Knowledge Base Use Case Questions

Hello ServiceNow Community!

I have some questions regarding Knowledge Management, and how you & your organizations have set this up.  I will briefly share what our knowledge (in ServiceNow) looks like, and what we would like to know. 

We implemented ServiceNow October 2020 with the Orlando version and have kept current with updates and will upgrade to the Washington version this summer. Our customers are our employees (3000) and everyone has access to our Employee Center. The ServiceNow application users are our IT department (300) and business users (2700). We have:

• Business facing knowledge base for self-service – all employees can access these articles
• Technical knowledge base for ITSM – only the ServiceNow Platform users can access these articles
• Governance, Risk, Compliance knowledge base – only the employees involved in these functions can access these articles
• Business owned knowledge base for procedural knowledge articles – only this business area can access these articles

We have been asked about implementing a knowledge base similar to your IT Internal so that is the basis of our questions:

1. How many articles do you have in your knowledge bases?
2. Does the Service Desk staff use the IT Internal documentation to resolve incidents? Does it get to be a lot of articles to search through?

A concern we have is that adding internal documentation may add a lot of noise when trying to resolve issues with technical articles.

1. How do you deliver your knowledge to users?
1. Portals (Service Portal/Knowledge Portal/Employee Center)
2. Any other areas?
2. How strict & developed are your templates?
3. Are there any dedicated knowledge content managers
4. How is your knowledge structured, high level (categorization)
5. Do you allow the attachments of other files to knowledge articles
6. Do you utilize any custom knowledge workflows, if so what benefits do you see
7. Do you utilize knowledge feedback tasks
8. Did your organization ever discuss storing non-IT knowledge within a knowledge base, if so what were the results of that discussion?

PS - At our organization, we have multiple options for storing knowledge, documentation, etc that came before ServiceNow.  We do not have the support of management to put all knowledge, documentation, and learning content into SN at this time.  We are looking to see what other companies are doing and what best practice may be.  From my perspective, one unified location for all of this information seems more useful.

Thank you for any comments and experiences you may share.