Différence entre Record Producer et Catalog Item dans ServiceNow

Quand utiliser lequel (explication pratique)

Beaucoup de débutants pensent que Record Producer et Catalog Item sont identiques.

Ils apparaissent tous les deux dans le portail.
Ils collectent les informations utilisateur.
Ils créent un enregistrement.

Mais leur objectif est totalement différent.

Choisir le mauvais type rend le système difficile à maintenir.

Différence principale (en une phrase)

Catalog Item → Demande de service avec processus
Record Producer → Création directe d’un enregistrement

Fonctionnement du Catalog Item

Le Catalog Item suit le cycle ITSM :

REQ → RITM → Tâches → Approbations → Livraison

Il représente :

« L’utilisateur demande un service »

Exemples :

  • Demande d’ordinateur

  • Accès logiciel

  • Onboarding employé

Il implique une automatisation métier.

Fonctionnement du Record Producer

Le Record Producer crée directement un enregistrement.

Portail → Script → Enregistrement

Il représente :

« L’utilisateur signale un problème »

Exemples :

  • Créer un incident

  • Signaler un problème

  • Réclamation RH

Tableau comparatif

FonctionCatalog ItemRecord Producer
ObjectifDemander un serviceCréer un ticket
REQ/RITMOuiNon
TâchesAutomatiquesManuelles
WorkflowPrincipalOptionnel
UsageProvisioningSignalement
ComplexitéStructuréSimple

Analogie réelle

Catalog Item = Commander un produit
Record Producer = Remplir un formulaire de plainte

Quand utiliser Catalog Item

  • Plusieurs équipes impliquées

  • Approbations nécessaires

  • Étapes de livraison

  • Automatisation

Quand utiliser Record Producer

  • Création rapide d’un ticket

  • Aucun processus complexe

  • Formulaire de signalement

Erreur fréquente

Créer des incidents avec un catalog item → structure inutile et reporting compliqué.

Conclusion

Catalog Item = Livraison de service
Record Producer = Collecte d’information

Choisir correctement simplifie tout le système.

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Les technologies couvertes incluent Java, Spring Boot, PL/SQL, Azure, CMS, ainsi que l’automatisation des workflows (jBPM, Camunda BPM, RHPAM), DMN/Drools.

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