What you'll learn

Ad-hoc requests and unstructured communication don’t scale in growing organizations. Service teams lose visibility, approvals stall progress, and employees struggle to get what they need. In this course, Optimizing Service Catalog and Request Fulfillment, you'll learn the skills to streamline service delivery using ServiceNow’s Service Catalog and Service Request Management. First, you’ll explore how the Service Catalog supports scalable IT service delivery, including how users interact through the Employee Center and Service Portal. Next, you’ll follow a real-world scenario from Globomantics Pharma to walk through the full request lifecycle—from submission to approval, fulfillment, and closure—gaining hands-on insight into how requests are processed. Finally, you’ll dive into designing and managing catalog items, working with variables and automation through Flow Designer, and applying best practices to avoid common pitfalls. When you’re finished with this course, you’ll have the knowledge and skills to confidently build and manage service catalogs and request fulfillment workflows in ServiceNow, helping your organization deliver consistent, efficient services at scale.