Has anyone implemented Standard Operating Procedures in ServiceNow?

[Priya7]

We have some SOP(Standard Operating Procedures) with a list of steps to be followed by the resolver group working on incidents . 

Ex: whenever an incident is of certain type step 1 is gather type of event and other details step2 is advise specific maintenance team responsible, step 3 is log ticket in respective ticketing system  and so on . 

The process steps could be simple steps to be followed and these could be within or outside ServiceNow . 

So our requirement is that this process flows should be designed in ServiceNow and if anyone fails to follow these steps the flow should fail and advise the owner group. Could anyone help if ServiceNow has any such solution to be implemented and some useful links or any of your experiences with your clients?  

[Community Alums]

Hi Priya,

You can use knowledge management to store all the SOPs. That's the right place for SOPs. Use the User criteria on those articles which is  best way to manage who can see an article.

You can also Create "User Guides" to manage SOPs, follow this this link to implement user guides:https://docs.servicenow.com/bundle/rome-platform-user-interface/page/administer/navigation-and-ui/co...

Also, follow this thread which will help you :https://community.servicenow.com/community?id=community_question&sys_id=86378b29db1cdbc01dcaf3231f96...

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Priya7]

Hi Sandeep, 

Thanks for your response ! KB articles/User guides are definitely a good fit for storing the docs, however the challenge is that if someone fails to follow the steps listed in the document We would like to have an automated flow that fails and reports non- compliance with the procedure . 

Could that be achieved in ServiceNow at all especially if procedure is handled outside ServiceNow ? 

Thanks,

Priya

[ajaysnow202]

Hi Priya, did you get SOP (Standard Operating Procedures). I need one if you can share it will be big help Thanks! My email Address is Ajaysnow2023@gmail.com!