Knowledge Management Academy Session 1 - Getting Started

The Knowledge Management Academy is held live every second Tuesday of the month at 12pm EST. Register for the Knowledge Management Academy and other Platform Academies here: info.serviceno...
In this session, we introduce this new academy series as well as the topics that will be covered throughout 2024. This session is primarily focused on things to do before you implement such as planning and preparation with defining stakeholders, business objectives, analyzing your current state, and defining your roadmap to ensure you have a successful knowledge management program. This information is also helpful for customers who have currently implemented and are looking to strengthen their current program and those who want to make sure they have a great foundation prior to any generative AI efforts that involve ServiceNow Knowledge Management.
This session serves as a great reference and guidepost material. In future sessions, we'll cover more specific topics relating to new releases, processes, and roles, deep dives into capabilities such as knowledge blocks and analytics, and more.
Here are the resources covered in this session:
Knowledge Management Product Hub on Community - www.servicenow...
Knowledge Managers Discussion on Community - www.servicenow...
Link to this event for PDF and Q&A - www.servicenow...
Now Learning training - nowlearning.se...
Customer Success Center - www.servicenow...
ServiceNow Impact - www.servicenow...
Custom Training and Adoption - www.servicenow...
Consortium for Service Innovation and Knowledge-Centered Service (KCS) resources - www.serviceinn...
OUTLINE:
00:00 Introduction
05:24 Overview of who this Academy is for and future topics
11:03 Overview of Knowledge Management and Benefits
15:49 Keys to Success
18:03 Plan and prepare
21:48 KPIs and metrics
26:18 Assess the current state
33:34 Defining a roadmap
37:02 Know where to find your resources
40:59 Focus on governance, people, and processes
44:14 Measure, communicate, and celebrate success
46:43 Q&A
54:02 Wrap up, next session, and other academies