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?"

[Lauren Methena]

This is more of a statement than a question. I totally agree - it's been a long path to teach myself what I need to know, especially since I don't always have support from my fellow team mates.

So, what are some proposed fixes? 

Perhaps go to the Idea Portal and make the suggestion that ServiceNow offer more focused KM training and documentation.

The KM role is definitely complicated by the fact that most of the permissions are managed by the system admin.

Depending on how functional or not functional your team is, this is going to play out in different ways. (Ask me how I know ... )

I ended up creating a ton of my own documentation to train people at my organization. If you'd like to see any of it, please let me know in a reply. I'd be happy to share.

[Aerin]

I definitely agree that how functional your SN team is will play a big role. They hadn't used KM before I got here, so we're the blind leading the blind.

[Michael QCKM]

This is a HUGE, HUGE valid point. They don't (necessarily) know KM, and I am not a Developer/programmer/SN Admin.

[Kim27]

Hi Lauren, I would really appreciate you sharing anything you can! 

Kim

[Lauren Methena]

Sure, @Kim!  I'll pop them into the top thread.