Working with ServiceNow Service Catalog

The ServiceNow Service Catalog is a powerful tool that enables organizations to digitize and streamline service requests, from IT hardware and software to HR inquiries and access provisioning. In this hands-on course, you'll learn exactly how to configure and manage a modern Service Catalog using the latest Yokohama Personal Developer Instance (PDI), all through a practical scenario that simulates real-life business needs.

We’ll start with the basics of setting up your instance and understanding how the Employee Center (ESC) differs from the traditional Service Portal. We will explore widgets, end-user experience, and  understand why ESC is becoming the preferred interface for request management(and not only) in modern ServiceNow implementations.

From there, we will build the foundation of your Service Catalog. You’ll learn what a catalog item is, how record producers and order guides work, and how to create your own catalog from scratch.

With clear demos, you’ll follow the creation of a “Laptop Request” catalog item, adding variables, UI policies, and reusable variable sets to enhance flexibility and maintainability.

The course then moves into more advanced topics, including using the Catalog Item Builder for quick item creation and understanding when it makes sense to use it. You’ll also explore record producers, content items linked to knowledge articles, and building a full onboarding kit using order guides.

Automation is a key part of ServiceNow's value, and you'll see how to use Flow Designer to auto-assign requests, including a comparison with the legacy Workflow Editor. To complete the experience, we’ll cover taxonomy, tagging, and topic mapping so your catalog items display properly in the Employee Center.

Finally, we’ll focus on making your catalog intelligent and scalable using taxonomy and topics. You'll learn how to tag catalog items properly and map them to the Employee Center so they show up in the right places, and thus enhancing discoverability and user satisfaction.

By the end of the course, you'll be ready to build a clean, scalable, and smart catalog that feels modern and delivers real value.

Whether you're an admin, consultant, or power user, this course will sharpen your ServiceNow skills.

See you on the other side, let’s build something great together!