ServiceNow: Building Powerful Workflows

The different types of Catalog Items

The Service Catalog frontend can do more than just create orders. When you navigate to Self Service > Service Catalog, you will see many categories full of Catalog Items. A Catalog Item provides some sort of service to the end user, and as such there are several different types:

• A standard Catalog Item is an item that has a workflow attached. It is often a mechanism to order something new-such as a new keyboard or laptop-but may also be a request for a service. Once ordered, the items are processed using the Request Fulfillment tables. Unfortunately, there is no distinction between an orderable catalog item and the more specialized alternatives listed here, so I will refer to these as Catalog Request ...