Jumpstart Your Knowledge Management
Summarize
Summary of Jumpstart Your Knowledge Management
The Jumpstart Your Knowledge Management Accelerator is designed for Impact customers to explore the core capabilities and features of Knowledge Management within ServiceNow. It demonstrates how to effectively implement and adopt Knowledge Management practices to streamline knowledge creation, sharing, and improve search outcomes. The offering highlights the value of well-crafted knowledge content, especially when integrated with AI-powered features, and provides key resources and best practice guides to support knowledge excellence.
Show less
Key Features
- Temporary Instance Provisioning: Customers receive 30 days access to a temporary ServiceNow instance with activated Knowledge Management plugins.
- Customer Coaching Sessions: Includes an initial 90-minute session covering Knowledge Management capabilities, setup, governance, and consumption strategies, plus an optional 60-minute follow-up Q&A session.
- Implementation Guidance: Applied demonstrations and support for initial configuration, planning, and governance to ensure successful Knowledge Management deployment.
- Resources and Best Practices: Access to leading practice guides to assist with Knowledge Management adoption and continuous improvement.
Customer Roles and Responsibilities
Successful participation involves collaboration among various customer roles, including:
- Platform Owner: Oversees platform accountability, governance, and alignment with business strategy.
- System Administrators: Manage platform stability, maintenance, and configuration tasks.
- Knowledge Process Owners: Lead Knowledge Management processes.
- Knowledge Content Stakeholders: Own and manage organizational knowledge, including roles such as Service Desk and Customer Service Managers, Information Architects, and end-users.
- Developers: Provide custom coding support as needed.
- Trusted Service Partners: Participate in coaching sessions to understand best practices and support implementation.
Package Availability and Limitations
This Accelerator is available to customers with Impact Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages. Certain environments, such as self-hosted or domain-separated instances, may have restrictions. ServiceNow provides guidance and coaching but does not implement recommendations directly on customer instances.
The Jumpstart Your Knowledge Management Accelerator provides a demonstration of the possibilities and capabilities of Knowledge Management.
Accelerator overview
Jumpstart Your Knowledge Management provides Impact customers with an overview of Knowledge Management's key capabilities and features. This offering explores core functionalities and leading practices, guiding customers through effective implementation and adoption strategies. You will learn how to streamline knowledge creation and sharing while enhancing search outcomes for your organization. Additionally, we demonstrate how well crafted knowledge content amplifies results when used with AI-powered features. This Accelerator also includes key resources and leading practice guides to set you on the path to knowledge excellence.
Package Availability
Offered pursuant to the applicable Impact Accelerator Description available at https://www.servicenow.com/legal/servicenow-impact.html
What you get
- Session preparation
-
- Provision a temporary instance
- Activate related plugins
- Customer coaching session #1 (up to 90 minutes)
- Includes the following:
- Overview of Knowledge Management capabilities & features
- Applied demonstration on setting up Knowledge Management for success
- Effective planning & governance
- Initial setup and configuration support
- Strategies for managing and consuming Knowledge effectively
- Key resources and leading practices guides
- 30 days access to the temporary instance is provided
- Customer coaching session #2 (optional upon customer request, up to 60 minutes)
- Opportunity for Q&A related to Knowledge Management.
Requested customer resources
One or more customer resource is requested. The specific number of resources provided is Accelerator and customer specific.
| Customer resource | Responsibilities | Required | Optional |
|---|---|---|---|
| Platform Owner | Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. | ✓ | |
| System Administrators | Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. | ✓ | |
| Knowledge Process Owners | Primary stakeholders responsible for Knowledge Management process. | ✓ | |
| Knowledge Content Stakeholders | Owns, administers, consumes or distributes organizational knowledge. This may include other process and information owners as well as agents, employees and representatives for external stakeholders. Examples: Service Desk Manager for ITSM, Customer Service Manager for CSM, Information Architects, User Experience Analysts,Agents, Engineers & Fulfillers, and Representatives for Employees, Customers, Partners & Consumers. | ✓ | |
| Developers | Writes code for the ServiceNow platform. | ✓ | |
| Trusted Service Partners | Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward. | ✓ |
Requested information / access
Refer to the applicable Impact Accelerator description available at https://www.servicenow.com/legal/servicenow-impact.htmlExclusions
This Impact Accelerator in its entirety or portions of the Impact Accelerator activities may not be available to customers in certain restricted environments, to self-hosted customers, or to managed service providers with domain separated instances.
ServiceNow resources are not responsible for implementing recommendations on customer’s non-production or production instances.