NXP Semiconductors faced issues with their ServiceNow catalog system, which had over 4,000 catalogs on a single portal used by three different user environments.
Overview
NXP Semiconductors faced issues with their ServiceNow catalog system, which had over 4,000 catalogs on a single portal used by three different user environments. The vast number of catalogs caused confusion and inefficiencies in the request process.
Problem statement
- Users were overwhelmed by having to sift through 100+ results for a single catalog search.
- Each catalog had its own workflow, and the request was to use these workflows efficiently.
Duration
6 months
Results
Solution: Implemented a solution using ServiceNow's Record Producer:
- User Experience: Introduced a set of questions tailored to the user's department and needs.
- Automation: Based on user responses, the system automatically added the relevant catalog item to the user's cart, simplifying the selection process and reducing confusion.
Success Story: The implementation significantly improved the user experience:
- Users now see only the most relevant catalog items based on their answers, streamlining the request process.
- This solution reduced the number of search results and improved efficiency in catalog requests.
Discuss a similar project
Talk with our ServiceNow consultants about Discovery, CMDB, catalog optimization, automation, or GRC — tailored to your operating model.
