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: https://info.servicenow.com/LiveOnServiceNow-PlatformAcademies.html?cid=losn:com 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 - https://www.servicenow.com/community/knowledge-management/ct-p/knowledge-management Knowledge Managers Discussion on Community - https://www.servicenow.com/community/knowledge-managers/gh-p/knowledge-managers- Link to this event for PDF and Q&A - https://www.servicenow.com/community/knowledge-management-events/knowledge-management-academy-january-9th-2024-session-1-getting/ec-p/2782487#m1014 Now Learning training - https://nowlearning.servicenow.com/lxp/en/pages/lxp-search?id=search&q=knowledge%20management&spa=1 Customer Success Center - https://www.servicenow.com/success.html ServiceNow Impact - https://www.servicenow.com/impact.html Custom Training and Adoption - https://www.servicenow.com/services/training-and-certification/custom-training-and-adoption.html Consortium for Service Innovation and Knowledge-Centered Service (KCS) resources - https://www.serviceinnovation.org/kcs/ 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