Knowledge Management (KM)in ServiceNow is the process that enables users tocreate, categorize, review, approve, and browse important informationin acentralized repositorythat is shared across the organization.
Key Features of Knowledge Management:Centralized knowledge basefor storing important information.
Categorization and taggingfor easy search and retrieval.
Approval workflowsto ensure content accuracy.
Role-based access control(User Criteria) for managing visibility.
Integration with Self-Service and Service Catalogfor user assistance.
Example Use Case:A company'sIT support teamdocuments solutions to common IT issues. Employees cansearch the Knowledge Basefor solutions before opening a ticket, reducing the number of support requests.
A: Self-Service Management #Incorrect
Self-Serviceallows users to submit requests and incidents but doesnot manage knowledge articlessystematically.
C: Knowledge-Centered Management #Incorrect
No such term as"Knowledge-Centered Management"in ServiceNow.
The correct industry term isKnowledge-Centered Service (KCS), but ServiceNow usesKnowledge Management (KM).
D: Information Portal Management #Incorrect
No such concept in ServiceNow; portals provide UI access but do not manage structured knowledge bases.
E: Business Information Management #Incorrect
Business Information Management (BIM)focuses onbusiness data strategy, notknowledge sharing.
Why Other Options Are Incorrect?
Knowledge Management Overview
Creating and Managing Knowledge Articles
Official ServiceNow Documentation Reference: