How NetApp Empowered Their Employees

At home, finding answers to everyday questions has become a trivial task. Just “Google it” – and an endless list of forums, articles, and YouTube videos pop up. At work, however, it’s an entirely different experience. Users don’t typically have an easy way to get answers, and quickly turn their ‘asks and issues’ into helpdesk tickets.

Find out how NetApp, one of the world’s leading storage and data management companies, changed the way their employees use shared knowledge to solve work‑related problems. By combining knowledge management with self‑service, NetApp has dramatically improved resolution time, customer satisfaction, and employee productivity.

Join Jennifer Dell‑Ernström, Knowledge Manager at NetApp, and Mike Malcangio, Product Manager at ServiceNow, to learn how NetApp was able to:

  • Make knowledge accessible for the entire company through a self‑service portal
  • Motivate a community of subject matter experts to create usable knowledge articles
  • Manage the knowledge lifecycle to keep content fresh and relevant
  • Use Knowledge Management to deflect incident volume and reduce service desk workload

This is the second webinar in a three‑part conversation, where industry experts discuss automating and consumerizing service management. The first webinar titled, “How C.H. Robinson Modernized IT with Self‑Service,” is available on‑demand.

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