Managing content requests

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Managing content requests

    Content Governance in ServiceNow Yokohama streamlines the process for employees to request, track, review, approve, and publish content. It integrates with Content Publishing, enabling content managers and admins to efficiently manage content requests from creation through publication.

    Show full answer Show less

    Key Features

    • Content Request: A system-generated record that tracks each employee's content request and manages the workflow.
    • Content Request Item: Provides detailed information about the type and status of content being created; multiple items can be linked to a single request.
    • Reviewers: The requester is the default approver, with options to add more reviewers including managers.
    • Assignment Groups: Groups such as Content Admin and Content Manager (included out of the box) receive and manage content requests; custom assignment groups can be configured.

    Content Request Process

    • Step 1 - Request Content: Employees submit content requests via a form, adding details, comments, and attachments.
    • Step 2 - Assignment: Content managers review and assign the request to a content creator.
    • Step 3 - Content Creation: Content creators develop the content in the content library linked to the request; each content item associates with only one request.
    • Step 4 - Review: Completed content is sent to the requester for review; content must be part of a publish plan before review and is locked during this phase.
    • Step 5 - Approval: Requesters and additional approvers review, suggest edits, and approve content. Only rich content, news, and portal content types support preview.
    • Step 6 - Publishing: Upon approval, content is published according to the configured publish plan.

    What This Enables for ServiceNow Customers

    This workflow provides a structured, transparent system for managing content requests, ensuring content quality and alignment before publication. It helps content teams collaborate effectively, track progress, and maintain control over content lifecycle stages, ultimately delivering timely and approved content to employees.

    Content Governance provides a streamlined way for employees to ask for content to be created, track the progress, preview the content, and approve it before it is published.

    Content Governance integrates with Content Publishing to provide content managers and admins an efficient way to fulfill and manage content requests. Content managers and admins can view these requests, assign it to a content creator, review the content, approve or make suggestions, and publish the content to make it available to their employees.

    Content Governance and Content Publishing features enable the end-to-end content request, fulfilment, and publishing process

    Content Governance components

    Content request
    A content request is a system-generated record that tracks the status of an employee's content request and facilitates the Content Governance workflow.
    Content request item
    A content request item provides additional details about the content request and the type of content to be created. You can have multiple content request items associated with a content request.
    Content request items also provide a status or state of the content being created.
    Reviewers
    By default, the employee who made the content request is also responsible for approving the content for publishing. The requester or manager can select additional reviewers.
    Assignment groups
    An assignment group is a group of users that receive the content request. Content Governance includes two assignment groups out of the box: Content Admin and Content Manager, which contain the users with those roles. To configure a new assignment group, see Configure assignment group types

    Content request process overview

    The following process overview provides a high-level understanding of how employees and content-producing teams use Content Governance.

    Step 1: Request content
    A user fills out the Content Request form, providing details about the needed content. Once the user submits the form, the system creates a content request record, where the user can add comments and attach files.
    Content request form
    Requesting content
    Step 2: Content request is created and assigned
    The content manager opens the content request record to review the request details and assign it to an employee responsible for creating content.
    Content manager can view the request details and assign the request to the content creator
    Tracking content requests

    Assign content request to content creator

    Step 3: Content is created and scheduled
    Once the request is assigned to a content manager and the content request is updated to the Work In Progress state, the content manager can create content in the content library directly from the request page. This associates the content with the content request for tracking purposes.
    Note:
    Content can only be associated with one content request.
    The assigned content creator can create content from the Content Governance interface
    Creating content through Content Governance
    Step 4: Content is sent to requester for review
    When the content creator is done, they send the content to the requester for review. Content must be associated with a publish plan before it can be sent for review.
    Note:
    Once a Content Request record is in the Review state, the associated content is locked to prevent further editing.
    Content creators can send content for review from the Content Library interface
    Step 5: Content is reviewed and approved
    The requester receives the review request as a new task in their portal and via email notification. The content requester and any additional approvers do the following:
    • Review the content
      Note:
      Only rich content, news, and portal type content can be previewed
    • Suggest edits or changes
    • Approve the content
    The requester and other reviewers access the review request from the My Tasks button in the portal
    Previewing and approving a content request item
    Step 6: Content is published
    After the content creator implements any feedback and the content is approved, the content is published based on the configured publish plan.