{"id":22032,"date":"2025-09-23T15:51:36","date_gmt":"2025-09-23T15:51:36","guid":{"rendered":"https:\/\/in.nau.edu\/its\/?page_id=22032"},"modified":"2026-05-04T21:41:33","modified_gmt":"2026-05-04T21:41:33","slug":"service-catalog-updates","status":"publish","type":"page","link":"https:\/\/in.nau.edu\/its\/newsroom\/service-catalog-updates\/","title":{"rendered":"Service Catalog Updates"},"content":{"rendered":"
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News & Updates \u2022 October 7, 2025<\/h6>\n

Updates to how our NAU community interacts
\nwith our Service Portal<\/h3>\n
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\"A<\/h3>\n
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We’re building out a new, simpler catalog of our services, making offerings and requests more accessible than ever.<\/span><\/p>\n

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We’re currently working to improve the user experience of our public ServiceNow catalogs so that our service offerings, request forms, and support options are more accessible for our community. Previously, finding and requesting services in our public catalogs could be complex or unintuitive for many NAU users. With this effort, we’re looking to solve two problems: make our Service Catalog more clear and concise, as well as consolidate our Request Catalog and Service Catalog into a single service hub.<\/p>\n

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Our goal with building out a new Service Catalog<\/h5>\n

Our legacy Service Catalog doesn’t provide much information about a service offering, nor does it display relevant forms, Knowledge Base articles, or links. For example, if an NAU user goes to our current Service Catalog looking for information about a LOUIE portal, they’ll see a catalog item for LOUIE, but no information or resources for that item outside of the fact that it exists in our portfolio.<\/p>\n

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\"\"Our legacy catalog doesn’t provide much information about the service offering or any actionable items, like request forms.<\/span><\/p>\n

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Our goal with redesigning our Service Catalog is to create more dynamic items that provide users with clear information about a service offering, as well as all relevant request forms, login portals, Knowledge Base articles, and other data in one single place.<\/p>\n

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Our new catalog template brings in all aspects of information and resources for a service offering.<\/span><\/p>\n

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Request forms and the eventual merger of our Request Catalog with our Service Catalog<\/h5>\n

Right now, we’re operating in a ‘split-catalog’ state, where ITS manages the legacy Service Catalog<\/a>, as well as our Request Catalog<\/a>. Our current Request Catalog is the hub of all ‘actionable’ items, specifically for request forms and incident tickets.<\/p>\n

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Our current Request Catalog houses workflows for request forms or incident creation.<\/span><\/p>\n

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Looking ahead, once all of our 100+ service offerings are populated into the new Service Catalog, we’ll be migrating and optimizing all of our current request forms in the Request Catalog into the new Service Catalog, linking request forms to their relevant service.<\/p>\n

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<\/i> The effort to migrate and merge request forms into the Service Catalog is not occurring at the time of the initial launch of the New Service Catalog. At the time of this news release, the ITS Request Catalog and ITS Incident Catalog will remain unchanged.<\/span><\/p>\n<\/div><\/div>\n

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After this eventual consolidation of both catalogs, instead of looking through a catalog of request forms for the right one, you’ll go straight to the service’s catalog item and find all relevant request forms linked directly to that offering.<\/p>\n

For instance, the request form for ‘Canvas Development Shell’ would be housed directly on the Service Offering page for Canvas, so that if a user is looking for a request form relevant to a service offering, they’ll find it linked to the service offering itself.<\/p>\n

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Where we stand today<\/h5>\n

With this news release, we’re excited to announce the go-live of our new Service Catalog into production. This means that our legacy Service Catalog will be retired and replaced with the continually expanding new Service Catalog.<\/p>\n

We worked alongside the ITS Service Desk to narrow down and determine which services were the most highly requested or visible to our community\u00b9, and began our efforts with the top 20. With this go-live, the new Service Catalog will be available with these service offerings\u00b2 and will continue to grow steadily as we work our way through our portfolio of services.<\/p>\n

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The service offerings available in the new Service Catalog today Accordion Closed<\/span><\/h4>\n <\/span>\n <\/div>\n <\/a>\n
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