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ServiceNow Knowledge Base template code for our Internal Process articles

Import · Apr 30, 2015 · article

This is a template we commonly use for internal processes. Obviously I can't provide you a link to a live document published with the template, but here's a screen shot of a draft version of the template. It gives you an idea of how it looks.

image

Having a template for our internal processes helps establish a standard of excellence for our content. It guides our writers to ensure that each section is satisfied and we do not miss any details.

<!-- div.margin{ padding: 10px 40px 40px 30px; } table.tocTable{ border: 1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); padding-top: .6em; padding-bottom: .6em; padding-left: .9em; padding-right: .6em; } table.noteTable{ border:1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); width: 100%; border-spacing:2; } table.internalTable{ border:1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); width: 85%; border-spacing:0; } .sp td{ border-bottom: 1px solid; border-right: 1px solid; border-color:#E0E0E0; background-color: #ffffff; height: 20px; padding-top: .5em; padding-bottom: .5em; padding-left: .5em; padding-right: .5em; } .sphr td{ border-right: 1px solid; border-bottom: 1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); padding-top: .5em; padding-bottom: .5em; padding-left: .5em; padding-right: .5em; height: 20px; } .title { color: #D1232B; font-weight:; font-size:25px; } .hd1{ color: #D1232B; font-weight:; font-size:18px; } .hd2{ color: #646464; font-weight:bold; font-size:16px; } .hd3{ color: #7a7a7a; font-weight:; font-size:16 px; text-decoration:; } .hd4{ color: #000000; font-weight:bold; font-size:14 px; text-decoration:; } \-->

<!-- OUTER FRAME - DO NOT EDIT -->

<Process/Application> | Process and Procedure

<!-- Close Title -->

<!-- Open Table of Contents-->

Content
1\. Overview
2\. Process Roles
3\. Process
4\. Procedure
4.1 Subtitle
4.2 Subtitle
4.3 Subtitle
5\. Additional Information

<!-- Box1 - Overview--> 1. Overview


Overview. <Enter an introduction to the article and how the application helps ServiceNow automate or enable the processes described below.>

<!-- Box2 - Process Roles--> 2. Process Roles


Roles used with <Process/Application> are: <A process role defines a set of actitives or area of responsible for a given department or person. Please list actitives each roles is responsible for and any dependencies between them.>

  • Role A

    • What the role does in regard to process
    • What the role does in regard to process
    • What the role does in regard to process


  • Role B

    • What the role does in regard to process
    • What the role does in regard to process
    • What the role does in regard to process


  • Role C

    • What the role does in regard to process
    • What the role does in regard to process
    • What the role does in regard to process

<!-- Back to process Start--> [Back to Process] <!-- Back to process End-->

<!-- Box3 - Process--> 3. Process


The following is a high level process with <Process/Application>. <Include links to procedures and systems where applicable. Remove the systems that do not apply to the process.>

<Add Process Diagram Here>

Steps
Role Environment

<Each step in this table should link to a heading in section 4.>

<!-- Back to top Start--> [Back to top] <!-- Back to top End--> <!-- Close Box5- - Process-->




<!-- Box6 - Procedure--> 4. Procedure


Procedure. <Enter a brief introduction to the procedures described below. Enlist a series of actions or steps taken to achieve an end. Brief statement of who and where. Numbered steps on procedure with screenshot and table of fields and descriptions. Instructions are to to be brief.>

4.1 Subtitle

Who:
Where:

  1. Step 1

  2. Step 2

  3. Step 3

  4. Step 4

  5. Step 5

  6. Step 6

  7. Step 7

  8. Step 8

  9. Step 8

  10. Step 10

    Field Description


    <Insert Image>

<!-- Close: Procedure 4.1-->

<!-- Back to process Start--> [Back to Process] <If the aticle has less than 4 subtitles under section 4, please remove these links.> <!-- Back to process End-->

4.2 Subtitle

Who:
Where:

  1. Step 1

  2. Step 2

  3. Step 3

  4. Step 4

  5. Step 5

  6. Step 6

  7. Step 7

  8. Step 8

  9. Step 8

  10. Step 10

    Field Description


    <Insert Image>

<!-- Close: Procedure 4.2-->

<!-- Back to process Start--> [Back to Process] <!-- Back to process End-->

4.3 Subtitle

Who:
Where:

  1. Step 1

  2. Step 2

  3. Step 3

  4. Step 4

  5. Step 5

  6. Step 6

  7. Step 7

  8. Step 8

  9. Step 8

  10. Step 10

    Field Description


    <Insert Image>

<!-- Close: Procedure 4.3-->

<!-- Back to process Start--> [Back to Process] <!-- Back to process End-->

<!-- Box5 - Process Roles--> 5. Additional Information


Internal Processes

Work Instructions

<!-- Back to process Start--> [Back to top] <!-- Back to top End-->

Additional Information For details on other processes that use ServiceNow internal systems, refer to ServiceNow Internal Processes.

I have provided the code for two of the other common templates we use. I've changed some reference links throughout, and made some text placeholder, so you'll need to alter for your environment as necessary.

See our other templates that we use in the ServiceNow Knowledge Base:

  1. Resource page template
  2. Troubleshooting template
View original source

https://www.servicenow.com/community/now-platform-blog/servicenow-knowledge-base-template-code-for-our-internal-process/ba-p/2282379