What is ServiceNow Knowledge Management?
The ServiceNow Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution. It increases self-service rates for customers and employees—and boosts agent productivity with contextual knowledge, driven by machine learning.
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Real user data aggregated to summarize the product performance and customer experience.
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
91 Likeliness to Recommend
100 Plan to Renew
89 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+91 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love ServiceNow Knowledge Management?
Pros
- Respectful
- Friendly Negotiation
- Performance Enhancing
- Trustworthy
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Role-Based Access
Configurable Knowledge Repository
Reporting and Analytics
Workflow and Approval Management
Cataloging
Intelligent Search
AI Capabilities
Version Control
Rich Text Editor
Multiple File Type Support
Multi-Language Support
Vendor Capability Ratings
Business Value Created
Usability and Intuitiveness
Ease of IT Administration
Ease of Data Integration
Product Strategy and Rate of Improvement
Quality of Features
Breadth of Features
Availability and Quality of Training
Ease of Customization
Ease of Implementation
Vendor Support
ServiceNow Knowledge Management Reviews
Siva Sankar C.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Jun 2025
A Safe Place to Share Structured Knowledge
Likeliness to Recommend
What differentiates ServiceNow Knowledge Management from other similar products?
ServiceNow Knowledge Management is unique because it works well with the incident, problem, and change modules on the same platform. It also lets you publish articles based on workflows, control who can see them based on their user roles, and track compliance natively, which makes it more ready for business than most standalone KM tools.
What is your favorite aspect of this product?
One of its best features is how well it works with ITSM workflows. It makes sure that knowledge is taken directly from incidents and changes that have been fixed. This helps teams document solutions in real time and cut down on duplicate tickets.
What do you dislike most about this product?
For casual users or business stakeholders, the UI may seem old-fashioned and hard to understand. Also, setting up permissions and roles for who can see knowledge articles can be hard and need admin skills.
What recommendations would you give to someone considering this product?
Be sure to set clear roles for knowledge governance and use a structured taxonomy from the start. Also, spend time making the user interface unique and adding easy-to-use search filters to make sure many people use it. If you use it the right way, it's a powerful tool.
Pros
- Helps Innovate
- Continually Improving Product
- Enables Productivity
- Trustworthy
Ryan A.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted May 2025
Reliable and trustworthy tool
Likeliness to Recommend
What differentiates ServiceNow Knowledge Management from other similar products?
ServiceNow works really well with allowing us to use our existing knowledge articles to send to customers with ease, I have used products such as ManageEngine which didn't work anywhere as well.
What is your favorite aspect of this product?
The ease of use, it is very user friendly and I cannot recommend the GUI enough.
What do you dislike most about this product?
There is nothing to dislike it is the best product but maybe the price could be seen as the only low point.
What recommendations would you give to someone considering this product?
I would suggest going for this product, it may cost a fair amount but you pay for you get for these days and this is reliable.
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Trustworthy
Balamurugan P.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Mar 2025
Best tool for IT Management
Likeliness to Recommend
What differentiates ServiceNow Knowledge Management from other similar products?
Unlike other tools, Servicenow built with automation that can auto suggest articles based on user queries, it actually helps to reduce the number of tickets by giving users the answers they need. Wheres other similar tools failed to give such capabilities.
What is your favorite aspect of this product?
I literally liked the Integration which works effortlessly with ITSM and other modules so that teams can access relevant knowledge right where they need it also, the use of AI to suggest relevant articles is just outstanding.
What do you dislike most about this product?
Sometimes it takes more than a minute to Provide correct articles , Hope the product team will resolve this issue sooner.
What recommendations would you give to someone considering this product?
if anyone is looking to integrate it with other modules for seamless access i would recommend ServiceNow Knowledge Management for its AI powered Search.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing