IT Services provides over 50 services and applications. The ServiceNow Knowledge Base (KB) hosts hundreds of technical procedural documents and instructional guides. This documentation is written and maintained by the services' support teams while partnering with the Knowledge Base Administrators team.

This article provides resources to help IT Services' support teams understand how to use the KB editor tool to create and edit content that meets publication requirements. Contributions to the Knowledge Base are important in how customer service is delivered to campus end-users, other IT groups, and IT Services' support teams. Therefore, your assistance with keeping the Knowledge Base updated with accurate and relevant information is encouraged.

If you have questions, contact the KB Administrator team at kb-admin@lists.uchicago.edu. 

Select a topic to learn more:

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Knowledge Base Training

If you need training for yourself or your team, submit a Knowledge Base Article Change Request. Select Other as the request type, then add the details for the training you need in the Comments field.

Get Started with the ServiceNow Knowledge Base

Here are some general resources to help you understand how the Knowledge Base works, as well as a Word template configured to meet the Knowledge Base Style Guide standards.

• Knowledge Base FAQ
  Review some frequently asked Knowledge Base questions.
• ServiceNow Knowledge Base Style Guide
  You can find guidelines for article structure, writing style, internal naming conventions, and formatting in this guide. The Knowledge Base Style Guide is subject to revision and your feedback is always welcome.
• Knowledge Base Roles and Article Lifecycle
  Explains the Knowledge Base user roles and the lifecycle of a Knowledge Base article.

Create a New Article

• Create or Edit a Knowledge Base Article
  Learn to use KB editor to create and edit an article.
• Use the ServiceNow Knowledge Base Article Microsoft Word Template to Create an Article
  Learn to use a Microsoft Word template designed specifically for use with the KB. 
• Add and Manage Images in a Knowledge Base Article
  Learn the correct way to insert images into your article and manage them for easy maintenance.
• Add a Link to a Knowledge Base Article
  Learn to use the tools in the KB editor to add links to your content.
• Add a Downloadable File Attachment to a Knowledge Base Article
  Learn to attach reference materials and forms, such as a PDF, to your articles for easy download.
• Add Anchor Locations and Create an Article Table of Contents
  Learn to add the HTML markup to add a table of contents to a lengthy article.
• Create Bulleted or Numbered Lists in a Knowledge Base Article
  Learn to add lists to your article using the Knowledge Base editor or the Word template.
• Video Approval Guidelines for Knowledge Base Articles
  Find out the standard requirements and recommendations for embedding videos into your articles.

Article Maintenance and Retirement

• Knowledge Base Monthly Maintenance Process
  Find details about article expiration practices and the monthly review process.
• Sort, Group, Edit, and Personalize Lists
  Learn to create customized filters for the Knowledge Maintenance homepage view.
• Knowledge Base Article Checkout and Versioning
  Learn about how article checkout and versioning work, and what to do if you are unable to check out an article for revision.
• Update and Retirement of Knowledge Base Articles
  Find guidelines to help you understand when to update or retire an article.

Article Feedback

• Respond to Article Feedback
  Learn to manage and respond to comments submitted from campus users via the IT Services Self-Service Portal.
• Flag an Article or Respond to an Article Flag
  Learn to send comments, corrections, or questions related to an article to your colleagues, or respond to a flag (comment) on your article via the back-end of the Knowledge Base.