The Knowledge Management application which is part of Service Now makes it simple to create, store and find documents and other knowledge items. Knowledge is captures enterprise wide and can easily be made available to every employee, or relevant employee groups.
Knowledge items can be used to resolve incidents more rapidly. Employees can use the application to find information they need to work efficiently such as HR policies, legal guidelines and software installation procedures. End-users may use knowledge items to resolve their issues without the need to contact the services desk or searching through endless email or chat conversations for a prior solution.