I work as a Service Architect in an organisation that uses ServiceNow. To date, we create Customer Service Designs in a variety of formats such as Excel, Word or PowerPoint. Ultimately, elements of these designs that will be used in Service Operations, need to be re-keyed, re-posted or recreated in a document repository, the ITSM platform, or both.
As such, I was looking to understand if, and how, Knowledge Articles could potentially be the vehicle of Service Designs, handed to Service Introduction, and ultimately land with Service Operations in the form of Knowledge Article, Ops Manuals or other configuration in ServiceNow.
Does anyone have experience of such an approach?
Any and all insight and guidance would be very much appreciated.
