Demystifying Taxonomy Categorization in ServiceNow: Best Practices for Scalable Category Structures evolving at the pace of business requires efficient information organization. At the cornerstone. Taxonomy, a crucial element within ServiceNow. Taxonomy sets in place the important foundations for a structured and easily navigable platform.

This article will unravel the essence of Taxonomy, offering insights into establishing a robust out-of-the-box category/subcategory structure, highlighting potential pitfalls to sidestep, and shedding light on standard Taxonomy structures for ITSM, HRSD, and SecOps. Additionally, we’ll explore the nuanced differences in Taxonomy implementation across Service Catalog, Service Portal, and Employee Service Portal.

Understanding and Demystifying Taxonomy Categorization:

Taxonomy signifies the hierarchical system of classification utilized to organize and categorize records. It acts as a guiding compass, facilitating swift and precise information retrieval. Here are some starter Taxonomy Structures for IT Service Management, HR Service Delivery, and Security Incident Response.

• ServiceNow Unified Taxonomy: What It Is, Why You Need It, and How To Get Started (thirdera.com)

How to build a Service Catalog Taxonomy?

Establishing a Robust Taxonomy Structure

Start with Customer Experience and Business Objectives: Initiate by aligning Taxonomy with the organization’s core business objectives. Grasp the services provided, understand user personas, and discern their primary needs. This foundational step ensures the Taxonomy resonates with the essence of the business.

• Leverage Out-of-the-Box Structures: ServiceNow offers standardized out-of-the-box structures tailored for ITSM, HRSD, and SecOps. These structures serve as excellent starting points, often requiring minimal customization to fit specific organizational needs.
• Employ Descriptive Labels: Clarity and intuitiveness form the bedrock of effective Taxonomy. Labels should be descriptive, steering clear of jargon or technical terms that might alienate users.
• Leverage Category and Subcategory Hierarchy: Categories should represent broad service areas, while subcategories provide more granular distinctions. This hierarchy simplifies navigation, ensuring users find relevant information without unnecessary hassle.
• Incorporate Metadata and Keywords: Augment categories and subcategories with pertinent metadata and keywords. This enhances search capabilities, allowing users to locate information even without traversing the Taxonomy.

Example Taxonomy Structures

Here’s a list of out-of-the-box selectable categories for a few different ServiceNow Solutions. IT Service Management (ITSM), HR Service Delivery (HRSD), and Security Incident Response (SIR).

ITSM Taxonomy

Here is a model Taxonomy that can be used for users to report an ITSM incident, request a service, or search for ITSM knowledge articles in ServiceNow:

HRSD Taxonomy

Here’s a list of out-of-the-box selectable categories for users to report an HRSD incident, request a service, or search for HRSD knowledge articles in ServiceNow.

Also check out the new Unified Taxonomy in San Diego ServiceNow

SIR/VR Taxonomy

Here’s a list of out-of-the-box selectable categories for users to report an HRSD incident, request a service, or search for HRSD knowledge articles in ServiceNow:

Pitfalls to Avoid

Overcomplicating the Structure: While granularity is pivotal, an excessively complex Taxonomy can lead to confusion. Avoid excessive subcategories or cryptic labels.

Neglecting User Feedback: User preferences and needs evolve over time. Regularly seeking and incorporating user feedback refines the Taxonomy for optimal usability.

Ignoring Search Optimization: A well-structured Taxonomy should complement, not replace, robust search functionality. Neglecting search optimization can lead to frustration and inefficiency.

Distinctions Across Portals

Service Catalog: The Service Catalog encompasses the spectrum of service offerings available to users. Here, Taxonomy aids users in swiftly locating and requesting the services they require.

Service Portal: The Service Portal constitutes the user-facing front end of ServiceNow. Taxonomy in the Service Portal mirrors that of the Service Catalog, ensuring a seamless experience.

Employee Service Portal: This portal caters specifically to employee needs. Taxonomy here may include HR-specific categories and subcategories, aligning with the unique requirements of the workforce.

Setting up Taxonomy for AI, Machine Learning, and Chatbots

In the rapidly advancing landscape of technology, integrating AI, Machine Learning, and Chatbots into your ServiceNow platform can revolutionize user interactions and streamline workflows. Properly configuring Taxonomy for these components is crucial to ensure they operate effectively and provide maximum value. Here’s a comprehensive guide on how to set up Taxonomy for AI, Machine Learning, and Chatbots:

Understand User Intent and Interaction Scenarios:

Begin by comprehensively understanding the potential user intents and interaction scenarios that AI, Machine Learning, and Chatbots will handle within your ServiceNow environment.

Identify Relevant Categories and Subcategories:

Based on the user intents and scenarios, identify the relevant categories and subcategories that will house the interactions with AI, Machine Learning, and Chatbots.

Define Clear Labels:

Ensure that the labels for these categories and subcategories are clear, intuitive, and reflective of the specific functions they perform. Avoid technical jargon that may confuse users.

Integrate with Existing Taxonomy:

Seamlessly integrate the Taxonomy for AI, Machine Learning, and Chatbots with the existing Taxonomy structure in ServiceNow. This ensures a cohesive user experience across all aspects of the platform.

Incorporate Metadata for Training and Analysis:

Include relevant metadata that aids in the training of AI and Machine Learning models. This metadata should provide context to enhance the accuracy of responses.

Link Taxonomy with Chatbot Intents and Entities:

Establish a clear link between Taxonomy categories and the intents and entities defined for your Chatbot. This association enables the Chatbot to accurately understand and respond to user queries.

Enable Continuous Learning:

Implement mechanisms for continuous learning and improvement. Regularly analyze user interactions and update the Taxonomy, as needed, to enhance the performance of AI, Machine Learning, and Chatbots.

User Feedback Loop:

Establish a feedback loop to gather user input on the interactions with AI, Machine Learning, and Chatbots. Use this feedback to refine Taxonomy and improve user experiences.

Optimize for Search and Suggestions:

Ensure that the Taxonomy for AI, Machine Learning, and Chatbots is optimized for search functionality. This allows users to easily find and engage with these features.

Monitor Performance Metrics:

Track key performance metrics related to AI, Machine Learning, and Chatbot interactions. Use this data to make informed adjustments to the Taxonomy and improve overall system performance.

Resources: Demystifying Taxonomy Categorization

• Service Catalog/Portal A-Z Glossary
• Service Catalog Process FAQs
• ServiceNow HRSD: Topic Categories vs Employee Center Taxonomy Topics
• User Experience (UX) Terms: A to Z Glossary | Coursera
• Using Task Intelligence, use AI to categorize cases
• What is the best approach to service catalogue taxonomy- ServiceNow Community?