Scope of Knowledge Management

Marcus Walbridg
Tera Expert

‎11-03-2023 02:05 PM

Good afternoon,

 

I have a question regarding Knowledge Management.  What content should be stored in a Knowledge Base and what should not?   Based on documentation, I have found that, at a high level, knowledge is a support tool.  This means self service, troubleshooting, or task resolution.

 

One of our teams wants to store their process documentation within a Knowledge Base specific for their team.  This doesn't seem like it fits the definition.

 

Should we store process, system, and other forms of documentation in Knowledge Bases, or is this bad practice?  I have gotten mixed opinions from CTA's and no clear answer from ServiceNow Documentation.

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Kilo Patron
Kilo Patron

‎11-04-2023 03:51 PM

I guess canonically if the information is used to help deliver a service, it can be stored in a Knowledge Base.

But, I guess, the service supported by material stored in a given Base should not necessarily be an IT service.

So if some team delivers some service (not necessarily IT) and to deliver that service process documents need to be stored, I would say it is OK to create a dedicated Base for that team and let them store their process documentation in there.

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