Service Catalog and Request Management Process Guide


A Service Catalog is a repository of IT services that support selling and delivering the services to customers. A Service Request is a user request for information, a standard change or access. Request Fulfilment is the process that engages IT support teams in delivering the required service.


Process Guide: 

This guide is intended to be distributed to the customer in advance of the Implementation Workshop to give them an opportunity to understand the process that will be discussed and configured during the workshop.  This guide gives a very detailed explanation of the process we will be encouraging the customer to follow.  

In this guide, you’ll find additional recommendations from ServiceNow Professional Services beyond the specific out-of-the-box (OOTB) functionality. You may add additional functionality to what’s offered, but you should only do so in scenarios when you will achieve a required business outcome that can’t be achieved using an OOTB method. When you follow this approach, your upgrade paths will be smoother, and you’ll be better able to expand your use of the Now Platform®.

For an explanation of OOTB functionality please see

Once the workshop has been conducted it is expected that the guide be updated to reflect the specific process design agreed with the customer.  This should then be given to the customer to approve as a form of early acceptance criteria before any product configuration begins.  The customer can then use this guide as their formal process documentation to be provided during an audit.

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Last Updated:2020-06-01 01:37:55