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ServiceNow

ServiceNow Knowledge Management

Composite Score

8.0 /10

CX Score

8.3 /10

24 Reviews Write a Review

Claim Software

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.

Company Details

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ServiceNow Knowledge Management Ratings

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

88 Satisfaction of Cost Relative to Value

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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.

+88 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?

4% Negative

0% Neutral

96% Positive

Pros

Friendly Negotiation
Fair
Transparent
Security Protects

Feature Ratings

Average 83

Role-Based Access

Workflow and Approval Management

Reporting and Analytics

Cataloging

Configurable Knowledge Repository

Version Control

Multiple File Type Support

AI Capabilities

Intelligent Search

Bulk Actions

Rich Text Editor

Vendor Capability Ratings

Average 84

Usability and Intuitiveness

Business Value Created

Quality of Features

Product Strategy and Rate of Improvement

Breadth of Features

Ease of IT Administration

Availability and Quality of Training

Ease of Implementation

Ease of Data Integration

Ease of Customization

Vendor Support

ServiceNow Knowledge Management Reviews

PAWAN K.

Role: Information Technology
Industry: Food and Beverage
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Sep 2026

Knowledge, AI, and Support Operations Work as One

Likeliness to Recommend

9 /10

What differentiates ServiceNow Knowledge Management from other similar products?

Gives ability to manage end to end process of knowledge management. Search, capture, structure, reuse, improve, create new, share, analyze and impact action.

What is your favorite aspect of this product?

Workflows. Knowledge Feedback Management. Role based licensing. AI capabilities.

What do you dislike most about this product?

Although it is KCS verified product, still it lacks incremental KCS aligned feature release.

What recommendations would you give to someone considering this product?

Make ServiceNow part of your ecosystem, not just for managing knowledge.

Pros

Reliable
Enables Productivity
Security Protects
Helps Innovate

Siva Sankar C.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jun 2025

A Safe Place to Share Structured Knowledge

Likeliness to Recommend

10 /10

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

Validated Review

Verified Reviewer

Submitted May 2025

Reliable and trustworthy tool

Likeliness to Recommend

8 /10

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

ServiceNow Knowledge Management

What is ServiceNow Knowledge Management?

Company Details

Need Assistance?

ServiceNow Knowledge Management Ratings

91 Likeliness to Recommend

100 Plan to Renew

88 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+88 Net Emotional Footprint

How much do users love ServiceNow Knowledge Management?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Role-Based Access Enable different levels of access based on role, allowing different articles to be available only to specific audiences as needed.

Workflow and Approval Management Ability to model, build, and execute automatic workflows for the purpose of managing content-centric processes.

Reporting and Analytics Detailed analytics and dashboards on content usage and performance, including how information is accessed and by whom, search query performance, etc.

Cataloging Ability to organize documents and data based on similar tags, keywords and groupings.

Configurable Knowledge Repository The solution provides the ability to create, manage, disseminate and archive knowledge articles in a structured format.

Version Control Tracking of document versions with each iteration of document changes.

Multiple File Type Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

AI Capabilities Artificial intelligence to enhance knowledge management such as automatically tagging content, recognizing duplicate content, and suggesting relevant content.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

Bulk Actions Allows users to import and export multiple articles at a time, make updates and changes to multiple categories, properties, or articles simultaneously.

Rich Text Editor Allows users to create and share information using text and other formats such as charts, images, audio, and video, with easy formatting options.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

ServiceNow Knowledge Management Reviews

PAWAN K.

Knowledge, AI, and Support Operations Work as One

Likeliness to Recommend

Pros

Siva Sankar C.

A Safe Place to Share Structured Knowledge

Likeliness to Recommend

Pros

Ryan A.

Reliable and trustworthy tool

Likeliness to Recommend

Pros

Feature Ratings

Role-Based Access

Workflow and Approval Management

Reporting and Analytics

Cataloging

Configurable Knowledge Repository

Version Control

Multiple File Type Support

AI Capabilities

Intelligent Search

Bulk Actions

Rich Text Editor

Vendor Capability Ratings

Usability and Intuitiveness

Business Value Created

Quality of Features

Product Strategy and Rate of Improvement

Breadth of Features

Ease of IT Administration

Availability and Quality of Training

Ease of Implementation

Ease of Data Integration

Ease of Customization

Vendor Support