What is the best way to keep track of SOPs in ServiceNow?

[jpanis]

Hi all,

What is the best way to keep track of SOPs in ServiceNow?

I have tried to do a high level search in the Community and found "Knowledge Management" and "User Guides" were among the responses to this question.

A followup question for this would be what is the best practice for keeping the SOPs private to only the group that it belongs to? This is a requirement from our end user.

Regards,
Joseph

[Uncle Rob · Accepted solution]

SOPs are usually just document data, so Knowledge Articles are the best bet for containment.
KB Articles also have the benefit of user criteria, which would probably be good enough to handle your security requirement as well.

[PN2]

Hi Robert,

Is User Criteria the only way or best practice recommendation to handling SOP's in Knowledge app? 

[Uncle Rob]

No.  Its the best way to manage who can see an article, no matter the content.