Knowledge Management Strategy - Questions for Consideration

[MaryG]

To ensure a successful and sustainable Knowledge Management implementation in ServiceNow, it is essential to understand your organization’s goals, content landscape, user needs, and operational constraints. The following questions are designed to help guide your discussions and help refine your strategy. By exploring areas such as governance, content migration, user experience, integration needs, and adoption planning, you can better align the solution to your specific environment and maximize its long-term value.

🔍 Discovery & Strategic Alignment

1. What are your primary goals for implementing Knowledge Management in ServiceNow?
   (e.g., improve self-service, reduce ticket volume, ensure compliance)
2. Who are your key knowledge consumers?
• Employees? Agents? External users?
3. What pain points do you currently face with SharePoint content?
• Outdated articles, poor search, no ownership, low adoption?
4. How do you envision measuring the success of Knowledge Management?
• Ticket deflection rate, content ratings, user feedback, etc.?
5. Are there compliance, legal, or regulatory requirements tied to documentation or retention?

🏗 Governance & Ownership

1. Who will be responsible for overall Knowledge Governance?
   (e.g., Knowledge Manager, KM Committee)
2. Do you have content owners identified for each major department or knowledge base?
3. How do you want to handle content approval and publishing?
• Decentralized (per team) or centralized workflow?
4. Do you plan to allow all employees to contribute knowledge, or only trained authors?
5. Do you require different levels of review (e.g., legal, security) for specific article types?

🗂 Content Inventory & Migration

1. What types of content are currently in SharePoint?
   (Policies, procedures, FAQs, forms, training docs?)
2. Are there existing document lifecycle processes (review dates, expirations)?
3. Do you want to migrate all SharePoint content or only selected, high-value content?
4. How is your content currently organized — by department, topic, format, etc.?
5. Do you want to retain any content in SharePoint and link to it from ServiceNow instead of migrating it?

⚙️ Technology & Integration

1. Do you need integration with cloud platforms like SharePoint, Google Drive, or OneDrive?
2. Do you use Employee Center or Employee Center Pro?
   (This affects how knowledge is displayed and searched)
3. Will you need knowledge surfaced in Virtual Agent or through AI Search?
4. Do you plan to enable mobile access to knowledge articles (Now Mobile App)?
5. Are there any branding, accessibility, or localization requirements?

📈 Adoption & Change Management

1. How do you plan to introduce and promote Knowledge Management internally?
2. Do you have a training plan for authors, reviewers, and end users?
3. Have you considered incentives or gamification to encourage contribution and usage?
4. Do you want to gather feedback from users on article helpfulness and usability?
5. Would you be interested in launching a pilot knowledge base with a small group before full rollout?

🎯 Final Refinement

1. What does a “great” knowledge experience look like for your organization?
2. What are some examples of tools or knowledge portals that your users like or dislike? Why?
3. Are there any business-critical moments (e.g., audits, product launches) that depend on reliable knowledge access?
4. What is your ideal timeline for rollout — and what phases make the most sense to you?
5. Is there anything that could block or delay this project from your side (e.g., lack of resourcing, unclear ownership)?