- My View
I've been doing some poking around trying to decide:
1) If there is a correct answer at all
2) Pros/Cons of using Knowledge management or Managed Documents in conjunction with Knowledge articles
3) Does SN really even care which of these you use?
I came across a couple of postings that seem close-
but the dates lead me to believe that these were stagnant conversations, and ServiceNow is really not all that committal to what they are really going to see through to the end.
Seems like an overly complicated way to manage your documents, particularly if all you really want to do is to manage (read basically version) your KB articles
If you generate a Managed document
Pretty easy to create/updated, but out of the box there really doesn't seem to be a way to systematically maintain your articles, besides hiring a PTE or FTE to do nothing but cull through the documents...
I'd love to hear from others who have used either and how they came to their conclusions on which to utilize or if they just use a combination of the two.
I could see where an entity might use the managed doc route to manage internal process around operational knowledge of how to perform process x, y or z, and use the KBs for more of your public facing documents that describe process or how to's which would be presented to end users prior to Incident submission to assist in end user self help.
some quick comments.
*Versioning exists now for articles as well. Need to activate a plugin to get it working. That will also get you subscription which lets people subscript to specific article or knowledge base.
Biggest things here is that I think managed documents isn't really something that is being prioritized from ServiceNow. I haven't myself used it so much.
I think it's something that been tagging along for quite some time and it's just there. Mainly before to trying to give the customers some kind of documentation system like sharepoint or similar.
Knowledge is moving forward, for example just look at the new knowledge portal and the adding of versioning and subscribe. And it's all about sharing information. Both internal and external. Having knowledge for just storing external documents isn't really what it's for either.
ServiceNow Witch Doctor and MVP
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