Roles and Responsibilities of a Content Owner

Content owners are experts in the subject matter of an article. Content owners review an article for accuracy after it has been submitted by a contributor and will ensure that the material presented in the article is accurate and not a duplicate of existing knowledge base information.

Content owners are also responsible for:

As part of their responsibilities, content owners conduct the following duties:

For more detail on each duty, view the guide below and become a content owner today:

Search knowledge bases to identify existing articles relevant to group 

Before creating knowledge articles, content owners use their experience with search techniques to check the IT Library and DIT Internal Library for articles that are relevant to their work group. Content owners can search for articles by entering strong search terms into the Knowledge search engine. By conducting this action, content owners are increasing their awareness of currently published articles. This awareness is useful in preventing the creation of duplicate articles. Additionally, content owners familiar with currently published articles can make informed decisions about article creation.

Create knowledge articles

Content owners can create articles from incidents or by using the knowledge article form. Content owners can initiate the content owner workflow by creating a work-in-progress draft. Then, content owners can publish the article directly to the DIT Internal Library or submit the article to Knowledge Management for review before publishing to the IT Library.

To learn more, view our DIT Internal Library article on creating Knowledge Articles.

Select a knowledge base home and apply article lock as necessary

Select knowledge base

Content owners can choose to house an article in the IT Library or the DIT Internal Library. These articles will remain in the selected knowledge base unless the article falls below use, view, and rating (U/V/R) standards for the respective library during a 90-day review cycle.

If an IT Library article falls below U/V/R standards, it will be demoted to the DIT Internal Library, where it will remain for another 90-day review cycle. If a DIT Internal Library article falls below U/V/R usage standards, it will be retired, and it will only be restored from archiving by an Appeal for re-publication.

Article lock

Content owners can lock the KB field in a knowledge article form. Taking this action will lock an article to the selected knowledge base. In doing so, articles will not be demoted or elevated from one knowledge base to another. Locked articles are manually reviewed by content owners and Knowledge Management every 180-days.

IT Library articles that are locked and fall below U/V/R usage standards during a 90-day review cycle will may retired rather than demoted to the DIT Internal Library. Locked DIT Internal Articles may be retired upon falling below U/V/R usage standards. 

To learn more, view our DIT Internal Library article on Knowledge-Centered Support.

Review articles for content accuracy

Content owners will review articles submitted by writers or contributors in their work group. Content owners should review these articles for:

Content owners can receive assistance with article review by contacting Knowledge Management (KM) at

Approve or reject articles from group contributors

After reviewing an article, content owners can choose to:

 To learn how to approve an article, view our DIT Internal Library article on approving articles as a content owner.

Revise articles in their group

If a content owner determines that an article is unsuitable for publishing, the content owner may revise the article to improve its presentation and quality before publishing.

Content owners should aim to revise the content and language of the article, with the goal of making the content as accurate as possible and the language appropriate for the intended audience.

Content owners can receive assistance with formatting, language, images, and general article revision techniques by contacting Knowledge Management (KM) at

Approve major revisions submitted by Knowledge Managers

Content owners can submit articles for review by a Knowledge Manager before the article is published in the public IT Library. In some cases, a Knowledge Manager may reject the article submitted by the content owners if the article fails to adhere to the KM Style Guide. In such cases, the article will be rejected and returned to a draft state where the content owner can apply revisions suggested by a Knowledge Manager.

Content owners can apply revision suggestions from the Knowledge Manager, then the content owner can re-submit the article for review by a Knowledge Manager.

To learn more, view our DIT Internal Library article on Knowledge-Centered Support.

Monitor article health 

Content owners should monitor articles created by their group with the My Group's Work queue, found under the Knowledge application in ServiceNow. To find the My Group's Work queue, search for Knowledge in the ServiceNow filter navigator.

Content owners should monitor the state of articles to ensure that:

Content owners should also periodically examine articles published by their work group to:

Content owners can receive assistance with monitoring article health by contacting Knowledge Management at

Republished retired articles

Articles that have been retired after failing a 90 day review or special KM review can be suggested for republishing. Content owners are authorized to initiate this process by submitting a request for republication.

The republication process requires the content owner to contact a Knowledge Manager with a republication request. A Knowledge Manager will schedule a meeting with the content owner, during which the state of the retired article will be discussed, and the Knowledge Manager will consult with the content owner on strategies to improve the presentation quality of the article and maintain its health. If the request is successful, the retired article will be republished to its home knowledge base.

To learn more, view our IT Library article on the article republication request process.

Become a content owner

To learn how to become a content owner, contact Knowledge Management at