Reporting on Knowledge Article Views

As a ServiceNow technical trainer, I commonly house training videos, learning interactions, job aids and other reference materials in knowledge articles because it is a centralized repository that all...

Interactive Demos In ServiceNow's Knowledge Base

In the discussion, Videos in the ServiceNow KB, servicenowkevin shared the benefits of using video in knowledge articles, "there are times when seeing a process done makes it easier to understand."Ano...

Requesting a non-production instance reset (zBoot)

You can now request the reset of a non-production instance without ever submitting an incident. A reset, also known as a zBoot, of non-production instances can be requested by users with the Customer ...

ServiceNow's content creation workflow

I put together a quick slide to give everybody a rough idea of how content moves from creation to publish within ServiceNow. To help highlight some of the other decision points we have related to cont...

Correlating Knowledge Management to cost savings

About two weeks ago Julia Lloyd created a post called What do you find to be the most challenging part of Knowledge Management. In the comments of that, Jeff Smith and I started talking about getting ...

Standard vs. Submission Knowledge Workflow

If the benefits of using the Submissioin workflow are:• Knowledge submissions can be assigned to knowledge workers outside the knowledge management team.• Knowledge submissions appear on the knowledge...

How do we come up with our best KB content?

When it comes to creating content, we go through a process that many of you likely go through as well:Support identifies a gap in knowledge and creates content to fill the gapKnown errors are created ...

Import Sets: Troubleshooting Truncated Data

Import Sets is a powerful tool that allows you to import data from various sources and then map that data into ServiceNow tables. To make sure your import process is as smooth and trouble free as poss...

Are you using templates?

I attended the Growing and Maintaining your Knowledge Base session led by Julia Lloyd and Jennifer Dell-Ernstrom while at Knowledge14. I was surprised to hear that many of her session attendees were n...

The ServiceNow Service Automation Platform: The Foundation for IT Transformation

How best to support and accelerate the evolution of IT at your enterprise?This is not (simply) a philosophical or rhetorical question. It's one you need to answer correctly to maximize your enterprise...

Easy Knowledge Management Wins PPT Deck

We've received a huge amount of positive feedback on the Easy Knowledge Management Wins webinar by Jason Haugh. We now have his deck to share. It's filled with tremendously useful information on how t...