Content organization

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Content organization

    Before building a CMS website in ServiceNow, it is essential to thoroughly plan and organize all the content you want to include. CMS websites rely on two main content types: CMS site information (pages, images, menus) and system information (knowledge base articles, catalog items). Proper organization improves navigation, user experience, and long-term maintenance.

    Show full answer Show less

    Content Planning and Grouping

    Start by listing all content you intend to host on CMS pages, such as help pages, My Requests, My Approvals, and catalog items. Group pages logically to define a clear menu structure, with a home page and child pages linked via the Parent Page reference. Groupings can be based on audience (e.g., End User, IT Professional) or site purpose (e.g., Reporting, Knowledge). Using consistent group names enhances clarity.

    Consider existing hierarchies within ServiceNow applications—like categories and subcategories in catalogs and knowledge bases—and leverage them for effective filtered lists and search results. Coordination with administrators of related applications is important to ensure appropriate data presentation on CMS pages.

    Branding Elements

    Incorporate your organization’s branding elements to maintain a consistent and professional look. Key branding components include logos, color palettes, tag lines, trademarked elements, and graphics. These are typically provided by your marketing department and should be integrated into your CMS page design.

    Site Design

    Plan to use a core set of design features consistently throughout the site, including:

    • Page templates
    • Navigation schemes
    • Header and footer elements
    • Breadcrumb navigation
    • Forms

    Consistency in design helps users navigate intuitively and supports a cohesive user experience.

    ServiceNow Features Integration

    Evaluate and organize ServiceNow features you plan to use with your CMS pages. Important features to consider include:

    • Account settings
    • Email
    • Workflow approvals
    • Filters

    Understanding and planning these features in advance helps ensure seamless integration and functionality within your CMS site.

    Before you begin to build the CMS website, list all the content that you want to include and take the time to organize it.

    A site created in CMS relies on two different types of content.

    • CMS site information, such as site pages, images, and menus
    • System information, such as knowledge base articles and catalog items

    CMS content

    Begin by listing all the content you want to host on the CMS pages. Examples include help pages, My Requests, My Approvals, and specific catalog items. Think about current solutions that you can implement immediately, and note ideas for future implementation phases.

    Within CMS, you group pages to define the top-down menu structure. You establish a home or starting page, and other pages in the site reference the home page in the Parent Page reference field.

    There are several ways to group, such as by audience or the purpose of the website. After listing the content to host, group it logically and identify a common name for each group, as shown in the following examples.

    Table 1. IT environment groups
    Content built for Common name
    End user End User Page
    IT professional IT Professional Page
    Table 2. General groups
    Purpose of site Common name
    Reports Reporting Page
    Help and knowledge Knowledge page

    System content

    Organize the content so the interface is easy to navigate and understandable to the user. Determine the organization based on the data that you are leveraging, both in the CMS (using sites, parent pages, pages, and navigational menus) and throughout the rest of the system. For example, within the catalog you have "category," and in the knowledge base you have "category" and "subcategory." You can use these hierarchies with filtered lists for good search results.

    Organizing CMS content logically is important for long-term maintenance of the site, however, the data typically comes from other ServiceNow applications. Communicate with the administrators for these applications, such as the knowledge base, service catalog, and business service portfolio. Work with them to offer the application data appropriately through the CMS pages you create. For example, the team that created the ServiceNow corporate website in CMS began by evaluating the naming conventions used in the corporate knowledge base.

    Branding elements

    Branding refers to the logo, name, colors, and symbols that identify an organization. It imposes consistency in design and use of terms. Your marketing department defines branding elements and can provide them to you as you plan your CMS pages. Consider how to incorporate the following branding elements.
    • Logos
    • Color palette
    • Tag line
    • Trademarked elements
    • Graphics

    Site design

    During planning, consider providing a core set of features with a standard appearance throughout the site. The following web design elements are often used to create a consistent look.

    • Page templates
    • Navigation schemes
    • Header
    • Breadcrumbs
    • Footer
    • Forms

    ServiceNow features

    Analyze and organize the following ServiceNow features in your instance if you plan on using any of them with CMS pages.

    • Account settings
    • Email
    • Workflow approvals
    • Filters