A leading enterprise organization wanted to improve how employees accessed and managed knowledge content through its ServiceNow portal. The existing knowledge management setup lacked the controls needed to consistently manage article visibility by company and domain, creating challenges with content relevance, access management, data consistency, and administrative effort.
ADVANCE enhanced the organization’s knowledge management framework by automating user criteria creation and article access controls. This helped ensure employees could access relevant knowledge and domains while providing a more consistent, scalable approach to knowledge governance.
The organization needed a more structured approach to controlling knowledge article visibility within the ServiceNow portal. Knowledge articles needed to be accessible to the right users based on company and domain, with access requirements applied consistently to both new and existing content.
Key challenges included:
• Ensuring users could access knowledge articles relevant to their company and domain.
• Applying company- and domain-based access controls consistently.
• Reducing manual effort when managing access criteria for new knowledge articles.
• Bringing existing knowledge articles into the required access structure.
• Maintaining consistent and accurate knowledge data across the portal.
