Knowledge: Roles and Responsibilities

It is every OIT consultant's responsibility to contribute to our knowledge ecosystem. Effective contribution requires collaboration, both within your team and with others. The level of your contribution depends on your role.

The RACI - Expectations for Standard Knowledge Activities has a high-level overview of the roles and responsibilities related to ServiceNow knowledge.

Consultants who have an interest in taking on additional knowledge roles should consult with their manager.

Technician (Drafter) Responsibilities

It is every Service Desk technician's responsibility to contribute to our knowledge ecosystem. Technicians should actively use knowledge when working Incidents, send appropriate knowledge articles to users, and provide feedback on knowledge articles that need work.

  • Every technician should feel empowered to provide feedback when they find knowledge gaps.
  • Every technician should feel empowered to rate knowledge articles based on how helpful or unhelpful the article was in resolving issues.
  • Every technician should feel empowered to draft new knowledge when there is no existing knowledge, and to reach out to a knowledge editor if they think the knowledge needs to be published.
  • Technician should also Create a New Knowledge Article from a Ticket as a standard part of the KCS process. Once they do, they do not need to edit it but certainly can if they have the time.

Group Knowledge Editor Responsibilities

Editors are responsible for helping to maintain their service area's knowledge according to our internal knowledge standards (See Checklist for Approving Knowledge).

They should work with the other editors on their team to review and resolve feedback and retire or republish expired articles. Teams may choose to have a rotating schedule to make sure these important tasks are done.

Editors should also be available to work with subject matter experts, consultants, and other editors outside their team on knowledge related to their service area.

Global Knowledge Editor Responsibilities

Global Knowledge Editors have the same responsibilities as Group Knowledge Editors, but their work is held to a higher standard (See the Checklist for Publishing Knowledge). Knowledge created or approved by Public Editors has a focus on self-service because public knowledge is available on the [email protected] website.

Global Knowledge Editor editors need to be aware of what content is appropriate or inappropriate for a public audience, particularly when it comes to content that could be used to exploit our systems (See Restrict Access to Sensitive Content).

KCS Coaches

The KCS Coaches group reviews Work-in-Progress articles for quality and to see if they should be published to the IT General Support or Public knowledge base. The group can also be used as a resource for consulting on knowledge questions and issues. The coaches group may reach out to editors for help working on knowledge articles.

Web Content Coordinators

Coordinators are responsible for specific content areas on the IT website. They work with Service Owners, editors, and other stakeholders to maintain that content.