Operational Technology Knowledge Management release notes
Summarize
Summary of Operational Technology Knowledge Management Release Notes
The ServiceNow® Operational Technology Knowledge Management application, introduced in the Washington DC release, enables users to create and manage knowledge articles related to Operational Technology (OT) systems, facilitating information sharing among users facing similar issues. This feature enhances OT incident management by providing structured knowledge resources.
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Key Features
- Create an OT Knowledge Base: Establish a platform for OT knowledge users to store, share, and manage incident-related content.
- Create Knowledge Articles: Generate articles from OT incident records or within the Industrial Workspace to document incidents and their resolutions.
- Report Knowledge Gaps: Identify and report knowledge gaps directly from OT incident records, assigning feedback tasks for resolution.
- Approval Workflow: Knowledge managers can approve requests to publish or retire articles, ensuring the knowledge base remains current.
- Contextual Information: Access related knowledge articles for insights on OT incidents being handled.
- UI Enhancements: New list views and a Create Knowledge button in the Industrial Workspace streamline knowledge article management.
Key Outcomes
By utilizing Operational Technology Knowledge Management, customers can efficiently document and share OT-related knowledge, leading to faster resolutions for incidents and improved overall operational efficiency. Knowledge managers can maintain an up-to-date knowledge base, while users benefit from easy access to relevant information, thereby reducing downtime and enhancing productivity.
To implement this feature, ensure you have the Operational Technology Incident Management application (version 2.0.2) installed, as no additional plugins are required.
The ServiceNow® Operational Technology Knowledge Management application helps you to capture information about your Operational Technology (OT) system in knowledge articles that can be shared with other users who might experience similar issues. Operational Technology Knowledge Management is a new feature in the Washington DC release.
Operational Technology Knowledge Management highlights for the Washington DC release
- Track knowledge articles by configuring an OT knowledge base for knowledge managers and knowledge users.
- When used with the Operational Technology Incident Management application, browse all knowledge base articles that are related to an OT incident.
- Record your knowledge and solutions. You can create knowledge articles through the Industrial Workspace or from the OT incident record.
- Monitor possible knowledge gaps. You can report a knowledge gap from an OT incident record and assign the related feedback task to a user.
See Operational Technology Knowledge Management for more information.
Operational Technology Knowledge Management features
- Create an OT knowledge base
Create an OT knowledge base to provide a self-service platform for OT knowledge users to store, share, and manage content that is about OT incidents.
- Create a knowledge article from an OT incident record
Create a knowledge article directly from an OT incident record to save the information about an OT incident and its resolution.
- Create a knowledge article in Industrial Workspace
Create a knowledge article in the Industrial Workspace to help point an article's contents to the needs and solutions that aren’t directly related to an OT incident.
- Report a knowledge gap from an OT incident record
Report a knowledge gap from an OT incident if you can't find the relevant knowledge articles about the incident.
- Approve requests to publish or retire a knowledge article
Approve requests to publish or retire a knowledge article, as a knowledge manager, to keep the knowledge base up to date.
- Assign feedback tasks that are related to a knowledge gap
Assign feedback tasks, as a knowledge manager, to help ensure that the feedback task is addressed and the related knowledge article is updated.
- Find information in the related knowledge articles for an OT incident
- View the contextual knowledge articles to help you find information about the incident that you’re working on and any previous resolutions that may be applicable.
UI changes
- Knowledge module list view
- The Knowledge module list view was added to the Industrial
Workspace and includes the following lists:
- My Unpublished Articles
- My Published Articles
- All Articles
- My Feedback Tasks
- All OT Knowledge Gaps
- Assigned Feedback Tasks
- Unassigned OT Knowledge Gaps
- Create Knowledge button
- The Create Knowledge button was added to the Industrial Workspace in the OT incident record form. The Create Knowledge button enables you to create a knowledge article directly from an OT incident record.
Activation information
Operational Technology Knowledge Management is included with the Operational Technology Incident Management application. You must have the Operational Technology Incident Management application (version 2.0.2) installed and configured, so that you can configure Operational Technology Knowledge Management. No additional plugins are needed. Install Operational Technology Incident Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.