About the IU Knowledge Base transition to ServiceNow Knowledge

• Overview
• Prepare for the migration

Overview

In summer 2024, Indiana University will retire the Knowledge Management System (KMS) and move the IU Knowledge Base to the ServiceNow Knowledge platform. This change will take further advantage of IU's investment in ServiceNow and enable additional ServiceNow functionality.

The Contributor Authoring Environment (CAE) and other KMS tools will be retired. If you own content in the Knowledge Base, the way you work with the UITS Knowledge Management (KM) team otherwise won't change. You may continue sending new content and updates to kb@iu.edu.

If you have questions or comments at any time throughout this process, contact the KM team.

Prepare for the migration

Content owners will be contacted about any actions they will need to take to prepare for the migration:

• If you have content restricted to an internal IU audience, the Service Management Technologies (SMT) team will be in touch to help you set up a new ACM group for managing access to the content.
• If you have a mail form hosted in the Knowledge Base, you will need to arrange a different contact method. Content owners will be contacted about mail forms beginning in fall 2023.
• If you have a website or other endpoint that uses the KMS standard API to pull content from the Knowledge Base, you will be contacted about what changes to make in winter 2023.
  Important:

  If you are using the KMS public API and wish to continue pulling content from the Knowledge Base after the migration, contact the UITS Knowledge Management (KM) team to set up a REST account. Because the KMS public API requires no authentication, the KM team cannot determine what endpoints or teams are using this method to pull content from the Knowledge Base. For more, see Knowledge Management System REST APIs.