KCS in a new ServiceNow ITSM Implementation

[Joe Kieltyka]

Hello,  we are in the process of migrating from BMC Remedy to ServiceNow.  Our implementation partner is not well-versed in KCS - I end up in "teaching mode" during our design sessions - so I am looking for some expertise in the detailed ins and outs and best practices of configuring the product to support our KCS practice.  I'm devouring as much training and guidance material that ServiceNow provides but I'd still like to draw upon the experience of someone who has walked this path with customers before.  Has anyone worked with someone in the consulting community, who is an expert in both the KCS methodology and in ServiceNow implementation, that they could recommend?

Many Thanks!

[Vickie Runyon]

While I cannot recommend a vendor specifically for KCS implementation, I can say that we use CDW for our ServiceNow Partner and they are knowledgeable about KCS.  I also can say that I used the KCS Verified resource from the Consortium for Service Innovation. It's a spreadsheet from Service Now that lists how the platform aligns with KCS and the specific features that align with the KCS principles. The KCS Verified designation only applies to Case Management in SN, not Incident Management so I had to extrapolate when we did our KCS implementation.

I used my KCS knowledge (I'm v6 certified) to design a workflow. In SN, the KCS methodology is best suited to using a Workspace UI, not Classic. We are using Service Operations Workspace but have also used Agent Workspace in the past to follow KCS.

[Erik24]

Hi,

I just got curious, what are the main reasons Workspace is better suited than Classic for KCS methodology?

[Vickie Runyon]

When following the KCS Methodology, you search for an article in each Incident. If you do not find a relevant article and know the solution, you then create an article while working on the Incident.

In Classic, there is no easy path from Incident directly to article creation. In Workspace, the path exists! From the Incident, you can create a Knowledge Feedback Task, and then from that task, create a new article. And, even better, with the tabbed interface, you can see both the new article and the Incident at the same time (in different tabs in the workspace) so you can refer to the incident notes when creating the new article.

Edited to Add: I forgot to mention the search tools are SOOO much better in a workspace as well.  The Recommendations pane and the Agent Assist pane bring the search results right to the Incident window (alongside the Incident info vs. over the top in Classic view). And, the article view is HTML formatted just as the reader would see it in the portal too.

And, if the Knowledge Worker wants to edit the article, that is easily done in the workspace as well in a sub-tab of the Incident.

Lastly, it seems that SN development efforts toward the Classic UI have halted. I had an interaction with SN Support probably two years ago about a feature or something that worked well in Workspace but not in Classic and their answer was basically: "Classic is dead and we are only putting efforts towards enhancing the Workspace UI"

[David Kay]

I recently saw a client's KCS implementation in Workspace.  I agree: the UX was shockingly better in supporting the Solve Loop.  For those of you familiar with KCS in Salesforce (Case details on the left, feed view in the middle, knowledge sidebar on the right), this implementation in Workspace looked very similar.