index Scope is the discovery phase.  It's the bit where we stop guessing and start working with facts. Before anyone starts “fixing” content, we first map what you actually have: where knowledge lives (Confluence, SharePoint, ServiceNow, file shares, intranets), how it’s structured, who owns it, how it’s created and approved, and how people really use it day-to-day (agents, SMEs, customers, search, chatbots, Copilots).

 

In plain English: we take a clear, practical inventory of your knowledge estate and the plumbing around it: systems, permissions, workflows, integrations, and the architecture that connects it all, so we understand what’s possible, what’s risky, and what will move the needle fastest.

​

It’s the first and most important step because remediation without index Scope is like redecorating a house without checking the foundations. You can “clean up” articles all day, but if you don’t understand how content flows, where duplicates are coming from, what’s authoritative, how changes get governed, and what constraints exist (security, compliance, tooling, teams), you’ll either fix the wrong things or break something that matters.

 

Scope sets the rules of the game: it defines what “good” looks like in your organisation, identifies quick wins versus high-risk areas, and establishes a realistic plan for Scan → Solve → Shift that’s grounded in your systems and operating model, not generic best practice.