RE: ServiceNow/Fusion

Subject: RE: ServiceNow/Fusion
From: Lin Laurie <linlaurie1 -at- hotmail -dot- com>
To: John G <john -at- garisons -dot- com>, "sharipunyon -at- gmail -dot- com" <sharipunyon -at- gmail -dot- com>
Date: Wed, 29 Aug 2018 20:58:07 +0000

Yes, that's right. It's been a couple of years since I've worked in SN so I forget some of the terminology but you can do all of that.

-----Original Message-----
From: techwr-l-bounces+linlaurie1=hotmail -dot- com -at- lists -dot- techwr-l -dot- com <techwr-l-bounces+linlaurie1=hotmail -dot- com -at- lists -dot- techwr-l -dot- com> On Behalf Of John G
Sent: Wednesday, August 29, 2018 1:45 PM
To: sharipunyon -at- gmail -dot- com
Cc: TECHWR-L <techwr-l -at- techwr-l -dot- com>; TechWhirl (techwr-l -at- lists -dot- techwr-l -dot- com) <techwr-l -at- lists -dot- techwr-l -dot- com>
Subject: Re: ServiceNow/Fusion

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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