ITM 331 - ITSM Knowledge Management

Thursday, June 8, 2023 13:30to15:30

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

Target Audience: All IT Services staff.
Prerequisites: None.
Duration: 120 minutes
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 request revisions to an existing 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
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