Long ago, I spent some time at a global bank helping to manage the technology support desk’s knowledge base (KB) in a software system called ServiceNow. Our KB was full of technical guides, FAQs, process manuals, and outage alerts. Most of my time was spent going through old, obsolete articles and flagging them for clean-up, trying to track down metadata (e.g., who owns this? Who should maintain this? Who can tell me if this is still accurate, when it hasn’t been updated in years?) or straight up deleting documents that didn’t apply anymore (think Windows XP support, or an outage warning for a system update that happened years ago).

It was a nightmare. It’s also why I prefer SharePoint for my KBs.