Knowledge Management in ServiceNow
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The document outlines a detailed approval and review process for knowledge articles, which includes mandatory reviews by subject matter experts (SMEs) and automatic retirement of articles once the validity period expires. It defines roles and responsibilities for knowledge contributors, builders, and consumers, along with the necessary steps for creating, editing, and retiring articles. Notifications are sent to stakeholders regarding article statuses, and provisions are made to prevent duplicate articles during creation.
Knowledge Management in ServiceNow
- 5. •All articles will go through an approval process before they can be published •Articles will be reviewed by designated Subject Matter Experts before they are marked for publication •Articles will be reviewed regularly •Articles which are not reviewed will be automatically retired and unavailable for use after the expiry of the validity period •Reviewers can extend the validity of the article if it qualifies on the validity and relevance criterion •Articles will be automatically retired and removed from circulation after expiry of validity period •Articles can be retired automatically after pre-determined milestone •Notifications sent to the relevant stakeholders before the expiry of the article •Article once retired cannot be brought back into circulation Retirement policy Review policy Approval policy
- 7. 1.2 3.1
- 8. Status Phase “Transition from” Status Phase “Transition to” Requisite Draft Build All mandatory fields need to be filled in order to move the status from “Draft” to “Build” Build Editorial Review The status gets changed from “Build” to “Editorial Review” only when approved by knowledge SME Editorial Review Published Status will get changed from “Editorial Review” to “Published”, once reviewed & approved by Knowledge Manager Published Published Status will not get changed from if article is edited/updated but it will capture the activity logs. Build Retired(Unqualifie d) If article does not qualify to be knowledge article, it will be retired as “unqualified” by respective SME Published Retired(Expired) If “valid to” date of an article passes, article will be retired as an “Expired” article.
- 9. Data Information Acquire and develop Knowledge Qualified information (Unqualified knowledge) Stale Knowledge Knowledge Build Knowledge Structure and publish Maintain Knowledge and process Use and apply Knowledge, gain wisdom Knowledge Database Knowledge Management Knowledge Contributor Knowledge Builder (SME) Technical writer,Editor Knowledge Manager Knowledge Consumers
- 10. The knowledge contributor will collect data and information from various sources, verify the data to develop knowledge articles.
- 14. Notification Trigger KM Group Approver (SME) Created By When the Knowledge ticket is assigned for approval Y When the Knowledge ticket is rejected Y When the Knowledge ticket is published Y 30 days before the retirement of knowledge ticket Y Y 15 days before the retirement of knowledge ticket Y Y 7 days before the retirement of knowledge ticket Y Y On retirement of knowledge ticket Y Y
- 16. Roles & Assigned Responsibilities
- 17. Role Mapping Role Name Actors Knowledge Contributors All IT Support Staff Builder / SME / Approver Technical SME(s) from Technology tracks Service Managers User / Consumer of Knowledge All IT Users IT Support Staff SME = Subject Matter Expert
- 19. User Roles
- 20. Landing Page for End User View knowledge articles
- 21. SNOW Consoles Consoles for various Processes configured in SNOW SNOW = Service Now
- 22. Create New: Create a new Knowledge Article Published: View all published Knowledge Article All: View All the Knowledge Articles in the Knowledge Base Retired: View all retired Knowledge Articles Assigned View Knowledge Articles to me: assigned to you
- 23. Articles can be searched by typing keywords in Global Search bar present at the right hand side corner
- 24. Enter the text that you want to search Click on this icon Articles fulfilling the search criteria will be listed here
- 25. Captures entries and changes on the ticket. List of activities performed under respective Knowledge article can be viewed by clicking on “Notes” button
- 26. The knowledge articles available under “List View” - can be modified by adding/removing columns mentioned under “Personalize List Columns”
- 28. Category, Sub Category and Description are mandatory fields to be entered for knowledge article creation. All the mandatory fields are marked in “red” color
- 29. CI = Configuration Item To add CI with knowledge article, click on “Search” icon against CI field and choose respective CI from popped-up list of values CI can be added by filling-in this field
- 30. 1. Click on Attachment Icon 2. Click on Choose files and browse for the document to be attached 3. Click on Attach 4. Click here to make another attachment
- 31. 1. Click on Insert Image Icon 2. Select Attachment from the dropdown for Type field 3. Click on choose and browse for the image to be inserted 4. Click on Attach to complete image insertion
- 32. Once “Search For Duplicate” chosen, tool performs search based upon keywords and produces relevant results While creating a knowledge article, knowledge contributor can “Search For Duplicates” to ensure that duplicate article does not get created
- 34. OR Click on ‘Knowledge Approvals’ tab Click on ‘Knowledge Approvals’ tab SSO = Employee Self Service On the ESS page click on ‘Approvals’ tab
- 35. If a knowledge article is rejected, its mandatory to provide reason for rejection An article is Retired or Disqualified when approver clicks on “reject” tab An article is Retired / Disqualified when approver clicks on “reject” tab
- 36. To make an article available for all users, SME or Knowledge Manager clicks “Mark Public” button SME = Subject Matter Expert
- 37. The knowledge article is Rejected by the approver at Build phase. • The current date/published date exceeds the Valid To date of the knowledge article. • Knowledge article created from a problem ticket retires when the identified workaround is implemented and the problem ticket is closed
- 38. “Rejecting an article will retire it automatically – if any changes are needed, approver is requested to make those before approving or it could be performed after publishing the article”.
- 39. An article is Retired / Expired when the validity of the article expires.
- 40. In order to create an Incident ticket as knowledge article, open ticket when Incident Status is ‘Work In Progress’
- 41. Change the Incident Status to resolved and fill the sub-status field
- 42. A knowledge article is created and gets related to the incident The established relationship can be viewed by clicking “ Related Records” tab
- 43. 1. When a problem ticket status changes to ‘under investigation’ / ‘solution identification’, a knowledge article is automatically created 2. The number of the article pops-up on the screen
- 44. The status of knowledge article is set to “Editorial Review” automatically Newly created knowledge article inherits the information like “symptom”, “cause” and “workaround” from its parent problem ticket. HCL