Knowledge Base Best Practice
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2 hours ago
Hey all, we're about a year into our ServiceNow journey and are working to get our Knowledge into a good place.
The partner that worked with us to set up ITSM designed it so that there are two knowledge bases: IT and Public. Regardless of which one you use, the approval goes to two people.
We want to redesign this so that KBs written by the server team get approved by the server lead. KBs written by the networking team should be approved by the networking lead, etc. We still want to maintain just two audiences: either IT or public (the entire company).
To accomplish this, our current partner suggested that we have a separate knowledge base for each of the eight IT departments. This sounded like a good idea, but has had some undesirable effects on the employee center side.
Our employee center has a knowledge button that allows staff to peruse all articles published for them. In the top left there is a Knowledge Bases dropdown that allows them to browse through various knowledge bases. This is overkill, end users don't care which team published the article. There's also a Categories section. We're now seeing duplicate categories in this list. For example, we have two Zoom categories due to one team writing a Zoom KB in their knowledge base and then a separate team writing a separate article in their knowledge base. We're a small enough IT group that we're going to see overlaps like this with some applications.
I want to get this right and now is the time as we only have 100 or so KBs published.
I'd love to hear what everyone else is doing. For what it's worth, we're an IT team of 25 with about 1,200 employees. Thank you!
