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IT Community Partnerships Indiana University

Knowledge Base transition to ServiceNow September 26, 2024

Posted on by mkleine

IT colleagues: 

On September 26, 2024, we will retire the Knowledge Management System (KMS) and complete the move of the IU Knowledge Base to the ServiceNow Knowledge platform.  

  • The Knowledge Base at kb.iu.edu will be available during the transition.  
  • After the transition, both the home page at kb.iu.edu and existing pages will redirect to new ServiceNow Knowledge URLs for one year. We’ll provide resources to help site owners identify links they need to update after the migration.

After the transition , the Knowledge Management (KM) team will continue to work with our partners who provide expertise on content.  Please note: 

  • There will be a needed content freeze on the Knowledge Base (no revisions or new content) on Tuesday and Wednesday, September 24 and 25. 
    • However, you can continue to send proposed revisions and new content to kb@iu.edu; the KM team will continue to work in the KMS until the freeze, and then will catch up afterward. 
  • The Contributor Authoring Environment (CAE) and other KMS tools will be retired.  
    • If you have access to use the CAE (where you can select the pencil icon on KB pages) to submit documentation requests, please don’t begin any new edits there so the KM team can complete all pending contributions by our last day of work in the KMS (Monday, September 23).  
    • Be sure to route your existing work in the CAE to the KM team this week, or it will be lost.  You can see your in-process contributions by logging into https://kms.iu.edu/c. 
    • If your existing contributions in the CAE are no longer needed, you may safely delete them by selecting the red trash can icon from the dashboard or the “Delete” button from the editing screen.  This only deletes the copy of the document in the CAE; it doesn’t affect the live document or the document’s source code.  
  • You can continue to communicate with the KM team and submit requests via kb@iu.edu, or by assigning tickets to the Knowledge Management group in ServiceNow.   
  • We welcome all your questions about the transition. 

For further information about the transition, see https://kb.iu.edu/d/bims. 

–IT Community Partnerships on behalf of the Knowledge Management team 

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