Washington ESC or Knowledge Portal?

PostedJune 5, 2024

UpdatedJune 5, 2024

Washington ESC or Knowledge Portal? That is the question. As a ServiceNow Knowledge Manager, transitioning from Knowledge V3 in its planned deprecation either to the new Knowledge Portal in the Washington release or the Employee Service Center (ESC) involves meticulous planning and execution.

Knowledge Management v3 homepage and Knowledge Management Service Portal comparison

Here’s a comprehensive strategy to determine the best approach and execute the migration effectively:

Step 1: Assess Current Knowledge Base

Inventory Existing Content

First, create an inventory of all existing knowledge articles in Knowledge V3. Categorize them by usage, relevance, and accuracy.

Export Current Knowledge Base Data

First, begin by exporting all existing knowledge articles from Knowledge V3. Use ServiceNow’s export functionality to generate a comprehensive list of articles, including all relevant metadata.

Compile Article Information

Next, gather information on each article, such as title, author, creation date, last updated date, category, tags, and current status (e.g., published, draft, archived).

Organize Data in a Spreadsheet

Then, create a spreadsheet to organize the data. Each row should represent a knowledge article, and each column should represent an attribute (e.g., title, author, creation date).

Add Usage Metrics

Furthermore, include columns for usage metrics, such as the number of views, ratings, and feedback received. You can often export this data from ServiceNow or access it through reporting tools.

Categorize by Usage, Relevance, and Accuracy

Once you have compiled the data, you can begin categorizing articles based on their usage, relevance, and accuracy.

Categorizing Articles by Usage

High Usage

First and foremost, identify articles with the highest number of views, positive ratings, and frequent user engagement. These articles are typically critical to your knowledge base and should be prioritized during migration.

Moderate Usage

Next, classify articles with moderate views and engagement in this category. They are important but may not be as crucial as high-usage articles.

Low Usage

Moreover, identify articles with low views and minimal engagement. Review these to determine if they need updates, promotion, or archiving.

Categorizing Articles by Relevance

Highly Relevant

Furthermore, classify articles that address current and common issues, align with frequently asked questions, or cover essential topics for your users. These are often evergreen content that remains useful over time.

Moderately Relevant

Next, include articles that are somewhat useful but may not be essential. These might cover niche topics or older content that still holds some value.

Low Relevance

Lastly, consider outdated or very specific articles that no longer apply to most users’ needs. Update, repurpose, or archive these as necessary.

Categorizing Articles by Accuracy

Highly Accurate

First, prioritize articles that are up-to-date, factually correct, and thoroughly reviewed. These should be prioritized as they reflect the credibility of your knowledge base.

Moderately Accurate

Next, classify articles that are generally accurate but may require minor updates or fact-checking. Plan to review and correct these during the migration process.

Low Accuracy

Finally, identify articles with outdated information, errors, or incomplete content. Revise or remove these to maintain the integrity of your knowledge base.

Example of Categorization in a Spreadsheet

To illustrate, here’s an example of how you might categorize articles in a spreadsheet:

Title	Author	Created Date	Last Updated	Category	Tags	Views	Ratings	Feedback	Usage	Relevance	Accuracy
Troubleshooting Login	Jane Doe	01/01/2022	05/01/2023	IT Help	Login	1500	4.5	50	High	Highly Relevant	Highly Accurate
Setting Up Email	John Doe	03/15/2021	03/20/2023	IT Help	Email	800	4.0	30	Moderate	Moderately Relevant	Moderately Accurate
Obsolete System Update	Jane Roe	12/05/2019	12/05/2019	IT Help	Update	100	2.5	5	Low	Low Relevance	Low Accuracy

Step 2: Define Migration Objectives

Set Clear Goals

Define what you aim to achieve with the migration. Objectives may include improved user experience, better search capabilities, and streamlined content management.

Stakeholder Alignment

Additionally, engage with key stakeholders, including IT, support teams, and end-users, to align on the migration objectives and gather input on desired features and improvements.

Step 3: Evaluate New Platforms

Review the Features and Benefits

First, you should review the features and benefits of the new Knowledge Portal. Notably, focus on enhancements such as improved search functionality, user-friendly interfaces, and advanced content management tools. These improvements will significantly enhance user satisfaction and streamline your knowledge management processes.

Employee Service Center (ESC)

Assess as an Alternative Platform

Similarly, you should assess the ESC as an alternative platform. Additionally, consider its integration with other ServiceNow modules, personalized user experiences, and unified service delivery capabilities. By doing this, you can ensure a comprehensive evaluation and choose the platform that best meets your organization’s needs.

Pros: Washington Portal or ESC

Knowledge Portal	Employee Service Center (ESC)
Enhanced Search Capabilities: Improved AI-driven search functions that help users find relevant articles quickly.	Integrated Service Delivery: Unified platform for accessing IT, HR, and other services, providing a seamless user experience.
User-Friendly Interface: Modern and intuitive interface designed to enhance user engagement and ease of use.	Personalized Experience: Customizable dashboards and personalized content based on user roles and preferences.
Advanced Content Management: Better tools for article authoring, versioning, and publishing workflows.	Comprehensive Knowledge Management: Integrates knowledge management with other service delivery functions, enhancing overall service management.
Analytics and Reporting: Robust analytics and reporting capabilities to track usage, feedback, and article performance.	Improved Collaboration: Facilitates collaboration between different departments, improving overall service delivery and response times.
AI and Machine Learning Capable: Utilizes AI and machine learning to provide contextual and personalized search results.	Single Access Point: Provides a single access point for employees to find information and services, reducing the need to navigate multiple platforms.
Seamless Integration: Easy integration with existing ITSM processes and other ServiceNow modules.	Efficient Service Management: Enhances efficiency by combining knowledge, service requests, and incidents into a single platform.

Pros: Washington Portal or ESC

Knowledge Portal	Employee Service Center (ESC)
Learning Curve: May require training for users to fully utilize new features and functionalities.	Complex Setup: May require more complex setup and configuration to integrate all services effectively.
Initial Configuration: Requires significant effort to configure and optimize the platform to match organizational needs.	Potential Overhead: Managing and maintaining a unified platform may introduce additional administrative overhead.
Content Migration Effort: Migrating content and ensuring all metadata, tags, and references are correctly transferred can be time-consuming.	Content Migration Effort: Migrating content can be a complex and time-consuming process.
Limited to Knowledge Management: Focuses primarily on knowledge management without the broader service integration seen in ESC.	User Adaptation: Users may need to adapt to a new way of accessing services and information, which can initially impact productivity.
Dependency on AI/ML: Heavy reliance on AI and ML might require continuous tuning and monitoring to ensure accurate and relevant search results.	Feature Overlap: Some features might overlap with existing tools or platforms, potentially causing confusion or redundancy.

AI Capabilities in Standard ServiceNow Washington Knowledge Portal and ESC

Washington Knowledge Portal (Standard License)

Feature	Description
Basic Search Optimization	Utilizes basic search algorithms to improve the relevance of search results based on keyword matching and article popularity.
Search Suggestions	Provides basic autocomplete suggestions as users type their queries to improve search efficiency.
Article Recommendations	Recommends related knowledge articles based on the content of the current article being viewed.
Feedback Integration	Collects user feedback on articles to help refine and improve search results over time.
Content Categorization	Uses predefined categories and tags to organize articles and enhance searchability.

Employee Service Center (ESC) (Standard License)

Feature	Description
Basic Search Optimization	Utilizes basic search algorithms to improve the relevance of search results based on keyword matching and article popularity.
Search Suggestions	Provides basic autocomplete suggestions as users type their queries to improve search efficiency.
Article Recommendations	Recommends related knowledge articles based on the content of the current article being viewed.
Feedback Integration	Collects user feedback on articles to help refine and improve search results over time.
Content Categorization	Uses predefined categories and tags to organize articles and enhance searchability.

Step 4: Compare Features and Capabilities

Create a Detailed Comparison Chart

Firstly, you should create a detailed comparison chart of the features offered by the Knowledge Portal and ESC. This chart should include aspects such as AI-driven search, article authoring and publishing workflows, user feedback mechanisms, and analytics. By doing this, you will clearly see the strengths and weaknesses of each platform.

Integration Capabilities

Next, you must evaluate how each platform integrates with existing systems and processes. Furthermore, consider the impact on ITSM, HR, and other ServiceNow modules. This step is crucial because seamless integration can significantly enhance operational efficiency and user satisfaction.

Comparison Table (Standard License)

Moreover, both the Washington Knowledge Portal and the Employee Service Center (ESC) offer impressive AI capabilities under the standard license. Here’s a comparison of these features:

Capability	Knowledge Portal	Employee Service Center (ESC)
Basic Search Optimization	Yes	Yes
Search Suggestions	Yes	Yes
Article Recommendations	Yes	Yes
Feedback Integration	Yes	Yes
Content Categorization	Yes	Yes

Step 5: Plan the Migration

Develop a Migration Plan

Outline the steps needed to migrate content from Knowledge V3 to the selected platform. Include data extraction, transformation, and loading processes.

Content Review and Cleanup

Before migration, review all content for accuracy and relevance. Archive or update outdated articles.

Mapping and Configuration

Moreover, map existing knowledge articles to the new platform’s structure. Configure categories, tags, and metadata to align with the new system’s taxonomy.

Step 6: Prepare for Migration

Training and Documentation

Develop training materials and documentation for content creators, managers, and end-users to familiarize them with the new platform’s features and functionalities.

Pilot Testing

Furthermore, conduct a pilot migration with a small set of knowledge articles to test the migration process and identify any issues.

Step 7: Execute the Migration

Migrate Content

Use automated tools or manual processes to migrate knowledge articles to the new platform. Ensure that all metadata, tags, and attachments are correctly transferred.

Validate Migration

In addition, perform thorough testing to ensure that all articles are correctly migrated and accessible. Validate search functionality and ensure that links and references are intact.

Step 8: Post-Migration Activities

User Training and Support

Provide training sessions for end-users and support teams. Offer ongoing support to address any issues or questions.

Monitor and Optimize

Continuously monitor the usage of the new knowledge platform. Collect feedback from users and make necessary adjustments to improve the experience.

Feedback and Iteration

Finally, gather feedback from stakeholders and end-users to identify areas for improvement. Implement changes based on feedback and continuously optimize the knowledge management process.

Basic Search Optimization

To begin with, you will find that basic search optimization significantly enhances the relevance of search results. By leveraging keyword matching and article popularity, it ensures users quickly find what they need.

Search Suggestions

Furthermore, as you type your queries, autocomplete suggestions immediately enhance search efficiency. This feature intuitively predicts what you’re searching for, thereby saving you time and effort.

Article Recommendations

Moreover, while viewing an article, you receive suggestions for related knowledge articles. This keeps you engaged and provides additional valuable information based on the content you’re currently exploring.

Feedback Integration

In addition, we actively collect user feedback to refine and improve search results over time. This continuous feedback loop ensures that the system evolves to meet user needs more effectively.

Content Categorization

Finally, our system organizes articles using predefined categories and tags, greatly enhancing searchability. Consequently, you can easily navigate through well-structured content, finding relevant information without hassle.

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PostedJune 5, 2024

UpdatedJune 5, 2024

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