1. ServiceNow Implementation Knowledge Management

2. Workshop Day 1 Introduction & Roles Objectives & Outcomes
Current State Assessment
Knowledge Management Best Practice Overview
Brief introduction by the team members, and understanding roles in the workshops
Brief overview of workshop deliverables and high level goals of each attendee
Current state review, challenges, opportunities, controls and measures
Level setting and overview of what Knowledge Management is, benefits, and roles & responsibilities
Description
Knowledge management allows users to create, edit, and view knowledge articles to share information across the organization. Knowledge articles are pieces of knowledge, such as a policy or release notes. Each article exists within a knowledge base, which is managed by one or more knowledge managers.

3. Workshop Approach
Understand how Knowledge Management can help your organization
Understand the roadmap to get the most value out of Knowledge Management
Document requirements and design based on workshop participation

4. ServiceNow Enterprise Cloud
Security
Operations
Vulnerability
Response
Finance
Customer
Service
Facilities HR
Incident
Marketing
SERVICE MANAGEMENT
Problem
Legal
Change
SERVICENOW PLATFORM
Field
OPERATIONS
MANAGEMENT
Asset
Application
Logic
Application
Development
User
Experience
More
Risk
Security
Analytics
Discovery
CMDB
BUSINESS MANAGEMENT
Service
Mapping
Vendor
Orchestration
Audit
Event Management
Test
Cloud Management
Demand
Financial
Management
Resource
Project
SDLC

5. Process Review Lets review the process framework.
Don’t hesitate to ask questions.

6. Knowledge Management Overview
Knowledge management is the process, by which an organization identifies, creates, manages, and delivers information to enhance workforce performance. The purpose of knowledge management is to provide information collected from individuals, best practices, clients, competitors and other sources in a format that individuals can use to improve productivity and the quality of their work.
Knowledge can be in the form of documented knowledge and information or “content” (e.g. best practices, policies & procedures, news articles, applications, etc.) or internalized knowledge (e.g., communities of practices, SMEs, etc.).

7. Knowledge Management Overview
Knowledge Management involves the following activities:
Identify information needs of the various service management roles: Establishes what information is required and identify gaps between required and available information. Also, describes the methods to capture and approve knowledge
Define responsibilities for various information types: Defines who is responsible for ensuring certain types of information are available and accurate
Assess information within the Service Knowledge Management System (SKMS) for consistency: Maintains an SKMS information model and verify that different types of information are available as needed, there are no undesirable redundancies, and all required types of information are recorded as needed
Improve structure and content of SKMS: Improves data structure and cross-referencing between certain types of information, improve ways in which information is presented and improve search functionality
Ensure security of stored knowledge: Ensures that regular backups are carried out and information is protected to the required level

8. Key Process Design Steps
The process design effort will need to include detailing the steps to be taken for managing information
Identifying methods to submit knowledge
Steps to review and approve knowledge
Actions to be taken
Chronological order of the actions, including accessing and updating the Service Knowledge Management System (SKMS)
Responsibilities
Time frames for completing the actions
Required additional activities (e.g., documentation)

9. Key Process Design Steps
Identifying information requirements
What information is required by each of the other managed services?
What data, information, and knowledge is critical to the performance of the workforce?
What is currently available? Where are there gaps? How are these to be filled?
What types of information need to be available?
How should information be presented to be effective?
How will information be gathered?
How will users input information?
How does content get created, submitted, approved and managed over time?
Which activities are currently used to capture data? What is done to ensure these activities are efficient?

10. Key Process Design Steps
Defining responsibilities for various information types
How is the actual KM organization structured? Roles and responsibilities?
What roles will be responsible for recording information in the SKMS?
Should Communities of Practice be organized? Other forms of Collaboration?
How should these operate and how should they be managed?
Who will be responsible for ensuring information is available and accurate?
Who “owns” the content?
Assess information within the SKMS for consistency
How will the availability of relevant, unduplicated information be assured?
How will information controls be managed to ensure consistency of data?
Improve structure and content of SKMS
How should the content be organized so it can be easily found and retrieved?
How is the content stored?
How are content items referred or “linked” to each other?
How is content usage encouraged or ensured?
Ensure security of stored knowledge
How is security and access handled? How is recovery?

11. Process Design: Roles & Responsibilities
There are a number of roles identified in supporting and participating in the Knowledge Management process. These following roles play a key part in managing Knowledge Management:
Role
Description
Any Role
All users with at least one ServiceNow role can create and edit knowledge articles. Some knowledge bases may limit this to only certain users.
Knowledge
knowledge Users with the knowledge role can contribute to the default knowledge base and access the Knowledge application menu
Knowledge Manager
Knowledge managers perform administrative functions for knowledge bases they manage such as defining categories,
pinning important articles, and approving changes to articles. Users selected as managers of a knowledge base receive
this role automatically.
Knowledge Administrator
Knowledge administrators can manage the default knowledge base.
Admin
Administrators create new knowledge bases, configure knowledge workflows, set knowledge properties, and manage
knowledge forms and homepages.

12. Process Design: Sample Metrics
Metrics for this process include:
Percent of incidents and problems categorized as "lack of knowledge"
Average number of accesses to the knowledge management system
Size of knowledge management system
Ratio of solution creation versus reuse
umber of accesses per knowledge item
Percentage first contact resolution
External customer satisfaction ( Users)
Internal customer satisfaction (Knowledge Domain Experts and Solution Writers)
Number and percentage of entries in knowledgebase flagged for review
Incident ticket creation and resolution or handoff cycle times
Percentage of incidents resolved with Knowledge Management Process