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Steph Morillo
Knowledge Management: The Key to Unlocking Organizational Success
In today's fast-paced business environment, organizations are constantly striving to stay ahead of the competition, provide great customer service, and ensure their employees have access to the information needed to do their work. One of the most important factors that contribute to an organization's success is knowledge management. Knowledge management refers to the systematic process of capturing, storing, sharing, and utilizing knowledge within an organization. It involves creating a culture of learning and continuous improvement, where employees are encouraged to share their knowledge and expertise with each other.
Here are some of the benefits of effective knowledge management:
- Improved decision-making: When employees, customers, and agents have access to relevant information and knowledge, they are better equipped to make informed decisions. This can lead to better outcomes and increased efficiency.
- Increased innovation: By encouraging the sharing of knowledge and ideas, knowledge management fosters a culture of innovation, leading to the development of new products, services, and processes.
- Enhanced efficiency and customer service: Knowledge management assists in reducing redundancy and streamlining processes, leading to increased productivity and efficiency which in turn leads to increased customer and employee satisfaction.
- Retention of organizational knowledge: Effective knowledge management ensures that valuable knowledge and expertise are not lost when employees leave the organization. This can help to maintain continuity and prevent the loss of organizational knowledge.
- Improved employee engagement and collaboration: When employees feel that their knowledge and expertise are valued, they are more likely to be engaged and motivated. This can lead to increased productivity and job satisfaction. Knowledge management promotes collaboration and knowledge sharing among individuals and teams, leading to better teamwork and collaborative outcomes.
Knowledge management is a critical component of organizational success. By creating a culture of learning and continuous improvement, organizations can become more effective, efficient, and innovative by leveraging the knowledge and expertise of their employees.
Knowledge-Centered Service (KCS) V6 Methodology Built into ServiceNow Knowledge Management
Knowledge-Centered Service (KCS) is a methodology that focuses on creating and maintaining knowledge as a key asset of an organization. It involves capturing, structuring, reusing, and improving knowledge to support the resolution of issues and problems.
The benefits of KCS include:
- Improved customer satisfaction: By providing timely and accurate information to customers, KCS helps to improve their experience and satisfaction.
- Increased efficiency: KCS enables organizations to resolve issues faster and more effectively by leveraging existing knowledge, reducing the need for agents to research and solve the same issue repeatedly.
- Reduced costs: By reusing knowledge instead of recreating it, KCS helps to reduce costs associated with training, support, and problem resolution. KCS enables organizations to scale their service delivery by leveraging the collective knowledge of their team members.
- Continuous improvement: KCS encourages continuous improvement by promoting collaboration, feedback, and knowledge sharing among team members, resulting in higher-quality information that is more useful to customers and employees.
- Improved collaboration: KCS encourages collaboration among agents, leading to a more cohesive team and stronger knowledge-sharing culture.
Overall, KCS is a powerful approach for organizations looking to improve their service delivery and enhance their knowledge management capabilities. To learn more about KCS visit the Consortium for Service Innovation site.
Getting Started
To start we recommend viewing our three-part video series on creating a successful knowledge management program featuring Channing Bui, Sr. Product Manager, ITSM &KM:
Step 1: Knowledge Management Best Practices - Governance
After selecting a new knowledge management system, many organizations begin with implementation when they should begin developing a knowledge-sharing culture based on governance. In this video, understand why governance is an important first step.
Step 2: Knowledge Management Best Practices - Implementation
An implementation plan is vital to successfully launching a knowledge management program in any organization. Hear some top tips from a KM expert, including why technology should always follow people and processes.
Step 3: Knowledge Management Best Practices - Operationalization
The continued success of any KM program rests on operationalizing best practices to get the most value out of your program. Find out what steps to take to maximize your program’s impact.
Next Steps
Once you've viewed the videos above, you're ready to take the next steps with the following:
- Start with the Knowledge Management (KM) Fundamentals Course to learn more about Knowledge Management as a process, and the Knowledge-Centered Service methodology.
- If you're an implementer also take the Knowledge Management (KM) Implementation Course to understand more about implementing the product, and pair this training with the Knowledge Management Guided Setup as you implement.
- Use the Knowledge Management Guided Setup to assist you with your implementation. This in-product setup will assist your team with ensuring all critical steps to your implementation are complete and can be re-visited as your organization onboards more of the features found in ServiceNow Knowledge Management.
- Register for the Knowledge Management Academy that runs live every second Tuesday of the month at 12pm EST. Sessions are recorded and posted.
- If you're looking to go further with process information, check out the following on Now Create:
Resources
For up-to-date information on Knowledge Management visit the release notes within the product docs:
@KarenDrust: I forgot until this morning that I captured this image on 7/29/2025 of the upcoming sessions for Platform academy - looks like 8/12/2025 may be of special interest to you:
