1. Knowledge Management Training Presentation
Larry Johnson IT Service Management
February 2018

2. Legacy vs. v3 Knowledge Management
These key differences exist between the legacy and v3 knowledge management functionality.
Legacy Knowledge
Knowledge v3
One knowledge base.
Multiple knowledge bases.
A single publishing workflow shared by all articles.
Separate, customizable workflows available for each knowledge base.
Two-level organizational structure with Topic and Category. A single organizational taxonomy shared by all articles.
Category structure with any number of levels. Each knowledge base has a unique category taxonomy.
Permissions defined per article using roles and ACLs.
Permissions defined per knowledge base using user criteria.
The ability to move KB Articles between databases without needing to create a new article.
The ability to post and share knowledge between IT and the Business.
KB Owners have the option to be alerted when a knowledge article is pending retirement.
Social Q&A

3. Course Agenda Lesson 1: Knowledge Management Introduction
Lesson 2: Create Knowledge
Lesson 3: Publish Knowledge
Lesson 4: Manage Knowledge
Lesson 5: Wrap-Up
In this course you will learn about the Knowledge Management process and application in ServiceNow. You will learn about creating a Knowledge Article, about publishing Knowledge, about managing Knowledge, and then we will wrap-up.

4. Lesson 1:
Knowledge Management Introduction

5. After this lesson, you will be able to:
Key Differences Between Legacy Knowledge and KB3
Define Knowledge Management and how it relates to other ITSM processes
Describe the Knowledge Management process
Identify roles and responsibilities
Navigate through the Knowledge application
Search and view Knowledge Articles

6. Knowledge Management Introduction
Knowledge Management is one central process responsible for providing knowledge to all other IT Service Management processes. Knowledge Management enables the creation and maintenance of information to resolve incidents and support technology functions.
Main Goals of Knowledge Management
Improve quality and timeliness of information
Provide easy access to process and support documents
Distribute accurate and timely articles
Respond to user feedback to maintain and improve the Knowledge Base
Knowledge Management is a central process responsible for providing knowledge to all other IT Service Management processes.
It enables the creation and maintenance of information used to resolve Incidents, Problems, and support technology functions.
Focused on providing the right information, to the right person, at the right time.
Enables IT service providers (internal or external) to improve the quality of services and reduce the cost of service delivery.
Its main goals are:
To improve the quality and timeliness of information, decreasing the Mean Time to Restore Service (MTTR)
To provide easy access to process and support documents
To distribute accurate and timely articles to the organization to make better informed decisions, including the ability for an end user to resolve their own Incident
To respond to user feedback to maintain and improve the knowledge base.

7. Relationship with other ITSM Processes
One of the many benefits of ITSM practices is the integration amongst processes. This helps break down silos within the IT department.
Incident Management
The Knowledge Base can help resolve an Incident.
A request for a Knowledge Article can be submitted through an Incident record.
Problem Management
The Knowledge Base can help solve Problems and identify Known Errors.
A Knowledge Article can be submitted through a Problem record.
One of the many benefits of ITSM practices is the integration amongst processes. This helps break down silos within the IT department.
Incident Management is the process responsible for managing the lifecycle of all Incidents. Incident Management ensures that normal service operation is restored as quickly as possible and the business impact is minimized.
A Knowledge Article in Draft state can be submitted from an Incident record by checking the Knowledge check box.
Problem Management is the process responsible for managing the lifecycle of all Problems. Problem Management proactively prevents Incidents from happening and minimizes the impact of Incidents that cannot be prevented. Known Errors are stored in the Knowledge Base and can provide workarounds to end users until the Problem is completely resolved.
A Knowledge Article in Draft state can be submitted using the Post Knowledge Related Link.

8. Knowledge Management Process Flow
Activities
Create Knowledge
Publish Knowledge
Manage Knowledge
Workflow States
Draft
Review
Published
Pending Retirement
Retired
The main activities of Knowledge Management are Create Knowledge, Publish Knowledge, and Manage Knowledge. Each of these activities is comprised of several procedures that support the activities.
Create Knowledge – If the search for knowledge reveals the need to create an article, then create article draft and submit it for review.
Publish Knowledge – Once the article is reviewed for accuracy, it can then be published.
Manage Knowledge – Knowledge Articles need to be reviewed periodically to ensure they are still pertinent and accurate. If they are no longer relevant or a more accurate article has been created since, they can be retired.
The Knowledge Article moves through various workflow states as it is being worked.
The first state is Draft, this is the state a Knowledge Candidate is in when first initiated.
Published is the state of the article once the Knowledge Candidate is published to the Knowledge Base.
Retired is the state once it has been retired and it is no longer visible to users.

9. Terms and Concepts Knowledge Base Knowledge Article Workaround
Part of the Service Knowledge Management System (SKMS) and the portal through which customers access Knowledge Articles
Knowledge Article
Any record that is logged in the Knowledge Base
Able to link to a variety of other processes. (i.e. Incident, Problem, etc.)
Workaround
An alternate or temporary solution to a Problem until a permanent solution can be found
Knowledge articles can include Problem workarounds
Known Error
A known issue exists and has an available workaround until a root cause can be determined
The Knowledge Base is the repository of all Known Errors
Knowledge Candidate
Any submitted, but not yet Published, Knowledge Article
Notes

10. Introduction to Knowledge Application
The Knowledge application can be used to create, edit, and view Knowledge Articles.
Key Knowledge Modules
Description
Articles
Create New
Create a new knowledge article
Unpublished/ Published
View and edit your unpublished/ published articles
All
View and edit a list of all articles, regardless of their state
Administration
Knowledge Bases
Create, view and edit the knowledge base
Feedback
View feedback logs for knowledge articles
Search Log
View search history, to determine user trends
Overview
View reports about knowledge usage
The Knowledge application is the starting point for creating, editing and viewing Knowledge Articles.
There are two main categories: Articles and Administration, with modules under each.
Access to the Knowledge application is dependent on user permissions.

11. Navigate to the Knowledge Bases
To navigate to the Knowledge Bases:
Under the Self-Service application, click Knowledge OR
Under the Knowledge application, click Homepage.
The Knowledge Bases homepage displays articles by Knowledge Base:
Audit
Customer Service
Facilities Knowledge
Human Resources IT
Legal Knowledge
Also, there are sections containing specially Featured Content, Most Useful Knowledge Articles and those articles Most Viewed.

12. Lesson 2:
Create Knowledge

13. After this lesson, you will be able to:
Search for Knowledge Articles
Create and submit a Knowledge Article
Use Knowledge templates, if available

14. Search for Knowledge Articles
Create Knowledge
Publish Knowledge
Manage Knowledge
Prior to submitting or requesting a Knowledge Article be created, you should search the existing Knowledge Base for articles pertaining to the same service or application, as well as similar content or policies. There are three ways to search for existing Knowledge Articles: from the Knowledge homepage, from the Global Search box, or from a record.
Knowledge Homepage
Global Search
Prior to submitting or requesting a Knowledge Article be created, you should search the existing Knowledge Base for articles pertaining to the same service or application, as well as similar content or policies. There are three ways to search for existing Knowledge Articles: from the Knowledge homepage, from the Portal Global Search box, or from a record.
To perform a search from the Knowledge homepage:
Select the knowledge base from the dropdown field (e.g., IT) in the upper left corner of the banner, or click on the IT Knowledge Base icon on the homepage.
Enter the search criteria (topic) in the Search Knowledge field (e.g.,. ) The system displays the results.
To perform a search from the Global search box:
Click the magnifying glass in the upper right area of the banner.
When the search box is displayed, enter the search criteria (topic).

15. Search for Knowledge Articles, cont’d.
Create Knowledge
Publish Knowledge
Manage Knowledge
Incident Record
Record
To search from an Incident record:
The Incident form displays contextual search results based on text entered in the Short Description field. These search results provide targeted knowledge to the incident analyst.
To search from a record:
Click the Book icon next to the Short Description field. The system returns a list of articles in order of relevancy.
Then you can click the link under each article to read the entire article.

16. Create a Knowledge Article
Create Knowledge
Publish Knowledge
Manage Knowledge
If no Knowledge Article exists, and a need for one has been identified, it is time to start writing!
To create a Knowledge Article:
Write the article.
Review the article.
Ensure it is a targeted article.
Submit the article.
If no Knowledge article currently exists, create a new Knowledge Candidate. Be sure to relate the Candidate to any applicable service or application.
To create a Knowledge Article:
Write the Knowledge Candidate - If no Knowledge article currently exists, draft a Knowledge Candidate.
Review the article - Read the article in detail to ensure proper content, grammar, and spelling.
Ensure it is targeted- Relate the submission to any applicable service or application by ensuring the audience is specific.
Submit for review- Submit the submission to the Knowledge Manager.

17. Submit a Knowledge Article
Create Knowledge
Publish Knowledge
Manage Knowledge
There are three ways to submit a Knowledge Article:
Knowledge Base
Knowledge Application
There are three ways to submit a Knowledge Article: from the Knowledge application, from the Knowledge Base homepage, or from a record like an Incident or a Problem.
To submit a Knowledge Article from the Knowledge application:
From the Application Navigator under the Knowledge application, and under Articles, click Create New. A Knowledge form is displayed.
Fill out the form.
And click Submit.
To a submit a Knowledge Article from the Knowledge homepage:
Under the Knowledge application, click Homepage. The Knowledge homepage is displayed.
Click Create an Article button.
The Knowledge form is displayed.
Then, click Submit.
To submit a knowledge article from an Incident record:
1. Check the Draft KB checkbox, which will create a knowledge article in Draft state once Incident is closed.
To submit a knowledge article from a Problem record:
Click the Post Knowledge Related Link or
Check the Draft KB checkbox, which will create a knowledge article in Draft state once Problem is closed.
Select users can import a Word document to a Knowledge Base:
From the Knowledge homepage, click Import Articles.
This opens an Import form.
Select the Knowledge base for the new article.
You can select only knowledge bases to which you can contribute.
Select a Category from within that knowledge base.
Select the Publish check box to start the publishing workflow for each imported article immediately after the import finishes.
Click Import.
Incident or Problem

18. Knowledge Form
Create Knowledge
Publish Knowledge
Manage Knowledge
To submit a Knowledge Article candidate, you must complete the new Knowledge form.
To submit a Knowledge Article candidate, you must complete the new Knowledge form:
Look up the Knowledge base under which the Knowledge Article will appear.
Look up the Category to which the Knowledge Article pertains. This field will ensure that the correct audience can view and use this Knowledge Article.
Complete the Short description using key words; this will become the title of the Knowledge Article, and will be used to look for possible duplicate articles before this record is submitted.
Then, click the Search for Duplicates action button at the top of the record banner, to make sure you are not creating a duplicate article.
If not a duplicate article, go ahead and create the article content
If you need to attach any documents to the knowledge candidate, click the paper clip icon on the record banner to browse and attach them.
When done, click Submit.

19. Knowledge Templates
Create Knowledge
Publish Knowledge
Manage Knowledge
Knowledge templates can be created to auto-populate specific fields in the article form, saving the knowledge creator from entering recurring information.
Templates can be created for clients to auto-populate specific fields in the Knowledge Article form.
Using a template saves the user from entering recurring information in a Knowledge Article.
Templates available for use are determined by user roles.
The user can apply a template to the Knowledge article by selecting the appropriate template from the context menu.
To apply a template:
Click the ellipsis icon on the form header of the new knowledge record.
Click Toggle Template Bar. The template bar appears at the bottom of the form listing the available templates.
Choose the template to apply. The template is applied.
Click See Details to see the details of the template.
To remove the template, click Undo Changes.

20. Lesson 3:
Publish Knowledge

21. After this lesson, you will be able to:
Publish a Knowledge Article

22. Unpublished Knowledge Article
Create Knowledge
Publish Knowledge
Manage Knowledge
Unpublished articles can only be seen by the individual who created them and anyone with the Knowledge Manager Role.
Draft
Once the Knowledge Article candidate is ready, it is time to publish it so it becomes a Knowledge Article.
To publish Knowledge Article (select users have this ability):
Navigate to Knowledge > Articles > Unpublished to review articles to be published.
Open the article.
If acceptable, click the Publish button at the top of the record.
When you navigate to Knowledge > Articles > Published articles list the new published Knowledge Article appears.
If you click article link, system returns you to the Knowledge article which reflects Published in the Workflow field.

23. Publish Knowledge Article
Create Knowledge
Publish Knowledge
Manage Knowledge
Once all edits have been made, the Knowledge Article can be published.
Published
Once the Knowledge Article candidate is ready, it is time to publish it so it becomes a Knowledge Article.
To publish Knowledge Article (select users have this ability):
Navigate to Knowledge > Articles > Unpublished to review articles to be published.
Open the article.
If acceptable, click the Publish button at the top of the record.
When you navigate to Knowledge > Articles > Published articles list the new published Knowledge Article appears.
If you click article link, system returns you to the Knowledge article which reflects Published in the Workflow field.

24. Lesson 4: Manage Knowledge 9/18/2018
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25. After this lesson, you will be able to:
Move a Knowledge Article.
Identify when and how to retire a Knowledge Article.

26. Move a Knowledge Article
Create Knowledge
Publish Knowledge
Manage Knowledge
You can move articles between knowledge bases.
You can move articles between knowledge bases..
To Move a Knowledge Article:
1. Edit a knowledge article.
2. Change the Knowledge Base field value. After moving an article, the Apply Default Values dialog box prompts you to populate certain fields in the article with default values from the new knowledge base. If the new knowledge base has no default values, the dialog box does not appear.
3. Click OK to overwrite fields with the default values, or Cancel to leave all fields unchanged. A knowledge manager can define default values for articles in knowledge bases you manage using the Set default knowledge field values field on the Knowledge Base form.
4. Click Update.

27. Retire Knowledge Article
Create Knowledge
Publish Knowledge
Manage Knowledge
During the auditing process, it may be determined that an article is no longer useful. At that point the knowledge article should be retired.
During the auditing process, it may be determined that an article is no longer useful. At that point the Knowledge Article should be retired.
To retire a Knowledge Article:
Validate article is no longer applicable - During the review process, it may be determined by the Content Owner that an article is no longer applicable or useful to the organization. The Content Owner will reach out to appropriate parties (Service Owners, Submitters, Stakeholders, or other SME’s) to ensure the article is no longer needed.
Communicate with the Submitter - The Content Owner will insure the author is alerted that the article is going to be removed from use.
Retire the article - Once it has confirmed the article is no longer applicable or useful to the organization, the article can be retired.
When deciding if a knowledge article should be retired:
Article with little to no feedback / views should be validated whether or not it is still applicable.
To retire the knowledge article:
Navigate to the article to retire.
Click Retire. The Workflow state changes to Retired.
Knowledge articles will not be deleted from the Knowledge Base, but will be set to “inactive”.

28. Lesson 5:
Wrap-Up

29. Summary Knowledge Management Create Knowledge Manage Knowledge
Knowledge enables the creation and maintenance of information to resolve Incidents or otherwise support technology functions.
Knowledge Management supports the resolution of Incidents and Problems.
The Knowledge Base is the repository of all Known Errors.
Create Knowledge
Through general course of business, any user can & should propose a knowledge article that they believe would be helpful.
A Knowledge Article can be submitted through an Incident form, a Problem record, or the Knowledge homepage.
Knowledge templates auto-populate specific fields in article forms.
Manage Knowledge
Articles should be evaluated on a regular basis (at least once every twelve months) to ensure the article is still relevant, correct, and useful.
If during the audit an article is deemed no longer useful, then retire the article.
Let’s review the Knowledge Management Process.
Introduction to Knowledge:
Knowledge enables the creation and maintenance of information to resolve Incidents or otherwise support technology functions.
Knowledge Management supports the resolution of Incidents and Problems.
Create Knowledge:
Through general course of business, any user can and should propose a Knowledge Article that they believe would be helpful.
A Knowledge Article can be submitted through an Incident form, a Problem record, or the Knowledge homepage.
Manage Knowledge:
Articles should be evaluated on a regular basis (at least once every twelve months) to ensure the article is still relevant, correct, and useful.
If during the audit, an article is deemed to no longer be useful, the knowledge editor will contact the author and then retire the article.

30. Knowledge Check! What is the Knowledge Base?
Once you have identified the need for a Knowledge Article, what should you do next?
What is meant by a targeted article?
Why do you audit Knowledge Articles?
Answers
The Knowledge Base is part of the Service Knowledge Management System (SKSM) and the portal through which customers access Knowledge Articles.
When submitting the need for a new article, the first thing you should do is check to ensure a similar Knowledge Article does not already exist. If not, you can proceed with creating a Knowledge Article. If one does exist, you should contact the Author to discuss any potential edits.
Articles should be targeted to ensure they are effective. This means there is a specific audience and a specific issue or application the article is addressing.
Knowledge Articles are audited on a regular basis to ensure the article is still relevant, correct and useful. If the article is no longer useful, then the article should be retired.

31. Congratulations!
Congratulations! You have successfully completed the ServiceNow Knowledge Management Training Course.