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#SMFlashbook – My Best Tip For Building The Service Catalog

Today, Cloud Sherpas is participating in the first ever coordinated Service Management blogging flashmob. Led by ServiceManagers.org, the global Professional Learning Community for the Service Management field of knowledge, this Service Management blogging flashmob has participants from around the world.

To participate, I conferred with our team of ServiceNow experts and together we compiled our top 10 tips for building the Service Catalog:


1. Use Fulfillment groups on Catalog Items to simplify workflows and assign tasks to the right delivery group.

You can use “task.assignment_group = current.cat_item.group;” to map the Fulfillment group to the correct Assignment Group in the Catalog Task Advanced section.

2. Catalog Items can be part of more than one Category.

You can use the Additional Categories related list at the bottom of the Catalog Item View to add an item to more groups.

3. Use “No Cart and No Quantity” on a Catalog Item to control/limit the ordering of the item to one.

4. Add the “Request_for” widget to your shopping cart to streamline and manage ordering for more than one person.

5. Turn on the clone item property to duplicate requested items from other people.

6. Use Cascade Variables on Order Guides to streamline data entry across multiple item forms.

7. Using Variable sets can reduce replication of variables and streamline updates. You should also standardize your variable naming conventions (i.e. “v_requester” and “v_requester_manager”)

8. Place a label in front of multiple checkboxes to update the default label.

9. Use the same name and type variable on a record producer form as the table and field to cascade the value from the catalog form to the record.

10. Always route the use back to the Service Catalog or some other neutral page after creating a record with a record producer.

Dropping the user into the ess or default view is clumsy and confusing, leaving the user to wonder if additional action or updates are required. To remedy this, you can use “producer.redirect = ‘catalog_home.do?sysparm_view=catalog_default’;” at the end of the record producer script.

Want to streamline service requests in ServiceNow? We’ve assembled a library of 30+ of the most common requests IT teams support with our Service Request EXCELerator  These pre-configured Service Catalog Items reduce time to adoption and allow you to provide an easy-to-use self-service interface for users to submit requests. “Power User” configuration enables your Service Owners to manage their own fulfillment tasks, further reducing the burden on the Service Desk. Learn more about our other pre-packaged update sets.

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Cloud Sherpas [www.cloudsherpas.com] is a leading Google Apps Reseller, systems integrator and application developer. Our Google Apps Certified Deployment Specialists have migrated tens of thousands of users from legacy, on-premise messaging systems to Google Apps and Google App Engine. We help organizations adopt cloud computing to innovate and dramatically reduce their IT expenses. SherpaTools for Google Apps [www.sherpatools.com] is a free app from Cloud Sherpas that enhances the functionality and ease-of-use of Google Apps for both administrators and end-users.