Content Management

The Content Management System (CMS) is a ServiceNow application that primarily enables users to create a custom interface for the ServiceNow platform and ServiceNow applications. The CMS application is powerful and flexible, so customers have used it for a wide variety of projects from creating entire websites to integrating with other products. The Content Management application is active by default.

A CMS typically requires a systems administrator or a web developer to set up and add features, but non-technical users can use the application as a website maintenance tool to make changes to a website. For more information, see CMS Planning.

Timing is important when considering the addition of content management. Successful deployments of the content management system usually take place after phase one processes (for example, Incident, Problem, Change, Catalog, and Knowledge) are in place. This is especially true if the team has limited website design experience. Waiting until phase two of deployment gives administrators time to work in ServiceNow and to understand how the organization uses the system and what business needs it meets.

Also consider the maturity level of data in the ServiceNow system. Depending on the ITIL processes used, content management will only be useful and effective once the data within ServiceNow is established. Ensure that hierarchies, tasks, and workflows are well defined. For example, before creating a catalog front end, confirm that the service catalog has been in place for some time, has been used, and contains data. The same is true for a knowledge management front end, particularly when high ratings or view counts define article placement on the page.

Following are several CMS project ideas: