ServiceNow Knowledge Management Process | Knowledge Management ServiceNow Workflow
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- เผยแพร่เมื่อ 30 ก.ค. 2020
- ServiceNow Knowledge Management is an continuous process to understand organizations knowledge needs, We can say that it is a central repository which holds the article and accessible to all the users.
ServiceNow Knowledge Management is a feature that enables organizations to create, manage, and publish information and knowledge articles to support their IT service management processes. The Knowledge Management module in ServiceNow provides a centralized repository for storing and organizing information and enables organizations to leverage their knowledge to improve the quality and speed of their IT services.
ServiceNow Knowledge Management provides various tools for creating and publishing knowledge articles, including templates, rich text editor, and attachments. The knowledge articles can be organized into categories and subcategories, making it easy for users to find the information they need.
ServiceNow Knowledge Management also integrates with other ServiceNow modules, such as Incident Management and Problem Management, to provide context-sensitive information to support incident resolution and problem investigation.
The primary goal of knowledge management ServiceNow is to derive meaningful useful information within the organization.
ServiceNow Knowledge Bases:
Knowledge Base in ServiceNow can be derived from service operations such as resolution of incidents, problem, change.
Can be derived process and policy.
Can be derived from risk mitigation.
There are lots or area’s from where ServiceNow knowledge base can be derived such as IT, HR, Internal and External Database, Vendors etc.
amazing explaination with tool using ..hardly find these kind of videos. keep it up sir
All is good, but i was searching for thorough like your all other artciles. You should have created a knowledge base and a category nd then attached the knowledge article to that category and base. Further all related list and fields can be explained - disable commenting and all checkboxes and also feedback.
Nice
It is very helpful for learning Servicenow modules for me.
Great Video, thankyou
Very helpful sir for beginners
Nice content thank u
Nicely created video 👍
Thank you and very useful videos created. I love the way you demonstrate.
Glad you like them!
Helpful ✌🏻
I am following your video's and practicing the same. It's really a great help for me.
Can you please make a video on changes that occur on Newyork version to Madrid and Orlando.
Nice video,Job well done
Thank you very much!
Very nicely explained
Thank you explained very well.
Glad it was helpful! Thank you very much for appreciating my efforts. :)
Sir thanks for your knowledge sharing continuously. Bcos of your videos i gained a lot of knowledge in service now. Can you please post an video on Asset management also please.
Yes Sure. Thank you very much for appreciating my work :)
Thank you
Great bhai❤️❤️❤️
Thankyou Rahul :)
Hi, How can we restrict couple of articles for end users? Do we use ACL
What is the change management and knowledge management life cycle in ServiceNow
Could you please provide a valuable answer.
Thanks
Great video.Can you please let me know what service now roles I need if I cannot be given sys admin rights to write kb articles? Thanks
Do change management videos also
I have a task now to move knowledge articles, blocks, bases and all related stuff from one production instance into another production instance. I am thinking of capturing these tables individually in update sets and move. My doubt is after committing will the articles be linked to bases and these new bases show up along with the already existing ones when I open the knowledge in self service!! am I missing anything here.
Thanks a lot for the detailed training. You are awesome. Quick question - When a user (Who doesn't have access to Dev/Admin) imports a word document to servicenow to upload a knowledge article, will it go through the same review process by Technical Architect and Technical writer? Or will it get published straight away? And what are the measures followed by organizations to control self upload function by users, to make sure servicenow is not flooded with unnecessary articles or junk?
They fall under Knowledge Submissions. Once this gets reviewed by admins, Knowledge Team or SMEs and gets approved then it gets published. Self upload/submissions should not be limited, as everyone should be encouraged to contribute to the knowledge base and process. But you also have to allocate a resource who is capable of monitoring each step mentioned in the video like Submissions, Flagged, Retire/Expiring knowledge articles, etc.
🎉
Please share one video for agent workspace
Sir, how to attach a knowledge article for an option in subcategory? Suppose for email option in subcategory then a particular knowledge article should be attached to it. How can we do that
How to post comments in particular knowledge article but there is no option comment fields and feedback fields but it is published articles how to give
could you please upload a video on change management ?
Yeah Sure :)
can you tell me knowledge managemnt relationship with other ITSM module
Can you please make a video on creating data spice and transform map to map the new valid to date from excel to target field of valid to date for knowledge article update ?
Hi, I want to tag one knowledge article to multiple categories.. can please help with this requirement
How to Migrate Knowledge Articles from Symphony Summit Tool to Servicenow
Sir please make video on integration with 3rd party other than postman
Yeah Sure Rupali. In some time i will do the same. Actually we cannot give demo on companies servicenow instance where we are working and for personal dev instance environment setup is bit difficult.
@@BasicoServiceNowLearning ok Thanku sir:)
Hi, What is the difference between category and kb_category?
its a table of category madam
Hos to republish retired KB Article in servicenow
Thanks a ton . I think OOB Knowledge article doesnt move to retired state after "valid to" date. Can you please confirm ?
Thank you Gaurav, I have not checked it for OOB knowledge article, basically it totally depends on the retired workflow attached to the knowledge base. But for sure i retired based on valid to date. We have implemented the same in our organization and it is working as required. :)
Basico ServiceNow Learning I was checking in my personal instance .. and even after valid to date passed, article was still in published workflow .. not I’m retired workflow..
Sir, I am your old student...I would like to get help on CMDB, I require someone to train me on CMDB in deapth..can you refer someone...I am working in CMDB Profile for 7 months now
I will ask people, working in CMDB... :)