ITSM Module 6: Service Catalog and Request

Should each catalog item have automation?

Each catalog item must have a Flow, Workflow, or Execution Plan assigned to it (on the Process Engine tab).

What are the formatters in variable sets?

Formatters • Break💔 • Container Start🎬 • Container Split🖖 • Container End🏁

Where do you find the Service Catalog Item Request flow?

Process Automation > Flow Designer > Service Catalog Item Request.

What does a Request Approver do?

Read Requests, Items, tasks Approve Request

What does the Request Fulfiller do?

Read, Requests, Items, Tasks Update Requests, Items, Tasks

What does the Catalolg Manager do?

Update Catalog Manager Maintain Categories & Definitions Maintain Items

How do Catalog UI Policies compare to UI Policies?

-Applies on Target Record is optional for Catalog UI Policies and Yes for UI Policies -Catalog UI Policies do not apply on all form view nor on specified views -Catalog UI Policies are optional for applies on Catalog Item, Target Record, and Requested Items Target Record: Select the check box to support the catalog UI policy on a record created for task-extended tables via record producers. See Default variable editor.

What should you use Catalog Items for?

1) Use Catalog Items for requests that: • Are "orderable" goods or services • Price and quantity may apply • Require approvals✅ • Have fulfillment tasks • Not associated with other ITSM processes🚫 2) Use the Related Articles and Related Catalog Items tab to provide alternatives and additional information to the end users👨‍👩‍👦‍👦

How does the default behavior of SN set 1 day in duration for SLA?

24 hours not the day you've set in the schedule

What does the process of a service catalog request look like?

A service catalog request workflow MUST be active, and upon approval of the request (whether automatic or manual), the requested item workflow(s), or flow(s), are initiated. 1. This Activity checks for a Price < 1000. (The $ inferring US Dollars is in the Activity Label only.) This value is included as a sample only. Check with customers regarding minimum approval limits. 2. The Approval -Group Activity requests approval from the Catalog Request Approvers > $1000 group. Check with customers regarding approval groups and conditions for requests. Remember - this workflow is at the REQUEST level, or the "shopping cart" level. Most customers choose to customize this workflow, and many remove all approvals from this level and only call for approvals at the RITM level.

What dpes a Business User do?

Approve Request Update Reqests, ITems, Tasks Read Requests, Items, Tasks

What are Requested Item Stage Sets?

Although custom stages may be defined for each fulfillment flow (workflow), it is useful to establish and adhere to common standards. A stage set with generic stages that work in most cases is provided in new ServiceNow instances. When configuring stages in Flow Designer, you can: • Create any number of stages. • Change stage labels and names. • Set the estimated duration for a stage. • Import a copy of a pre-defined stage set from the Stage Sets table. Any changes made to the copy do not affect the original stage set record.

What is the walk up process?

Any time outside of the defined hours of operation, users will not be able to check‐in, but they are provided alternative contact information for support. Buffer time can be defined so check‐ins are cut off a certain amount of time before close. Additionally, if a technician is not able to support a walk‐up customer for any reason, there is ability to set an away message. Demand Check-in Queue Notification Engage Tech Survey

What can appear in service catalogs?

Catalog Items •"Orderable" things or services •May have price and quantity •Fulfillment workflow per Item •User criteria to control visibility Record Producers💿 •User friendly forms to create records •Variables to gather additional information from users •Map variables to task records (Incidents, Changes, etc.) Order Guides🗺 •Compilation of multiple items ordered as a set •Items each have fulfillment workflow •User criteria to control visibility Content Items🔗 •Links to external sources •Links to knowledge articles •Catalog content •Navigation module

What are Catalog Client scripts?

Catalog client scripts run client‐side to control behavior of items presented to users. Use catalog client scripts to validate✅ content, populate fields dynamically, or clear ⌫ variable values based on changes to other variables. No option for onCellEdit 🚫 onLoad 🎬 onChange👛 onSubmit 📩

What are some Scoping discussion topics?

Catalog(s) 📖 Catalog(s) Category Structure Catalog Administration Items Description Variable Sets/Variables Logic and Validation Fulfillment 🚚 Fulfillment Workflows Approvals Tasks Notifications Existing Systems 👵 • Are there service requests already in another tool? • Can the customer run reports on existing systems to see actual requests being used vs. that exist? • Can the customer diagram existing requests? • What works well? What does not work well? Catalogs & Items📖 • What requests can employees ask for? • What are the categories? • Who should have access? Fulfillment🚚 • Does the customer have policies and SLAs defined? • Are there processes defined for approvals and fulfillment for orders? • What notification need to be sent?

What does the Catalog Admin do?

Create Catalog 🍼 Delete Catalog ❌ Maintain Categories & Definitions 🚧 📊 Update Catalog Manager👨‍💼 Copy Items 📄📄📄📄 Activate/deactivate items 🔴 Maintain Items 🚧 Create Catalog Tasks/Workflows 🔀 Create, Update Cart Layout Maintain User Criteria 🔐

What does the Catalog builder do?

Create or edit a catalog item (catalog item or record producer) using a visual👁 and guided 🗺 experience along with specified restrictions. The catalog builder experience enables you to delegate the creation and maintenance of the catalog. From the home page of the catalog builder, you can do the following: • Create a catalog item • Create a catalog item template • View the available catalog items • View the available catalog item templates • View catalog items that are recently updated • View the configured content that describes the catalog building process in your organization.

Where do you define SLAs for catalog items?

Define Service Level Agreements for catalog items on the sc_req_item table and selecting the catalog item(s) to apply the SLA to within the Start condition

What are the Catalog Builder item states?

Draft📝: • Editing or creation via Catalog Builder ONLY. • Not available in the catalog. Publishing✍️: •A transient state just after its submission and before its state changes to Published. Published✒️: •An item has been submitted via catalog builder. •Available (visible) in the catalog.

What is the Walk-up experience?

Employees and business guests can get real‐time,👨‍👨‍👦‍👦 in‐person help with their IT issues and equipment requests. Walk‐up service centers specialize in supporting technology devices —smart phones, tablets, and laptops —as well as hardware repairs and requests, technology refreshes, and software upgrades. ServiceNow also provides a pre‐built badge scanning framework that provides a local executable for a specific 📛 badge scanning hardware, extensible to additional hardware by the customer. Leverage local executable utilized REST API to send badge scan data to the instance where the user and location information is correlated for the check‐in. This will allow employees to scan a badge at an onsite walk‐up experience to be checked in to a queue.

What are the two mobile apps that you can access the catalog and how do they interact with the process?

End users are now able to access service requests through the Now Mobile application on their mobile devices and tablets. Approvers can use Now Agent to approve requests from a mobile device. Requesters can use Now Mobile to submit requests from a mobile device

What is the mobile plugin?

ITSM Mobile Agent (sn_itsm_mobile_agt)

Why are variable sets useful?

It is common for customers to have many variables created to support items published in their service catalogs. Standardization👩‍✈️ and re‐use ♻️ is essential to maintain usability and maintainability.

What are Catalog UI Policies?

Like UI policies, Catalog UI Policies allow variables to be set to mandatory, visible, or read‐only based on defined conditions. These policies work on variables included on catalog item forms and variables displayed through a variables editor on the request, request item, and catalog task forms.‍♂️,,🚚 Catalog UI policies may be included within variable sets. Note: g_scratchpad cannot be used on catalog items🚫📝

What are limitations for Service Portals in terms of Variables and Variable sets?

Limitations for Service Portals • Formatters may contain a maximum of 2 columns🏛. • Variable sets with formatters may contain a maximum of 2 columns. 🏛 • Widgets ⚙️ should be used instead of Macros and Macros with Labels. • UI pages📜 are not supported.🚫

Why would you use Content Item?

Link to a Knowledge Base Article 📗 • Policy articles • Articles providing additional information about items Link to Catalog Content • Cross‐references amongst Catalogs Link for a Module • Redirect user to the same target location specified in a navigation module☸️ • Example: Change Password External Content🕸 • Link to public website or internal portal • Target current or new tab

What's included in the Catalog definition?

Managers Managers can edit catalog records📖, manage categories📊, and assign editors👨‍🎨. They can also create, modify, and publish items within their catalog. Editors Editors can create, modify, and publish itemswithin catalogs they are assigned to. Enable Wish List ‍♂️ allows users to save partially‐completed requests. Then, they may complete and submit those requests at a later time. Note: Catalogs may be incorporated into service portal site and to Now Mobile.

What are the RITM states?

Pending : -5 Open: 1 Work in Progress: 2 Closed Complete: 3 Closed Incomplete: 4 Closed Skipped: 7 DO NOT MODIFY, instead create a Dictionary Override🔤🌊

What are the Request states?

Pending Approval: requested Approved: in_process Closed Complete: closed_complete Closed Incomplete: closed_incomplete Closed Cancelled: closed_cancelled Closed Rejected: closed_rejected Closed Skipped: closed_skipped

Why are record producers effective?

Record Producers provide a user‐friendly way to generate records within ServiceNow and gather relevant information from users to expedite handling of their request or issue. Which of the following reported issues is more likely to be addressed quickly? 1. "I cannot get into the system." 2. "SAP is unavailable as of 10:53 AM today. It is giving an error message saying 'Client SAP is not available in the System.'"

What are some things to keep in mind when running a Process workshop?

Remember your audience👨‍👩‍👧‍👧 Keep it simple, start with a few items and simple approvals💋 Limit categories📊 Provide option for generic request Organize for customers to find things 🔍 Do not ask for information you know (i.e. info from the user profile) Set expectations for approval and delivery Outputs from the workshop may include requirements and design for service catalogs to be created and corresponding categorization schemes. It may also include requirements for catalog items to be created, including descriptions, questions to be asked, availability guidelines, approvals, and fulfillment tasks.

How is Service Catalog and Request Managment related?

Service Catalog The user browses the catalog for items they wish to order or request🔍 Request Management Once the order has been placed the request needs to be tracked and fulfilled 📲 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 CPU for a laptop generally is not. Shopping Cart - Catalog Item >>>>> Request - RITM - SCTASK

Where would you change the Shopping Cart layout and what can you do?

Service Catalog 📖 > Catalog Definitions 💿 > Maintain Cart Layouts 🏃 • Set defaults for all items • Minimizes need to code widget macros with Jelly Configurable Items • Cart widgets⚙️ • Preview Screens📺 • Order status screens 📺 Configuration Capabilities • Remove (disable) components🚫 • Configure or hide functionality • Change labels 🏷 • Change order of elements🔢

What are some avenues for request creation?

Service Portal🚪 Service Catalog Application📖 Walk up👟 From an Incident record❗️ Email📩 Integration🔀 Process Users • Process users can create new requests directly from the Catalog application, from the service portal, or from an incident record. End Users • End users can generate requests in ServiceNow by ordering items using the service portal or through a walk‐up channel • End users can also contact the service desk by phone or in person to have a process user create a request on their behalf using the methods described here. • End users can create request by sending an email which is forwarded to the ServiceNow instance. Note, the creation of requests is not configured out of the box. To enable users to create request via email, see System Policy > Email > Inbound Actions. Integration • Requests can be created automatically by means of the REST API Integration

How is the Service Catalog related to other ITSM processes?

Service catalog management relies heavily upon: • The Change Management process for controlling changes to the service catalog.📖 • The Request Management process for fulfilling items defined in the service catalog.🚛 • Asset and Configuration Management for providing information regarding dependencies between services, assets, and configuration items. • Release Management to update and/or add services within the Service Catalog.🔄

What is the data structure of Request management?

Tables associated with the service catalog begin with sc_. Primary tables associated with catalog definitions include Catalog [sc_catalog],📖 Category [sc_category],🗄 Catalog Item [sc_cat_item], Order Guide [sc_cat_item_guide].🗺 Primary tables associated with managing open requests include Request [sc_request],‍♀️ Request Item [sc_req_item], Catalog Task [sc_task].✅

What are the two ways of viewing the Service Catalog?

The Service Catalog can be reached through the native⛺️ platform as well as the Service Portal 🚇 Administrators can also create and customize a multi‐catalog homepage to provide end users with access to multiple catalogs from one homepage.

How can you show or hide variables based on UI policies?

The VEditor is a formatter that works ONLY on Requested Item and Catalog Task forms. It shows variables entered in the catalog item form and may reflect catalog UI policies put in place for the item. For a record producer, the default variable editor displays the values of questions for records generated from a record producer for task‐extended tables

How would you map the information in record producers?

This can be done in two ways: 1. In the Script field, fields can be mapped using JavaScript code such as: current.short_description = "Outage on application " + producer.cmdb_ci.getDisplayValue() + " beginning at " + producer.outage_start.getDisplayValue(); current.caller_id = gs.getUserID(); 2. On the Variable record, select the Map to Field checkbox and select the field to populate on the resulting record. FYI Default Variables Editor is for Record Producers only VEditor is for Catalog Items and Tasks By default its on incident, problem, and change. System UI > Formatters

What is the Service Catalog?

The service catalog is a database 💾 containing information about all services. It is used to support the sale and delivery of services to employees and customers. It includes information about deliverables, options, prices, delivery, and performance targets. Service catalog management is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the service catalog and ensuring that a central, accurate, and consistent source of data is provided. Service catalog management defines the fulfillment process for catalog items.

What is Cascade Variables?

Used on Order Guides 🗺 Rather than asking the user to complete these fields on each included item, the user may be prompted for the information once as part of the order guide. Then, if Cascade Variables is selected, the values for these common variables (with matching names) will be populated on each Item. Usability Tip Write an onLoad Catalog Client Script to hide cascaded variables

What security mechanism can be used with Service Catalog?whatroles?

User Criteria (available for/not available for) • Be used to specify who CAN have access to items and also to specify who CANNOT have access to items. The CANNOT criteria overrides the CAN criteria even if an individual appears in both settings. Note: Applying user criteria to a category does not mean items in that category are subject to the same user criteria by default. (User criteria can be applied to categories via Available For and Not Available For related lists. These related lists may need to be manually added to the category record). Applied at catalog, category or catalog item level The catalog_admin role contains the user_criteria_admin role. This allows users with catalog_admin to manage user criteria. admin can also maintain user criteria

How can you fire SLAs?

When using variables in a catalog item, it may be necessary to define different SLAs depending on the variable selected by the user.

What is Cart Layout - individual items used for?

You can change the cart layout for individual items. For example, if the catalog item is to request VPN, does having a Quantity selection make sense? If not uncheck Use cart layout and select No quantity You can find these options on the Catalog Item record in Advanced View Service Catalog📖> Catalog Definitions💿> Maintain Items🛠

What are the Service request platform roles

admin itil_admin itil catalog_admin catalog_builder_editor catalog_manager catalog_editor user (requester) (nothing) approver (nothing) user_criteria_admin sn_request_read (nothing) sn_request_write (nothing) approver_user (nothing) system These have to do with catalog creation, maintenance, etc. so user, approver, sn_request_read, sn_request_write, approver_user can't do anything

What are the Service request platform roles - Fulfillment?

admin itil_admin itil catalog_admin catalog_manager catalog_editor user (requester) approver user_criteria_admin sn_request_read sn_request_write approver_user

What happens during Submittal of request management?

• Browse or search the service catalog🔍 • Select item👈 • Fill out required form.

What are limitations for multi-row variable sets?

• Cannot include variable types: Attachment📎, Break💔, Container End/Start/Split🎬, HTML, Label, Custom, Custom with label, Rich Text Label, and UI Page. • Map to field 🗺 functionality is not supported for variables used in the variable set. • Cannot be displayed when added within a container. • Not visible in variable summarizer. • Cannot add variables with read roles. • Not available in catalog tasks, UI policy conditions, unsupported ATF step configurations

Where can User Criteria be applied?

• Catalog • Category • Catalog item

What happens during Closure of request management?

• Close all tasks • Requested item closes automatically • Request closes automatically

What questions would Reporting on catalog item variables help with?

• How many Developer laptops were ordered with upgraded storage and memory? • How many Database Restores in the past month were requested due to application errors/data corruption? • What is the most commonly requested software requested with new computers

What is best practice for Catalog categories?

• Keep the number of top‐level categories to 8‐10📊 • Do not go too deep. Nest categories 1‐2 levels deep only • Organize in a way that will make sense to the audience🗄 • Use language that the audience will understand🗣

What happens during Approval of request management?

• Notify approvers of request • Approve or reject request

What two service catalogs come with SN?

• Service Catalog -contains demo items, but also includes catalog items and record producers 💿 that integrate with other ServiceNow applications such as Agile Development, Knowledge Management, HR, and Change Management. • Technical Catalog -Contains demo items. Key Decisions: Number 🔢 of catalogs Needed and the catalog definition details

What is the Request management lifecycle?

• Submittal -Users select one or more items from the service catalog, fill out the required order form or forms, and submit the request. 📩 • Approval -Some requests may require approval of the overall order, and some may require approval of individual items within the order. In other cases, no approvals at all are required. ✅ • Fulfillment - Following approvals or preapproval, the request fulfiller completes a predefined series of tasks to fulfill each item in the order. 🚚 • Closure -A request is considered closed when each item within the order has been fulfilled and closed. 🚫

What happens during Fulfillment of request management?

•Locate tasks 🔍 •Perform task work ⚒️ •Update task record •View workflow to see all tasks 🔀