1. Most how-to articles, FAQs, and technical documentation should be maintained in ServiceNow (SNOW) as Knowledge Base articles. There are a few exceptions where a site’s documentation is housed on the it.rutgers.edu platform, and it is noted in this airtable. The “Documentation” column notes whether the content is in SNOW, it.rutgers.edu (internal), or both (hybrid).

Future exceptions shall be decided on a case-by-case basis. In general, less technical, and more informational content about initiatives, policies, and protocols, would likely be created on it.rutgers.edu.

2. Technical and policy documentation that lives on it.rutgers.edu can be created using the following content types:
– Resource articles
– FAQs
– Pages

The benefit of using Resource articles and FAQs, is the ability to tag the content with topics, and have the content show up on an auto-generated index page, grouped by topic. An example is https://it.rutgers.edu/digital-accessibility/knowledgebase.

Note that this documentation is labeled Resources.

The benefit of using the Pages content type is the ability to add a variety of styling options, using Divi Builder. Resource articles and FAQs are text heavy with the ability to insert images.

3. How-to information that is related to a specific IT service should be developed in ServiceNow and managed by the Help Desk Knowledge Management Committee. Contact Mike Hitchcock or use the email address “Help Desk Knowledge Management Committee, hd_km@oit.rutgers.edu” if you have any questions related to ServiceNow KB articles.