Knowledge Management

TLDRUnified knowledge management on ServiceNow is the move that turns the higher ed KB from "where articles go to die" into "the first place faculty and staff actually look." R1 institutions typically run three to five fragmented knowledge bases across Confluence, SharePoint, Notion, legacy Knowledge15, and shared drives. The institutions that fix this do not just migrate articles. They migrate the ownership model along with the content. This playbook covers the five-phase mi

ITSM modernization is not one project at most R1 institutions. It is three. The first is moving onto ServiceNow from a legacy ticketing system. The second is maturing within IT, which means consolidating service desks, unifying knowledge, completing the CMDB, and producing the metrics that IT leadership actually needs. The third is what happens after IT works. The move from ITSM-only to ITSM-plus, where Customer Service Management or HR Service Delivery joins the platform and