IT Service Management - Knowledge Process

The Knowledge Base module within ServiceNow is available as a repository for units with access to the tool. The Knowledge Base is used to host internal documentation, or as a means to populate the website with public pages, available to anyone browsing the IT@umn website.

Access the Public Knowledge Base

We have developed several tools to aid in the management of knowledge. Whether you use ServiceNow regularly or rarely, we can help you manage your knowledge articles with customized dashboards, emailed reports, and documented best practices.

If interested there are opportunities for you to get involved. We have a Unified Knowledge Group which acts as a council, vetting requests, consulting and answering questions. There is also an Informal Community of Practice with a focus on inclusive knowledge sharing and community.

Knowledge Resources

Quick Links

Knowledge Self Help Guide - Create and use knowledge in ServiceNow

Unified Knowledge Group - A contact point for knowledge-related questions

Knowledge Management Tools - Tools to aid in the management of ServiceNow hosted knowledge 

Knowledge and Self Help Creators Informal Community of Practice - Get involved in larger discussions around knowledge management

Standard Operating Procedures (OIT)