ServiceNow as a Document Management Solution

JC Icaro1 · ‎08-03-2016

Is there anyone here using ServiceNow as a Document Management Solution? I just wanted to know about your experiences and what applications you used, eg. Managed Documents, Knowledge Management, any custom applications etc. I would also like to ask about your workflow, ie. how you go from creating a document, to managing the different document versions, and if there are applications (even if it is custom) that you can use to edit documents from within ServiceNow rather than needing to download them, editing on your desktop using Microsoft Office/Other Desktop Apps, then uploading it back.

Goran WitchDoc · ‎10-26-2016

Well, it was like 6-9 months ago (Pre helsinki version) that we took a look at it and I wasn't the primary one looking deeper into it.

For background we were using Sharepoint at the moment(think my former job still does as well). So that is the one we were comparing against.

This is the fragments 😃 I can remember and most of this was what we could find our self. So some of this things might not be true, it's just that we didn't find it.

Doesn't have the version handling with checkout doc etc. like you can do in sharepoint.
Didn't either find a good way to handle versions and approval flows.
Couldn't find any good reference customer with ServiceNow that was using it and where we could come and see with our own eyes how it should be done.
But the thing that I know made us take a step back was that it doesn't seem to be so much information about it and when we went to Knowledge 16, we couldn't find a single session about managed documents, which made us start thinking how much does ServiceNow value this functionality, Will it evolve in future release or slowly decay? I takes a lot of work to move everything into ServiceNow and at that point, we didn't feel secure enough that till would be solution that will be usable for many years.

Hope this helps you thinking about Managed Documents. But like i wrote, it was pre helsinki. I haven't had the time to look if there been any major changes in Helsinki or Istanbul version.

//Göran

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cathykamm · ‎10-16-2016

We are designing the Document Management module. We have the work flow, change request and infocard designed. This is our language for the design elements. I'd love to be in touch with others using or intersted in the module.

denwil · ‎11-22-2017

We use Document Management and it works very well for us. We are now in the process of creating a custom workflow that will eliminate one of the approval (Review) steps. We feel Approve step is all we need, the review should be done offline before the document is submitted

Goran WitchDoc · ‎10-16-2016

We took a look at it at my old job and we didn't think it matched our demands. I think it all depends on your demands. It might be good enough for some, but if you want a fully document management solution, I don't think ServiceNow is mature enough yet.

//Göran

justincarrera · ‎10-24-2016

goranlundqvist , I am curious to know what are the demands your company had that Service now could not satisfy ?