ORDERING A WIFI ROUTER VIA SERVICENOW SERVICE CATALOG

A PROJECT REPORT
ON
NM1051 SERVICE NOW ADMINISTRATOR
Submitted by

GANGIREDDY NARAYANA REDDY 721121104011

DIDDEKUNTA JASWANTH REDDY 721121104008
KOTAGIRI SIDDHARTHA 721121104023
NATHI VENKATA SIVA REDDY 721121104032

in partial fulfilment of the award of the degree of

BACHELOR OF ENGINEERING
in
COMPUTER SCIENCE AND ENGINEERING

STUDY WORLD COLLEGE OF ENGINEERING COIMBATORE –

641 105

ANNA UNIVERSITY: CHENNAI 600 025

DECEMBER 2024
 ANNA UNIVERSITY : CHENNAI 600 025

BONAFIDE CERTIFICATE

Certified that this project report ‘‘ORDERING A WIFI ROUTER VIA

SERVICENOW SERVICE CATALOG’’ is the Bonafide work of

“GANGIREDDY NARAYANA REDDY (721121104011), DIDDEKUNTA

JASWANTH REDDY (721121104008), KOTAGIRI SIDDHARTHA

(721121104023), NATHI VENKATA SIVA REDDY (721121104032) who carried

out the project work for the Naan Mudhalvan Course.

NM1051 SERVICE NOW ADMINISTRATOR.

SIGNATURE SIGNATURE
Mr. S.M.K.RAMAKRISHNAN M.E., Prof. S.GANESH, M.E., (Ph.D).,
FACULTY INCHARGE – NAAN MUDHALVAN HEAD OF THE DEPARTMENT

Dept. of Computer Science and Engg. Dept. of Computer Science and Engg, Study
World College of Engineering Study World College of Engineering,
Coimbatore - 641 105 Coimbatore - 641 105

Submitted for the project viva-voce examination held on………………..

Internal Examiner External Examiner

I
 ACKNOWLEDGEMENT

We would like to praise and thank our lord almighty without whose
blessings this work would not have been done.
We wish to express our earnest great fulfillness to our beloved Chairperson,
Dr. VIDYA VINOD for her encouragement extended to us to complete this
project work.
We express our sincere gratitude to our respected Principal and Chief
Operating Officer Dr. P. GOMATHI, M.E., Ph.D., for her valuable guidance to
carry out this project successfully.
We express our sincere thanks to our beloved Administrative Officer
Mr.M.M. MANOHARAN, for his continuous encouragement and support to
us to complete this project work.
We express our sincere thanks to our Head of the Department, Mr.
S. GANESH, M.E., (Ph.D.) for his enthusiastic encouragement and
involvement.
We express deep sense of gratitude to Mr.S.M.K. RAMAKRISHNAN,
M.E., Assistant Professor of Computer Science and Engineering Department
for his initiative suggestions, valuable advice, and everlasting encouragement
for the progress and successful completion of the project.
We extend our special thanks to our staff members and technicians of
Computer Science and Engineering Department for their consistent help in
successfully completing the project work.
Last but not least we thank our friends who enabled us to complete this
project successfully.

II
 ABSTRACT

Ordering a WiFi Router Via ServiceNow Service Catalog

To create a user-friendly, automated solution that enables employees to request

and procure network equipment efficiently while adhering to organizational
policies and approval workflows. The project involves designing a catalog item
with a customizable request form, integrating it with existing workflows for
approvals, inventory checks, and order fulfillment. By leveraging ServiceNow's
capabilities, the solution ensures transparency, reduces manual intervention, and
provides real-time tracking of request statuses. The outcome is a standardized,
scalable system that improves operational efficiency and enhances the user
experience for IT hardware procurement.
Keywords:
Service now, Service Catalog ,Wi-Fi Router, IT Hardware Procurement,
Request Management, Workflow Automation, Approval Process, Fulfillment
Tracking, Network Equipment, User Experience, Process Standardization, IT
Service Management (ITSM), Inventory Integration, Self-Service Portal, Digital
Transformation

III
 TABLE OF CONTENTS

CHAPTER NO TITLE PAGE NO

ABSRACT III

LIST OF FIGURES VI

LIST IF ABBREVATIONS VIII

1 INTRODUCTION 2

2 PROJECT DESCRIPTION 4

2.1 Problem definition 4

2.2 Overview of the project 4

2.3 Module description 5

2.3.1 Workflow for creating and approving knowledge articles 5

2.3.2 Table data visualization 5

2.3.3 Accessibility of Knowledge bases 5

2.3.4 Analytics and reporting 6

2.3.5 Integration of automated workflow 6

3 SYSTEM TESTING 8

3.1 Unit testing 8

3.1.1 Incident creation forms 8

3.1.2 Automated state transitions 8

3.1.3 Role based permission 8

3.2 User interface testing 8

3.2.1 User-friendliness 8

3.2.2 Error-free Interface 8

IV
 3.3 Workflow testing 9

3.3.1 State transitions 9

3.3.2 Notifications 9

3.3.3 Escalation 9

3.4 End-user validation 9

3.4.1 Clarity of incident updates 9

3.4.2 Accessibility of incident updates 9

3.4.3 Efficiency of issue resolution 9

4 SYSTEM IMPLEMENTATION 11 – 23

5 RESULT 24-27

V
 LIST OF FIGUERS

FIGURE TITLE PAGE NO

NO
1 Navigation of Service Now
11
2 Search for Maintain Categories
11
3 Category Employee Assest Request
12
4 Search for Maintain Items
12
5 Filling the details of Catalog Item
13
6 Adding variables to the Item
14

7 Filling the details of Variable Address

14
8 Opening Portals
15
9 Selection of Service Portal 15

10 Selection of Catalogs 16

11 Selection of Category and adding to Service portal 17

12 Search for Work flow editor 17

13 Opening of work flow editor 18

14 Adding Work flow to the catalog item 18

15 Request for item 19

16 Placing Request 20

VI
17 Opening of My Requests 21

18 Opening of Request Record 21

19 Opening of Request item 22

20 Approval 22

21 Opening of the Service Catalog Task 23

VII
 LIST OF ABBREVIATION

1. PDI – Personal Developer Instance

2. UI – User Interface

3. IT – Information technology

4. KPIs – Key performance indicators

5. KB – Knowledge base

6. SN – ServiceNow

VIII
CHAPTER - 1

1
 CHAPTER - 1
INTRODUCTION

“Streamlining IT hardware procurement through the ServiceNow Service Catalog, with an

emphasis on enhancing the process of ordering Wi-Fi routers. Key aspects include workflow
automation, approval processes, and inventory integration to ensure a seamless and efficient request
management experience. By utilizing the self-service portal, users can easily access the catalog, submit
requests, and track fulfillment statuses in real time. The project aligns with principles of IT Service
Management (ITSM), enabling process standardization and improving the user experience. This
initiative contributes to digital transformation by optimizing the acquisition of network equipment
within the organization.

2
CHAPTER – 2

3
 CHAPTER - 2
PROJECT DESCRIPTION

2.1 Problem definition

The current process for ordering Wi-Fi routers in many organizations is often manual, time- consuming,
and prone to inefficiencies. Employees may face challenges such as unclear procedures, lack of visibility
into request status, and delays caused by manual approvals and inventory checks. Additionally,
inconsistent workflows can lead to miscommunication between requesters, approvers, and IT teams,
resulting in delays and errors in procurement. The absence of a centralized platform further exacerbates
these issues, making it difficult to standardize processes and ensure compliance with organizational
policies. This project addresses these challenges by leveraging the “ServiceNow Service Catalog” to
create an automated, user-friendly solution for requesting Wi-Fi routers. The goal is to provide a
transparent, efficient, and scalable system that streamlines procurement while enhancing user satisfaction
and operational efficiency.

2.2 Overview of the project

This project focuses on developing a streamlined and efficient system for ordering Wi-Fi routers through
the ServiceNow Service Catalog. It involves designing a dedicated catalog item with a user- friendly
interface where employees can request Wi-Fi routers by providing necessary details such as quantity,
location, and purpose. The system integrates automated workflow management for approvals, ensuring
compliance with organizational policies, and connects with inventory systems for real-time stock
validation. The solution also includes a transparent fulfillment tracking feature, enabling users to
monitor the progress of their requests from submission to delivery. By leveraging IT Service
Management (ITSM) best practices, the project aims to standardize the hardware procurement process,
reduce manual intervention, and enhance the overall user experience. Ultimately, this initiative
promotes operational efficiency and supports the organization's broader goals of digital transformation
and process automation..

4
2.3 Module description

2.3.1 Workflow for Creating and Approving Knowledge Articles

Ordering Wi-Fi routers is designed to ensure accurate, consistent, and high-quality information is
available to users. This workflow begins with the creation of a draft knowledge article by a designated
author, outlining key details such as how to access the catalog, submit a router request, and track its
status.

Objective: To streamline the dissemination of information, enhance the user experience, and promote
self-service by providing clear, accessible, and standardized guidance..

2.3.2 Table data visualization

This module incorporates a Table data that shows graphical representations, such as charts, graphs, and
dashboards, to display and analyze relevant data related to the ordering process. These visualizations
can be generated by querying the underlying ServiceNow database tables that track request information,
approvals, and delivery statuses.

Objective: The project's to provide both users and administrators with real-time insights into the
procurement process.

2.3.3 Accessibility of Knowledge Bases

Ensuring that the relevant knowledge articles and resources are easily accessible to all users who may
need them. This includes providing clear instructions on how to order a Wi-Fi router, troubleshooting
steps, FAQs, and guidelines for tracking the status of requests.

Objective: To empower users with the information they need to independently navigate the process of
ordering and managing Wi-Fi routers.

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2.3.4 Analytics and Reporting

A module that monitors and reports on how well the new workflow is working. This covers tracking,
evaluating, and optimizing the procurement process.
❖ Important attributes:
User Interface Design: Enables users to easily navigate, select the appropriate Wi-Fi router, and
submit requests without confusion.
Catalog Item Details: Clear, concise descriptions of the Wi-Fi routers available for order,
including specifications, features, and options.
Real-Time Fulfillment Tracking: Ability for users to track the status of their request, from
submission to delivery, including any approval steps

Objective: To provide data-driven insights that help improve decision-making, enhance process efficiency,
and ensure transparency throughout the procurement process.

2.3.5 Integration of Automated Workflow

This module aims to streamline and enhance the efficiency of the entire procurement process..
Automation includes routing requests for approval, triggering inventory checks, notifying relevant
parties at each stage, and updating request status in real-time..

Objective: It enables faster processing times, improves transparency by providing real-time status
updates, and enhances compliance by ensuring requests adhere to organizational policies .

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CHAPTER – 3

7
 CHAPTER – 3
SYSTEM TESTING

Understanding the Testing Scenarios

The provided testing scenarios are essential for ensuring the quality and reliability of a ServiceNow
incident management system. Let's delve deeper into each:
3.1 Unit Testing
3.1.1 Incident Creation Forms:
• Validate the functionality of form fields, dropdowns, and buttons.
• Ensure mandatory fields enforce proper input validation.
• Test correct mapping of form data to incident records.
• Verify incident creation with accurate details (e.g., issue type, priority).
• Ensure error messages display correctly for invalid or incomplete input.
3.1.2 Automated State Transitions:
• Test automatic state changes (e.g., "New" to "In Progress" to "Resolved").
• Verify transitions trigger at appropriate stages based on workflows.
• Ensure state changes reflect accurately in the incident record.
3.1.3 Role-Based Permissions:
• Validate that users only see and perform actions permitted by their roles.
• Ensure that approvers, end-users, and IT personnel have appropriate access.
• Prevent unauthorized access to sensitive incident details

3.2 User Interface Testing

3.2.1 User-Friendliness:
• Assess ease of use in navigating forms and workflows.
• Validate that instructions and labels are clear and actionable
3.2.2 Error-Free Interface:
• Ensure there are no crashes, glitches, or performance issues.
• Test for accurate error messages and system recoverability..

8
3.3 Workflow Testing
3.3.1 State Transitions:
• Confirm that incidents move through defined states seamlessly.
• Test edge cases, such as interrupted workflows or incorrect transitions.
3.3.2 Notifications:
• Validate that notifications are triggered at appropriate stages (e.g., creation, resolution, escalation).
• Ensure email and in-platform alerts contain accurate and relevant information.
3.3.3 Escalations:
• Test automatic escalation of high-priority or overdue incidents.
• Verify correct routing to higher-level support teams or managers..

3.4 End-User Validation

3.4.1 Clarity of Incident Updates:
• Test that updates to incidents (e.g., status, comments) are clearly displayed.
• Validate timestamps, action logs, and assigned personnel visibility
3.4.2 Accessibility of Incident Updates:
• Ensure users can access updates through multiple channels (e.g., portal, email).
• Verify updates are accessible to all roles with appropriate permissions..
3.4.3 Efficiency of Issue Resolution:
• Assess how the workflow minimizes resolution time.
• Validate integration with inventory and support systems for quick actions..

By thoroughly testing these aspects, organizations can ensure that their ServiceNow incident
management system is efficient, reliable, and user-friendly, leading to improved incident resolution
times and increased end-user satisfaction.

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CHAPTER – 4

10
 CHAPTER – 4
SYSTEM IMPLEMENTATION
Implementation
Activity-1:

1. Sign in to ServiceNow.

2. Sign up for a developer account on the ServiceNow Developer site

“https://developer.servicenow.com”.
3. Once logged in, navigate to the "Personal Developer Instance" section.
Click on "Request Instance" to create a new ServiceNow instance.
4. Fill out the required information and submit the request.
5. You'll receive an email with the instance details once it's ready.
6. Log in to your ServiceNow instance using the provided credentials.Now you will
navigate to the ServiceNow.

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7. Open “Maintain categories” >> New

8. Fill the details as below

9. To add a new Service Catalog item in ServiceNow, follow these steps to enter a title for the category,
select the catalog, and upload the images. Here’s a step-by-step guide
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 1. Enter a Title for Category
2. Select the Catalog in Which You Are Going to Add
3. Upload the Desktop Image
4. Upload the Icon Image
5. Save
10. Open “Maintain Items” >> New

13
11. Fill the details as below

12. Steps to Add a New Service Catalog Item in ServiceNow

1. Give a Name for the Catalog Item
2. Select the Catalog
3. Select the Category
4. Save the Item
5. Go to Portal Settings and select the Request

13. Add variables to the Item

Click on Variables >> New

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14. Fill the details as below

15. Steps to Add Variable for Catalog Item

1. Give a Question for Catalog Item
2. Name is Autopopulated
3. Save the variable
16. Open “Portals”

15
17. Select Service Portal

16
 18. Select Catalogs

19. Select Edit

Select the Category and Add to Service Portal and Save

17
 20. Search for Workflow Editor

21. Open Workflow Editor >> New Workflow

Create a workflow for process Automation

Step-by-Step Implementation :
1. Item Request by User:
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 • A user submits a request for an item through a form or a specific request interface.
2. Approval Workflow:
• The request goes into a pending state, awaiting approval from an authorized user or admin.
• Notifications can be sent to potential approvers to review the request.
3. Catalog Task Creation:
• Upon approval, a task is created in the catalog or inventory system to process the request.
• This task involves verifying item availability, preparing the item for delivery, etc.
4. Email Notification:
• Once the catalog task is completed and the order is successfully placed, an email is sent to the
user notifying them of the successful placement of their order.

22. Add the workflow to the item

19
 23. Open Service Portal and make a Request for item

Enter additional variables (such as quantity, preferred delivery date, and comments) below the
item field in a request form and then submit the request.

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24. Placing Request

25. Open “My Requests”

21
26. Open Request Record

27. Open Request item

22
 28. waiting for approval

Then Task is created

29. Open the Service Catalog Task

Click on Close task

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CHAPTER - 5

26
 CHAPTER – 5
RESULT

Email Notification will be sent

1. Open “Emails”

2. Check the Email

Order is placed Succesfully

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 3. Conclusion:
In summary, S e r v i c e N o w S e r v i c e C a t a l o g s u c c e s s f u l l y a d d r e s s e s t h e
challenges of manual, time-consuming, and error-prone procurement
processes

• Enhanced efficiency through automated workflows.

• Improved transparency via real-time status tracking
• a better user experience facilitated by intuitive forms and accessible knowledge bases

In the end, the project demonstrates how modern technology can enhance productivity, reduce manual
effort, and ensure a seamless procurement experience for both end-users and IT teams.

Scope for the future development:

The project has laid the foundation for an efficient, automated, and user-friendly procurement process.
However, there are several opportunities for future enhancements to further improve functionality,
scalability, and user satisfaction.
• Integration with External Vendors.
• Automation of Service Level Agreements (SLAs)
• Improved User Feedback Mechanisms.

These developments can evolve into a comprehensive, intelligent, and sustainable IT procurement platform,
ensuring it continues to meet the growing needs of the organization and its users

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.

Scope for the future development:

The project provides a wide range of opportunities for future improvements, guaranteeing scalability
and flexibility to meet changing organizational needs. Among the possible developments are:
• Predictive analytics is integrated to foresee incident trends and resolutions.
• Improved visualization tools for monitoring event states in real time.
• Multichannel alerts for better tracking and communication of incidents.

These developments will improve user experiences, increase operational effectiveness, and further hone
incident management.

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