ITM 331 - ITSM Knowledge Management

NOTE: These sessions are available ONLY to IT Services Units.

Target Audience: All IT Services staff.
Prerequisites: None.
Duration: 2 hours
Course format: Workshop

Register now (Courses are given approximately once a month)

This course provides an overview of the knowledge management process in ServiceNow. Topics covered include:

• How to propose new knowledge
• How to flag an article
• How to approve publication of new knowledge
• How to compare revisions of an article
• How to manage Knowledge Review Tasks (KRTs) for annual audit
• Article templates
• Dashboards and reports for Knowledge Management