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Subject:Re: ServiceNow/Fusion From:John G <john -at- garisons -dot- com> To:sharipunyon -at- gmail -dot- com Date:Wed, 29 Aug 2018 16:45:27 -0400
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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