About This Training Module

Project Description: This lesson is the first in a larger learning path that introduces Knowledge Owners, Managers, and Contributors to the ServiceNow Knowledge Management process and system. This lesson lays the foundation for understanding the structure of knowledge management and the various workflows.

Please note that some slides and links have been removed for proprietary purposes.

Problem Statement: While several articles were available documenting the process, Knowledge Community members needed a more structured introduction and walkthrough of the system and various aspects of knowledge management.

Learning Objectives: By the end of this microlearning, the learner will be able to

• Explain what Knowledge Management is.

• Identify roles in Knowledge Management

• Describe the Knowledge Base structure and workflow of Knowledge Management.

Learner Outcomes: Knowledge Community members are able to begin contributing to their respective knowledge bases and follow style guides for development and processes for implementation.