Knowledge Managers engaging teams

[RogueFader]

Hi, question to any Knowledge Managers.

I've been handed the process, I'm very much wearing my L plates with the process. One area I want to look at is seeking greater engagement from teams- in particular linking KBs to incidents where they are used to assist, also flagging where there are knowledge gaps, as well as creating more knowledge.

What barriers have you had when seeking 1st line teams engagements regarding utilising the knowledge base, and linking KBs to incidents? So far, I've only had people stating it takes too long to search for the KB.

Thanks in advance.

[Mark Manders]

Good luck!

Just remember one thing: people aren't using the KB at the moment because of a number of reasons. That article created over 2 years ago could be very useful, but with the current title, it may just never be found. It could still be very useful information.

Next to that: without any views and over 2 years old, it may be worth checking on the review process you have. It wouldn't surprise me if the 'valid to' is set to 1-1-2100, which just keeps your old knowledge still findable and will never get it reviewed/up to date.

[Dr Atul G- LNG]

Hi @RogueFader 

You can post here:

https://www.servicenow.com/community/knowledge-managers/bd-p/knowledge-managers-forum-board

I think, the major issue, is L1 team always loaded with the incidents and after an experience L1 team just check the words to match theor search and attach. I think it is more on education to L1 team, show them benefits of attaching KB to Inc and marking helpful / Not

[RogueFader]

Thank you. I can certainly agree that often when spinning a lot of plates, and L1 team picking up new tickets, getting direct messages from users for tickets from the following day, it's so easy to forget if they get overloaded. I'm looking at promoting the value the engaging with the KB at the moment and hope to get buy in at all levels.