u/techgeeksumo

We’re working on a ServiceNow implementation where two teams handle similar employee requests, but their approval and fulfillment steps are slightly different.

We kept them as separate catalog items initially because that was the simpler option. Now we’re adding more requests and starting to see the same pattern in a few other areas, so I’m wondering whether we should keep treating them separately or consolidate them.

For people who’ve dealt with this in larger ServiceNow environments, how did you handle it?

I’m particularly interested in what happened as the catalog grew. Did keeping similar items separate become a maintenance problem, or did combining them create more complexity with all the team-specific conditions?