85% Untapped Potential?

ServiceNow can achieve more!

Manage Knowledge Efficiently with ServiceNow

Did you know that many companies only utilise 15% of the actual potential of their ServiceNow system for knowledge management?

Although ServiceNow has a powerful knowledge management (KM) module, practice shows that in most organisations it is either not configured at all or only used to a minimal extent. 

The result:

❌ Unstructured, outdated content

❌ Inadequate search results

❌ Frustrated employees and inefficient support processes

❌ Manual maintenance processes instead of automated workflows

❌ No overview of the quality or utilisation of knowledge articles

Much more is possible: with the right strategy, structured processes and targeted use of features such as AQI, NowAssist, KCS, performance analytics and well thought -out governance, ServiceNow can be transformed into a powerful, vibrant knowledge platform - measurably and sustainably.

Agenda

1. Welcome & Introduction

• Who we are - introduction of everience & seequalis
• Why talk about knowledge management now?

 2. Reality in many companies: Why ServiceNow often falls far short of its potential

• Results from numerous customer projects
• Typical challenges when using the KM module
• Effects on support performance, user satisfaction and ROI

 3. Maturity model: Where does your organisation stand?

• Presentation of the 5-stage model for self-assessment
• From an unused module to a fully integrated knowledge platform
• Practical examples for each level

• Success factors: governance, structure, processes, training
• Utilisation of AQI, templates, workflows, performance analytics
• Intelligent search and NowAssist - for a genuine knowledge platform
• Why KCS (knowledge-centred service) can be a game changer

 5. The role of IT & specialist departments - working together for success

• How IT, support & business need to work together
• The right degree of standardisation vs. individualisation
• Exemplary project approach from seequalis

 6. ❓ Q&A

• Your questions answered live
• Next steps for evaluating and optimising your knowledge strategy

Who is this webinar for?

- ITSM and ServiceNow managers

- Knowledge managers and digital workplace leads

- CIOs, CDOs and digitalisation managers

- Support and helpdesk managers who want to measurably improve their processes

We look forward to welcoming you to the webinar.