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USU new IT website
There are two websites going on with our site currently.
1. ServiceNow is handling the incident management and knowledge management at the current time.
2. Our own in-house CMS is currently handling everything else. The search-box on the front page is searching both, however it is not working as we hoped and they are trying to figure out a better way to search the knowledge-base in service now.
The simple reason is that our website was just about ready when we decided to adopt ServiceNow, so we had to plan for that, and we knew that we wanted knowledge base inside of ServiceNow. So we waited to launch until that was ready.
Now we are working on Service Catalog to move to ServiceNow and will start exploring the CMS inside of ServiceNow.
It makes sense to have the IT website on one system if we can, but it might just not work. I am told you can use CSS on ServiceNow to make it look like you want. Our UI Web team is exploring/learning that now.
Our search bar on the front page is searching both, but is not working real well right now with ServiceNow so our programmers are figuring this out.
I will add one thing about knowledge base. We have assigned each knowledge article to a full time IT staff member to be responsible for. ServiceNow can expire articles and when that happens the assigned staff member gets an email so they can look it over update it and republish it. We see that as a huge bonus to keep things relevant. I also hired a student tech writer to create a knowledge base article template and go through every article to edit, and make consistent.
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