Document Management / Policy Signature

[tiago1]

Hey All!

I'm researching whether ServiceNow can be used as a Document/Policy Management system.

There a few requirements that we'd have to meet and I was thinking whether we could use Document Management for this. Did anyone come across something similar?

1. Version control

2. See previous versions of a document

3. Ability to have policies route to users in specific countries or locations

4. E-signature (some times just a checkbox, but we might also need docusign integration for certain scenarios)

5. Ability to resend policies for signature once a year

6. Reporting data to see who signed and who didn't

[abbasshaik4]

Hello @tiago1,

Yes, ServiceNow can be used as a document and policy management system: 

• Employee Document Management

  Allows users to specify retention policies, apply legal holds, and configure access by document type. 
• Managed Documents

  Allows users to check in and check out documents, version them, classify them, add reviewers, and set approval rules. 
• Document Management

  Allows users to manage large numbers of documents efficiently. 
• Knowledge Document plugin

  Allows users to create and link documents stored in Managed Documents to knowledge articles. 

A document management system (DMS) software solution helps organizations store, organize, track, and manage their electronic documents and files. 

Please refer to the link below:
https://www.servicenow.com/community/now-platform-forum/document-management-system/td-p/2949265

If it is helpful, please mark it as helpful and accept the correct solution. In future, it might be helpful for someone to refer to this solution.

Thanks & Regards,

Abbas Shaik

[tiago1]

Thanks Abbas, I think my main concern with this project is around the user acceptance (and sometimes DocuSign signature)! Let's say if we have a policy and need to send for 5000 users for acceptance/signature - how would we handle that?

[Eduardo Robali1]

Hi Tiago!

Did you find a servicenow solution for your project? We have a similar requirement. Thanks!

[tiago1]

We did, let me try to summarize in a few bullet points:

- We enabled Version Control for Knowledge Management, which gave the authors the ability to compare different versions in Agent Workspace.

- Created a Knowledge Base for Policy Management and created some custom fields like Attestation Audience (using User Criteria records) and whether a signature is required for each Policy. More fields were created to decide the levels of approval - the most complex policies have up to 4 levels of approvals.

- When an article/policy moves to Publish, a Flow is triggered and in case a signature is required, this flow creates an HR Case for that policy and one HR Task with the type e-Signature per user in the Attestation Audience. 

- When the users e-sign the HR Task, it gets closed and it's marked as signed.

I'm happy to talk more about it and understand your requirements. This was one of the most complex projects we did last year and here I'm oversimplifying everything - it took us 3 or 4 months of Dev work to get this completed.