Contender Solutions: Knowledge Management

ServiceNowKnowledge Management

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Agenda ◦ What is Knowledge Management?◦ Why use Knowledge Management

Pains when not using a Knowledge Management Benefits of using Knowledge Management

◦ What is new with Fuji Multiple knowledge bases Workflows Other OOTB Workflows Knowledge Catalog Item

◦ Tracking and Reporting◦ Best Practice◦ Who we are◦ Contact Us


What is Service Catalog?

“Knowledge management is a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise’s information assets. These assets may include databases, documents, policies, procedures, and previously un-captured expertise and experience in individual workers.” – Gartner

Getting the knowledge from people and giving it to the customers at the right time.


What is Knowledge Management?


Why use Knowledge Management

Pains when not using Knowledge Management◦ Information is locked in a organization and also in process users heads. Process

users are endlessly recreating information time and time again. All that information is floating around and not being shared or used.

Benefits of using Knowledge Management◦ Allows customers to search or seek information inside the platform vs having to

seek out the information from the original source.◦ Create flexible controls over who can view and contribute information.◦ Drives self-service and support (tier 1) resolutions ◦ Reduces cost and time spent on researching issues/problems


What is new in Fuji

Multiple knowledge bases Create different templates for each knowledge topic or team

Pre-created templates allow non-common knowledge contributors to be able to submit knowledge without knowing how to format or style a knowledge article.

Ability to spread management responsibilities across multiple users(knowledge managers)


What is new in Fuji

Workflows Knowledge allows the use of workflows which are completely

configurable Can be dependent on any field available in the article Gives knowledge managers the same feel as Service Catalog


What is new in Fuji

Other OOTB Workflows Knowledge – Approval Publish Knowledge – Approval Retire Knowledge – Instance publish Knowledge – Instant Retire Knowledge – Published Knowledge Knowledge – Retire Knowledge


What is new in Fuji

Advance Search feature Limit by knowledge base, categories, specific authors, tailor down things,

control the sort by things and more

Knowledge Catalog Item


What is new in Fuji


Tracking and Reporting

Giving the business owners the ability to track how knowledge manage has impacted your organization


Best Practice

Have customer leadership support, without customer leadership moving forward with Knowledge Management will ultimately fail or stall.

When implementing knowledge start with a specific group of people inside your organization to show success. Once you have success with one group, everyone else will want to join the knowledge bandwagon.

Always be prepared to provide feed back with reporting.

Contender Solutions is a ServiceNow partner, providing expert services in the ServiceNow platform space. If you’re looking to stand up ServiceNow for the first time, upgrade to the

latest version, or add functionality to an existing instance, we can help.

Data StorageBuilt around our core competencies, we take a strong approach to federal enterprise

architecture services by addressing all aspects of your IT needs. Our delivery process can help guide you in a system’s correct implementation and our certified professionals can

create effective solutions for a full spectrum of federal enterprise architecture needs.

Consulting ServicesOur industry experts will help you secure and optimize the most strategic component to success, your people. We begin our partnership by seeking to understand your business

targets, hardware and software needs and the gaps between your current and future state. We then develop a game plan with our Subject Matter Experts to close those gaps with the

right people, skills and a solution.


Who We Are

Contact Us

1511 N. Westshore Blvd., Suite 220Tampa, Florida 33607

813.642.3837

[email protected]


Technology

Contender Solutions: Knowledge Management