ITSM Use cases for document management

[ramesham]

Hi,

We have installed the document management(com.snc.platform_document_management) plugin and we want to utilize for ITSM. I need help in identifying the use cases where we can utilize this document management. Can you please share the reference learning or ITSM use cases available.

[Tanushree Maiti]

Hi @ramesham 

As per this blog: When to use Document Management (Document Services) versus Employee Document Management (HRSD)

Common Use Cases:

• Uploading PDFs, images, or policies into a centralized, on-platform repository

• Generating shareable document links for use across incidents, change requests, HR cases, etc.

• Creating Knowledge Articles directly from uploaded SOPs or employee handbooks

• Integrating with tools like SharePoint or Google Drive using Integration Hub

Also check servicenow Documentation : Exploring Document Management 

Following benefits also a usecases where you can use it.

Benefit Feature

Classify documents for organization. Share documents to collaborate with internal and external users.	Document repository
Secure your documents by limiting who can access them. Share documents with selected users and user groups who have Reader, Writer, and Owner permissions.	Document security and access
Maintain versions of documents. Versions can be a file or a URL.	Document versions
Link a document record to other records, which can be any other table or record on the platform.	Document references
Link documents to other records on the platform.	Linking documents to a parent record
Create document lists and add multiple documents to a single list.	Document Management lists
Include documents in activity streams to include and track updates on attached documents to any record.	Document attachments in an activity stream
Send documents for review and approval before publishing.	Document approval and publish process
Digitally sign PDF documents by using your Personal Identity Verification (PIV) or Common Access Card (CAC) card.	Digital signature for PDF documents using CAC or PIV smart cards