knowledge management implementation advice

danavoss
Kilo Contributor

‎01-10-2017 07:43 PM

As part of our initial roll-out of ServiceNow we are launching the KM module.   We have our initial requirements gathering session in a couple of weeks with our implementation partner.   We don't currently have a KB but like most organizations we have hundreds and hundreds of articles/documentation/how-tos, etc.

I'm looking for advice on how best to structure things in ServiceNow.   What questions should we be prepared to answer?   I'd be grateful for any tips you can share on where to start, KB design suggestions, KB article ownership/management, or pointers to successful knowledge base implementations.

Thanks,
Dana

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Brad Tilton
ServiceNow Employee
ServiceNow Employee

‎01-11-2017 07:43 AM

Hi Dana,



Having helped quite a few customers setup knowledge over the years I've seen a few things consistently be successful.



  • Make it easy for people to submit knowledge, the barrier to entry should be low. This could result in bad articles and junk, so other steps need to be taken to combat that.
    • Create a template. Whether it's Symptoms/Cause/Resolution or something else so that the articles are more consistent and authors have some expectations.
    • Make authors (or at least someone) responsible for keeping their content up to date. Set a valid to date of 3-6 months and a scheduled job that finds articles about to expire so that the author can certify that it's still valid.
    • Encourage the use of flags and ratings and regularly look into those reports.
  • Don't spend too much time on categories at the beginning, but regularly review search logs and article hit counts and constantly refine your categories and meta data so that people are finding what they're looking for.

Mrman
Tera Guru

‎02-03-2020 02:09 PM

Hi ,

Could you please share any reference documents which can be used for Knowledge implementation workshops and Document having list of best practices to be followed.

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Michael QCKM
Tera Guru

‎02-05-2020 11:12 AM

@danavoss , I'm hoping by now (3 yrs later) that you got on the right track and are doing KM successfully.

If you haven't, I'd provided some insight in another post: https://community.servicenow.com/community?id=community_question&sys_id=9d3ad1fcdbbe40185ed4a851ca96....

I hope you are up and running well.  I'd love to read about your experience here!

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