Jumpstart Your Knowledge Management
Summarize
Summary of Jumpstart Your Knowledge Management
The Jumpstart Your Knowledge Management Accelerator is designed for Impact customers to explore and understand the core capabilities and best practices of Knowledge Management within ServiceNow. It guides customers through effective implementation and adoption strategies to streamline the creation and sharing of knowledge while improving search outcomes. The Accelerator highlights how well-crafted knowledge content can be enhanced using AI-powered features and provides key resources to support knowledge excellence.
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Package Availability
This Accelerator is available for Impact Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages. It is offered according to the terms described in the applicable Impact Accelerator Description.
What You Get
- Session Preparation: Provision of a temporary instance and activation of related plugins.
- Customer Coaching Session #1 (up to 90 minutes): Includes an overview of Knowledge Management capabilities, a practical demonstration for successful setup, planning and governance advice, initial setup and configuration support, strategies for knowledge management, and access to key resources and leading practice guides.
- Temporary Instance Access: 30 days access to the temporary instance is provided for hands-on experience.
- Customer Coaching Session #2 (optional, up to 60 minutes): An optional follow-up Q&A session focused on Knowledge Management.
Customer Roles and Responsibilities
Successful adoption requires involvement from specific customer roles, including:
- Platform Owner: Oversees the ServiceNow platform, ensures alignment with business strategy, and governs the platform.
- System Administrators: Maintain platform stability, support application issues, and manage configuration tasks.
- Knowledge Process Owners: Lead Knowledge Management processes.
- Knowledge Content Stakeholders: Manage, consume, or distribute organizational knowledge, including roles such as Service Desk Managers, Customer Service Managers, Information Architects, and others.
- Developers: Contribute code development for the platform.
- Trusted Service Partners: Participate in coaching sessions to understand best practices and provide ongoing support.
Exclusions and Additional Notes
This Accelerator or parts of it may not be available to customers in restricted environments, self-hosted customers, or managed service providers with domain-separated instances. ServiceNow resources provide recommendations but do not implement them 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.