knowledge management taxonomy

[kpeters3]

I am looking for taxonomy ideas for our Knowledge Articles. Can anyone share an examples or categories?

[servicenowkevin]

You're just looking for how people have set up their categories?

We do our by Knowledge Base > Product Area > Feature. As an example, we'd have the Support knowledge base, with a product area of IT Operations Management, and a feature of Discovery.

Does that help?

[Sarah Goodman]

Hi Kamille,

We actually have a group that focuses on building taxonomies across the ServiceNow experiences!Kevin pinged me about this post, so I would love to talk to you about what you're looking for and how we can use already existing taxonomy structures for your project. Please feel free to send me an email!

[SimonDunsmoor]

I think we are a bit different than the norm.   We don't rely heavily on category taxonomy.   We do have some basics set up but for the most part we rely of the power of the ServiceNow search to return the appropriate results.   Its worked for us thus far, but that's also pretty well ingrained in our culture.

We have two knowledge bases, one for ESS Portal and the other IT specific.   Each have Break/Fix and How To.   We also have Service News (ESS) and General Information (IT).

[Sarah Goodman]

Simon, You're right about search. One area we can do better at is using the categories and taxonomies as relevancy boosting services, as well as contextual results. There are always so many parts of search to explore and improve, and using taxonomies as controlled access points is a great start. Especially when those controlled access points are scaled across all SN content and used by all SN application consumers.