Knowledge Training

[Kim27]

I find it frustrating that there seems to be a lack of knowledge admin training. I do not code, I do not want to learn to be a ServiceNow architect - I just want to better understand all of the features and tools applicable to my role. What I've found is there is really complex training for admins (not knowledge admins) and then training for end users. But not much in the middle. 

So, where/how did you get trained to fully understand the features available to you in your knowledge admin/knowledge manager role? 

If find it disturbing that on the training site, Knowledge isn't even a selection for "what roles are you interested in?"

[David Kay]

I'm in the same boat.  I am very much *not* a ServiceNow platform expert, and I'm setting up our version of KCS support in a PDI, and I really wish there were more knowledge-specific training.  I have the luxury of being Sys Admin of my PDI, but my clients don't, and so I really resonate with moving more capability into the hands of a knowledge manager.

The saving grace I've found is that the documentation has been really helpful to me.  But sometimes I don't think I know enough to find what I need.

[Pam Calvey]

If you are new to Knowledge Mgmt I would recommend taking the KCS Principles courses from CSI or another vendor asap. But yes, the SN nitty-gritty details are hard to find. We are trying to get more OOB and away from our initial customizations and it's hard to learn how SN does things the KCS way so I can compare and decide what stays and goes. I have had to figure out a lot on my own through QV or my developer instance, with the help of an admin. I have documented things thoroughly as I find them, as the last process admin did not and I don't want someone else or my backup stuck in that boat.

[David Kay]

All upcoming open KCS Practices Workshops are listed here: https://www.thekcsacademy.net/events/category/kcs-v6-practices-workshop/

All come with KCS v6 Practices certification as an option, I believe.  Note the time zones!

Our next open workshop is March 29-31, US Pacific time.

(But as Pam says, that doesn't help with the mechanics of setting up ServiceNow.  We do discuss the general approach to take and we can answer questions from our experience doing a KCS set-up.)

[Kim27]

Thanks David - we've already been through KCS training, but I appreciate the information! 

[Michael QCKM]

This is clearly, good information, BUT... I believe the issue all of us in Knowledge Management using ServiceNow are experiencing is NOT the lack of KCS understanding... it is the ability to DO KCS using ServiceNow as it has been developed/configured OOB. We are all struggling with similar things that are necessary and useful for KM and KCS, but do not function easily in the Platform - YET.

SN is definitely learning and growing in this, but the Software Development lifecycle is VERY long, and their need to collect revenue from "features" [example; Performance Analytics] is hindering Knowledge Management leadership ability to fully use KCS to assist employees.
(This is an opinion statement at the moment - if there are KM leadership out there completely satisfied with their ability to do KCS via SN, I would love to hear from them to know their secret!)