Service Catalog in Service Portal

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Service Catalog in Service Portal

    ServiceNow's Service Portal offers an enhanced version of the Service Catalog, allowing customers to request service and product offerings through a customizable interface. This portal lets users browse, search, and manage catalog items efficiently. Existing customers using Service Portal are advised to migrate to the Employee Center for an improved experience.

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    Key Features

    • Catalog Landing Page: Provides access to catalog items, requests, approvals, popular items, recent items, and saved bundles. Available by default for zBoot users; upgrade users must activate the Service Portal - Service Catalog v2 plugin.
    • Search Bar: Enables search across all configured catalogs and categories. Search results display items filtered by their primary category and catalog.
    • Browse by Categories: Allows navigation through catalog categories and the items within, improving discoverability.
    • Requests and Approvals Widget: Shows requests and approvals linked to the user, configured via the My Request Filter module.
    • My Saved Bundles Widget: Displays user-saved bundles, with options to edit or remove them.
    • My Recent Items Widget: Lists recently viewed or requested catalog items, record producers, or order guides; hidden when empty.
    • Popular Items Widget: Highlights the most frequently ordered items organization-wide, based on the Top Requests dynamic category; hidden when no data is present.
    • Order Status Page: Features a stage renderer showing the current request stage in a collapsible format with dynamic page titles reflecting the selected entity.

    Practical Usage

    • Catalog Item, Categories, and Order Guides: Access and manage catalog items ([sccatitem]), categories ([sccategory]), and order guides ([sccatitemguide]) directly within Service Portal.
    • Wish List: Users can add catalog items or record producers to a wish list for later review.
    • Shopping Cart: Add catalog items or order guides to a centralized shopping cart to streamline checkout.
    • Request Management: Use the SC Catalog Item and SC Order Guide widgets to request individual catalog items or grouped order guides for specific purposes.
    • Consistent Ticket Page: Configure the ticket page for requested items in Service Portal to maintain a uniform layout and display relevant information consistently across request types.

    Benefits for ServiceNow Customers

    This enhanced Service Catalog in Service Portal enables customers to provide a streamlined, user-friendly experience for end users to browse, request, and manage service offerings. It supports efficient request tracking, personalized bundles, and visibility into popular items, thereby improving catalog engagement and operational efficiency. Activating the required plugins and configuring widgets ensures an integrated and consistent catalog management experience that aligns with organizational needs.

    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]