The current PowerPoint based Service Support Guides (SSGs) were originally introduced some 5 1/2 years ago, being stored in the Service Management area of SharePoint. Currently the Systems & Services CI record in the ServiceNow CMDB already stores a significant amount of the information held in an SSG e.g. Business Owner, Service Owner, Support Team, Technical owners, and Infrastructure diagram via the Business Service Mapping feature. As a result of a review of the location of service support information, it makes sense to store all such information, including Service Handbooks, in one place.
With effect from Monday 30 November all service support information are now captured in the relevant System & Service CI record and all the published SSGs are being progressively migrated to their relevant CI records over the coming weeks.
Going forward a completed Service Support Guides template and Service Handbook must be attached to all change requests for Go Live or significant upgrades. A link to the Service Support guide template has been added to the User Documents section of the ServiceNow Change module and a new Go Live change request link added to the New Change section of the Change module.