ServiceNow Knowledge Management is an continuous process to understand organizations knowledge needs, We can say that it is a central repository which holds the article and accessible to all the users.
ServiceNow Knowledge Management is a feature that enables organizations to create, manage, and publish information and knowledge articles to support their IT service management processes. The Knowledge Management module in ServiceNow provides a centralized repository for storing and organizing information and enables organizations to leverage their knowledge to improve the quality and speed of their IT services.
ServiceNow Knowledge Management provides various tools for creating and publishing knowledge articles, including templates, rich text editor, and attachments. The knowledge articles can be organized into categories and subcategories, making it easy for users to find the information they need.
ServiceNow Knowledge Management also integrates with other ServiceNow modules, such as Incident Management and Problem Management, to provide context-sensitive information to support incident resolution and problem investigation.
The primary goal of knowledge management ServiceNow is to derive meaningful useful information within the organization.
ServiceNow Knowledge Bases:
Knowledge Base in ServiceNow can be derived from service operations such as resolution of incidents, problem, change.
Can be derived process and policy.
Can be derived from risk mitigation.
There are lots or area’s from where ServiceNow knowledge base can be derived such as IT, HR, Internal and External Database, Vendors etc.
