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IT Portal Clean-Up Project: Knowledge Articles

Monday, December 11, 2023

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service owners may receive an email requesting that they review relevant knowledge articles that are under-utilized, outdated, or have remained in draft for several months.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 Retire: Indicate articles that are outdated or no longer serve a purpose.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.


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

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DISCLAIMER: UIT News is accurate on the publication date. We do not update information in past news items. We do make every effort to keep our service information pages up-to-date. Please search our service pages at