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Using the Service Catalog

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Note
Note: This article applies to Fuji and earlier releases. For more current information, see Service Catalog at http://docs.servicenow.com

The ServiceNow Wiki is no longer being updated. Visit http://docs.servicenow.com for the latest product documentation.

Overview

A service catalog enables customers to view and order items from departments within your organization. These catalog items can include goods, services, and information.

Anything that can be ordered individually can be ordered as a catalog item. Anything that only exists as a part of a larger whole cannot be a catalog item. For example, a laptop can be a catalog item, but a high-resolution display for a laptop cannot.

After placing an order, the customer can track its progress. Predefined groups follow a series of tasks to deliver the item, based on a fulfillment process, including any approvals required.

Viewing and Navigating a Service Catalog

The homepage for a service catalog lists the goods and services available to order from that catalog. Catalog items are grouped into categories, which may also contain one or more subcategories. By default, the first ten items in a category appear under the category name on the service catalog homepage.

To access the default service catalog homepage, navigate to Self-Service > Service Catalog.

Default service catalog homepage.png

Click a category name to see a list of all subcategories and items in the category.

Default service catalog categories items.png


Searching a Service Catalog

Note
Note: If your organization has multiple service catalogs, searches return results only from the currently-viewed catalog.


To find a specific item in a catalog, use the Search field. Click the down arrow to see a list of previous searches. Catalog search is available on catalog and category pages.

Default service catalog search dropdown.png


Search results list items in active categories along with their short description. Use the breadcrumbs in the header bar or below the short description to quickly navigate to a different page. The Found In list shows the categories related to the search results in hierarchical format.

Default service catalog results.png


Control the number of results shown on one page with the search results selection list.

Default service catalog search result amount.png


In the catalog listing, click a link in the breadcrumbs at the top of the screen to quickly navigate back one or more levels in the hierarchy.

To remove the search term from the breadcrumbs, click the x next to the term.

If a search returns multiple results, obtain details about a specific catalog item by clicking More Information.

Note
Note: The system performs the service catalog search on English language descriptions only.


Requesting a Service Catalog Item

To place a request from a service catalog, navigate to the catalog homepage and select the item to order. For more information, see Placing a Request.

When an item is ordered, ServiceNow generates a request to track the order and displays a summary that includes the order status in the Stage column:

default_service_catalog_request_status.png

Each individual catalog item in a request creates a discrete request item. For example, a request for 2 PCs, 1 chair, and 1 desk would produce four request items on a single request.