Knowledge Management Integration with ITSM

[Sujal_]

Knowledge Management Integration with ITSM
Description:
Integrate Knowledge Management with Incident and Problem Management.
Key Deliverables:
1. Create knowledge articles for recurring incidents and problems.

2. Automatically Link knowledge articles to incidents and problems for faster resolution if recurring incident/problem with same category and similar short description.
3. Configure search suggestions for users to find related articles.
4. Build a dashboard to track:
Knowledge article usage in incident resolutions.
The creation and approval of knowledge articles.
Tools:
Knowledge Management, Incident Management, and Dashboards.

[Dr Atul G- LNG]

Hi @Sujal_ 

Knowledge Management Integration with ITSM
Description:
Integrate Knowledge Management with Incident and Problem Management.

Atul: It is OOTB available.
Key Deliverables:
1. Create knowledge articles for recurring incidents and problems.

Atul: You can do this manually, or you can make the knowledge field mandatory when closing an incident so that an article is automatically generated in Draft state.

2. Automatically link knowledge articles to incidents and problems for faster resolution if recurring incident/problem with same category and similar short description.

Atul: Based on the short description, an agent can manually pick a relevant article and link it to the record. Automatic linking or suggestions are possible through Gen AI or Now Assist, so you may need to explore this area further.
3. Configure search suggestions for users to find related articles.

Atul: Again, OOTB is available, as a contextual search or on the portal; you can use AI Search.
4. Build a dashboard to track:
Knowledge article usage in incident resolutions.

Atul: Yes, you can create it. https://www.servicenow.com/community/knowledge-managers/how-do-i-find-out-how-many-incidents-have-kn...

https://www.servicenow.com/community/platform-analytics-forum/reporting-on-knowledge-articles-used-t...

The creation and approval of knowledge articles.

Atul: Yes, 100%. OOTB There are flow/ WF mapped to Knowledge base which you can user with or without approval.
Tools:
Knowledge Management, Incident Management, and Dashboards.

https://youtu.be/aKpTk6pNQ9o

[Dr Atul G- LNG]

Knowledge Management Integration with ITSM
Description:
Integrate Knowledge Management with Incident and Problem Management.

Atul: It is OOTB available.
Key Deliverables:
1. Create knowledge articles for recurring incidents and problems.

Atul: You can do this manually, or you can make the knowledge field mandatory when closing an incident so that an article is automatically generated in Draft state.

2. Automatically link knowledge articles to incidents and problems for faster resolution if recurring incident/problem with same category and similar short description.

Atul: Based on the short description, an agent can manually pick a relevant article and link it to the record. Automatic linking or suggestions are possible through Gen AI or Now Assist, so you may need to explore this area further.
3. Configure search suggestions for users to find related articles.

Atul: Again, OOTB is available, as a contextual search or on the portal; you can use AI Search.
4. Build a dashboard to track:
Knowledge article usage in incident resolutions.

Atul: Yes, you can create it. https://www.servicenow.com/community/knowledge-managers/how-do-i-find-out-how-many-incidents-have-kn...

https://www.servicenow.com/community/platform-analytics-forum/reporting-on-knowledge-articles-used-t...

The creation and approval of knowledge articles.

Atul: Yes, 100%. OOTB There are flow/ WF mapped to Knowledge base which you can user with or without approval.
Tools:
Knowledge Management, Incident Management, and Dashboards.

https://youtu.be/aKpTk6pNQ9o