Knowledge Review Process

[Garima26]

In my organization, the current process has individual articles owned by various person/teams, which are reviewed independently for an application/service. Eg - Outlook may have articles owned by different support teams. What is the best practice to group articles by Service in ServiceNow?

[Pam Calvey]

My company's articles (internal only) are 95% 'owned' by the support team that owns the CI. Some more generic process articles are owned by a more generalized group, like the Service Desk knowledge team.  

[Keryn]

It would be helpful to know what type of organization you're working for and who the knowledge base(s) is used by.

I support an IT Service Desk and manage articles that the agents use for troubleshooting issues and requests. I also help manage the end user articles in a separate knoweldge base.

For self-service/end user articles, we don't use the ownership field for the articles (even though we are forced to put in an owner). That's bc even though "owners" can get an email reminder that their article is expiring, they usually don't bother to follow up or they've left their position. Nevertheless, I prefer the group ownership option over individual owner because individuals go and their name isn't useful once they're gone.  So I would give ownership to the product owner for each application if I had to choose a group.

For internal articles, we just put the SMEs/POCs in a content list at the bottom of the article and use that to follow up with questions or the annual review process.  We don't use the ownership field activated.

[Leri Andrews]

In the HR knowledge base that I manage, we are using 'Ownership Groups' based on the category an article is created in or the country it supports (using a custom field). I would not advise this due to nobody in the group thinking any notifications or tasks apply to them because it's not 'to' them.  And because the notifications go 'to' the author of the article, they tend to leave the company and nothing happens.  So I can't tell you best practice, but only that it has to work practically however you choose to do it.