Lesson 02
In ServiceNow, a catalog item is used to request a service with defined approvals and fulfillment processes, while a record producer is used to gather information or create records in a table, and an order guide is used to help users order multiple related items or services.
Catalog Item:
- A catalog item is essentially a service offered through the Service Catalog, like requesting a new laptop or access to a system.
- It typically involves workflows, approvals, and fulfillment tasks.
- To create a catalog item, navigate to Service Catalog > Catalog Definitions > Maintain Items.
- You’ll need to define the item details, variables (fields users fill in), and related lists (like workflows, approvals, etc.).
- You can categorize the item within a specific catalog (e.g., Hardware, Software).
Record Producer:
- A record producer is a type of catalog item that creates records in a table, but it doesn’t necessarily trigger a formal request or approval workflow.
- Examples include creating an incident, a problem record, or a feedback record.
- To create a record producer, navigate to Record Producers and select the table where the record will be created.
- You’ll define the record producer’s name, description, and map variables to the corresponding fields in the table.
- Variables can be used to gather specific information from the user.
Order Guide:
- An order guide simplifies the process of ordering multiple related catalog items or record producers.
- It provides a guided experience for users, presenting a series of questions or steps to fulfill a larger request.
- Order guides can include multiple catalog items or record producers, and they can use rule-based logic to determine which items are added to the order.
- To create an order guide, you’ll typically navigate to Service Catalog > Order Guides.
- You’ll define the order guide’s name, description, and the catalog items or record producers that are part of it.
- You can also define rules to control which items are added based on user input or other criteria.
In essence, catalog items and record producers are the building blocks for offering services and gathering information, while order guides provide a way to streamline the process of requesting multiple related items.