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❌ Unstructured, outdated content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
- 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
4. Best practices for high-performance KM with
ServiceNow
- 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.
