Knowledge Base Architecture, Best Practices and considerations

[angelawheel]

Hello, We are a hospital system that has been running our intranet based on established departmental hierarchy. As we look at the knowledge base structure. Is it better to go with a 1 internally public KB and many internally private? Or 
1 KB for every department. Even though some knowledge may be shared system wide. 

Thank you, 
ARW

[eric_hemmer]

Hi ARW - Are you using ServiceNow as your intranet?  If so, I run a special interest group of customers who are doing this and I'd be happy to invite you to join us.  

To answer your question, customers normally create separate knowledge bases when the articles will be managed by different owerners and managers or require different workflows for publication, review, and retirement.  It can also help when organizing content by owner.   

[angelawheel]

Eric, please invite me to that group, And thank you for the advice.

[eric_hemmer]

By the way, does that mean you are using ServiceNow as your intranet?  If so, great work!  I like to track instances of this for our records but the only way I find out is through word of mouth.  Thank you!

[angelawheel]

We are not at this moment, but I need to understand all angles to make solid recommendations.