knowledge management taxonomy

[kpeters3]

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

[Jeremy Heaven]

Hi Elena

I am in the same position as you - I am the Group IT SDM for UDG Healthcare. Did you manage to create a KM taxonomy / database? Thanks

[Jeremy Heaven]

Hi Sarah

I realise this post is 5 years old but I am currently working with Crossfuze (ServiceNow Elite Partner) to implement ServiceNow in my company UDG. One of the actions is Knowledge Management (which we do not currently have), we just have various 'useful' articles scattered across various parts of the business. I dont want to reinvent the wheel so if you have a taxonomy already built for Knowledge please that I could use that would be fantastic. I will also send this message to you via your profile. Thanks

Thanks

Jeremy

[Uncle Rob]

The first thing you should understand (if you don't already) is what problem you're trying to solve with taxonomies.   I've seen two K projects fail utterly because participating parties couldn't agree on a taxonomy.   The infuriating part of those two failures was that no party could describe what the taxonomy was meant to achieve in the first place.

Those of us who "grew up" in IT take for granted that these *should* have purpose (even though they often don't).   Our first instinct is to "categorize for reporting", even though we rarely report on categorized things, and even more rarely do those reports produce meaningful insight.

Meanwhile, in the time its taken me to write this post, 4,500,000 tweets have been sent.   None of these tweets have been placed in a taxonomy, yet the interested parties are aware of each of them?   How?   Social connection and a dynamic Folksonomy (aka, the

If ServiceNow would consider wordle like tag cloud reporting, we could probably get rid of taxonomies entirely.

[Sarah Goodman]

Hi Robert - You are right on! And, this is a problem we're working hard to improve. We've instituted a fairly rigid taxonomy structure as a first step towards introducing taxonomies that work for both content tagging, navigation, and search experiences. You are totally right about flexibility and the ability to customize.

I review many, many sources to build our taxonomies - including tags and tag relationships to other concepts. We build the structures from both a top down and a bottom up approach. User experience requires flexibility and meaning, while tagging involve that plus accuracy for search.

We have also built a great synonym dictionary where we build out synonym rings applied directly to our search experience and then applied as additional metadata to taxonomy terms.

Check out this blog we just posted - Making Support Content Easier to Find through Navigation

We know this first release introduces a more rigid taxonomy system for navigation. We're already moving into phase 2 to include topic and task based categories that are easy and intuitive to navigate. Also, Search is improving as we do this - so, please send me any feedback or input directly so we can document it and continue to iterate!

Thanks! - Sarah

[aclowers]

Hi sarahgoodman,

I've recently been tasked with helping to develop taxonomies for my organizations knowledge library in ServiceNow, and I came across this discussion. I would love to chat with you and see what taxonomy structures you have built if you have the time.

In regards to the synonym rings, were those built by you/your team? I am very interested in hearing more about that as well.

Thanks,

Allison