[Music] in order to subscribe to my channel please click here or click here please share comment and like my videos and channel hello guys welcome to sas with servicenow this is servicenow system administrator training and this is part seven this training has been recorded in orlando version of servicenow before we start the training let me show you the topics of this complete training in this seventh part of the training we will talk about service catalog in-service now service catalog in this section we will learn about service catalog and its benefits catalog items and categories service now catalog workflow service catalog tasks and we will also try to create some catalog items in this session what is service catalog service catalog is a request ordering system to request services and products offered by different departments of any organization example hosting team provide cloud computing services where users can request for cloud servers windows team provide a service for password reset where users can themselves can reset a password for example windows password so these are the services which you can host which you can put on service catalog and different users can request for those items services and products and that is what service catalog is benefits of service catalog service catalog is like amazon website where you see different items in different categories it has many benefits like it is one stop shop to request different services provided by all the departments of organization all the services and products can be displayed into different categories which helps users to find the right services organizations can implement multiple catalogues in service now overall service catalog gives you same experience like you do shopping on amazon where you see different products from different sellers and you can add them in a cart and request multiple products together and the important part is you can also track them and when exactly you're going to get them you can see that data as well users can see service catalog under self-service application as you know self-service is an application which is visible to all the users of the platform even they don't have roles so here we have the self-service application and under the self-service application you can see this module called service catalog if users will click this module they will be able to see service catalog where you can see different categories and different services provided by different departments like i can order any hardware from here you can see i can order a laptop i can order a phone if i go back i have software service as well it's a category where i have different items for different softwares i can install those softwares in my computer but before that i have to request for them and we have some other categories as well like can we help you some office services peripherals now these are the categories under these categories you have different services which you can order which users can order now this is my personal developer instance so this is just a demo data but if you are implementing service catalog in your organization so this is how users can see the service catalog and request for different services service catalog application in order to manage different products and services service now has service catalog application where users with catalog roles can create edit and manage services and products they can do different configurations for different services which are basically provided by different departments and which are basically visible on service catalog or maybe which you want them to be visible on service catalog in that case you can utilize this application to configure different catalog items and categories you can go to service catalog application by typing service catalog in application navigator if you will type that you will find this application service catalog which we are talking about and you can see various modules under this application users with right roles they can access these applications and modules at the same time they can also perform different configurations they can create different services they can create different products to post on service catalog to publish on service catalog if i just talk about high level the different modules we have under this application the first application we have is catalogs so as i mentioned you can create different catalogs in service catalog for example we have this service catalog we also have technical catalog then we have catalog now this is just a default catalog which you want to provide to the end users that is something you can see here so just a single catalog here you have different services you can add different items as well here then we have open records we will learn a little bit later about what kind of task what kind of rackets are created by service catalog so when users request for any item when the user submit any form what kind of records are created that is something we will see later however those records are basically you can see those records in this module that is open records you can see all the requests you can see all the items request then you can see tasks as well then we have catalog definitions which is a section of modules where you can define different items different services which you want to publish on service catalog so we also have my catalogs so where catalog is created by me that is something you can see here we have my categories as i mentioned before users see different items basically they see different categories so that it will be easy for them to find the right service for them for example hardware software different services those are the high level categories which are useful so the users can find the right service for them and just request for it then we have my items now these are the items as of now it is just showing my item that means items which i have created then i have maintained catalogs now here i can maintain the catalogs it is showing me all the catalogs created in my instance then i have maintained categories that means all the categories created in my instance i can also create new category if i just go one of the category maybe just click on services this is the category then i have renderers then i have maintained dynamic categories i can also maintain dynamic categories dynamic when i say dynamic that means you can see here top request that means most commonly requested items the items which users request commonly then we have my content items there is something related to the document the content item which you want to display on your service catalog and then we have some other modules as well to configure this service catalog to configure different items we have and to do different kind of configurations service catalog categories services and products of service catalog are divided into logical groups which are called categories as an example you have software office supplies desktops peripherals now these are the categories as i mentioned these are out of the box categories just as a demo data but in your organization it's up to you it's up to your business requirement that what kind of categories you want to create as i showed you you can see the categories in service catalog application and you can manage those categories so if you will go to this module called maintain categories if you will click on that you will be able to see all the categories of your instance and if you want to create new you can also do that if i go one of the category like software you can see that in which catalog i want to create this category you can select here you can also have parent and child relationship between different categories and here we have all the items under this category which are basically displayed so when user clicks on software category then they can see all these items created under this category and you have here one more option categories as i mentioned you can have parent and child relationship between the categories so if you want to create any any child category or maybe parent categories in patent you can have to mention here if you want to create child for this category you can create here so that's how you manage categories in service catalog service catalog catalog items catalog items are the services and products offered by different departments of the organization catalog items are basically forms which users submit to raise any request and these catalog items create tasks to different themes as you can see we have this developer laptop now it is an item provided by one of the department and that would be for sure it department so as an employee if you want to request for any new laptop you don't have to reach out to any different teams via emails or chat or phone you just need to go to service catalog see the service go to hardware check this laptop if you're a developer then it's request for this service and that is what catalog item which is kind of a service a product where users which users can request and get the service and once users request for it it goes to the different process different workflow and it gets assigned to different departments who have to work to complete those requests that particular service and once everything is done then that request is completed for the user similar like categories you can also manage these catalog items so if you will go to service catalog and you have this module called maintain items if you will click on that now these are all item services products which are provided by different departments if i click any one of them like access you know microsoft access that is something you want to install or a user wants to install in his computer now these are the details you can provide the details like price you can list price as well how much cost this particular service is that is something you can provide delivery time and lot of other details you can mention here which vendor product it is that is something you can mention here as well what is the catalog that which catalog you want to display this particular item you can select it from here which category this particular item has to be added so in software that is what you can do so it is a catalog item if i go back and open any other catalog item maybe like a hardware device maybe new email account so this is kind of a service which is provided by exchange team your email team who who have provided this service so that new users can create new email accounts so if i have to create a new email account this is the service i will use as an end user but as of now you can see it is just a racket because this is a backend racket where you can configure and then users can just request for this but how they will request it now that is something form now servicenow gives you a really great functionality to check how end user will see this particular item once it is created so you have this button called try it if i click this you can see i can mention preferred email address and i can order it so that is what catalog item so catalog item is just kind of a form which users can request so overall it's a service it's a product provided by different departments service catalog roles service catalog in servicenow has four major roles to manage it the first role we have is admin that we know which is assigned to system administrator who has access to most of the applications and modules and can configure any application in service now similarly admin role user can also configure service catalog he can create catalog items he can manage it he can edit them as well then we have catalog admin he is catalog administrator now this user can manage service catalog application which includes catalogs categories and items but not including scripting functions that means catalog admin cannot do scripting which is basically done by servicenow administrators who has admin role then we have catalog manager who can edit and update a service catalog as well categories and catalog items within that catalog now catalog manager can assign editors as well and they can also assign different managers for that service catalog and the last role we have is catalog editor who can edit and update a service catalog and they can also edit categories and catalog items within that catalog now catalog editors can assign other editors but they cannot change catalog manager while catalog manager can add a catalog manager but catalog editor cannot do that so these are the different roles to manage to configure service catalog and service now let me show you these roles in service now so if i go to roles module so here i have under user administration i have roles module and if i just search for catalog you will see different roles and we do have other roles as well but the major role we have is catalog then we have catalog admin catalog editor catalog manager these are three major roles but you also have other roles for different access and you can assign these roles to different users as per the requirement you have from your customer service catalog components service catalog has three major components the first one is order which is a service or product requested by the user then we have order form which is submitted by the user after filling up the form and then we have ordering process which works when request is created so let me talk about the first component that is order overall users can order three different items in servicenow service catalog the first one is catalog item which can be a product or service like laptop any software or hosting a server then we have order guide in which multiple catalog items are grouped in one request now order guide basically assist users to order multiple items like new onboarding in which user might need laptop mobile some of the softwares together during onboarding of the employee so that is order guide which is a package of multiple catalog items then we have racket producer racket producer basically creates records in existing table like incident table change table problem table that means if you want to create a form with few inputs few fields and after providing the input you want to create some existing records like incident change problem in that case you can create racket producer in service now and anything which is apart from record producer like you want to uh host any new service you want to provide any new offering that is something you can create catalog item then we have order form in order form we have two components that means i'm talking about now the form which users see and they provide inputs and submitted so the two components we have on order form are variables and variable sets variables are the questions of fields to be filled by users on the form so whatever fields you see on the form those are called variables users with right access they can create these variables as per the business requirement for a particular catalog item then we have variable sets variable set is a collection of variables basically if you have multiple variables in one bucket that is called variable sets variable sets are created when multiple variables are needed to be placed on multiple forms and i will give you an example for on every form you might need requested for or on behalf of these are two major fields which you normally want people to provide that data to provide that input in that case these fields are repeatable fields so when you will create these variables you have to create these variables in a variable set rather than individual variables so that you can utilize these variable sets in all the forms all the catalog items which you want to create in the future then we have ordering process which is basically a backend logic to process any request this logic can be designed with two ways first one is workflow and then we have flows workflow in which admins can create different activities like approvals assignment custom logic with scripting to process any request once users submit the form and basically it runs in the background then we have flows flows is something servicenow came up i think recently not i think maybe two or three versions before in which they came up with a logic uh with functionality in which users can utilize workflows without any in scripting like in workflow you you have if you have some complex condition you have to do some scripting however in flows even if you have some kind of little bit less complex scripting or logic you don't have to script that you can do that with the help of designer that is drag and drop that's it so overall it is an easy way to create any automated flow for any request flow is basically design in flow designer that's a functionality of service now and the goal can be achieved without scripting let me show you these components in my personal developer instance i will go to service catalog application here i have the service catalog application first i will show you catalog item which is part of order so i will go to maintain items which shows the list of all catalog items all cut at all catalog items of your instance so let me open any one catalog item maybe sample item i think this is just a sample item created by servicenow as of now it is not active so i will make it active just to show you how exactly it looks like so i have these fields like name you can select the catalog you have category and you have some other options as well here you can select the workflows if you want to follow the flow for this this particular catalog item that is something you can select if you want to select the workflow you can do that you also have execution plan that is something provided it's it's it helps with the help of configuration that is what you can do as well so you can process your request with three things basically flow workflow and execution plan then you have some design like picture you want to add some icons or pictures that is something you can do you can provide some pricing as well here and then we have some portal settings so if this item will be visible on portal what configurations you want that is something you can mention here as well and these are all item details like description if i go little bit bottom now here i have related list now what kind of related list if you remember the component we talked about like variables so these are the fields which a person who has access can create so you can create you can edit so these are the different uh fields you can say different variables different types of variables you can create in servicenow and service catalog then we have variable sets so if you want to add any variable set so you also have that option because if i if you remember variable set is kind of a package for you with with multiple variables in that case if you want to add any existing variable set you can do that and if you want to create a new variable set that is also you have this option over here then we have some other options like catalog ui policies we also have catalog client scripts so if you want to do some scripting you want to add some client script that is something you can do here you have ui policies as well if if you you have learned about servicenow administration i think as of now i have not uh picked that topic but we will definitely talk about ui policies later but in this case ui policies are basically helpful to to make fields uh read only to make fields visible mandatory you can also hide related list as well that is something you can do with the help of ui policies so but but for service catalog it's a separate category and that means ui policies can be created separately for service catalog forms so you have catalog client scripts as well and then we have really good things here two important things that is related to the related to the visibility so you have this available for and then we have not available for now here you can define the visibility of the catalog item which you are going to create that means you it might happen that your business might ask that whatever item you are creating it should be visible to use these users or maybe it should not be visible to these users now how you define those users now that is something we talked about user criteria so that is not if you remember i i talked about user criteria and knowledge management as well and i mentioned over there user criteria is not limited to knowledge management you can utilize in different applications similarly you can utilize here as well so you can add any user criteria if you have already created if not you can create new user criteria as well that is something you can mention here then we have categories we already talked about it that in what categories will have for this particular catalog item in which catalog this item will be added you can add definitely you can add in different catalogs then we have related articles if you have any related knowledge articles if you want to add here that is something you can do and maybe related catalog items as well if you have any related catalog items uh in in for this catalog item that is something you can add here as well maybe other catalog items maybe they are dependent or subsequent conditions that is something i think that is the condition we are getting here but here you can just edit and add different catalog items as well so this is about catalog item let me show you how users will see this catalog item to submit it in that case you will see this button at the top of every catalog item that is try it if you will click it it will show you the end user view the form view so you can see all the variables which we have in this catalog item it is showing you all those options you user can provide the input whatever input you have whatever fields you have check the check box provide the date date time uh select reference field and then user can click on order now that is something user can do that means request will be submitted to proceed and to process the request then i will show you order guide so we have here order guide as of now we only have two order guides that are out of the box so let me open this one new higher so as i mentioned order guide is basically kind of a bucket which which includes multiple catalog items so if there is a need of of uh providing the request or or processing the request for a user for multiple items in that case you don't have to ask user to submit those requests individually it's better you give a package you put it into the order guide and user will automatically be routed accordingly so if you will see we have this new order guide and if i show you at the bottom here we have these variables so you can add these variables then we have variable sets we also have rule base now this rule base is something that when exactly you want to show what item you can see it says include this item so i will show you quickly what exactly i'm talking about because here it's mentioned different catalog items like standard laptop external monitor new email account but you can drive the order guide it's it's basically depends on the condition user selects i will show you quickly how exactly it works if i click on try it you can see i have this described needs and i have choose options and then i can check out here i will provide some details like which group this per person is joining so you have a select customer support what i need to do i will just click on choose options that's my next option after filling the basic details i can just click on choose options it will take me to the next window you can see i am on this window now now here you have to show the dynamic things now these are all individual catalog items and that's the important part you have to understand this is not something i have created separately or individually for this order guide now these are already created and if you want to utilize them while ordering uh something like a package in that case you can use the same catalog item which you have created individually as well in that case you have standard laptop you have external monitor you have new email account as well that is something you can request for so these are different catalog items which you can add in any order guide and you can just select them and just click on next tab and then you can just check out and use all the all the different departments now the thing is it is not mandatory that all the requests all the catalog items will be processed will be completed by one team that's that's not possible because you have different things so it might happen that you have different departments to complete these requests like new email account exchange team standard laptop maybe i t team a vpn maybe some virtual team or something i'm just giving an example so in that case all these requests will be routed to the different teams with the help of tasks those tasks will be assigned to different team once everything will be done you will get an email notification that your request is completed that's how it works as part of the order guide so if you have anything which which you want to includes as part of the package you can create order guides always so it's totally depend on the use case or or business case you have the requirement you have from your customer as well then we have racket producers so if i click on record producers now here this particular module shows the list of racket producers you have in your instance so as i mentioned this will create the record in one of the existing table and if i open any one for example server reboot let's see which racket it will create so you can see it has already selected table name so rather than directly on the form i will do one thing i will show you in the list as well so let me show that so in that case i will just add a table in this list so that you can see what all different tables we have so here i have table name i will click on ok so you can see it is creating records on different tables right change request ldap server you have a service category that is something you can create incident table as well and let's see in the next window yeah i think mostly it's about uh change request i think incident it's totally up to you you can definitely if i click this new button i will be able to create a new racket producer and i can select any table i want which i want to create from directly from the service catalog form so it totally depends how you want to show to the users now why service catalog is useful if i if i give you the example of incident because you will say that you already have incident form incident application now incident application is basically for idle people that means the i.t people who have to work on incident but if you want end users who are not technical who are just business users who don't worry about different fields you want them just to see four or five fields which are kind of maybe mandatory fields to process your incident in that case you will put those variables on service catalog racket producer and then you will get it submitted so that's that's how service catalog racket producer is used to to utilize in in this kind of business case in this kind of use case basically so that's how what that's what we see about catalog items order guide racket producers we talked about variables variable sets i will i will quickly show you uh those variables separately because we do have a module as well so if you'll go a little bit bottom here here we have all variables so you can see we have this one of the variable you can also select different types so we have different types of variables as well that means you can create different types of variables in service now for service catalog then we have variable sets now this particular will show you variable sets and i will show you what exactly i was talking about so maybe it says uh common comments or maybe i will select standard employee questions now this is a variable set created here you can see and that's what i was talking about requested for needed by now this variable set can be added on all the forms or whatever forms wherever you want this kind of fields or variables then you can just add this variable set and these two variables will automatically be added on the form we talked about order we talked about order form let me show you workflow and flow designer so i will go to workflow here i will go to workflow so i have this workflow application and i will just click on workflow editor so these are the workflows which we have in our instance let me show you the service catalog workflow we have so if i type here catalog you can see i have this service catalog request service catalog item request if i double click here you will be able to see this workflow this is the workflow we have so you can see all the activities here like set requested it will route the workflow as per the price selected by the user or the item selected by the user in that case it will go for approval that's how you can customize design and you can create your own workflow as per your business requirement so this is something you can attach to your catalog item how to attach it if i go to catalog item any catalog item so let me go to service catalog and in service catalog if i go to maintain items and if i just open any for example standard laptop and you will go to process engine here here you can select which catalog which workflow you want to select so if you have a different workflow customize workflow new workflow that is something you can select in this particular field now this is for workflow but you one thing you have to remind that it is not just you you cannot fill every every field here you have to you have to fill only one of the racket maybe flow workflow maybe or execution plan any one of them not all of them so that is something you can mention workflow then you also have flow designer so if i type flow here flow designer you will find this application float designer under that you have this designer which will show you all the flows you have in your instance and you can create your own flow and add it here then you can select that flow but if you remember only that flow you cannot create both of them workflow and flow otherwise your your your request item or catalog item will not process as expected so you have to select either flow workflow or execution plan so this is how you can design your whole catalog item with the forms with the variables with the order guide with the racket producer with variable sets with workflow and flow designer this basically completes the whole package of service catalog request output there are three different task tables and records associated with service catalog when user place an order to request a service or product it creates records related to the request let's see the overall flow of these different tasks when form is submitted it creates request record which basically gets created in sc underscore request table it is the first request when user submits the form after that now this request may be let's say example it has two different items two different catalog items that means user has added two different items in the card so overall he is requesting one request that is your disk request then we have two different items one is laptop and another one is software install in that case we will have two request items which will create these records in sc underscore request item table req underscore item table one for laptop and another one for software install now laptop and software might have different process and they goes to different teams to process the request as well so in that case every request item will have catalog task records separately and those catalog task records will be assigned to different teams so that they can process the request let me submit a catalog item so that i can show you all these records so if i go to service catalog and here i will go to maintain items let's say i have this standard laptop so if i click this i will click on try it that i can see the form which will be visible to the user now here i will just add these options as well like optional software so i will just select them and then i will just click on order now if i click on order now this will be submitted that's how user will order this item once it is submitted it will show me the request number so it says thank you your request has been submitted now this is the number i was talking about that is req number which basically gets created in sc underscore request table so we have this request number so this is the top level request now because this is the parent request now for that we have an item which we have requested for and that is laptop in that case that you will see here so if i will click this one that is the item included that request it can have multiple items as well and that creates ritm that is something you can see here as of now it is waiting for department head approval so if i go little bit bottom i have approvers let me approve this so that i can show you the third task record so if i just approve this let's see what happens it says it is approved and if i go little bit bottom it is again asking for some approval that is cio approval that's out of the box catalog item so that's the reason so i will approve this again let's see what happens basically this is following the workflow i think now you will understand better that how exactly so whatever workflow you have added that what all approvals it should go where exactly it should be assigned that's what this catalog item will keep on following and keep on creating the racket and you will also be able to see that now here we have order fulfillment this is something staged which i will talk about it later now if i show you here at the bottom here we have the third task records that is catalog task so if i open this one you will see this catalog task now this is the final task the three tables which we were talking about this is the final task basically it is assigned to someone to a team who have to work on that particular catalog item to process the request so that's how you create these three different rackets on different tables when user submits the request so these are all output of request catalog item request stages when request is submitted by the user then users can track the request by knowing the stages of the requested item these stages can be created and customized by admins for different items as per the business requirement so let's say an example that when laptop is requested it goes to manager approval because it follows the different stages so that's the first stage manager approval then it goes to department head for example so that goes to department approval that's the second stage then we have next stage where we have to configure the laptop that means there should be a team who will fulfill the requirement so that means they will configure it so that can be another stage as well and the last stage we will have that is delivered in that case that means employee or whomsoever has requested for that laptop has received the laptop so that's how it follows different stages now as i mentioned these stages are not static these are dynamic even you if you have access in service now in service catalog you can also create these stages let me show you these stages in my personal developer instance in one of the catalog item so let's say if i'm going to catalog item again now here if i go to hardware maybe i will just order this one mac pro i'm selecting these options and when i'm ordering it i will be able to see the stages even i can see the stages at the top of the request where it says stage field but when i am requesting it i can see what all stages this request will go through so if i expand this i can see all the stages you can see here it is waiting for approval first it might be manager approval then it has department head approval these are all different stages you have for this catalog item this is specific to this catalog item you can add any stage you want it's totally up to you what stage you want for different catalog items so these are different stages which any servicenow admin can customize let me create all these records which we have learned in this session catalogues catalog item racket producer and other records which we learned variables variable sets so let's learn about it so i will show you practically how exactly you can create these different records so for that i will go to service catalog application so here i have service catalog so for that first i will go to maintain catalogs that is here i have my catalogs and then you also have maintain catalog so what i will do i will create a catalog first so i will create a catalog new catalog here i will mentioned demo for youtube i'm just i'm just giving a random name here i am i'm the manager and i think that's it i will just manage i will just mention here maybe uh this description and i can just save it so i have created this catalog now under this catalog i have to create catalog items some categories so let me create one category so i will create a category and that is again demo for youtube and then uh then i have i don't have to select anything so i i will not select these things like icons and all i will just submit it so category is also created then i have catalog item so let's create that first so i will create a catalog item here and i will give it a name as again demo for youtube maybe uh submit i think this will be a really a good example so i will mention submit training topic so in that case what i will do i will select the category so we have already created a categories if you will search it will only show you the category which was created for this catalog so i will be able to select this category category is selected i can i can put the details if i want so i can put here i can put here as well and then i have process injure i'm not putting anything here it's i'm just keeping a default execution plan uh pricing nothing portal settings nothing for now um in that case i will submit it that means i will save it it is saved the next thing you have to do you have to create variables but i also need to add variable set so what i will do i will just add existing variable set which we already have in the system so maybe i will select um standard employee questions maybe i will select that uh i think i will add this one i will select this one put it here save it that means this variable set will be visible on my form then i have variables what i will do i will just add a variable i will keep type as single text and i will put the question that question which i want to ask from the user so maybe provide provide training training topic and if i press tab the name will automatically be populated here you can see that i can put the order maybe i will put the order as 50 for now yes it is mandatory so i need to put something and i can just submit it for now once it is submitted you are done so you have created variables you have created variable sets i am not creating these ui policies and all you have categories catalogs and if i click on this try it button i should be able to see that so you can see it is provide training topic i can mention anything like test here it is already selecting who is this requested for and automatically populating as well the current user if you want to change that you can change it from here it says when do you need it today or when exactly that is something you can mention here and just click on order now once it is submitted it it will create this request number it is also showing me the stages access provide service completed and if i click this i will be able to see a request item i have that is this is the requested item you can see the variables the person who will be working on this request item they can see that what exactly the user has provided the data that is something i can see here and then i have catalog task automatically now why exactly this these catalog tasks got created the reason behind it because it has it has selected that execution plan which was on catalog item if you will select workflow it will follow that process if you will add flow it will pro it will follow that process so it really depends what exactly you want so these execution plans are basically by default if you have some maybe a regular request if you have any standard kind of process in your organization for specific items in that case you can just create them by default and keep selecting tim selecting them every time at the same time i can also tell you that if you will use workflow or flows you can definitely make things lot of customization and dynamic when i say dynamic create one workflow and you can drive your whole service catalog that is also possible most of the organizations they are still following that model the developers has created develop all the developers the developers of those organizations they have created those service catalog items in that way so that they have done minimal scripting however they have uh they have followed the dynamic model and that's that will be really helpful for you in order to save your time for development perspectives in the future you have to onboard a new catalog item you don't have to write uh the workflow code again you can just add those configurations and you are done and you can just onboard your new service for any customer you want so this is how you create catalog item catalog and this this is how it creates different tasks