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01-17-2024 07:29 AM
Is anyone using the Knowledge Management Module for non-technical processes and information? I'm striving for simplicity, so I'm considering using the Knowledge Management Module for storing internal processes as well.
Examples:
- Major Incident Management Process
- Change Management Policy
- How to fill incident fields
- How to process a new incident
- On-Call Contact procedures and numbers
I have used SharePoint in the past for these internal processes, but I don't want to manage two knowledge repos.
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01-17-2024 10:35 AM
Yes, one of my customers used KM for all internal processes, like you mentioned. The only point is need to update these articles from time to time but the benefit is you can track views & feedback.
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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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03-13-2025 09:50 AM
We do use KM to manage Process Documents. We have a knowledge base specifically for knowledge articles prompted by daily support activities, as well as knowledge bases that capture step-by-step process for activities related to our loan origination process. These process documents are available through our employee portal for end users to access; we have a management strategy around the content using the power of "valid to" and feedback mechanisms already built into our knowledge template.
