Catalog Items

Note In this release, as the system cannot synchronize changes to catalog items or categories back to Service Manager, we highly recommend that you only create, edit, and remove catalog items or categories in Service Manager instead of Service Manager Service Portal.


The Organization Administrator uses the Catalog Items application to configure and manage catalog items. Aggregated service offerings and catalog items from end-point systems are published as catalog items in Service Portal catalogs and available to consumers for fulfillment in the Service Portal.

There are two unique Service Portal catalog items: template items and published items. A published item is a variation of a template item, and a published item usually (but not always) has a different name or description than the template item it was created from.

  • Template item:

    • A template item either originates from an end-point system and is imported into an Service Portal aggregation or is manually created by the Organization Administrator.
    • A template item is used as the source catalog item when creating a published item.
    • Modifying a template item causes the change to occur in all published items that were created from the template item. For example, changing the description of a template item not only changes the template item's description, but also changes all descriptions of published items that were created from the template item.
  • Published item:

    • A published item is uniquely created and is not in an end-point system.
    • A published item is created as a target catalog item from a template item.
    • Modifying a published item causes the change to occur only to the published item. That is, changing the description of a published item only changes the description of the published item.

Modifications to aggregated catalog items do not affect the items in the originating system. But if you make changes in the originating system and re-aggregate the item, the catalog item in Service Portal will be updated. Any changes made to the Service Portal catalog item are visible in the Service Portal.

Catalog items can be grouped into categories within a catalog. Refer to Categories for information about categories.


To view catalog items, from the Launchpad, click the Catalog Items application. The Catalog Items view is displayed and all catalog items that have been aggregated from end-point systems are listed. (Refer to Catalog Connect for information about Service Portal aggregations.)

You can filter which catalog items are displayed by any of the following:

  • Select either Template Items or Published Items from the Filter area (the left area).
  • With Templates Only selected, click a category in the Categories list to view only catalog items in a specific category.
  • With Published Only selected, click a catalog in the Catalogs list and additionally select a category in the Categories list to filter the set of catalog items.

Tip To search for specific catalog items, type the search criteria in the Search Items field. Only the catalog items that meet the search criteria are displayed. You can also change the catalog items list to be sorted by the newest or oldest creation dates or alphabetically.

The Organization Administrator can do the following catalog item tasks in the Catalog Items view:


Related Topics

  • Catalog Item Overview – View and specify the basic properties, such as display name, description, category, and main image for the catalog item.
  • Catalog Item Form – View and specify the fields and selections used to order the catalog item.
  • Catalog Item Parameter Aliases – View and manage the parameter aliases for a catalog item.
  • Catalog Item Pricing – View and set the pricing for the catalog item, including the initial price and the recurring price.
  • Catalog Item Gallery – View and specify an image for the catalog item that provides the user with a visual representation.
  • Catalog Item Attachments – View and specify attachments for the catalog item, such as service level agreements, terms, and conditions.
  • Catalog Item Access Control – View and control who has access to the catalog item.
  • Catalog Item Service – View and manage related service actions and support catalog items for a catalog item.