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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JC Icaro1 · ‎10-26-2016

We have activated it but no one is using it at the moment.

One of the things that our users would like is the ability to edit documents from the web app without needing to download the document, edit, then re-upload (even if it only applies to Microsoft Office documents). I'm not sure if ServiceNow would implement something like that though, it could be a bit tricky since it will require a built in Office viewer/editor or some sort of integration with some app that can provide that service.

justincarrera · ‎10-28-2016

we have similar issues. we will be testing this with a small group first before we deploy it company wide.

I have not heard of editing the documents in service now to be a feature. Yes I agree adding this functionality would be tricky and a large sub-module. But maybe ServiceNow will buy Microsoft Office and it will be fully integrated...

we are having a virtual meet up to discuss Managed Docs , are you interested to be on the call ?

andypickers · ‎11-09-2016

We are looking into Managed Documents as a solution, however we have hit a number of stumbling blocks with the limitations regarding 21CFR Part 11 regulatory compliance. Particularly when it comes to printing out an electronically signed document (using the E-Approval Plugin). The electronically approved print out contains no indication/link the document was electronically signed, therefore it could in theory be further edited in word before printing.....

I would be interested to hear from anyone who may have resolved this issue.

jessealexander · ‎03-05-2018

I'm more interested in using SNOW to keep track of changes in documents than I am in using it as a repository directly. Does anyone have any experience with using it in that way? I'm thinking using SNOW to keep track of changes in documents the way SABLIME (http://sablime.alcatel-lucent.com/) or github would do for code.

Deepthi Bhanda1 · ‎07-24-2023

Is anyone using Document Management for managing documents related to ITSM? Are there any challenges in using this modulle?