Content organization

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Content organization

    Before building a CMS website in ServiceNow, it is essential to list and organize all the content you want to include. The CMS site depends on two main content types: CMS site information (such as pages, images, and menus) and system information (such as knowledge base articles and catalog items). Proper organization ensures a user-friendly and maintainable site that leverages existing ServiceNow applications effectively.

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    Content Organization in CMS

    Start by listing the CMS pages content you want to host, such as help pages, My Requests, My Approvals, and specific catalog items. Group pages logically to define the site’s top-down menu structure, establishing a home page with other pages referencing it through the Parent Page field. Grouping can be based on audience (e.g., end users or IT professionals) or site purpose (e.g., reporting or knowledge).

    Use logical group names (e.g., “End User Page,” “IT Professional Page,” “Reporting Page”) to help users navigate easily. Organize content using CMS constructs like sites, parent pages, and navigational menus, as well as system hierarchies such as catalog categories and knowledge base subcategories. These hierarchies support filtered lists and improve search results.

    Since much CMS content is sourced from other ServiceNow applications, collaborate with administrators of those applications (knowledge base, service catalog, business service portfolio) to ensure appropriate data integration into CMS pages. For example, aligning CMS naming conventions with those used in the corporate knowledge base helps maintain consistency.

    Branding Elements

    Incorporate branding elements defined by your marketing department to ensure consistent design and terminology. Key branding components to include are:

    • Logos
    • Color palette
    • Tag lines
    • Trademarked elements
    • Graphics

    Site Design Considerations

    Plan a core set of features with a standard look and feel throughout the CMS site. Common design elements that promote consistency include:

    • Page templates
    • Navigation schemes
    • Headers
    • Breadcrumbs
    • Footers
    • Forms

    ServiceNow Features to Analyze

    If you plan to integrate ServiceNow features into your CMS pages, review and organize these features within your instance:

    • Account settings
    • Email
    • Workflow approvals
    • Filters

    Before you begin to build the CMS website, list all the content that you want to include and take the time to organize it.

    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