Knowledge article as guidance content for service catalog items

[Dave Thackeray]

Guidance content can be quite lengthy in advising colleagues how to complete quite extensive forms in the Service Catalog.

We're also sticklers for accuracy and consistency and so I'm really keen that we use workflow features available in the Knowledge Management system.

My vision is that we create and consistently format guidance as a KB article in Knowledge Management, and that passes through an approvals and review process before it's published to the Service Catalog.

This means we can:

• Format guidance content
• Make sure it's consistent by it passing through a workflow
• Use it elsewhere (we favour the Create Once, Publish Everywhere model of content development)

Is this possible? Could we publish in Knowledge Management and then show that content, once approved, inside a Service Catalog item?

Or is there another way to ensure this granular level of governance and consistency?

[Dave Thackeray]

You're an absolute legend, Logan.

1. If we set up a new catalog-facing role with the right ACLs, would that new user be able to create and edit catalog items?
2. Am I understanding this right - once that user had created (or edited) an item, that would initiate the Ask for Approval action, and the item would go to a Group of our choosing to review it before publication?

There's so much to know, here.

I didn't know about the Idea module. I'd really like to explore opportunities around that.

Thanks again.