Are there any standard knowledge article categories that should be a part of every knowledge base?

[shivali27]

Hi,

Just wanted to know if there' any industry best practice in terms of knowledge article categories? Are there some categories which should always be included or it pretty much depends on the audience who will consume these artifacts? We're just starting out with designing a knowledge structure so any help with the standard practices will be helpful.

Thanks a lot!

[Anshu_Anand_]

OOTB categories are enough as beginners.

You can add new ones also whenever you want.

First try to find different groups/ types of people in your organization.

since there are multiple people working under multiple groups you have to list down a list of groups categorized by their needs.

If some teams are working in CMDB or related to ITOM, create ITOM as a category. same for ITBM,ITSM

Operations groups ,database groups, network groups, security groups, Hr management.

Many categories you can think of in terms of your organisation.

Try to make a blueprint .

some community and articles for Knowledge best practices

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/product/knowledge-management/to...

https://blogs.servicenow.com/2020/improve-knowledge-management.html

https://community.servicenow.com/community?id=community_question&sys_id=bfd7072ddb1cdbc01dcaf3231f96...

https://community.servicenow.com/community?id=community_question&sys_id=0cb192561b249410fff162c4bd4b...

https://community.servicenow.com/community?id=community_article&sys_id=637ffc92db519490d82ffb2439961...

Every thing about knowledge management

https://support.servicenow.com/now?id=ns_search&q=knowledge&s=true&pp=kb_article_view

If its helpful, please mark answer as correct