This article serves as a quick primer on the differences between ServiceNow Knowledge Management and ServiceNow Document Management. For more information on each product's features, see the respective product documentation.
Product documentation: Knowledge Management
Product documentation: Document Management
Knowledge Management
Enables the sharing of information via a knowledge base(s). Knowledge bases contain articles that provide users with information such as self-help, troubleshooting, task resolution, FAQs, best practices, policies, etc.
Goal: Aimed at sharing knowledge and information that can help users solve problems, learn processes, and adhere to best practices.
Document Management
This provides easy access to important company documents. Acting as a centralized repository for files, handbooks, etc., document management systems are designed to make locating and retrieving files as simple as possible. Document management is essentially a digital filing cabinet; it provides storage and accessibility solutions, but will not automatically capture or analyze data on its own.
Goal: Focused on storing and organizing files and documents for secure retrieval and sharing.
Feature
|
ServiceNow Knowledge Management
|
ServiceNow Document Management
|
| Purpose |
Capture, structure, and share knowledge within the organization. |
Store, manage, and share documents and files securely within the organization. |
| Types of Content |
- How-to Articles (e.g., "How to reset your password in ServiceNow.")
- Known-error articles (e.g. "Users unable to login after updating password")
- FAQs (e.g., "What should I do if I encounter a system error?")
- Troubleshooting Guides (e.g., "Troubleshooting network connectivity issues.")
- Best Practices (e.g., "Best practices for data security in cloud environments.")
- Policy Documents (e.g., "Company IT security policy.")
- Product Documentation (e.g., "User manual for the ServiceNow IT Service Management module.")
|
- Contracts and Agreements (e.g., "Vendor contract for IT services.")
- Polices (e.g., "Company IT security policy.")
- Procedures (e.g., "Procedure for onboarding new employees.")
- Guidelines (e.g., "Guidelines for remote work setup.")
|
| Content Format |
Primarily textual information structured as articles or guides. |
Various file formats such as PDFs, Word documents, Excel spreadsheets, and PowerPoint presentations. |
| Usage |
Sharing knowledge and information to help users solve problems, learn processes, and adhere to best practices. |
Storing and organizing files and documents for secure retrieval and sharing. |
| Examples in Context |
An IT support agent looking up an article on how to troubleshoot a specific software issue. |
A project manager accessing the project plan document to update the project timeline. |
Common types of knowledge articles
- How-to articles – Step-by-step instructions for completing a task
- Known error articles - Provides information on error, root cause, workaround or resolution and affected systems or processes.
- FAQs - Address common questions and issues that users may encounter
- Troubleshooting guides – Offer detailed procedures for diagnosing and fixing problems
- Best practices – Share recommended best methods for performing tasks or development
- Policy documents – Provide guidelines and rules that must be followed, a good candidate for Knowledge Document plugin if stored in Managed Documents
- Release notes – Inform users about new features, enhancements, and fixes in products and software
- Reference guides – Provide detailed information users can refer to when needed.
- Glossaries – Acronym dictionary or company-specific jargon
What about articles such as procedures and policies that can be used for both?
We have a Knowledge Document plugin that allows for documents that are stored in Managed Documents to create and link to a knowledge article. The article will contain the document as an attachment. The document is maintained within Managed Documents, and there is an option to update the article from the document. For more information see the product documentation.
