Re: ServiceNow/Fusion

Subject: Re: ServiceNow/Fusion
From: John G <john -at- garisons -dot- com>
To: sharipunyon -at- gmail -dot- com
Date: Wed, 29 Aug 2018 16:55:33 -0400

She added this:

Also, training should be provided by the people who are doing the
configuration/development on ServiceNow since these modules will be set up
with a certain amount of customization.

Here is the SN info page however:
https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/product/managed-documents/concept/c_ManagedDocuments.html

This includes information about the Knowledge Document plugin, which
permits publishing managed docs to the Knowledge Base (convenient).

On Wed, Aug 29, 2018 at 4:45 PM John G <john -at- garisons -dot- com> wrote:

> My wife has extensive ServiceNow design experience and says:
>
> Yes, we put runbooks in ServiceNow.
> We put them in the Knowledge Base, but you can also use the Managed
> Documents module and its functionality.
> With Managed Documents, runbooks and other critical documents can be
> created, requested, checked out, edited, checked in, copied, and, if
> necessary, rolled back to an earlier version. Documents can follow a
> customized approval workflow.
>
> Another important aspect is that when documentation is stored in
> ServiceNow, it can be incorporated into the workflow for Change Management.
> So, when a particular technology (represented by a configuration item in
> the CMDB) has a Change, it can follow a customized workflow which includes
> appropriate modifications to the Runbook.
>
> Hope this helps!!
>
> JG
>
> On Wed, Aug 29, 2018 at 3:36 PM Shari Punyon <sharipunyon -at- gmail -dot- com>
> wrote:
>
>> Hi All,
>>
>> Thanks in advance for any replies. I searched back emails, and didn't find
>> anything on this topic.
>>
>> I'm currently working for a "knowledge management" organization in the IT
>> area. We currently keep the bulk of our "runbooks" and other tecnhical
>> documentation in a Confluence Wiki. However, a new management edict means
>> that we will be moving much of our technical documentation to a ServiceNow
>> (Fusion?) portal. This will have the benefit of better integrating with
>> the
>> Configuration management database (CMDB), which holds application and
>> infrastructure information, such as all the server details.
>>
>> It has the negative that it is a far less easy to use system, although
>> we've discovered that if we turn on certain add-ons it will do most of
>> what
>> we do using Confluence and it's plug-ins.
>>
>> My questions are -
>>
>> - Has anyone used ServiceNow to hold documentation, other than a few
>> help articles?
>> - Can anyone point me to good training or documentation?
>>
>> Our bonus difficulty round is that we want to have our SMEs complete the
>> information, and we need an approval workflow.
>>
>> Thanks in Advance,
>>
>> Shari
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References:
ServiceNow/Fusion: From: Shari Punyon
Re: ServiceNow/Fusion: From: John G

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