Self-Service & Automation

The Service Catalog provides a self-service storefront where users can request services, hardware, software, and access. It is one of the most-tested topics on the CSA exam.

Catalog Architecture

• Catalog — Top-level container (e.g., Service Catalog, Hardware Catalog).
• Category — Organizes catalog items (e.g., Hardware, Software, Access).
• Catalog Item — A requestable service or product with variables (form fields).
• Record Producer — A special catalog item that creates records on a target table (not sc_req_item).
• Order Guide — Bundles multiple catalog items into a single, guided ordering process.
• Content Item — Static information/instructions (not orderable).

Request Fulfillment Flow

1. User browses the catalog and submits a request.
2. A Request [sc_request] record is created as the parent container.
3. One or more Requested Items [sc_req_item] are created (one per catalog item ordered).
4. Each Requested Item may generate Catalog Tasks [sc_task] for fulfillment teams.
5. Approval workflows trigger if configured on the catalog item.
6. Fulfillment teams complete catalog tasks.
7. Requested Item is marked Closed Complete when all tasks are done.

Variables are the form fields on catalog items. They collect information from the requester and are stored on the sc_req_item record (in the variables table, sc_item_option_mtom).

Variable Types

• Single-Line Text, Multi-Line Text — Free text input.
• Select Box (dropdown), Lookup Select Box — Choice selection.
• Checkbox, Yes/No — Boolean inputs.
• Reference — Links to a record on another table.
• Date, Date/Time — Date pickers.
• Attachment — File upload.
• Container Start/End, Label — Layout elements (section headers, spacing).

Variable Sets

• Reusable collections of variables that can be shared across multiple catalog items.
• Defined once, applied to many — avoid duplicating the same variables on each item.
• Example: A 'Requester Details' variable set with Name, Department, Phone could be added to all items.

Service Portal provides a modern, mobile-friendly user interface for end users. It is the primary self-service interface for requesting services, browsing knowledge, and tracking requests.

Service Portal Components

• Portal Record — Defines the portal URL suffix, theme, and homepage.
• Pages — Individual pages within the portal, built with containers, rows, and columns.
• Widgets — Reusable components that display data or provide functionality (catalog, KB search, etc.).
• Themes — Control the visual appearance (colors, fonts, CSS).
• Branding Editor — Visual tool to customize the portal appearance without code.

Flow Designer is ServiceNow's no-code/low-code automation platform. It replaces the legacy Workflow Editor and is the preferred tool for building automations.

Flow Designer Components

• Flow — An automated process with a trigger, actions, and logic. Runs server-side.
• Trigger — The event that starts the flow (record created, updated, scheduled, inbound email, etc.).
• Actions — Steps the flow performs (create record, update record, send email, ask for approval, etc.).
• Subflow — A reusable sequence of actions that can be called from multiple flows.
• Spokes — Pre-built integrations with third-party services (Slack, Teams, Jira, etc.).
• Action Designer — Create custom reusable actions with inputs, script steps, and outputs.

Flow vs. Workflow

SLAs define the expected response and resolution times for tasks. They create measurable commitments and trigger escalations when breached.

SLA Definition Components

• Table — Which table the SLA applies to (e.g., Incident).
• Start condition — When the SLA clock starts (e.g., when incident is created).
• Pause condition — When the SLA clock pauses (e.g., incident is On Hold awaiting caller).
• Stop condition — When the SLA clock stops (e.g., incident is Resolved or Closed).
• Duration / Schedule — Target time to complete (e.g., 4 business hours).
• Schedule — Business hours calendar (e.g., 9 AM – 5 PM Mon-Fri).

SLA Workflow/Flow Actions

• Notification at percentage thresholds (e.g., 50%, 75%, 100%).
• Escalation — Reassign or notify management when approaching breach.
• Task SLA record [task_sla] — Created for each record that matches an SLA definition.
• SLA stages: In Progress → Paused → Achieved/Breached.

Approvals route records for authorization before proceeding. They can be triggered by flows, workflows, or approval rules.

Approval Concepts

• Approval Rules — Conditions that automatically generate approval requests when a record matches.
• Group Approvals — Route to a group; any member (or all members) can approve.
• Sequential vs. Parallel — Approvers can be ordered (must approve in sequence) or simultaneous.
• Approval activities track the full history of approval decisions.
• Approval delegation — Users can delegate their approval authority when out of office.