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Watch List
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Blog
- 2021: VP Harris Inauguration Elevates Diversity and Executive Leadership
- Covid Cyber Employment Fraud: $Millions in Job Fraud, $Billions in Unemployment Fraud. Recruiters and Jobseekers Paradigm shift
- Does Post Covid Demand, "Evolve or Fold" Data Strategy?
- World Talent Economy Forum on Global Competitiveness
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- Uber's Call Center Security Social Engineering Massive System Breach
- Community Crisis Resource Reference List
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- AI: Knowledge Centered Support
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- ROI: Demand AI Service Management
- ChatGPT Ethics and FTC
- Imperative: Governance Risk Compliance
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- Artificial-Intelligence in Employment-Fraud Exploits
- RIDAC Log Management
- Broad's AI COVID-19 Solutions
- KAUST: AI-Healthcare Innovation
- Embracing Equity in IT Service Management
- ITSMF: Erik Bock, Digital Business
- ServiceNow World: Chicago Wednesday, 11/02
- Today's HR Super Trends
- Empty Nester Creates Meaningful Mother's Day
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- Noir and Grit: This is The Batman
- Jeffrey Nicoll, CEO of JIT and ServiceNow Executive Strategist
- March of International Women and Creating Ideas that bring Hope, Opportunity and Transformation
- IT Service Management News and Views
- Eye Strain: Modern Sources and Solutions
- Remembering Paradise by the iconic Meatloaf (Dead at 74 of COVID)
- Covid and Omicron 911, That was my Emergency
- Fresh Juicing for Healing: Dawn's COVID Part 2 (Omicron edition)
- Facebook's Response to "Whistleblower Protection Program" is new brand, MetaVerse
- Senate Hearing on Facebook Transparency an Accountability
- October 2021: Facebook's Platform Challenges
- Strategies to Stop Cyber Crime & Bullying
- San Francisco Bay Area: ITSMF News
- SNL lessons, hosted by Elon Musk
- 5 Ways to Create Opportunity with Social Leadership
- Happy Saint Patrick's Day
- INTERNATIONAL WOMEN'S DAY EDITION: Celebrating our World's Leaders
- Tribute In Memory: Heartland Rock Icon- Michael Stanley
- Middle East's Top CIO50 Innovation Leaders. #7 is the most visionary Healthcare CIO, I've worked with.
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ServiceNow
- Financial Services Operations
- Gamifying ITSM Excellence
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- DevOps & Change Velocity
- Demystifying Taxonomy Categorization
- Email-to-Incident is Costly Inefficiency
- Role of CMDB-Management Service-Owner
- ServiceNow Virtual Agent Chatbot
- Vulnerability Response Workspace Module
- Best of ServiceNow Vancouver
- Enhancing End-User Service Experience
- Comparing ServiceNow-Strategic-PM to Microsoft-PM
- AI and Improved Knowledgebase-Search
- Washington ESC or Knowledge Portal?
- Introducing Security Incident Response
- Vulnerability Response Test Plan
- Efficient Workday to ServiceNow Integration
- AutomatePro AutoTest: Getting Started
- AutomatePro AutoTest Custom-Testing
- ServiceNow Executive Reporting Approaches
- SPM Gantt Chart Presentation
- CMDB Health Dashboard
- Incident On-call Best Practices
- BA Product Update Process
- Getting-Started ServiceNow Timesheet Management
- ServiceNow Service Catalog Builder
- 10 Cool Features Standard-to-Pro
- Comparing GRC & IRM
- Starting ServiceNow GRC Process
- Accelerate ServiceNow-Knowledge with Microsoft-Word
- Managing Incident Surge Problems
- High Volume Incident-Management Strategies
- SPM Risk Management Process
- Pinned KB-Articles & deflection
- ServiceNow Document Management System
- Mastering Knowledge Article Pinning
- Persona Use & Administration
- AI-Powered AutomatePro & ServiceNow
- AutoPlan Release Setup Simplified
- AI: Dawn’s Demos AutomatePro
- Raptor Workflow Data Platform
- ServiceNow Xanadu AI Advantage
- SPM Collaborative Workspaces
- AI-Powered Xanadu & RaptorDB
- Explore AutomatePro Release 8.0.0
- Accelerating IRM & GRC
- Roadmap CMDB-HAM-SAM Value Recognition
- AutomatePro & ServiceNow Automated-Test
- Remote Support Success Strategy
- CMDB Powered Digital Transformation
- ServiceNow's Generative AI Revolution
- Knowledge after-Party #100DaysOfServiceNow
- Generative AI in ServiceNow-SPM
- Knowledge is AI-Power
- ServiceNow World: Chicago Wednesday, 11/02
- Jeffrey Nicoll, CEO of JIT and ServiceNow Executive Strategist
- AI-powered ServiceNow Tests
- Xanadu Upgrade: ServiceNow SPM
- Xanadu Upgrade: CMDB Plan
- AI Test-Powered ServiceNow
- Transforming Healthcare Software Catalogs
- Predictive Intelligence in ServiceNow
- California Wildfires: Lessons in Public-Sector Portals
- Impactful Incident Management Knowledge
- Starting ITSM Predictive Intelligence
- TPRM Business-Analyst Guide
- Robotic Process Automation Workflows
- Mastering Zing Search Optimization
- A-Z Data Fabric Glossary
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- Predictive Intelligence & ITSM
- Predictive Change Mastery
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- HAM & SAM Base
- Foundations for Asset Management
- Xanadu Upgrade Drives Innovation
- Upgrades: AutoTest from ATF
- RaptorDB for Data Owners
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- Visualize Governance Empower Decisions
- Data Fabric Governance & Quality
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- AutomatePro AutoDocument from AutoTest
- UC: AutoTest & AutoDocument
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- AutomatePro: Ditch Manual Agile
- Master Collaborative Workspace Planning
- Master Figma Developer Handoff
- Figma Based Design Tokens
- Known Error Process Essentials
- SAFe Release Planning Process
- Agile Automation’s Unexpected Value
- ServiceNow Workflow Data Platform
- Zero Copy Powers Performance
- Accelerate GenAI Workspace Delivery
- Careers Figma‑Powered ServiceNow
- Accelerate ServiceNow AutoDeploy Value
- Simplify CSDM Amplify Value
- Epic Chicago World Forum
- AutomatePro 9.0.2 Breakthrough Features
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Getting Started
- Introduction to Knowledge Management
- Knowledge Categorization "Find-ability"
- Productivity: Service Operations Workspace
- Conduct A Windows-Security Scan
- Burp Suite Professional & Web Security Process
- BMC Remedy ITSM Reference
- AI: ServiceNow Virtual-Agent Chatbot
- COE for Human Resources
- Getting Started: Engagement Manager
- One-IT: Effective Ticket Handling
- Service Catalog Order Guides
- Employee Journey Management ServiceNow
- Productivity Tips for Knowledge-Users
- Strategies for Manual Test
- TikTok for Digital Leaders
- Master Social Video Editing
- Understanding Security Encryption Standards
- Persona Use & Administration
- AutomatePro A-Z Terminology Glossary
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- TPRM: Solving Vendor Risk
- Agent Assist Setup
- Artificial Intelligence A-Z Glossary
- Predictive Intelligence Knowledge Service
- Setup Free Azure DevOps
- Robotic Process Automation Workflows
- Optimize ServiceNow ML Training
- Effective Business Process Consultancy
- Automate New Hire Access
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FAQs
- Knowledge Categorization "Find-ability"
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- DevOps & Change Velocity
- Role of CMDB-Management Service-Owner
- Vulnerability Response Workspace Module
- How-To Import ServiceNow Stories 🚀
- Best of ServiceNow Vancouver
- Enhancing End-User Service Experience
- Washington ESC or Knowledge Portal?
- TikTok for Digital Leaders
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Strategic Portfolio Management
- Understand ServiceNow's 2 SPMs
- Comparing ServiceNow-Strategic-PM to Microsoft-PM
- Efficient Workday to ServiceNow Integration
- ServiceNow Executive Reporting Approaches
- SPM Gantt Chart Presentation
- Strategic Portfolio Management Foundations
- Timeline: ITBM to SPM
- SPM Project Templates
- SPM: Starting a Demand
- AutoMatePro AutoPlan Demand Management
- Strategic PPM Risk Management
- SPM Risk Management Process
- Xanadu Upgrade: ServiceNow SPM
- Xanadu Upgrade Drives Innovation
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AutomatePro
- AutomatePro AutoTest Reference
- AutomatePro AutoTest: Getting Started
- AutomatePro AutoTest Custom-Testing
- Autotest: Test-Run Defects
- Quality Assurance Test Process
- AutoTest Case Planning
- AutomatePro Functions and Permissions
- AutoMatePro AutoPlan Demand Management
- Introducing AutomatePro Control Console
- Troubleshoot AutoTest Run Issues
- QuickStart-AI Service Catalog Test
- 8.2 New AutoTest Features
- AutomatePro AutoTest Operations Process
- Persona Use & Administration
- AutomatePro A-Z Terminology Glossary
- AI-Powered AutomatePro & ServiceNow
- AutomatePro Accelerated Agile Sprints
- Advanced ServiceNow Test Automation
- Costly Habit: Manual Test
- Transforming Healthcare Software Catalogs
- Upgrades: AutoTest from ATF
- BPC Heros & AutomatePro
- AutomatePro: Greenfield ServiceNow Strategies
- Automated Test Platform Health
- AutomatePro AutoDocument from AutoTest
- UC: AutoTest & AutoDocument
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- Agile Automation’s Unexpected Value
- Accelerate ServiceNow AutoDeploy Value
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- Epic Chicago World Forum
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Glossary Reference
- Security and IT Glossary
- Guided After-Action Report
- Security-Operations GRC Glossary
- Artificial Intelligence A-Z Glossary
- Business Process Improvement Glossary
- HR Glossary
- Strategic Portfolio Management Glossary
- Service Catalog/Portal A-Z Glossary
- AutomatePro A-Z Terminology Glossary
- Healthcare Compliance Simplified Framework
- A-Z Data Fabric Glossary
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ITSM
- ITSM Capability Model- L1
- One-IT: Effective Ticket Handling
- Service Catalog Order Guides
- Email-to-Incident is Costly Inefficiency
- CMDB Health Dashboard
- Incident On-call Best Practices
- Managing Incident Surge Problems
- High Volume Incident-Management Strategies
- Pinned KB-Articles & deflection
- Stockroom Asset Management Mastery
- Starting ITSM Predictive Intelligence
- Predictive Intelligence Knowledge Service
- Predictive Intelligence & ITSM
- Predictive Change Mastery
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- Epic Chicago World Forum
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Service
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Overview
- Productivity: Service Operations Workspace
- GRC Managed Risk
- GE Change Acceleration Process
- Overview: Employee Center Pro
- SOX Control-Management and Attestation
- RIDAC: Strategic Portfolio Management
- Artificial Intelligence A-Z Glossary
- Advanced Program Management
- AI: ServiceNow Virtual-Agent Chatbot
- Business Process Optimization Reviews
- Proper Ticket Handling Imperative
- Public Sector Digital Services
- Employee Journey Management ServiceNow
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UAT
- UAT- Approve or Reject Change
- Demo Service Catalog
- AutoTest Case Planning
- Strategies for Manual Test
- 8.2 New AutoTest Features
- Persona Use & Administration
- AutomatePro A-Z Terminology Glossary
- AutomatePro Accelerated Agile Sprints
- Advanced ServiceNow Test Automation
- AutomatePro: Greenfield ServiceNow Strategies
- Epic Chicago World Forum
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Healthcare
- GRC Industry Reference Matrix
- Broad's AI COVID-19 Solutions
- KAUST: AI-Healthcare Innovation
- Eye Strain: Modern Sources and Solutions
- Covid and Omicron 911, That was my Emergency
- Fresh Juicing for Healing: Dawn's COVID Part 2 (Omicron edition)
- Transforming Healthcare Software Catalogs
- Healthcare Compliance Simplified Framework
- Epic Chicago World Forum
- AI-Prompts for Cognitive Recovery
- Alexa Productivity: Cognitive Focus
- Domestic Violence Long-Covid Fainting
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Chat GPT
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Security Operations (SecOps)
- SecOps Vulnerability Response Lifecycle
- Vulnerability Response Workspace Module
- Vulnerability Remediation RACI
- Security Incident Response Introduction
- Introducing Security Incident Response
- Vulnerability Response Test Plan
- High Volume Incident-Management Strategies
- Understanding Security Encryption Standards
- TPRM: Solving Vendor Risk
- BA Guide: Vulnerability Response
- Epic Chicago World Forum
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Agile
- Agile Scrum Master Guide
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- Persona Use & Administration
- AutomatePro A-Z Terminology Glossary
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- Advanced ServiceNow Test Automation
- AI-powered ServiceNow Tests
- 80% Outages: Unauthorized Change
- Upgrades: AutoTest from ATF
- Effective Business Process Consultancy
- CAP Agile Story Grooming
- Data Fabric Governance & Quality
- Automated Test Platform Health
- AutomatePro AutoDocument from AutoTest
- AutomatePro: Ditch Manual Agile
- Agile Automation’s Unexpected Value
- Manual Deployment Defect Loops
- Setting Up Agile Boards
- Agile Center of Excellence
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Knowledge Management
- Productivity Tips for Knowledge-Users
- AI and Improved Knowledgebase-Search
- Washington ESC or Knowledge Portal?
- Knowledge Management Pro Features
- Accelerate ServiceNow-Knowledge with Microsoft-Word
- Pinned KB-Articles & deflection
- ServiceNow Document Management System
- Mastering Knowledge Article Pinning
- Impactful Incident Management Knowledge
- Starting ITSM Predictive Intelligence
- Predictive Intelligence Knowledge Service
- Mastering Zing Search Optimization
- AI Demands: Data Stewards
- ServiceNow Collaborative Workspace Management
- Known Error Process Essentials
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Workday
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Network Connectivity Solutions
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Business Process Methodologies
- Ideation: DaVinci Inspired Mind-Mapping
- Quality Assurance Test Process
- AutoTest Case Planning
- Managing Incident Surge Problems
- Strategic PPM Risk Management
- AI-Powered AutomatePro & ServiceNow
- Advanced ServiceNow Test Automation
- TPRM: Solving Vendor Risk
- A-Z Data Fabric Glossary
- Workflow Data Integration Fabrics
- New in Performance Analytics
- Effective Business Process Consultancy
- BPC Heros & AutomatePro
- AI’s Emergent Governance Ethics
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- Build ServiceNow Data Fabric
- Microsoft Sync Sanity Saving
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- AI Powered Excellence Centers
- C-Suite CxO ChatGPT Prompts
- Brilliant Productivity ChatGPT Prompts
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- SAFe Release Planning Process
- Agile Automation’s Unexpected Value
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Service Catalog & Request Management
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Artificial Intelligence
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Integrated Risk Management
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Microsoft
- Effortless Excel Mail Merge
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AI: Generative Artificial Intelligence
- Mastering iPhone 16 AI
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- AI Video Editing Hacks
- AI Workflow Reengineering Requirements
- AI: Dawn’s Demos AutomatePro
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Global News & Views
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Digital Business Process
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Healthy Inspirations
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Neurodiversity
Knowledge is AI-Power
Knowledge is AI-Power: Knowledge Management (KM) emerges as a linchpin, masterfully reshaping our engagement with technology and inter-personal connections. At the epicenter, KM stands not just as a component, but as the very heart of Artificial Intelligence (AI). It plays a dual role: firstly, by fueling user engagement with insightful and relevant content, and secondly, by significantly boosting productivity through intelligent data utilization. This dynamic interplay between KM and AI doesn’t just alter our technological interactions; it revolutionizes them, making KM an indispensable power source in today’s digital world.
An effective knowledge management platform will help an agent easily find the relevant content to resolve the customer interaction of the first call. For every 1% improvement in First Contact Resolution (FCR), there is a 1% improvement in customer satisfaction and a 1% reduction in operating costs!
~SQM Group’s research, “How to Improve First Call Resolution“
- Boost in First Contact Resolution (FCR): A robust knowledge management system can significantly increase FCR rates by equipping agents with immediate access to necessary information. More satisfaction for less money? That is noteworthy.
- Dramatic Reduction in Resolution Time: Entities utilizing knowledge management effectively often witness a substantial decrease in problem resolution time, typically between 50-80%.
- Significant Cost Savings: Implementing a knowledge-centered support approach can drastically reduce call handling times and the need for follow-up contacts, leading to considerable cost savings.
- Enhanced Customer Satisfaction: Employing knowledge management generally leads to higher customer satisfaction scores, thanks to faster and more accurate response times.
This powerful tools of Generative AI and Knowledge Management actively cuts down service delivery costs, demonstrating its pivotal role in the evolution of digital services. By bridging gaps and streamlining processes, KM empowers AI systems, engages users more effectively, and transforms the landscape of service delivery into a more efficient and cost-effective domain.
Transforming the User Experience- Where Knowledge is AI-Power:
Elevating End User Empowerment:
Service Knowledge Management revolutionizes the user experience by offering a comprehensive repository of information, answers, and solutions. This transformation not only accelerates problem resolution but also empowers end-users to independently find solutions, often more swiftly and conveniently than awaiting personal assistance. Consistently reliable information further elevates the quality of the user experience.
Knowledge is AI-Power for Reducing Service Delivery Costs
Streamlining Service Efficiency:
This approach significantly diminishes the volume of queries directed at service agents by enabling users to self-solve their issues. Consequently, service agents can focus their efforts on more complex tasks, effectively reducing the cost-of-service delivery. AI-powered knowledge management helps with accessing diversified information in a single place. It allows employees across the organization access to all information.
Enhancing Digital Assistance
Augmenting Knowledge is AI-Power for Virtual Agents & Predictive Intelligence:
n the framework of ITIL (Information Technology Infrastructure Library), the creation, updating, and sharing of knowledge are not just beneficial practices but essential responsibilities for all users. This approach is integral to the continual improvement and effectiveness of IT services.
Creating Knowledge
- All ITIL Users’ Role: Every user, regardless of their role, contributes to knowledge creation. This involves documenting new findings, solutions, and processes.
- Enhances Collective Intelligence: This collective effort enriches the knowledge base, ensuring a wide range of insights and solutions.
Updating Knowledge
- Continuous Improvement: Regular updates to existing knowledge reflect the evolving IT landscape and organizational changes.
- Responsibility of Users: It’s crucial that all users actively engage in keeping the knowledge base current and relevant.
Sharing Knowledge
For ITIL Users, engaging effectively with knowledge is integral to fostering a collaborative and efficient work environment. Emphasizing the principle of ‘Collaboration is Key,’ they should actively share knowledge across departments and teams. This not only nurtures a cooperative atmosphere but also plays a crucial role in dismantling information silos within the organization. By breaking these barriers, ITIL Users can ensure a more integrated and unified approach to service management, leading to enhanced problem-solving and innovation.
Knowledge Management (KM), certain practices stand out as crucial for effective operation:
- When to Create Knowledge:
- Initially, when new solutions or processes are developed.
- Subsequently, after significant updates or changes in systems or practices.
- Continuously, as part of routine documentation of experiences and learnings.
- When to Edit Knowledge:
- Periodically, to ensure information remains current and accurate.
- Following feedback from users or new insights, to refine and improve content.
- Regularly, as a part of quality control and knowledge base maintenance.
- When to Search for Solutions:
- Initially, when facing a new challenge or query.
- Then, as a routine step before escalating issues to higher levels.
- Continuously, to stay updated on best practices and emerging trends.
- When to Share Knowledge with End Users:
- Promptly, when relevant information can resolve user queries.
- Consistently, to empower users with self-help tools and resources.
- Proactively, to anticipate and address potential questions or issues.
Incorporating these practices strategically into the KM process can significantly enhance the efficiency and effectiveness of knowledge sharing and utilization within an organization.
Augmenting AI and Predictive Intelligence
Knowledge Management (KM) plays a pivotal role in enhancing AI and Predictive Intelligence. Firstly, it serves as a vital fuel, enriching AI systems with a wealth of diverse data. Secondly, KM significantly sharpens the accuracy of Predictive Intelligence. As a result, this combination leads to more intelligent and responsive AI solutions.
Consequently, organizations utilizing this integration experience a notable uplift in their tech capabilities. Therefore, strategically employing KM to augment AI and Predictive Intelligence is not merely advantageous; it’s crucial for maintaining a competitive edge in the digital arena.
- Providing Foundational Content: By feeding AI systems with a rich, constantly updated knowledge base, ITIL users enhance the capabilities of these technologies.
- Key to Advanced Capabilities: The depth and quality of this knowledge base are instrumental in boosting the performance of virtual agents and predictive intelligence.
- Structured Knowledge Base: Keeping the knowledge organized and accessible ensures that AI and predictive systems can deliver accurate and helpful responses.
By embracing these responsibilities, ITIL users not only enhance their own efficiency and service quality but also play a pivotal role in maximizing the effectiveness of AI and predictive intelligence technologies within their organizations. This collective approach to knowledge management forms the backbone of a responsive, adaptive, and forward-thinking IT service environment.
Improving Agent Performance
Optimizing Knowledge is AI-Power for Agent Assist:
To enhance agent assist with knowledge use:
- Ensure agents have instant access to a centralized, regularly updated knowledge base.
- This access speeds up resolution times and boosts service quality.
- Agents save time, as they spend less time searching for information or devising new solutions.
These practices lead to more efficient and effective service delivery.
Strategies for Maximizing Knowledge Management
Encourage creating and sharing in a Knowledge is AI-Power Culture
To cultivate a culture of knowledge sharing:
- Begin by inspiring team members to contribute and exchange insights.
- Implement incentives and recognition programs for active participants.
- Integrate knowledge sharing into key performance metrics.
These strategies promote collaboration and foster a continuous learning environment.
Maintaining Knowledge is AI-Power & Relevance
To excel in customer service, regularly update and evolve the knowledge content. Continuously refresh and refine the knowledge base to keep it relevant and accurate, involving both adding new content and revising existing material.
Integrating User Feedback, Suggestions and Comments
Utilize feedback from both users and agents to enhance the knowledge base’s quality, focusing on what users find beneficial and identifying areas for improvement.
Aligning this base with user needs and seamlessly integrating it into service delivery processes is vital. This approach not only improves service delivery but also inspires and empowers customers and agents alike, harnessing the transformative power of knowledge.
Other Resources where Knowledge is AI-Power
- Create a knowledge article (servicenow.com)
- Digital Business Transformation Knowledgebase
- Review and Approve Knowledge
- Knowledge Management guide for users (servicenow.com)
- Virtual Agents Are Rapidly Expanding Their Role In The Workplace (forbes.com)

Association of Generative Artificial Intelligence www.linkedin.com/groups/13699504/