Knowledge Management

[updated September 11, 2020]

Process Owner: Rod Stewart

Overview

Knowledge management plays a prominent role within the ServiceNow ecosystem and has the goal of ensuring that knowledge is created, shared, used and managed strategically, to the benefit of both IT customers and IT employees. The goal of knowledge management is to have a searchable database of articles that is linked and categorized based on relevance to customer requests, frequently asked questions, and support issues. 

Knowledge management plays a significant role within ServiceNow and has the goal of ensuring that knowledge is created, shared, used and managed strategically, to the benefit of both IT customers and IT employees. Users across IT will be expected to take on a much more active role in the Knowledge Management process by:

• Using Knowledge articles to support day-to-day activities
• Contributing details about solutions or workarounds for logged incidents/problems related to their area of expertise
• Providing relevant knowledge about new service offerings and/or processes 
• Helping to assess the value and/or lifecycle of knowledge through the evaluation of metrics and/or scheduled review cycles
• Providing updates to knowledge articles based on article reviews and/or feedback
• Identifying and maintaining internal knowledge articles that can be used by other areas of IT for troubleshooting incidents/problems or dealing with service requests
• Identifying missing knowledge articles that could assist support staff and/or customers

With our initial implementation of Knowledge Management all users will have the ability to create new knowledge articles and edit articles that they have created (or have been assigned to them to update). Only the Knowledge Manger will have the ability to approve, publish and retire knowledge articles.

Timelines & Activities

What's Happening/Up Next?

• the Knowledge process owner will be working with internal IT stakeholders to provide guidance on trainsitioning knowledge to the internal IT knowledge base (late September 2020)

Knowledge Management Phase 1 went live on August 18

The first phase of Knowledge Management will accustom users to accessing and initiating knowledge articles and will pave the way for the broader release of KM when Incident, Problem and Self-Service Management are introduced. This phase will enable all IT users to:

• Understand the purpose and usage of each published IT Knowledge Bases:
  • Self Service (public)
  • IT (internal)
  • Known Error (internal)
• Search knowledge articles
• Initiate/create a new knowledge article
• Update an article
• Provide feedback about knowledge articles

Past Activities