The knowledge application within ServiceNow allows you to create and maintain knowledge articles. There are several components to consider before adopting ServiceNow to manage your knowledge.
Public vs Internal Knowledge within ServiceNow
Public knowledge is meant for end users. Articles may also be used internally for support, but this type of knowledge is meant for public consumption and should be created with a public audience in mind. If you have the correct role in the tool, you can publish knowledge publicly. See Knowledge Base Group Permissions.
Internal knowledge is meant for those with direct access to the ServiceNow. This type of knowledge tends to be support documentation. Types of internal knowledge include incident models, unit overviews, and support documentation for IT services.
Knowledge Owner Responsibilities
Typically, knowledge is created by subject matter experts, the people “owning” the knowledge.
As the owner, your team is responsible for the lifecycle of articles which includes creation, maintenance, and the retirement. Others may create an article in consultation with you. Any drafted articles should be reviewed by a subject matter expert prior to publication.