Why this is important

Make your knowledge articles easier to find and use by getting them in shape and applying HR knowledge management principles. Learn to consolidate your policies and articles from multiple repositories, standardize your articles with a template for easier production and consumption, and import them into ServiceNow HR Knowledge Management for simple administration.

Steps covered

1. Organize your approach
2. Templatize your knowledge
3. Build new content, consolidate, and review your entire inventory
4. Configure your HR knowledge base
5. Perform a final review and publish

Key takeaways

The most important things to know

• Focus on implementing a standardized process for knowledge management, with clearly defined roles and responsibilities. In many organizations, knowledge is scattered and hard to find – but that’s usually because the approach to knowledge management is informal and unorganized.
• Get executive sponsorship in place to ensure knowledge management is sufficiently prioritized and promote organizational change management to help employees take advantage of improved knowledge resources.

The payoff of getting this right
By promoting self-service, effective HR knowledge management should reduce HR case volumes and speed up resolution—that means big cost savings.