Catalog Item Questionnaire for ServiceNow

SECTION 1: PUBLICATION AND PRESENTATION (Required)

NAVIGATIONAL CATEGORIZATION: How and where is this Service located in the catalog?
The purpose of a service catalog is to provide a way for customers to order pre-defined goods and services from the IT organization
or other departments. An effective service catalog is made available on-line, leveraging familiar e-commerce metaphors and offers a
consistent and intuitive online ordering experience. Delivering ease of use for business customers as they attempt to access the
catalog is an essential component in both the initial roll-out and the long-term success of the service catalog. Customers must be
able to easily and quickly locate services and service information. Effective use of categories and subcategories ensures a positive
“shopping experience” for business unit customers, increasing the speed with which they will adopt the catalog.
The Navigational Categories are the main groups that the requests are mapped to; this is what the requester sees before accessing
the Catalog Item. For example, under the Navigational Category of Software Services a series of orderable Items appear such as,
Download MS Office Word, for the requesters that wish to obtain a copy of the desired software.

Please pick a navigational category

Category Sub-Category Catalog Item
Web Filtering Services
Security Services Web Filtering Services

Picture to include with Catalog Item: Guide / Suggested Best Practices

Provide a “recommendation” for an image to assist in
Attach or provide link to the picture recognizing and ordering of a catalog item. (e.g. desktop
image for desktop services)
Images should be approximately 160 x 160 pixels

SECTION 2: CATALOG ITEM OVERVIEW (Required)

Provides a high-level, customer-centric answer to the question, “If I request this service, what will I get when it is delivered to me?”
An effective description clearly articulates for the end user customer what they should expect regarding the services to be provided.

NAME (Catalog Item): Guide / Suggested Best Practices

This is the top-level name which will appear in your
Web Filtering Services catalog, and should facilitate easy and quick browsing for
your customers. For this reason, the name should
immediately convey the business value and utility of the
item in the language of your customers.
A 40 character limit for this field is recommended.

SHORT DESCRIPTION: Guide / Suggested Best Practices

Request to Filter specific Web Services The goal is to provide a summary of the Catalog Item and
expected services.
An 80 character limit for this field is recommended.
LONG DESCRIPTION: Guide / Suggested Best Practices

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CATALOG ITEM OWNER:
Security Manager
FULFILLMENT GROUP
Cyber Risk & Security team
CATALOG ITEM VISIBILITY:
 All
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What attributes of this catalog item are most
meaningful to your customer?
The goal is to describe the most relevant and meaningful
attributes of the catalog item in the language of your end
user customers. Items which the description might
address are:
 Features
 Functions
 Benefits
 Scope of service
 What is not included
In addition, identify pre-requisites required in order to
receive this service, as well as recommended services
that complement the service being requested.
This can vary from 6 to 30 lines as required and can be in
HTML mark up (e.g. Bullets and bolding for readability)
Guide / Suggested Best Practices
Owns the definition of the catalog item in the catalog and
is accountable for its accuracy
Guide / Suggested Best Practices
Default owner of the Requested Item record to be
fulfilled. Please use the ServiceNow Assignment Group
names that have been defined if possible.
Guide / Suggested Best Practices
What types of users are able to order this service?
The goal is to describe who can order the service,
preventing those not allowed to order the item from ever
seeing this option in ‘their’ online catalog. Examples
include restrictions by Department (as shown) but other
dimensions may be added.
 SECTION 3: CATALOG ITEM ORDER FORM (Required)
CATALOG ITEM FIELD GLOSSARY AND USAGE GUIDELINES
List the questions/statements (fields) that should be included in the order form. Enter them in the sequence in which they should
appear on the form. This should include fields that are completed by the requestor at the moment of order, as well as fields
completed during the delivery process by various service teams (e.g. provisioned desktop asset id).
The fields in this Order Form table are defined as follows:

Indicate the order of the question as they need to appear in the ServiceNow Catalog Item form, from a
requester’s point of view. If the requester needs to provide a series of information that is related to one
another, group these questions as much as possible. You can use Labels in between sections to separate
groupings of questions.
ORDER OF
QUESTIONS: Business Requirement: <free text>
Devices(s): <search from CMDB>
Start Date/Time:<date/time> (lead time of SLA)
End Date/Time: <date/time>
The various fields describing the information required to make the correct selection or enter the appropriate
information.

QUESTIONS ON Business Requirement: <free text>

THE FORM:
Devices(s): <search from CMDB>
Start Date/Time:<date/time> (lead time of SLA)
End Date/Time: <date/time>
(Optional) Text used to provide guidance to the user regarding how to properly answer the question. See
HELP TEXT:
Figure A in the appendix below for an example.
A field that must be completed by the requester in order for the system to accept the service form.

MANDATORY Business Requirement: <free text>

FIELD: Devices(s): <search from CMDB>
Start Date/Time:<date/time> (lead time of SLA)
End Date/Time: <date/time>
DEFAULT VALUE: The value that would be pre-populated for the field
Describe the if-then statement applicable to make a particular field mandatory or visible/invisible based on
CONDITIONAL the user input (e.g. show field if user selects option A for Question 1).
LOGIC:

Optional values. This may be the values in the checkboxes, drop down lists and/or select list from which an
end user chooses.
CHOICES:

FIELD TYPES: A box or field in which the requester can enter text information. Please specify the
approximate length of text to be populated by an “S” for single line text, “W” for a
Wide line text and “M” for multi-line text (e.g. paragraph). Use “S” for < 80 characters.
FREE FORM TEXT
Business Requirement: <free text>

A small square in which the requester can select it by clicking on it. Checkboxes are
CHECKBOXES
used when the requester may need to select more than one choice.
The Select Box is a dropdown list of many choices in which the requester may select
SELECT BOX
more than one option.
MULTIPLE CHOICE The multiple choice is a list of options show as radio buttons (one selection only)

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 DATE FIELD Provides active calendar for user to specify a date the request is desired.
DATE/TIME FIELD Provides active calendar, including time, for user to specify time and a date.
Look up field that uses the ServiceNow Foundational Data or Data already defined in
the system (e.g. Assignment Groups, CMDB CIs, and Users etc). This option is
REFERENCE preferred to capture user information (location, manager, etc.) instead of using free
form text. Use of this field will be confirmed based on user data entry requirements.
CMDB
Optional. Allows requester to select multiple items in a list simultaneously. This list
LIST COLLECTOR leverages the ServiceNow Foundational Data. For an alternative simpler list use the
Checkboxes.
YES/NO A dropdown with Yes and No as the choices

LABEL Used to separate questions and sections by adding text/descriptions.

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 SECTION 4: PRICING (Optional)
Whether or not an actual charge back system is in place, without price or cost visibility end user customers have little incentive to
moderate their demand. To allow end user customers to balance the value of the service delivered against the cost to their
organization (where charge backs are deployed) or the organization generally (in all cases), initial and ongoing costs associated with
the requested service need to be made known at the point of request.

PRICE (USD): NA XXXX Guide / Suggested Best Practices

 Initial Price: $ 0 Price that will be displayed in the request form.

Note as N/A if pricing is not needed on the form
 Recurring Price (monthly, if required): $ 0
 Price options (Price uplift based on the questions in Table 3.1 above): 0

SECTION 5: SERVICE LEVEL DETAILS (Required)

Guide / Suggested Best Practices
3 Business Days
The delivery time for the completion of the
request to be displayed to the user on the form.
From request approval till request resolution This does not have any relationships with any
SLAs configured on the requested item or tasks.
This is meant to just give an estimate to the
requestor on how long it would take to fulfill the
request from the time of ordering in business
days.

CATALOG ITEM SERVICE DELIVERY EXPECTATION (business days): Guide / Suggested

Best Practices

This is the SDE tied to

Request the end to end delivery
Start Condition: Schedule: XXXX
approval of the catalog
Request being item/service. This is
used for reporting
Stop Condition: moved to Pause Conditions: Request put on hold purposes)
Resolved

SECTION 6: WORKFLOW DETAILS

(Required if multiple automated activities have to happen to)
Once a service request is initiated, approval activities and delivery tasks are triggered in sequence or in parallel to fulfill the request.
This is managed via a workflow

APPROVAL ACTIVITIES (if needed)

This section lists the approvals that are required in the request fulfillment process. If the request does NOT require approvals, then
please leave this section blank.

Selection of approval option: Suppose you need 4 approvals for an item with 1st and 2nd approval as sequential, 2nd and 3rd parallel
and then 4th after 2nd and 3rd. Select the approval option for 1st approval as 1, for 2nd and 3rd as 2 and for 4th select 3.

Approval Approval Type Approving Group Approving Individual

Approval Justification (optional)
Option (Group or Individual) Name Name

1st Individual Line Manager

2nd Group IT Security Team

TASK ACTIVITIES (DECISION POINTS)

In this section outline the tasks required to fulfill a service request. For each task indicate which group or role performs the task,

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 description of the task, whether any conditional logic is needed (e.g. skip this task if…) and the SDE for the task.
Once a service request is initiated, typically a number of delivery tasks are triggered in sequence or in parallel to fulfill the request.
Stringing these delivery tasks together creates a workflow that can be a composite of both manual and automated activities. In this
section, outline the tasks required to fulfill a service request. For each task indicate the following:
Sequence: Indicates a numbering scheme to build the workflow from in numerical order
Task Name: Provide the name of the task
Fulfillment Group: The team/group designated to complete the task
Brief description of the task, this is what will be displayed to the Fulfillment Group
Description: If data generated in one task is needed in a subsequent task, then the task description should
remind the fulfiller to document the data. E.g. Hostname of a server provisioned
If the result of this task could send the workflow in multiple directions (e.g. if approved then x, if not,
Logic / Dependencies:
then y, provide the conditional logic for the task here.
(Optional) Need to define of length of time expected for this task to be completed. This is not
Task SLA: always the Request Estimated Delivery Time, but targets defined (formally/informally) between
internal Fulfillment Groups (such as Application, Infrastructure, 3rd parties, etc.).

Task Service
Fulfillment Logic / Delivery Expectation
Task Name
Sequence Task Description / Instructions (SDE)
(short name) Group Dependencies
(refer to SDE table
below) (OPTIONAL)
1.) Task to 1.) Task to Cyber Risk and
Cyber Risk Security team to perform
1.) Cyber
and activity 1.) NA 1.) XXXX
Risk and
1.) Security 2).NA 2).XXXX
Security 3).XXXX
team to
team
perform
activity

NOTIFICATIONS:

1. When the request is opened

2. When the request is approved
3. When the request is rejected
4. When the request is updated
5. When the request is Resolved

SECTION 7: FEEDBACK (Optional)

Use this section to document any other information or directions related to the request that have not been otherwise captured on this
form. Please include any recommendations/improvements to the form as needed.
Additional comments: Guide / Suggested Best Practices:

Not applicable.

SECTION 9: APPENDIX – FIGURES

Figure A – Help Text (expanded):

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 Figure B – Estimated Delivery Time:

Figure C – Service Name, Short and Long Description:

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