Knowledge Management - best practices for structure of KBs

[lisawalbrid]

We are just setting up Knowledge on our instance and how we have implemented in DEV so far is that we have four KBs: Self-help, Policies and Procedures, Tech Knowledge, and Training. All functional areas will have categories that feed into these KBs. This was done intentionally to reduce the silos that the organization is working to break down. However, everyone I talked to so far in ServiceNow has said that we should set up Knowledge with functional area KBs instead (HR, IT, etc.) and have self-help, policies, training, etc. be the categories. 

Our knowledge manager feels that setting it up to integrate our functions will be better for AI Search and will be better when we begin to use generative AI down the line. She said that we can control permissions at the category level and all the way to the article level if we want. 

I asked this question at Knowledge this past week and I was told that setting it up this way can be done, but it's not best practice because the permissions can put a strain on the system.

What are your experiences, thoughts, feedback on how we are setting it up? We are thinking of redoing what we implemented and setting it up by Functional Area KB like everyone is telling us is the 'right/best' way to do it. 

I couldn't find a Knowledge board or anything close, so I just picked one...

[lisawalbrid]

Thank you! That is exactly what we have. We have tight governance and ownership groups for functional areas within this centralized model.