1. Information Technology Department IT Service Management Request Fulfillment & Knowledge Management
Information Technology (IT)

2. Request Fulfillment Goals
Standard and repeatable way to request and fulfill Service Requests.
Clear expectations on what the service is delivering/or not delivering
Expectations on delivery dates/times are set with the customer as part of the request
Processes are built in way that allows for changing technology with little or no changes to the process required.

3. Request Fulfillment Tools Supporting Functions Fulfillment Manager
Fulfillment Teams
Request Lifecycle
Requested
Approval
Fulfillment
Delivery
Resolution
Process Integrations
Asset Management

4. Request Fulfillment Usage 116 Items in the Request Catalog
41,774 Items requested (2015/2016 YTD)
96,218 tasks (2015/2016 YTD)
82,323 Generic requests (2015/2016 YTD)

5. Request Fulfillment

6. Knowledge Management Goals
A way to be consistent in the way we share perspectives, ideas, experience, and information
Giving people the ability to quickly respond to circumstances by making relevant data, information, and knowledge available to people and processes at the right place and at the right time
Improving the quality of service, increasing satisfaction, and reducing cost.

7. Knowledge Management Tools Supporting Functions Content Owners
Knowledge Management Team
Help Center
Knowledge Lifecycle
Newly Published
Maintenance
Retiring
CI relationship
Process Integrations
Incident
Problem
Multiple repositories with varying Knowledge types
Types include day 1 guides, runbooks, known errors and workarounds, test cases, process, procedures, and more.
The knowledge is spread out across multiple repositories with no standard for where the information is housed and is easily accessible to users
SharePoint
Local Drives
ServiceNow
Tribal Knowledge
Supports the Help Center
Help center can resolve incidents or answer questions on behalf of services
Self Service
Day 1 guides to learn how to use a service, workarounds to help resolve issues experienced with a service, accessing procedures
Lifecycle Process – (Current focus was to assess and improve on the lifecycle process that supports knowledge housed within ServiceNow
Automation/Removing Waste
Retired
Informing of updates rather than approving of updates
Quicker TAT
Reduced the backlog from ~ 500 in Q1 to 200 a few weeks ago to roughly 20 today.
Creating new knowledge
Leaving feedback
Customers can leave feedback direclty within knowledge which is sent to the knowledge team to review and assess for needed updates.
Quality Review/Keep Relevant
18 month review cycle to ensure knowledge stays up to date and users can rely on it to make decisions
Retiring
Remove knowledge that is no longer needed
IE. Workarounds removed from root cause removal.
Integrations
Incident
Create knowledge from incident resolution
Problem
Create knowledge from within problem (based on identified workaround)
Auto-retireds knowledge when Problem is closed

8. Knowledge Management Usage 2,198 Published 401 Created (2015/2016 YTD)
552,849 Views (Since 2008…Looking at currently published articles)
87% of Incidents created by Help Center used Knowledge (2015/2016 YTD)
40% FPOC resolution
403 feedback submissions (2015/2016 YTD)
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