Service Catalog in Service Portal
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Summary of Service Catalog in Service Portal
Service Portal offers an enhanced way to configure and present the Service Catalog, enabling your customers to request services and products through a customizable portal experience. The portal uses Service Catalog widgets to build and manage catalog items efficiently.
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Existing Service Portal users are encouraged to migrate to the Employee Center for an improved user experience.
Key Features
- Catalog Landing Page: Provides a comprehensive interface to access catalog items, requests, approvals, popular and recent items, and saved bundles. It is available by default for zBoot users; upgrade users must activate the Service Portal - Service Catalog v2 plugin.
- Search Functionality: Enables searching catalog items across configured catalogs and categories with filters showing primary category and catalog.
- Browse by Categories: Allows navigation through catalog categories and their items directly within the portal.
- Requests and Approvals Widget: Displays user-specific lists of requests and approvals, leveraging configurations from the My Request Filter module.
- My Saved Bundles Widget: Shows saved bundles for the user with options to edit or replace shopping cart contents.
- My Recent Items Widget: Displays recently viewed or requested items, configurable to show either type. The widget hides when no data exists.
- Popular Items Widget: Highlights the most frequently ordered catalog items organization-wide based on the Top Requests dynamic category, and is hidden when empty.
- Order Status Page: Incorporates a stage renderer showing the current request stage in a collapsible view with dynamic page titles for clarity.
- Catalog Management: Access and manage catalog categories, items, order guides, and request items or order guides directly within the portal.
- Shopping Cart and Wish List: Users can add catalog items, record producers, or order guides to a wish list for later review or add to a shopping cart for consolidated checkout.
- Standardized Ticket Pages: Configurable ticket pages for requested items maintain a consistent layout to enhance user experience when viewing submitted requests.
Practical Benefits for ServiceNow Customers
- Improves customer self-service by providing an intuitive and customizable interface for requesting and managing service catalog items.
- Enables efficient navigation and discovery of catalog offerings through search, categories, and popular/recent items widgets.
- Supports streamlined request tracking and approvals directly within the portal for end users.
- Offers flexible management of saved bundles and shopping carts to facilitate user convenience and order consolidation.
- Ensures consistent, clear visibility into the status of requests with dynamic and expandable views.
- Facilitates migration to Employee Center for enhanced overall experience where applicable.
Use Service Portal to configure an improved version of Catalog. You can customize Service Portal where your customers can request catalog items such as service and product offerings. You can use the Service Catalog widgets to build a catalog for your portal.
Note:
If you’re an existing customer using Service Portal we recommend that you migrate to the
Employee Center for a better experience. For more information on Employee Center, see Employee Center
The Catalog landing page provides an interface from where you can access the catalog items,
requests, approvals, popular items, recent items, and saved bundles. This page is available by
default for zBoot users.
Note:
Upgrade users need to activate the Service Portal - Service
Catalog v2 plugin (com.glideapp.servicecatalog.portal).
You can access the Catalog landing page in Service Portal using the Catalog option from the main menu header of Service Portal.
The landing page has:
- A search bar to search within all configured catalogs in Service Portal. When you search
for a specific item, the search results page displays results based on the configured
catalogs and categories.
Only the items associated with a catalog and category are searchable. The primary category of the item is displayed under the Category filter. The catalog where the primary category is defined for the item is displayed under the Catalog filter.
- The Browse by Categories option to navigate to the list of categories in Service Catalog and the items within. Click this option to navigate to the categories landing page.
- The Requests and Approvals widget to display the list of requests and approvals associated with the user. The list is based on the configurations available in the My Request Filter module in Platform. For information about the My Request Filter module, see Define filters for My Requests.
- The My Saved Bundles widget to display the saved bundles associated with the user. You can remove a bundle, or open a bundle to add or replace the cart with the items in the bundle.
- The My Recent Items widget to display catalog items, record producers, or order guides that are most recently viewed or requested by the user. An instance option on the widget allows you to display either the viewed or requested items. This widget is not displayed when it has no data.
- The Popular Items widget to display the most popular catalog items ordered across the organization by other users. These items are displayed based on the Top Requests dynamic category. This widget is not displayed when there is no data.
Note:
- In the order status page of a request, stage renderer displays the current stage in a collapsed view. You can expand this view for all stages.
- These pages have dynamic titles to display the name of the selected entity.
- Catalog Item [sc_cat_item]
- Catalog Categories [sc_category]
- Order Guide [sc_cat_item_guide]