Content organization

Organize your content before you begin building your website.

A site created in CMS relies on two different types of content.

  • CMS site information, such as site pages, images, and menus
  • System information, such as knowledge base articles and catalog items

CMS content

Begin by listing all the content you want to host on the CMS pages. Examples include help pages, My Requests, My Approvals, and specific catalog items. Think about current solutions that you can implement immediately, and note ideas for future implementation phases.

Within CMS, you group pages to define the top-down menu structure. You establish a home or starting page, and other pages in the site reference the home page in the Parent Page reference field.

There are several ways to group, such as by audience or the purpose of the website. After listing the content to host, group it logically and identify a common name for each group, as shown in the following examples.

Table 1. IT environment groups
Content built for Common name
End user End-User Page
IT professional IT Professional Page
Table 2. General groups
Purpose of site Common name
Reports Reporting Page
Help and knowledge Knowledge page

System content

Organize the content so the interface is easy to navigate and understandable to the user. Determine the organization based on the data that you are leveraging, both in the CMS (using sites, parent pages, pages, and navigational menus) and throughout the rest of the system. For example, within the catalog you have "category," and in the knowledge base you have "category" and "subcategory." You can use these hierarchies with filtered lists for good search results.

Organizing CMS content logically is important for long-term maintenance of the site, however, the data typically comes from other ServiceNow applications. Communicate with the administrators for these applications, such as the knowledge base, service catalog, and business service portfolio. Work with them to offer the application data appropriately through the CMS pages you create. For example, the team that created the ServiceNow corporate website in CMS began by evaluating the naming conventions used in the corporate knowledge base.

Branding elements

Branding refers to the logo, name, colors, and symbols that identify an organization. It imposes consistency in design and use of terms. Your marketing department defines branding elements and can provide them to you as you plan your CMS pages. Consider how to incorporate the following branding elements.
  • Logos
  • Color palette
  • Tag line
  • Trademarked elements
  • Graphics

Site design

During planning, consider providing a core set of features with a standard appearance throughout the site. The following web design elements are often used to create a consistent look.

  • Page templates
  • Navigation schemes
  • Header
  • Breadcrumbs
  • Footer
  • Forms

ServiceNow features

Analyze and organize the following ServiceNow features in your instance if you plan on using any of them with CMS pages.

  • Account settings
  • Email
  • Workflow approvals
  • Filters