Laptop Request Catalog Item (ServiceNow Project)
Summary
The Laptop Request Catalog Item project is developed using the ServiceNow platform to automate and simplify
the process of laptop requests within an organization or educational institution.
In many institutions, staff or students need laptops for work, study, or project purposes. However, requesting and
getting approval for a laptop is often a slow manual process.
This project introduces a digital solution that allows users to raise laptop requests online through a Service
Catalog portal. Once a request is made, it automatically moves through a workflow for approval and fulfillment.
By implementing this system, the organization can ensure faster approvals, better tracking, and reduced manual
work. It also improves communication between departments and provides real-time status updates for every
request.
Problem Statement
In traditional systems, employees and students usually send emails or fill out paper forms to request laptops or IT
equipment. This process takes time and often causes confusion due to miscommunication and delays.
Without automation, it becomes difficult to know who is responsible for approval, whether laptops are available in
inventory, or when a request will be completed. As a result, users face delays, and the IT department struggles to
manage multiple requests at once.
To overcome this, there is a need for an automated ServiceNow-based workflow that manages the entire laptop
request and approval process efficiently.
Problem Explanation
Manual laptop request handling involves several steps, such as user submission, managerial approval, and IT
fulfillment. Each of these steps often happens separately through emails or messages.
This leads to problems such as missing requests, late approvals, and inaccurate record-keeping. Sometimes, IT
teams may even issue laptops without official approval, causing asset mismatches.
By using ServiceNow, all these processes can be combined into a single automated workflow. The requester fills
out a catalog form online, enters details like the laptop type and reason for request, and submits it.
The system then sends it automatically to the respective manager for approval. Once approved, the IT department
receives the task to allocate the laptop from the existing inventory. Throughout the process, the requester gets
notifications about the status — whether the request is under review, approved, or fulfilled.
This ensures transparency and reduces manual workload.
Implementation
The project is implemented within the ServiceNow Service Catalog module. First, a catalog item named Laptop
Request is created. This item contains fields for employee name, department, laptop model, and justification.
Next, a workflow is designed using ServiceNow’s Flow Designer. This workflow automatically sends approval
requests to the user’s manager. If the manager approves, the flow moves to the IT department for fulfillment.
The IT team then assigns a laptop, updates the inventory in the Asset Management module, and marks the
request as complete. The requester receives email updates at each step.
Reports and dashboards are configured to help administrators monitor the number of requests, approval times,
and fulfillment rates.
Results and Discussion
After deploying the Laptop Request Catalog Item, the organization experiences smoother and faster operations.
Users can easily request laptops through a user-friendly portal and track their requests in real time.
Managers can approve or reject requests instantly, without needing manual communication. The IT department
benefits from automated task assignments and accurate asset tracking.
The management team gains access to detailed reports and dashboards, allowing them to monitor service
performance and resource utilization. Overall, the system increases efficiency and reduces delays.
Conclusion
The Laptop Request Catalog Item project demonstrates the effectiveness of ServiceNow automation in improving
IT service management within an organization.
It replaces traditional manual processes with a structured digital workflow that handles request submission,
approval, and fulfillment seamlessly. By implementing this solution, institutions can reduce administrative effort,
ensure faster service delivery, and maintain accurate records of laptop distribution.
This project shows how ServiceNow can be extended to other services like desktop requests, software
installations, and equipment repairs, leading to a fully digital and efficient service environment.
Future Enhancement
In the future, the project can be expanded to include a mobile application where users can raise requests on the
go.
Integration with vendor systems can help in managing laptop purchases directly from suppliers. An AI-powered
chatbot can be added to assist users in raising requests or checking status instantly.
The system can also generate automated reminders and feedback forms to ensure continuous improvement in
service quality.
