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!

[PAWANK]

You may, please, like to check with DXC technology. They did our ITSM implementation, and the experts knew about KCS. However, similar stories. I think one will have to work with the implementers and architects for KCS alignment - more or less. If the architects/implementation team are equally passionate and have understood the KCS principles and concepts, then I think you can recommend the KCS Foundation training. I did. When I aligned the  implementation to match the KCS principles and practises (e.g. Article quality index (Content Standard Checklist), KCS Roles & workflow states, Knowledge article creation from an incident), initially I really had to work like a KCS coach. It depends on how interested they are in making your team successful with the KCS. All the best!!