Exploring Knowledge Management
Summarize
Summary of Exploring Knowledge Management
Knowledge Management in ServiceNow supports the creation, categorization, review, and approval of knowledge articles, enabling users to search, browse, and provide feedback effectively. It allows organizations to manage multiple knowledge bases assigned to specific managers, with tailored workflows for publishing and retiring content, and distinct access controls for reading and contributing. This structured approach ensures that the right knowledge is available to the right users.
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Knowledge Management Workflow
The typical workflow involves collaboration among different roles:
- Knowledge Users request new or updated articles and read or share published content.
- Knowledge Contributors create or update articles and submit them for review.
- Knowledge Managers review articles, approve or request revisions, manage ongoing relevancy reviews, and handle article retirement approvals.
This workflow ensures continuous content relevance and quality through ongoing review and management.
Key Features and Benefits
- Structured Content Creation: Use of article templates to create consistent knowledge articles.
- Multiple Knowledge Bases: Ability to create and manage separate knowledge bases for different organizational groups, each with customizable category structures.
- Access Control: Define permissions per knowledge base using user criteria and scoped knowledge bases for tailored access.
- Integration with External Sources: Incorporate and search external knowledge content through integration and AI-powered search indexing.
- Generative AI Assistance: Utilize Now Assist to create knowledge articles efficiently.
- Content Importing: Import Word documents directly into knowledge articles to streamline content creation.
- Subscriptions and Feedback: Users can subscribe to relevant articles and provide feedback and ratings to improve content quality.
- Quality and Gap Analysis: Maintain high-quality content via the Article Quality Index (AQI) and identify knowledge gaps through Knowledge Demand Insights.
- Analytics and Usage Monitoring: Use Knowledge Management Platform Analytics to track content usage and ensure adherence to content creation processes.
Practical Impact for ServiceNow Customers
By implementing Knowledge Management, ServiceNow customers can streamline knowledge lifecycle management, enhance collaboration across roles, and ensure that knowledge content remains accurate, relevant, and accessible. This leads to improved user satisfaction, reduced redundancy, and better-informed decision-making within the organization.
Learn more about Knowledge Management with a sample workflow and review the benefits it can provide for different users in your organization.
Knowledge Management overview
Knowledge Management supports processes for creating, categorizing, reviewing, and approving articles. Users can search and browse articles as well as provide feedback.
To support multiple groups, knowledge bases can be assigned to individual managers. Separate workflows can be used for publishing and retiring articles, and separate access controls can be used to control reading and contributing.
Knowledge Management workflow
This infographic shows a sample end-to-end workflow of how different users in an organization work together to create, share, use, and manage articles.
- The knowledge user needs a new or updated knowledge article and requests it.
- The knowledge contributor creates or updates an article and then submits it for review.
- The knowledge manager reviews the article and either publishes it or sends it back to the knowledge contributor for revisions.
- The knowledge user reads and shares the article. In parallel, a knowledge manager continuously reviews articles to determine their relevancy.
- The knowledge manager marks articles that are no longer needed for retirement.
- A knowledge manager reviews and approves or rejects the article retirement.
Knowledge Management benefits
| Benefit | Feature | Users |
|---|---|---|
| Create a consistent structure for knowledge articles | Knowledge article templates | Knowledge manager |
| Create multiple knowledge bases for different groups within your organization | Knowledge bases | Knowledge administrator and manager |
| Create a category structure for each knowledge base with any number of levels | Knowledge article categories | Knowledge manager |
| Define permissions per knowledge base | User criteria, Scoped knowledge bases | Knowledge administrator and manager |
| Integrate with and search external knowledge sources | External content integration feature and Indexing and searching external content in AI Search | Administrator |
| Create knowledge articles using generative AI | Now Assist in Knowledge Management | Knowledge contributor |
| Import Word documents into knowledge articles and/or author knowledge in Word | Knowledge Management - Add-in for Microsoft Word, Word document importing | Knowledge contributor |
| Subscribe to relevant articles | Knowledge subscriptions | Knowledge user |
| Provide feedback and rate articles | Feedback and ratings | Knowledge user |
| Maintain a high quality of content and enable constant improvement | Article quality index (AQI) | Knowledge administrator (creates AQI), knowledge coach or domain expert (performs AQI reviews) |
| Identify knowledge gaps and improve the content of your knowledge base | Knowledge demand insights | Knowledge manager or domain expert |
| Determine the usage of knowledge content and confirm that the proper processes and procedures are being followed for content creation | Knowledge Management Platform Analytics Solutions | Knowledge manager |