Knowledge Base Guidance and Governance

[cmspitzer]

As a Knowledge Product Owner, I'm seeking for guidance on what levers typically are pulled when approving a "new" Knowledge Base.  Why?  If a business unit in an organization wants their "own" knowledge base versus using the can read option - is there a discussion and or checklist you discuss with the customer to help guide to best practices and or governance of this?  Thank you!

[Ahana 01]

Sure, when considering the creation of a new Knowledge Base in ServiceNow, there are several factors to consider. Here are some key points to discuss with the customer:

1. **Purpose and Scope**: Understand the purpose of the new Knowledge Base. What kind of information will it contain? Who will be the primary users? Is there a specific reason why the existing Knowledge Base(s) cannot meet these needs?

2. **Governance**: Discuss who will be responsible for maintaining the Knowledge Base. This includes creating, reviewing, and updating articles, as well as managing user access.

3. **User Access**: Determine who will need access to the Knowledge Base. Will it be available to all users, or only a specific group?

4. **Integration with Other Systems**: If the Knowledge Base needs to integrate with other systems (for example, to pull in data or to allow users to access it from another platform), this will need to be planned and set up.

5. **Training**: Users will need to be trained on how to use the new Knowledge Base. This includes both end users (how to search for and use articles) and administrators (how to create and manage articles).

6. **Review and Approval Process**: Establish a process for reviewing and approving new articles. This ensures that the information in the Knowledge Base is accurate and useful.

7. **Metrics and Reporting**: Plan how you will measure the success of the Knowledge Base. This could include metrics like usage statistics, user satisfaction, and the impact on service desk call volumes.

8. **Migration Plan**: If the new Knowledge Base is replacing an existing one, plan how the existing articles will be migrated. This includes reviewing the articles, deciding which ones to keep, and updating them if necessary.

9. **Timeline**: Establish a timeline for the creation and launch of the Knowledge Base. This includes time for setup, testing, training, and migration of articles.

10. **Cost**: Discuss the cost of creating and maintaining the Knowledge Base. This includes the cost of the ServiceNow license, as well as any additional costs for integration, training, and ongoing maintenance.

Remember, the goal is to ensure that the new Knowledge Base meets the needs of the users and the organization, while also being manageable and cost-effective.

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[Dr Atul G- LNG]

Hi @cmspitzer 

Request you please add your question here :

https://www.servicenow.com/community/knowledge-managers/bd-p/knowledge-managers-forum-board