IT Portal Clean-Up Project: Knowledge Articles

Effective knowledge management is crucial in ensuring that information regarding our services is available when needed. With that in mind, in September, University IT (UIT) initiated a “clean-up” project for our ServiceNow knowledge database to ensure that our IT catalog provides up-to-date information to support the best experience for members of the campus community.

Clean-up process

In the coming days service owners may receive an email requesting that they review relevant knowledge articles that are under-utilized, outdated, or have remained in draft for several months.   The project entails cleaning up these articles, which may involve one or more of the following actions:

1. Retire: Indicate articles that are outdated or no longer serve a purpose. The IT portal clean-up team will ask you to specify which articles you would like to retire or deactivate. The team will then take action on those articles for you.
2. Update: Revise and update articles to maintain accuracy and relevance.
3. Publish: Finalize and publish draft articles ready for IT internal or public use.

While reviewing, pay special attention to articles that meet any of the following criteria:

• Less than three views: Articles with minimal views might indicate low relevance.
• Missing meta tags: Articles needing proper meta tags so the content is easier to find.
• Services no longer in production: Articles related to retired services.

Questions?

For questions, please contact Marvin Kirkendoll, service monitoring systems lead in UIT.