Knowledge Management in ServiceNow

•All articles will go through an approval process before they can be published

•Articles will be reviewed by designated Subject Matter Experts before they are marked for publication

•Articles will be reviewed regularly

•Articles which are not reviewed will be automatically retired and unavailable for use after the expiry of the validity period

•Reviewers can extend the validity of the article if it qualifies on the validity and relevance criterion

•Articles will be automatically retired and removed from circulation after expiry of validity period

•Articles can be retired automatically after pre-determined milestone

•Notifications sent to the relevant stakeholders before the expiry of the article

•Article once retired cannot be brought back into circulation

Retirement

policy

Review

policy

Approval

policy

1.2

3.1

7

Status Phase

“Transition

from”

Status Phase

“Transition

to”

Requisite

Draft Build All mandatory fields need to be filled in order to move

the status from “Draft” to “Build”

Build Editorial Review The status gets changed from “Build” to “Editorial

Review” only when approved by knowledge SME

Editorial Review Published Status will get changed from “Editorial Review” to

“Published”, once reviewed & approved by Knowledge

Manager

Published Published Status will not get changed from if article is

edited/updated but it will capture the activity logs.

Build Retired(Unqualifie

d)

If article does not qualify to be knowledge article, it

will be retired as “unqualified” by respective SME

Published Retired(Expired) If “valid to” date of an article passes, article will be

retired as an “Expired” article.

Data Information

Acquire and

develop

Knowledge

Qualified information

(Unqualified knowledge)

Stale

Knowledge

Knowledge

Build

Knowledge

Structure and

publish

Maintain

Knowledge and

process

Use and apply

Knowledge, gain

wisdom

Knowledge

Database

Knowledge Management

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Tech

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Kn

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Man

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The knowledge contributor will collect data and information from various sources, verify

the data to develop knowledge articles.

Notification Trigger KM Group

Approver

(SME) Created By

When the Knowledge ticket is assigned for approval Y

When the Knowledge ticket is rejected Y

When the Knowledge ticket is published Y

30 days before the retirement of knowledge ticket Y Y



On retirement of knowledge ticket Y Y

Roles & Assigned Responsibilities

Role Mapping

Role Name Actors

Knowledge Contributors All IT Support Staff

Builder / SME / Approver Technical SME(s) from Technology tracks

Service Managers

User / Consumer of Knowledge All IT Users

IT Support Staff

SME = Subject Matter Expert

User Roles

Landing Page for End User

View knowledge

articles

SNOW Consoles

Consoles for various

Processes configured

in SNOW

SNOW = Service Now

Create New: Create a new Knowledge Article

Published: View all published Knowledge

Article

All: View All the Knowledge Articles

in the Knowledge Base

Retired: View all retired Knowledge

Articles

Assigned View Knowledge Articles

to me: assigned to you

Articles can be searched by typing

keywords in Global Search bar present at

the right hand side corner

Enter the text that you

want to searchClick on this icon Articles fulfilling the

search criteria will be

listed here

Captures entries and

changes on the ticket.

List of activities performed under respective Knowledge

article can be viewed by clicking on “Notes” button

The knowledge articles

available under “List View”

- can be modified by

adding/removing columns

mentioned under

“Personalize List Columns”

Category, Sub Category and Description

are mandatory fields to be entered for

knowledge article creation.

All the mandatory fields are

marked in “red” color

CI = Configuration Item

To add CI with knowledge article, click

on “Search” icon against CI field and

choose respective CI from popped-up

list of values

CI can be added by filling-in

this field

1. Click on Attachment Icon

2. Click on Choose files and

browse for the document to

be attached

3. Click on Attach

4. Click here to make

another attachment

1. Click on Insert Image Icon

2. Select Attachment from

the dropdown for Type field

3. Click on

choose

and

browse for

the image

to be

inserted

4. Click on Attach to complete image insertion

Once “Search For Duplicate”

chosen, tool performs search

based upon keywords and

produces relevant results

While creating a knowledge article,

knowledge contributor can “Search For

Duplicates” to ensure that duplicate

article does not get created

SNOW Notifications (RES/Espoo)

3

3

OR

Click on ‘Knowledge

Approvals’ tab

Click on ‘Knowledge

Approvals’ tab

SSO = Employee Self Service

On the ESS page click on

‘Approvals’ tab

If a knowledge article is rejected,

its mandatory to provide reason

for rejection

An article is Retired or

Disqualified when approver clicks

on “reject” tab

An article is Retired / Disqualified

when approver clicks on “reject”

tab

To make an article available for all users, SME or

Knowledge Manager clicks “Mark Public” button

SME = Subject Matter Expert

The knowledge article is Rejected by the approver

at Build phase.

• The current date/published date exceeds the Valid

To date of the knowledge article.

• Knowledge article created from a problem ticket

retires when the identified workaround is

implemented and the problem ticket is closed

“Rejecting an article will retire it automatically – if any changes are

needed, approver is requested to make those before approving or it

could be performed after publishing the article”.

An article is Retired / Expired when the

validity of the article expires.

In order to create an Incident ticket as knowledge

article, open ticket when Incident Status is ‘Work

In Progress’

Change the Incident Status to resolved and fill

the sub-status field

A knowledge article is created and gets

related to the incident

The established relationship can be

viewed by clicking “ Related Records” tab

1. When a problem ticket status changes to ‘under

investigation’ / ‘solution identification’, a knowledge

article is automatically created

2. The number of the

article pops-up on the

screen

The status of knowledge

article is set to “Editorial

Review” automatically

Newly created knowledge article inherits the

information like “symptom”, “cause” and

“workaround” from its parent problem ticket.

HCL