In Service Catalog Management, categories are used to logically group catalog items to make

navigation easier for users. Categories help organize items into meaningful sections, ensuring that

users can quickly locate the services they need.

For example:

"Software Requests" can be a category containing catalog items like "Microsoft Office," "Adobe

Photoshop," and "VPN Access."

"Hardware Requests" can include items like "Laptops," "Monitors," and "Keyboards."

Why Are Other Options Incorrect?

A . Variable Sets ❌ – Variable sets are reusable groups of variables for catalog items, but they do

not organize items into groups.

B . Catalog Items ❌ – Catalog items refer to individual service requests (e.g., "Request a Laptop"),

but they are grouped using categories, not other catalog items.

C . Sections ❌ – Sections are used in forms to group related variables together, not for organizing

catalog items.

Reference:

ServiceNow CSA Documentation – Service Catalog Management

ServiceNow Official Product Documentation – Organizing Catalog Items

(https://docs.servicenow.com)