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Knowledge Base Redesign

Focus

KCS, Content Lifecycle, governance

📋 CHALLENGE​

The global ServiceNow knowledge base had become unmanageable: duplicated content, outdated articles, inconsistent formats, and very poor findability. Support teams were losing significant time searching for reliable information.

🌐 LANGUAGES​

  • 🇺🇸 English (global teams)
  • 🇫🇷 French (local support teams)

🚀 TEAM​

  • 3 Technical Writers / Knowledge Managers (Public knowledge base)
  • 3 Knowledge Managers (Internal knowledge base)

🎯 HOW WE HELPED​

  • Conducted a full audit of the knowledge base: structure, content types, duplication, and usage patterns
  • Designed a new taxonomy and content model tailored to ServiceNow, aligned with KCS principles
  • Created authoring guidelines and templates to standardize contributions
  • Defined a content lifecycle: creation, validation, publication, review, retirement
  • Set up governance rules: ownership, review workflows, quality standards
  • Facilitated workshops with global teams to onboard contributors and align practices
  • Improved findability through metadata, tagging, and search optimization
  • Collaborated with support, product, and KM stakeholders to ensure adoption and scalability

🖇️ Knowledge-Centered Service (KCS)​

KCS enables machines to answer known questions while helping humans solve new problems.

KCS Double Loop