What is Knowledge Management?
The Knowledge Management process ensures that all information used for the management of a service is stored in the Knowledge Management System and that it is consistent and readily available. ServiceNow is University IT's Knowledge Management System.
Why do I need Knowledge Management?
There are two types of Knowledge articles that must be created prior to service launch:
- Knowledge articles for Service Desk support staff. These are internally facing documents that aid staff in the quick resolution of service incidents and restoration of service availability.
- Knowledge articles written for end-users of the service to help them resolve their problem or answer common questions.
How do I establish and support Knowledge Management for my services?
Knowledge Management is established during the Service Design phase. Anyone with a ServiceNow ITIL Role license can create knowledge articles and submit them for approval. You should have articles in the Knowledge Base prior to your service go-live.
| I want to: | Here’s how: | When | Who is responsible? |
|---|---|---|---|
| Write well-formed knowledge articles |
Review How to Write ServiceNow Knowledge Articles (Style Guide). Take the STARS class ServiceNow Knowledge Management Training — SNOW-3020-WEB; visit the ServiceNow Training page to Learn More and Enroll. |
Start of service development | Subject matter experts and support staff |
| Approve and submit knowledge articles for publication |
Review How to Approve a ServiceNow Knowledge Article. Take the STARS class ServiceNow Knowledge Management Training — SNOW-3020-WEB; visit the ServiceNow Training page to Learn More and Enroll. |
Start of service development, and throughout the service lifecycle. | Knowledge assignment group manager |
