Create KB articles using Chat-GPT

[Anshu_Anand_]

I recently started using chat gpt to get answers of almost all my queries regarding any topic .

So i tried what if chat gpt can create content like KB articles .

We have been sharing and reading KB articles on community from many years but i was wondering can AI also create a KB article or at least help in creating a KB article .

So i asked chatGPT to create a cmdb article for me and surprisingly it created. I asked 

"create knowledge article in cmdb describing difference between asset and ci using examples"

and in return i got a reply totally created by AI itself which you can see below :-

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Title: Understanding the Difference between an Asset and a Configuration Item (CI) in ServiceNow CMDB

Introduction: The ServiceNow Configuration Management Database (CMDB) is a centralized repository for storing information about IT assets and their relationships. In the CMDB, an asset and a Configuration Item (CI) represent different types of entities that are managed and tracked.

Difference between an Asset and a CI: An Asset is a physical or logical entity that has a value and is managed and tracked by an organization. Examples of assets include computers, laptops, servers, software licenses, and network equipment. An Asset record in ServiceNow contains information about the physical or logical entity, its ownership, location, and other relevant details.

A CI, on the other hand, represents a configuration or a component of a configuration that is used to deliver a service. Examples of CIs include applications, databases, servers, and middleware. A CI record in ServiceNow contains information about the components that make up the configuration, their relationships, and their dependencies.

Key Differences:

1. Purpose: Assets are tracked for financial and operational purposes, while CIs are tracked for service delivery and management purposes.

2. Nature: Assets are physical or logical entities with a value, while CIs are configurations or components of configurations.

3. Information: An Asset record in ServiceNow contains information such as ownership, location, and other relevant details, while a CI record contains information about the components that make up the configuration and their relationships.

4. Management: Assets are managed and tracked by the organization, while CIs are managed and tracked by the IT department.

Conclusion: In ServiceNow CMDB, Assets and CIs serve different purposes and represent different types of entities. Understanding the difference between them is crucial to effectively managing and tracking IT assets and configurations in your organization.

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I was totally surprised how it created and anyone can understand it.

I think its good to use these type of AIs to create Knowledge articles if someone is creating a complex article and need content to explain.

[richardbrounste]

I agree that it is impressive what ChatGPT can produce.  I can see how it gathered all this relevant information from information on the internet and brought it together.  Essentially, it has done automatically what any one of us would have done to write such an article: "Gathered relevant information from the internet and string it together into coherent sentences".  We humans are trained to do such things by following an organized methodology.  So, while it is true that ChatGPT is doing its best trying to communicate to humans, it is also accurate to say that the reason it can be so successful is because we humans have been turning ourselves into organized robots.

If I were to write up such an answer, my answer would be similar...except that I have a deeper understanding of CMDB and the difference between configuration items and assets so I would give better examples that are more meaningful and would communicate better to other humans.

For example, I would give examples of components of CIs that are NOT assets since they are not tracked for financial information: like configuration files, database schemas, and web applications.  I would also give examples of financial assets that are not tracked as Configuration Items, such as office equipment and desktops.

Still, ChatGPT did an excellent job.  But I wouldn't worry about it replacing humans anytime soon.

[Justin Meadows]

Hey Anshu_Anand_! I came across this post because @Jace Benson included us both in one of his posts on LinkedIn over the weekend. I just released my recording of something very similar to what you describe here -- a UI action that generates a draft knowledge article based on the short description and then inserts it into the article body.

You can find the video here: https://youtu.be/GV5keaD5Bm4

And you can import the custom action, flows and UI actions from GitHub here: https://github.com/jmeadows82/knowledge_helper 

I agree with your statement about using AI to create articles. I'll add to that (and what I try to show in my video), is that at a minimum they can create a great starting point for a knowledge article as opposed to providing something polished and ready for users. I think there's huge potential here for rapid build-out of a useful knowledge base!

 

[chercm]

@justino how to import those source code and flow into servicenow ?

[Ashok Sasidhara]

ChatGPT is definitely very good for generating an initial draft of the content which we require. But i would say the following 2 skills are prerequisites in order to actually make use of the content for any purpose:

1. The user needs to know how to input proper prompts in ChatGPT to ensure that the initial content generated is reasonably good. 

2. This is the most important factor. The user needs to have sufficient knowledge about the concerned topic to review the content for identifying any mistakes, to consider if any key points are missing and then to finally modify the content as per the user's requirement.

Even in the example which you posted, two important characteristics of Assets are not mentioned anywhere - Contracts and Warranty.

[Morgan Berry]

I agree with all the others.  I have been using AI for writing and imagery for some time now (usually hours spent daily just in C-GPT) and consider myself somewhat successful at getting what I want.  Some key elements I would add/consider to your GPT query.

1) ChatGPT works better is you give it a role to play.  So, telling it to write as if it was a comms writer, or specific role within your organization would help a lot.  Also, consider the audience in the writing.  I have seen a lot of people struggle with the terms "logical" and "physical" in the CMDB for some reason.  It's not for me to say why, but it has been an issue.  Consider telling it which audience and desired output.

2) ALWAYS check its work, especially when asking for facts or specific (like a SN product).  It does tend to inject/forget pieces.

So, something like:
"You are a knowledge manager in a large IT Department tasked with creating an article that must be relatable and understandable by lay people and technical people alike.  With your skills in writing simple yet accurate prose, you should have no problem.  The topic is "create knowledge article in cmdb describing difference between asset and ci using examples".  Let me know if you have any questions or need any information before generating your draft."

If you can add in those persona prompts and guidance into your UI/training then using more brief language would be attainable, and less training for the front-end folks.  Of course, this is all assuming Chat-GPT.  Every model and product have its own set of nuances.

BTW: this is the draft I got back:

### Understanding the Difference: Asset vs. CI in CMDB

In the world of IT, managing information efficiently is critical. Two terms that often come up are "Asset" and "Configuration Item (CI)." Both play vital roles in a Configuration Management Database (CMDB), but they're not the same. Let's break down these concepts with some examples to clear up any confusion.

#### What is an Asset?

An asset is any valuable item, resource, or property owned by a company. This can range from laptops, office chairs, to software licenses. Assets are tangible or intangible items that have value and can be allocated to cost centers within an organization. For instance, the laptop you're using to read this article? That's an asset. The key characteristics of an asset include its financial value, ownership, and the fact that it can depreciate over time.

**Example:** A company purchases 100 new laptops for its employees. These laptops are considered assets because they have financial value, are owned by the company, and their value will depreciate over time.

#### What is a Configuration Item (CI)?

A Configuration Item, on the other hand, is more about the IT landscape. CIs are components of an IT infrastructure that are managed in order to deliver services. They can be physical devices like servers or routers, software applications, or even services. What sets CIs apart is their role in the IT service management framework. Each CI is part of a larger puzzle that makes up the IT service delivery and support system. CIs are tracked and managed for changes because even a small change can affect the entire IT service.

**Example:** Your company's email system is a CI. It includes servers, software, and the network components that enable email services. Managing this CI involves tracking changes, like software updates or hardware upgrades, to ensure the service remains efficient and reliable.

#### Asset vs. CI: The Key Differences

- **Purpose:** Assets are managed mainly for financial accounting, depreciation, and inventory. CIs, however, are managed to ensure they are in a known state and to control changes for IT service management.

- **Management Focus:** Asset management focuses on the financial and inventory aspects. CI management focuses on the impact on IT services and change management.

- **Examples:** A company car is an asset (it's owned and has financial value), but it's not a CI because it doesn't directly contribute to IT services. A company's firewall, however, is both an asset (it has financial value) and a CI (it's crucial for IT services).

#### Bringing It All Together

While both assets and CIs are integral to the operations of a company, understanding the distinction helps clarify how they should be managed within a CMDB. Assets are all about value and ownership, while CIs are about understanding and managing the components critical to IT service delivery.

By keeping these differences in mind, organizations can more effectively manage their resources and ensure smooth IT operations. Whether you're a layperson or a tech expert, recognizing these distinctions is key to navigating the complex world of IT management.

[Morgan Berry]

Oh, and to build off of Ashok's second item, all knowledge should be reviewed and approved by SME of Process/Product Owner/Manager.  It is a reflection of their service, and they need to ensure that it is correct and relatable.  So, making sure you have a good review workflow in place is crucial. 

The idea of using this to generate the Draft is great and amazing, not just for the 80% of content you will use, but also helps set the communication tone and style for the person editing the draft, which can go a long way to making sure all your articles have a consistent feel.  

It's not just the content and to be honest, that is one of the biggest advantages I have when using ChatGPT.  I can have it take on any persona to give me a consistent style of writing.  We humans all have different voices and if your comms person leaves or moves to another area, everything afterwards has a different tone/style based on their replacement.  So, the better you can train your models in style and tone... the more polished your articles will read, and the users gain a clear set of what to expect when reading them. 

Your workflow handles the accuracy and validation checks, and the CPT output handles the style.

I hope this has all been helpful, I have been so far down the rabbit hole in GPT lately I haven't seen daylight in a while.