Can decision trees be enabled in ITSM?
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09-12-2022 08:57 AM
Hi, documentation for guided decisions indicates its available for CSM. Is that feature also available for the IT service management module? Has anyone implemented guided decisions in ITSM?
Kim
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Knowledge Management
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10-12-2022 06:06 AM
I'll third that. Decision trees in Knowledge articles would be HUGE for our workforce. We've used something like this in another system to drastically reduce the amount of new hire training time needed.
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10-12-2022 07:05 AM
This topic is very interesting, we are on CSM and ITSM but have not looked into playbooks and guided decisions at any great length.
I'd be interested to know how hard/time consuming it is to implement, if you currently use "normal" knowledge articles (in the 1000s). Is the purpose to replace having work instructions in knowledge article format or is it a combination of both?
Anyone have some lessons learned from past implementations?
We are planning on using the CSM configurable Workspace, so hopefully it can be used there. I'm not a developer, but it seems a lot of more recent features (actionable feedback tasks for example) requires a more modern foundation to build on which CSM and Workspace/UI Builder offers.
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10-12-2022 08:33 AM
Hi everyone - making decision trees available in Knowledge & self-service Portal has been on our 'wish list' for awhile now. I met with ServiceNow product management about a year ago and shared a bunch of our requirements. I'm happy to share that they are currently working on this and it's currently scheduled for Utah release (that's always subject to change).
The current tool to build/maintain decision trees/playbooks is very clunky and outdated, so they are working to refresh and make it easier to use. They are also working on adding a lot of new features to improve the end user experience and to make the dtrees/playbooks more dynamic. I was really impressed with what I saw.
@jaimehonaker - this would be a great topic for one of our upcoming KM user group meetings!
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10-12-2022 09:58 AM
Decision tree options would be ideal for what we are trying to achieve as an organization. If you could share it here or contact me. I feel like it can be posted here please do.
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10-24-2022 06:45 AM
Can you share what is the current process to create a decision tree?
