Data preparation It is important that there is enough data in the ServiceNow instance before you begin to build the CMS website. Ensure that the necessary data and content are available in the instance by taking the following actions. Review the ITIL processes that you intend to implement in the CMS. Ensure that the data in the instance is a mature representation of the applications being used, for example, service catalog, knowledge management, and incident management. Review the defined hierarchies, such as the categories and subcategories for the knowledge base or service catalog. You use these categories to design the entry page into the application.