Creation of a technical documentation to describe a software handling

[St_phane Guyon]

How to register a techical documentation to describe a software installation, configuration and uninstallation?

It is about having a document including any additional information concerning a software, like 

- is a pre-requisite required?

- is any registry key modification required?

- any additional port / URL to be configured?

Which are the different possibilities in ServiceNow?

- create a new KDB Template?

- use a Record Producer

Thank for your support and feedback

[Astik Thombare]

Hi @St_phane Guyon ,

In ServiceNow, there are a couple of ways to register technical documentation describing software installation, configuration, and uninstallation:

1. Knowledge Base (KB) Articles:

• Pros:
  • Most suitable for detailed, step-by-step instructions with screenshots.
  • Easy to search and access for users.
  • Can be linked to specific configuration items (CIs) or change management records (CMDB) for better context.
• Cons:
  • Not ideal for version control, as updates require modifying the existing article.
  • Limited formatting options compared to dedicated documentation tools.

2. Custom KB Templates:

• Pros:
  • Offer more structure and organization for complex procedures.
  • Can utilize variables and dynamic content based on user input.
• Cons:
  • Requires creating a custom template and potentially scripting for dynamic content.
  • Not as user-friendly for basic documentation compared to KB articles.

3. Record Producers:

• Pros:
  • Can be used to automate some configuration steps during deployments.
  • Useful for repeatable, standardized configurations.
• Cons:
  • Not ideal for detailed instructions or troubleshooting guides.
  • Primarily focused on data collection and workflow automation.

Here's a breakdown of when to use each option:

• Use KB Articles for detailed installation, configuration, and uninstallation guides, including prerequisites, registry keys, ports, and URLs.
• Use Custom KB Templates if you need a structured format for complex procedures or dynamic content based on user input.
• Use Record Producers to automate specific configuration steps during deployments. However, you'll still need separate documentation for user reference.

Additional Considerations:

• Version Control: Maintain separate versions of your documentation for different software releases. You can use KB article revisions or store different versions of custom templates.
• Security: Control access to your documentation based on user roles to ensure sensitive information is protected.

Overall, KB articles are the most versatile option for technical documentation in ServiceNow. They provide a good balance of detail, searchability, and accessibility for users. However, consider custom templates or record producers for specific needs like structured formats or automated configurations.

If my response proves useful, please indicate its helpfulness by selecting "Accept as Solution" and " Helpful." This action benefits both the community and me.

Thanks,

Astik

[St_phane Guyon]

Hi @Astik Thombare ,

I really appreciated your answer. As I am in an early evaluation stage, I can not yet judge if I can qualify your answer as "a Solution".

I´ve already "played" around with a dedicated KDB Template but not yet with "Record Producer".
Thank you