ServiceNow or Sharepoint

[DaveThibode]

Hello everyone,

                We're still relatively new to ServiceNow and are working through a debate around where different types of documentation should live—specifically policies, procedures, training guides, and other reference materials. For example, if you have a 150-page training document with 45 separate screen shots, would you store it in ServiceNow or SharePoint?

One perspective is that maintaining large documents in ServiceNow can be more challenging, while uploading and managing the document in SharePoint is quick and straightforward. Our Support Desk Manager, who came from a large and mature ServiceNow environment, is strongly opposed to creating and maintaining very large knowledge articles within ServiceNow.

On the other hand, our ServiceNow account team and implementation partner recommend storing documentation in ServiceNow, citing the additional capabilities around knowledge management, governance, audience targeting, approvals, reporting, and content lifecycle management.

I've also looked at recommendations from Copilot and ChatGPT and found mixed opinions depending on the use case.

I'm curious how other organizations handle this. Specifically:

• Where do you store policies and procedures?
• Where do you store training materials and user guides?
• Do you maintain content in both platforms, and if so, how do you determine what belongs where?
• Have you established document size or content-type guidelines for ServiceNow Knowledge vs. SharePoint?

I'd appreciate hearing what has worked well (or not worked well) in your environment.

Thanks,

Dave

feel free to reach me direct. dave.thibodeau@growfinancial.org