The ServiceNow-delivered options worth knowing:
- Knowledge Management Fundamentals (on-demand, Now Learning) — good baseline for new admins, covers the core configuration areas
- Knowledge Management Implementation — more hands-on, better for someone who will own the configuration
Honestly though, neither fully prepares someone for real-world KM administration at scale. The gaps I see most often with new KM SMEs are governance design, taxonomy decisions, and AI Search readiness — none of which are covered well in the formal courses.
What fills those gaps faster than any course:
- Work through the OOTB Knowledge Center (sn_km_center) on a PDI and read the release notes carefully — it surfaces a lot of configuration behavior the courses don't cover
- The ServiceNow KM Community here — search threads on AI Search configuration, valid-to date management, and Knowledge Blocks specifically
- Now Create/Best Practices for implementation guidance on KB architecture and governance models
What's the context — are you inheriting an existing implementation or starting greenfield? That changes where I'd focus first.
