How do you record your initial configuration?

[Kody]

Hello,

If you are given a new ServiceNow instance, you will likely have to set up various things to make it available to users.
How do you record the contents of the configuration?
Taking screenshots of everything or writing them down with Word or Excel would be a very time-consuming task.
I don't think you can record the all just by update set.
What other practical methods are there?

[Ankur Bawiskar]

@Kody 

you should maintain a design document and technical design document and keep track of all the customizations done over a period of time.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Dr Atul G- LNG]

Hi @Kody 

Greetings!!

When you say "user," could you clarify which type of user you're referring to? Is it an end user, ITIL user, or an admin?

Each user type has different needs and expectations:

• For end users:
  They typically use the Service Portal, so you can create simple videos for training purposes. You can also refer to Now Create or Asset creation guides for additional support.

• For ITIL users:
  Standard Operating Procedures (SOPs) or Knowledge Base (KB) articles are effective for guiding them through processes.

• For developers:
  Technical documentation is the best approach. It can be attached directly to user stories for easy access and context.

[Mark Manders]

Record your requirements in user stories. The Agile module is delivered OOB.

Create your update sets with the story number so you can always retrace it.

If it's simple stuff like lists or forms, you don't have to document that. Everything else goes into your technical documentation, explaining the why, what and how.
And 'why' has more meaning than one: you have the business requirement (why was this build/customized) and the solution choice (why was it build/customized like this). Example: you need CMDB data imported automatically but there isn't any more money to add to the license cost of integration hub. You import records via the MID Server/importsets/transform maps. When people check the documentation in 4 years, they see that 'why this way' was financially motivated and not because of technical barriers.