Re: Service Now for Runbooks and Other Documents

Subject: Re: Service Now for Runbooks and Other Documents
From: Robert Lauriston <robert -at- lauriston -dot- com>
To: Amy Janczy <ajanczy -at- inoc -dot- com>, TECHWR-L Writing <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Mon, 17 Sep 2018 11:20:54 -0700

ServiceNow was discussed on this list last month. Look for the thread
with subject ServiceNowFusion.

On Mon, Sep 17, 2018 at 11:00 AM, Amy Janczy <ajanczy -at- inoc -dot- com> wrote:
> My mid-sized telecommunications company is likely moving to ServiceNow for
> ticketing and I will be the lead in determining if this platform will meet
> our Knowledge Management needs. The ability to create Knowledge articles
> from cases and incidents is the critical factor in our selection of
> ServiceNow, and I believe our testing will confirm this feature as adequate
> or better.
>
> Our current (very old) wiki is very task-based so porting the data over is
> going to be very difficult. It is in an old wiki created for step-by
> step documentation with tons of customized templates. If anyone knows
> mediawiki, we do a lot of "transclusion" of small pages updated
> independently which are accessed via drop-down menus within main process
> pages. The wiki is going away. Forever.
>
> Any advice on this? (Yes, we will be using a consultant, I'm just
> gathering information for testing purposes and understanding how this all
> could work.
>
> Dumb question: Can I assume the Knowledge articles could include links to
> the LMS and to Google docs?
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References:
Service Now for Runbooks and Other Documents: From: Amy Janczy

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