

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
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceServiceNow 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
89 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
- Product Experience:
- 89%
- Negotiation and Contract:
- 88%
- Conflict Resolution:
- 94%
- Strategy & Innovation:
- 89%
- Service Experience:
- 93%
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
- Role: Information Technology
- Industry: Banking
- Involvement: IT Development, Integration, and Administration
Submitted May 2025
Now Assist Auto Creating Articles is amazing
Likeliness to Recommend
Pros
- Reliable
- Efficient Service
- Effective Service
- Respectful
Cons
- Less Generous
- Role: Information Technology
- Industry: Healthcare
- Involvement: Business Leader or Manager
Submitted Jan 2025
Easy to use
Likeliness to Recommend
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
- Role: Consultant
- Industry: Healthcare
- Involvement: End User of Application
Submitted Nov 2024
Best organized project management tool
Likeliness to Recommend
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Trustworthy