Introduction to Knowledge Management
Introduction to Knowledge Management is a vast world of Knowledge with ServiceNow. In this guide, you will learn how to create, share, and manage valuable organizational knowledge. By implementing effective knowledge management practices, you can significantly improve service quality, reduce costs, and enhance overall efficiency.
ServiceNow offers a powerful Knowledge Management Framework that will revolutionize your approach to knowledge. Gain deep insights into the lifecycle of knowledge base articles and unlock the full potential of your organization’s knowledge assets. With ServiceNow, you can empower your team with robust search capabilities, ensuring seamless access to relevant information at their fingertips.
It’s time to embark on a journey towards a knowledge-centered support system. ServiceNow’s comprehensive knowledge management solution provides the tools and resources you need to drive success. So, don’t wait any longer. Start harnessing the power of knowledge with ServiceNow and take your organization to new heights.
Introduction to Knowledge Management Overview
Knowledge management (KM) encompasses the creation, sharing, utilization, and management of organizational knowledge and information. It is a multidisciplinary approach that aims to achieve organizational objectives by making the best use of knowledge. To facilitate this process, it is crucial to establish a comprehensive Knowledge Management Framework that addresses governance, roles and responsibilities, processes, and technology.
Within the realm of ServiceNow, knowledge management plays a vital role in empowering organizations to capture, document, and share valuable information. By implementing effective knowledge management practices, organizations can experience a range of benefits, including reduced resolution times, improved self-service capabilities, and enhanced overall service quality.
Value of Knowledge Management
Knowledge management holds immense value for organizations. It enables them to leverage their collective knowledge and information effectively. ServiceNow, in particular, offers various methods for searching knowledge base articles. However, before contributing new content, it is essential to check existing material and refine articles to avoid duplication.
To make the most of knowledge management, agents should proactively initiate requests or incidents by searching for relevant knowledge. By doing so, they can tap into existing solutions and expertise. Moreover, when assisting customers, agents should take the opportunity to convert any discovered solutions into draft knowledge articles. This practice not only benefits the current customer but also future users who may encounter similar issues.
Search for Knowledge
ServiceNow provides diverse methods for searching knowledge base articles. Before contributing, check existing content and refine articles instead of duplicating them. Agents should initiate requests or incidents by searching for relevant knowledge. Solutions discovered while assisting customers can be converted into draft knowledge articles, benefiting future users.
Create a Knowledgebase Article
To create a knowledge base article in ServiceNow, follow these steps:
Firstly, navigate to Knowledge > Create New. Next, ensure you fill in all the required information, including the short description, article type, category, and content. Then, proceed to provide relevant details, including step-by-step instructions, troubleshooting tips, and any additional information that can enhance the article’s value.
Introduction to Knowledge Management Lifecycle
ServiceNow’s Knowledge Management Lifecycle comprises distinct phases, each denoted by different states:
Firstly, there is the “Draft” state, where articles are in the initial creation or development stage.
Following that is the “Review” state, during which articles undergo evaluation and assessment.
Next, articles move into the “Scheduled for publish” state, indicating that they are in the queue for publication.
Once published, articles transition into the “Published” state, where they are accessible to users.
At a later stage, articles may enter the “Pending retirement” state, signifying their impending removal or replacement.
Eventually, articles reach the “Retired” state, indicating that they are no longer actively maintained.
Lastly, articles may become “Outdated” as they become obsolete over time and are no longer considered reliable or up-to-date.
Publish a KB Article
Publishing an article is a crucial step in making it accessible to users. To publish an article, follow these steps:
Firstly, open the desired article you wish to publish.
Next, locate and click the “Publish” button.
Before finalizing the publication, take the time to review the article content to ensure it meets the required quality standards.
Once you are satisfied with the article’s content, click “Publish” to make it accessible to users.
It’s important to note that the specific workflow for articles after submission depends on the chosen knowledge base workflow. This can involve either approval-based publishing, where a knowledge manager reviews and approves the article, or instant publishing, where the article moves directly to the published state without further review.