Chris Gillis, Aaron Garman, Nathan Erwin, Emily Scott
Explore knowledge managemenet best practices including how to use ServiceNow to publish and maintain KBs, when to document in Google Shared Drive instead of ServiceNow, explain the lifecycle of knowledge articles in ServiceNow, and why standarizing capturing and sharing knowledge is important.
Attendees can expect to learn:
1. How to leverage AI (ChatGPT) to enhance knowledge.
2. How to check if there is an existing article before writing a KB.
3. Decision tree / matrix to determine what type of article should be saved is which location.
4. Explain the How / What / Why related to knowledge management .