The document discusses knowledge management in ServiceNow. It defines knowledge management and explains its benefits, including allowing information to be shared and reducing research costs. It outlines new features in the Fuji release of ServiceNow, including multiple knowledge bases, workflows, advanced search, and knowledge catalog items. It also discusses best practices for knowledge management implementations and introduces Contender Solutions as a ServiceNow partner.

1. ServiceNow
Knowledge Management
© 2015 Contender Solutions - Confidential & Proprietary

2.  Agenda
◦ What is Knowledge Management?
◦ Why use Knowledge Management
 Pains when not using a Knowledge Management
 Benefits of using Knowledge Management
◦ What is new with Fuji
 Multiple knowledge bases
 Workflows
 Other OOTB Workflows
 Knowledge Catalog Item
◦ Tracking and Reporting
◦ Best Practice
◦ Who we are
◦ Contact Us
© 2015 Contender Solutions - Confidential & Proprietary
What is Service Catalog?

3.  “Knowledge management is a discipline that promotes an integrated
approach to identifying, capturing, evaluating, retrieving, and sharing all of
an enterprise’s information assets. These assets may include databases,
documents, policies, procedures, and previously un-captured expertise and
experience in individual workers.” – Gartner
 Getting the knowledge from people and giving it to the customers at the
right time.
© 2015 Contender Solutions - Confidential & Proprietary
What is Knowledge
Management?

4. © 2015 Contender Solutions - Confidential & Proprietary
Why use Knowledge
Management
 Pains when not using Knowledge Management
◦ Information is locked in a organization and also in process users heads. Process
users are endlessly recreating information time and time again. All that information
is floating around and not being shared or used.
 Benefits of using Knowledge Management
◦ Allows customers to search or seek information inside the platform vs having to
seek out the information from the original source.
◦ Create flexible controls over who can view and contribute information.
◦ Drives self-service and support (tier 1) resolutions
◦ Reduces cost and time spent on researching issues/problems

5. © 2015 Contender Solutions - Confidential & Proprietary
What is new in Fuji
 Multiple knowledge bases
 Create different templates for each knowledge topic or team
 Pre-created templates allow non-common knowledge contributors to be able to
submit knowledge without knowing how to format or style a knowledge article.
 Ability to spread management responsibilities across multiple users(knowledge
managers)

6. © 2015 Contender Solutions - Confidential & Proprietary
What is new in Fuji
 Workflows
 Knowledge allows the use of workflows which are completely
configurable
 Can be dependent on any field available in the article
 Gives knowledge managers the same feel as Service Catalog

7. © 2015 Contender Solutions - Confidential & Proprietary
What is new in Fuji
 Other OOTB Workflows
 Knowledge – Approval Publish
 Knowledge – Approval Retire
 Knowledge – Instance publish
 Knowledge – Instant Retire
 Knowledge – Published Knowledge
 Knowledge – Retire Knowledge

8. © 2015 Contender Solutions - Confidential & Proprietary
What is new in Fuji
 Advance Search feature
 Limit by knowledge base, categories, specific authors, tailor down things,
control the sort by things and more

9.  Knowledge Catalog Item
© 2015 Contender Solutions - Confidential & Proprietary
What is new in Fuji

10. © 2015 Contender Solutions - Confidential & Proprietary
Tracking and Reporting
 Giving the business owners the ability to track how knowledge
manage has impacted your organization

11. © 2015 Contender Solutions - Confidential & Proprietary
Best Practice
 Have customer leadership support, without customer leadership
moving forward with Knowledge Management will ultimately fail or
stall.
 When implementing knowledge start with a specific group of people
inside your organization to show success. Once you have success
with one group, everyone else will want to join the knowledge
bandwagon.
 Always be prepared to provide feed back with reporting.

12. Contender Solutions is a ServiceNow partner, providing expert services in the ServiceNow
platform space. If you’re looking to stand up ServiceNow for the first time, upgrade to the
latest version, or add functionality to an existing instance, we can help.
Data Storage
Built around our core competencies, we take a strong approach to federal enterprise
architecture services by addressing all aspects of your IT needs. Our delivery process can
help guide you in a system’s correct implementation and our certified professionals can
create effective solutions for a full spectrum of federal enterprise architecture needs.
Consulting Services
Our industry experts will help you secure and optimize the most strategic component to
success, your people. We begin our partnership by seeking to understand your business
targets, hardware and software needs and the gaps between your current and future state.
We then develop a game plan with our Subject Matter Experts to close those gaps with the
right people, skills and a solution.
© 2015 Contender Solutions - Confidential & Proprietary
Who We Are

13. Contact Us
1511 N. Westshore Blvd., Suite 220
Tampa, Florida 33607
813.642.3837
info@contendersolutions.com
www.contendersolutions.com
© 2015 Contender Solutions - Confidential & Proprietary