Governance Question related to using SNOW Knowledge Bases for Policies and Procedures

[Rebecca B]

I have a few questions related to using the SNOW Knowledge Base as a the document management(policies and procedures) for a organization. I have heard that there may be some concerns related to storing a large amount of documents as attachments in ServiceNow.

What are others doing? Are you storing your policy\procedure information as attachments in ServiceNow? Are you keeping them on other drives and linking within ServiceNow? How are you managing the formatting issues? I understand if we use iFrame tags it could work.

[Marcos Kassak]

Hi @Rebecca B,

I have recently implemented Document Management for a customer:

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/document-services/c...

You can leverage User Criteria for security (roles, groups, users, departments and so on), apply flow for approvals if you want and also create catalog items so you can have your users manage existing files through automated flows.

There is also a capability to create a document and link a URL in case you are storing in SharePoint for example, it's pretty robust.

Let me know your thoughts!

If you found my answer helpful or correct ✔️ in any way, please don't forget to mark it to help future readers! 👍

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Kind regards,

Marcos Kassak

🎯 Solution Consultant 

⭐ ServiceNow MVP 2024

Request.do - A ServiceNow Blog 📓

[Rebecca B]

Thanks Marcos, If I read this correctly it seems that this is not in the current Knowledge Management application , but a different ServiceNow application? Is that correct? 

[Marcos Kassak]

Hi @Rebecca B,

That is another module called Document Management. You can still use KBs and refer to the files inside of the article or use solely DM. It depends on your requirements and approach.