UIT Knowledge Base review in ServiceNow
To keep UIT's Knowledge Base (KB) accurate and up-to-date, each year cognizant subject matter experts (SMEs) from UIT and other campus organizations are asked to review knowledge articles under their purview.
A new year-round review process will begin in April 2019. On a rolling basis, 60 days before an article is due for review, the SME will receive an email and a task generated through ServiceNow to review the article. Each request will contain the content of the article. When reviewing an article, SMEs are asked to pay special attention to accuracy of the content, links within the article, article views (as a consideration to maintain or retire), and other articles (if any) that should be included in the Related Articles box, located in the upper right of each article's public-facing page.
SMEs will have three options:
- Approve an article
- Request edits or assistance
- Retire an article
Approving an article verifies that changes are not required at this time.
Requesting edits or assistance sends the task to UIT Strategic Communication, which will make any requested changes or work with SMEs outside of ServiceNow to update the article.
Retiring an article will remove it from the KB entirely.
Once one of the above actions is taken, the SME may mark the task they were assigned in ServiceNow as closed/complete.
If SMEs take no action, they will receive a weekly reminder starting 21 days after the date that the request was sent. This reminder will stop if one of the above actions is taken. Note: Articles that are not resolved will automatically be retired.
If you have questions or concerns about this process, please contact stratcomm@it.utah.edu. Thank you for your support in maintaining the accuracy of the Knowledge Base.