Knowledge vs Content

[cmspitzer]

I realize ServiceNow has adopted the KCS methodology and with that alone, I'm thankful!  My question is around the definitions between knowledge vs content.  Discussions are happening as to what information should go into ServiceNow and what should be held in other repositories like Jira, Confluence, SharePoint, Box etc.  Wondering what others have done to help address this what efforts have been done to make it more black and white versus gray with what goes where.  Again, looking for a best practice type of verbiage we can refer back to and or a decision tree we can use when our customers seek to understand.  Thank you!

[Ramesh Lohar]

ServiceNow is a powerful platform that can handle a wide range of information, but it's important to have a clear strategy for what goes where. Here's a general guideline:

1. **Knowledge**: This typically refers to information that is used to resolve incidents, fulfill requests, or guide decision-making. In ServiceNow, this is often stored in the Knowledge Base. This can include articles, FAQs, how-to guides, and more.

2. **Content**: This is a broader category that can include any type of information or data. In ServiceNow, this might be stored in various places depending on its nature. For example, incident records would be stored in the Incident table, while customer information might be stored in the Customer table.

3. **Jira, Confluence, SharePoint, Box**: These tools each have their own strengths and are often used in conjunction with ServiceNow. For example, Jira might be used for agile project management, Confluence for collaborative document creation, SharePoint for document storage and collaboration, and Box for cloud storage.

Here are some best practices to consider:

- Use ServiceNow for incident, problem, change, and request management. This includes storing related knowledge articles in the Knowledge Base.
- Use Jira for tracking and managing development tasks.
- Use Confluence for collaborative creation of documents and knowledge articles that are in the draft stage.
- Use SharePoint for storing and sharing documents that are not directly related to incident resolution or request fulfillment.
- Use Box for storing large files or data sets that are not suitable for ServiceNow.

Remember, these are just guidelines and the best setup for your organization may vary depending on your specific needs and existing infrastructure.

For ServiceNow Live Classes, Books, Sample Resumes, Interview Questions, CSA Quizzes.
And getting better services's on ServiceNow you can visits our website.
Please visit : https://nowkb.com/home
Our Website :https://nowkb.com/home
nowKB.com

[Dr Atul G- LNG]

Hi @cmspitzer 

 If you are using SN then i will say use SN only bcz in SN you can create 

Knowledge Article

You can use agile and replace Jira

 bcz the tool you mentioned has been build for specific purpose. and SN is for other purpose. 

May be you can post your question here as well

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