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 key capabilities and features of Knowledge Management within ServiceNow. It provides a practical demonstration of core functionalities, leading practices, and strategies to successfully implement and adopt Knowledge Management. The offering supports customers in streamlining knowledge creation, sharing, and improving search outcomes, while showcasing how AI-powered features can enhance knowledge content effectiveness.
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This Accelerator includes essential resources and guides that help customers achieve knowledge excellence. It is available for Impact Guided, Advanced, and Total packages.
What You Get
- Session Preparation: Provision of a temporary ServiceNow instance and activation of relevant plugins.
- Customer Coaching Session #1 (up to 90 minutes):
- Overview of Knowledge Management capabilities and features.
- Demonstration on how to set up Knowledge Management for success.
- Guidance on planning, governance, initial setup, and configuration.
- Strategies for managing and consuming knowledge effectively.
- Access to key resources and leading practice guides.
- 30-day access to the temporary instance for hands-on experience.
- Optional Customer Coaching Session #2 (up to 60 minutes): An opportunity for Q&A related to Knowledge Management upon customer request.
Customer Resource Roles and Responsibilities
Participation from specific customer roles is requested to ensure successful knowledge management implementation:
- Platform Owner: Accountable for overall ServiceNow platform governance and alignment with business strategy.
- System Administrators: Responsible for platform stability, maintenance, and configuration tasks.
- Knowledge Process Owners: Primary stakeholders managing the Knowledge Management process.
- Knowledge Content Stakeholders: Individuals who own, administer, or use organizational knowledge, including roles such as Service Desk Managers, Customer Service Managers, Information Architects, and others.
- Developers: Responsible for coding and platform customization.
- Trusted Service Partners: May attend coaching sessions to understand leading practices and support customers.
Additional Information
The Accelerator may have restrictions for certain customers, such as those in restricted environments, self-hosted customers, or managed service providers with domain-separated instances. ServiceNow does not implement recommendations on customer instances but provides guidance through the Accelerator sessions.
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.
For more information on Resource Management, see Resource Management classic.
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.