Key Features

• Details Section: Define the item name, short description, images, and rich content descriptions, including multimedia and links to knowledge base articles, to make items informative and user-friendly.
• Location Section: Assign the catalog item to specific catalogs, categories, and topics. These classifications improve discoverability in the Service Portal and ensure items appear in relevant contexts.
• Questions Section: Include variable sets such as the “Site” affected by the catalog item, enabling targeted requests based on location.
• Settings Section: Customize user interactions with the catalog item form by adjusting labels, and visibility of buttons like “Add to Cart,” “Save as draft,” quantity selectors, delivery time, and attachment options. Some settings default based on the request method and can be updated via migration scripts for upgrade scenarios.
• Access Section: Control who can request the item through user criteria that either grant or deny access, ensuring proper governance and security.
• Fulfillment Section: Define how requests are processed by selecting the process engine (Flow Designer or Workflow) and specifying the corresponding fulfillment flow or workflow to automate and manage request fulfillment.

Key Outcomes

• ServiceNow customers can create well-structured OT catalog items that are easy to find and understand by end users.
• Customized portal settings improve user experience and streamline the ordering process by tailoring form interactions to specific business needs.
• Access controls ensure only authorized users can request certain OT items, supporting compliance and operational security.
• Integrated fulfillment options enable automated and efficient processing of OT item requests, reducing manual efforts and accelerating service delivery.