InServiceNow, theService Catalogis the primary module where users canorder services and productsoffered by various departments. The Service Catalog provides acentralized portalfor users to browse and requestIT, HR, Facilities, Finance, and other departmental servicesin a structured and automated way.
TheService Catalogis aself-service interfacewhere users can request predefined services, products, and resources.
It acts as adigital storefrontfor an organization's internal and external services.
Each service request follows aworkflowthat may includeapprovals, task assignments, and fulfillment processes.
Service Offerings:
Users can requesthardware (laptops, mobile devices, monitors), software, access permissions, or HR-related services (e.g., PTO requests, onboarding).
Structured Request Fulfillment:
Each request follows aworkflowwith assigned tasks to the appropriate fulfillment teams.
Example: A request for anew laptopis routed toIT Supportfor approval and processing.
Automation and Approvals:
Some catalog items requiremanagerial or departmental approvalsbefore fulfillment.
Example: Requesting access torestricted applicationsmight need approval from anIT admin.
Integration with Incident, Change, and Asset Management:
The Service Catalog can triggerchange requests, incidents, and asset updatesas part of the fulfillment process.
Access Through the Self-Service Portal:
Users can access theService Catalogvia theSelf-Service Portalfor quick and easy navigation.
What is the Service Catalog?Key Features of the Service Catalog:
Why Option A (Service Catalog) is Correct?TheService Catalogis the correct place toorder services and productsoffered by different departments in ServiceNow.
It provides astructured and automatedway to request, approve, and fulfill service requests.
Why Other Options Are Incorrect?B. Self-Service– TheSelf-Service Portalprovides access to the Service Catalog but is not where services are ordered directly.
C. Service Department– No such module exists in ServiceNow. Departments use theService Catalogto provide services.
D. Customer Service– TheCustomer Service Management (CSM)module is forexternal customers, not internal service requests.
ServiceNow Docs – Service Catalog Overviewhttps://docs.servicenow.com
ServiceNow Learning – Self-Service & Service Catalog Best Practices
References from Certified System Administrator (CSA) Documentation:
