all right welcome everybody again thank you and go ahead go time go ahead take it away well thank you Lisa thank you good to see that you're all joining this meeting we have today the success meetup session about setting up knowledge management for all their folks teams with their own knowledge base and this is something that I want to show to you and bring you on the journey together with me on how we implemented that and how you're achieving that so let me introduce myself first before we're going into that my name is Valentin eval I am a certified ServiceNow master architect and I'm working full fruition partners based in the Netherlands and if you want to reach out to me later on or doing the presentation during prayer station use the chat please to ask any questions that you have we will be monitoring the chat and try to answer your questions in the live session if we have time enough right after the session we post this to the community and you can ask your questions over there but we also provide the answers over there any community if you don't have time enough but also make sure to connect to me on LinkedIn if you have any questions I want to know more about specific stuff reach out to me to LinkedIn the link is on the slide as well and I have experience with service now since 2012 full-time implementing the ServiceNow platform and I'm touching different products over the couple of years with implementing the platform features but also ITSM HR security operations and other products but always specialized in the service portal and focusing on the user experience and if I talk on the surface portal I want to mention that I'm a service portal trainer for that for the fundamentals and the advanced training but also a platform implementation certified trainer and we did experience I'm also doing my current project which is creating an awesome service portal with basically the ultimate user experience and that project has a large service catalog with many automated catalog items and integrations but also we are setting up knowledge management and rolling it out to the whole organization and that experience from that project and my previous projects I'm bringing that into this presentation and take you on the journey on how to set up knowledge management with many knowledge bases for it's DevOps team I really give that responsibility to the DevOps teams to create their knowledge all right so the goal that we have for the protein and the thing that we add differently is enabling noise management in service now so at each DevOps teams can - it's all knowledge articles and we display that in a uniform way on the surface portal we don't want to manage that from one team creating all the knowledge we really give that responsibility to the DevOps teams and if I say their focus teams it also is any other team that is working on your ServiceNow instance or any department that can work in service now and to explain that journey this is the agenda for today we have seven topics ed I want to talk about but first I'll show you the outcomes and the goals that we achieved in the implementation and not saying the outcomes that you can achieve when you choose the same approach then I'll take you on the journey that we have then we went through for the last year and really analyze the current process and moved into service and our knowledge management and setting up the current set up that we have and I'll show you the current set up with all the different knowledge bases and the categories and the Articles that we have in place and I'll show you the amount of knowledge bases that we have and it's really impressive to see how many we have and how good that works in ServiceNow and how really the process works very well if you give that responsibility to the DevOps team to be in charge of their own knowledge but also highlight the knowledge governance team and the activities that they are doing and also making sure that knowledge management is properly set up and everyone follows the guidelines and then I'll show you the service portal or they show you the things that we have done on the service portal to make sure that not only the backend works for the DevOps teams but also the knowledge is accessible and searchable by the end users so really focusing on the back end but also the front end and then I'll highlight the next steps definitely the next steps for us and also the features that Orlando release will bring and will improve our knowledge management implementation finally closing that off with getting you started so where should you start with for the same approach and to get the same outcomes and I do have a lot of information I can talk for hours about knowledge management probably we have only 30 minutes so I'll probably make it as well as share everything make sure - everything is recorded as well so if I'm going too fast you can always watch it back later on but please ask your questions as well in the chat right as we speak through the presentation so what do we achieve with the implementation what are the outcomes and what are the goals that you can get as well the first thing is of course I'm more important is providing more knowledge to articles to the users providing many no-nos articles to the users right because if we have to non-us articles to thee on the service portal where users have access to we can promote that self-help so we say well if we have more knowledge than articles and we on board more DevOps teams into the ServiceNow instance and provide them the capabilities of creating the knowledge articles we don't want to lose the uniform way of presenting that so what we say we have a name of the service portal with a ultimate user experience to show the knowledge articles in a uniform way and in a consistent way that all knowledge articles no matter from which team it is asked the same way of presenting it to the user and by providing many no less articles in a uniform way so that users can find it and we presented at the right time to them we will get let's take a set to help desk and let's tickets at the DevOps teams and that's also where the benefit is for the DevOps teams right and that's why they want to use knowledge management in ServiceNow they don't want to spend time at at working in tickets and solving at tickets and responding to easy questions right just create a knowledge article or show it on a portal and when users try to create an incident for example raise and your the ticket will directly show them related knowledge articles and by showing them the value that it adds for them we can convince them of using it and really creating these knowledge articles and by doing it and providing that are on the surface portal in a friendly way to the users we erase the customer satisfaction score by promoting the service portal erasing that customer satisfaction users always come back to the service portal and search for more information whenever they need something right and that will reduce the phone calls to the help desk directly to other teams but also direct contact via email I will be reduced as well directly to the different DevOps teams that we all be managed fire the service portal and also important for the organization itself is that we go up in a maturity level right so we are changing the way that we are we were working when we say well we used to create the knowledge within one team and approve and review all the knowledge articles that are created with a few people whereas now we say well that knowledge group is actually not creating it anymore but it's going up in a maturity level and going in in monitoring state right whereas give the responsibility of creating the articles and managing it and improving the surface to the DevOps teams themselves and we see that that is working for us and you can also see in the graph that I took from the instance is that we are half more knowledge article fuse since the end of 2000 or mid of 2019 when we started the project so to achieve the outcomes let's take you on the journey where we started with one year ago and see some of the activities that we have done and that you can do as well to get the same outcome so what we did a year ago we came to a customer list of course already we start an implementation with analyzing the current process how is knowledge management being done at the moment do you have different systems or multiple systems when knowledge is stored and how I use is finding that knowledge and but also if a DevOps team needs to create a knowledge how is he going to do that and why is he going to do that right he needs to understand why before we actually will do that so we analyze that and we find out there are some bottlenecks in the process of creating knowledge different systems so we said well we should harmonize that and bring everything to the ServiceNow instance make sure that all the DevOps teams that are onboard and are handling tickets will have their own knowledge in ServiceNow also removing the bottlenecks of having a one team that is approving a reviewing and reviewing the knowledge submissions and actually creating a knowledge article out of that by saying well we are not doing this from a single group but we give that responsibility to the dev ops team themselves right before we do that of course we have to configure the knowledge management process and make sure we have a good baseline so that all other users can use knowledge management as we think it should be and that's really close to sips now out of the books so we leverage that and make some small changes or you know change some properties and how we handle feedback for example make sure that the rice fields are on the forum when we create another circle just simple things and that's really the backend knowledge management make sure that that is working analyze it and improve it and make it work for everyone but of course it also needs to be a focus on the front end on the service portal if DevOps teams is creating that knowledge we want to show that in a nice way on the service portal so we should not relate a vision for that how do we handle knowledge management and where do we show our knowledge articles it's not a service portal maybe other channels as well right we have a virtual agent that can work you might have an internet as well where you want to show that on No if you want to search from any other application into ServiceNow it should also find knowledge articles and so things to think about when setting that up if you choose to show them the source code right it's a standard functionality so everyone wants to show their knowledge bases and articles on the service portal but also think about the user experience on that service portal are you using the out-of-the-box service portal which works perfectly fine right then oh you're just adding your own branding to that or are really changing a look and feel and make sure the navigation is right for everything so just things to think about but then if we have configured service now it's time to give our DevOps teams or any other team that wants to create knowledge I would trust and responsibility to actually create that knowledge in a right way and we have set up guidelines right as a knowledge team we have set up guidelines on how knowledge should be created where teams should actually stick to and we were also money for that if they stick to the guidelines that we provided them because we want to show the knowledge articles in a consistent way right so that's guidelines providing that to the dev ops team and also training that we have to provide because if you tell a DevOps team well working ServiceNow engage your knowledge and you will see it on the portal yeah they will just not use it right so you will have to take their hand and take them into yourself now instance and be on the sidelines when they create the knowledge articles and creating a content and our approach was to start small start with one or two teams that you provide their own knowledge base and you will see what mistakes did they have along the way and where you should improve but also get at their feedback providing training in the right place and providing guided Jewish maybe in the back end if you wanna create a knowledge article to what feel so you have to fit in now why do I have to fit in these fields and I perfectly works with guided tours but also we carried a knowledge for knowledge page on the portal which is a knowledge base as well right so it's a knowledge base for the knowledge creators which goes step by step on how to create articles the guidelines that we have set up and their reporting that is available etc but also if we give that responsibility entrusted with DevOps team and unload the way they were we were on board more DevOps team and we will have many more normal articles it's time for us as well to monitor that and to really see what's happening at the DevOps team level right because we are not approving or reviewing all articles from higher level but we give that to the DevOps team themselves so we are defining your article quality index as part of the knowledge advanced plug-in of ServiceNow where we can set up the rules and make sure to validate the quality of a specific article and before it's actually getting published that also gives us the monitoring communities of seeing well instant DevOps team performing well with their knowledge management but also other reporting capabilities of course that we provide to them on the article usage feedback that I get how fast are they solving feedback right so all things that we monitor from a knowledge governance team and another one is that we work closely together with these DevOps team right we have two chosen one or two DevOps teams as a pilot group and these teams are close to us and so we know them we really get our feedback and honest feedback about the process so we improve the knowledge creation and the knowledge management process but also we get a feedback from the inducers because why are we doing this we are helping you and choose it right so we get a fee from them if they can find relevant information they go to the search order with the question can we answer that question using knowledge management and if not why not another way to search the right information right article or is the article just not there that's all things that we will have to improve on the way and we did that in the last year I really have a good base right now that they can create no less articles knowledge they are responsible of their most base actually and we from a a specific knowledge governance team just monitor the situation and it'll be more clear if I go to the current setup whereas I'll say well at this moment we have around 17 knowledge bases configured trust me next year there will be hundreds of knowledge bases in these ServiceNow instance right so that's a lot so if not fully supports that right and performance wise there's no issue of having so many knowledge articles it just works perfectly within the organization and within surface now and to show you that is that we have 17 most bases but we have an average we have 13 categories per knowledge base and we have in total we have around 7k articles right that's all articles that are in the instance we do have translations as well so we currently support four languages in the ServiceNow instance which most articles are translated in multiple languages right we also have article versioning enabled and they are not counted in there but we do have article versions and name it as well as part of the knowledge advanced plugin that's the current set up but trust me in a year numbers will be doubled or even more and if I highlight the capabilities of each of these left for certain knowledge base level will be actually this set need owner any managers and that is all standard functionality that is available in the ServiceNow baseline so we didn't configure anything of that we are just providing the options to the DevOps team and when a DevOps team get on board in ServiceNow they will get their own knowledge base or they can request a no space if they don't have it already and when they get her a new space they can actually choose their workflow as well doesn't have approvals when they publish an article when they retire an article it's all standard workflows that are available in service now we just provided option again to the DevOps team we are not in control of that specific area anymore we trust them if they want a specific workflow with approvals or not and and if they choose to have that workflow with approval the knowledge owners and managers will have to approve and he feel the article before actually getting published or retired the other thing that we managed on a knowledge base level is the access so the read and write access to the nomes base who can create articles within that null space or who can read the articles within that knowledge base if you have a knowledge base set up for the different agents you can imagine of different juice' criterion them and it's not feasible in the service portal maybe then if we say well that knowledge base that we create and uh known as articles within that are visible to everyone so we don't want to micromanage that at the article level you say well in the knowledge base level you define your read and write access and that will definitely help you in maintaining all your knowledge articles right by exception we say it's okay to manage the read access and an article level for example you have some company benefits in a specific country now you don't want to show that to others we can either do that by read access at the article level or choose to create a separate knowledgebase for the different country depending on how many articles we have for a specific country we also created ownership groups to handle the feedback and we are not doing that on an article F anymore but we say if you receive feedback for an article we want to send the feedback tasks to whoever's responsible for that knowledge base and the only shape group of the knowledgebase to make sure that whoever created the article I didn't leave the company is not available anymore it's not working in that same DevOps team so we send that to the knowledge base ownership group and that is our current set up now that we have that knowledge governance team who is actually a lot of activities in the knowledge management process so let's have a look at some of the activities for the knowledge governance team by the way again if you have any questions feel free to put them in the chat I'll try to answer them in the live session so let's have a look at the knowledge governance team activities and what they are doing and we started this really a year ago right so we sit together with that team and really defined the vision of knowledge management but also to closely add the ServiceNow roadmap where the ServiceNow goggle and what can be these the Serbs now provide for knowledge management so how can we improve the knowledge management process for a DevOps team in creating articles analyzing the usage of articles for example but also on the front-end on the service portal isn't being used and how often is being used so so on the governance team but also monitoring the current process make sure the article quality is high team stick to the guidelines that we have provided and also keep improving these guidelines and well articles should start with a header or maybe should start with a paragraph don't use any strange colors in your article feel free to use pictures in your article these kind of things so if our set of guidelines set up and of course close contact waiting knowledge owners and managers and that's really important for that knowledge governance team because we want to get feedback about the process you want to help the DevOps team in making sure they can create the articles and they have the right capabilities available for them to do the reporting and to know if their articles are really being used not only close contact with enormous owners but also many contact with the end users who will give their experience about knowledge management and the service portal usage right so both ends are really important for that team so providing reporting capabilities just mentioned means setting right KPI excluding the reports creating the dashboards we also have performance analytics so again a lot of dashboards with that and we provide it to the DevOps teams about the usage of their articles about the feedback that they received and also that's for the governance team as well to see if a specific DevOps teams is not picking up their feedback tasks right so there are also responsible for the training and we've set up training in the initial phase but training is an ongoing process in there as well right the menacing their training and asked me up close contact with the knowledge owners and another knowledge creators we get our feedback and we know where to improve the training and that will always be ongoing as we release new capabilities one of the important things the activities for the most often its team is also to make everyone enthusiastic about the knowledge management in surface now I really show in the air that value that we gave to DevOps teams and bring them on board all their heads during the knowledge creation and then during the onboarding phase and also make sure that they spread their enthusiasm right we want to show the value as the knowledge management team as sa group of ambassadors let's say we're really promoting that knowledge management and showing the value and we're really doing a good job at the customer so let me move on to the service portal and let's pick on the journey a little bit on the the creation of the backend as well with changing little properties and settings and looking at the fields that are available and reporting capabilities but also if you have gained many knowledge bases and in such important within your organization to have knowledge management set up properly right so we focus on the service portal and creating an ultimate user experience for the whole service portal but also for knowledge management and we have three different types of knowledge articles right we have regular articles we have how to's and we have FA cues and we all want to show them in a nice way to the user maybe a nice cool down when you have a FAQ right you see the question you click on the question it shows the answer so think about the experience for the user you know seeing that information because the DevOps teams are putting a lot of effort in creating the articles right and so we don't have to make sure that we show these articles in the right way and we show it to the user at the right time to do that we also came up with a knowledge homepage because if you're a little bit familiar with these ServiceNow service portal and you open the service catalog for example you get to a search Capitol homepage where you get a nice search option you get popular items and you get your open the request for example and some more widgets on that page but for knowledge management that doesn't exist in the baseline so we said we want to create a knowledge homepage as well where we show popular knowledge bases for articles but also articles that are interesting for you right so really a personal information or persona based information that we are showing there may be dependent on your department or your colleagues what they have opened what articles do they open in the last week might be interesting for you as well or did you just install an application well we know that right so we can show you the related articles to Dad's when you open the service portal maybe and some of things that you would have to think about but we as a start we gave that knowledge home page to show relevant information and popular knowledge spaces the other thing that we did is removing the dead ends helpful articles and enable feedback so when a user comes from the service portal he has a question or he wants to find information right so if he opens a knowledge base or an honest article when he searches some things but that article is not helpful for him maybe the article it contains some some errors or all the information they can provide well this article is not helpful and provide some feedback right but if an article doesn't help them of course that feedback will end up at the dev ops team but that's not helping the user so we say well what's the next step for the user so we provide related knowledge articles that might be interested for him and it will help him or link him to the virtual agents or to the create an incident page right so there's no dead end they will also get support via your channel stat that we have enabled contextual search from sample as well and that is when you create an incident you type your short description and this is for all different types of tickets you would potential cases for example you type your description of your issue your question and based on that we searched through the knowledge base and show relevant information to the user and that should prevent that the user really creating a ticket all right so that's really helping DevOps team in adding that value of creating knowledge articles and spending less time at the operations and more times at development furthermore we leverage on the search pod of these search sources so we make sure that we can search through external knowledge basis because we don't have all the information in ServiceNow right for example a migration to office 365 we are not going to Margaret or Morris articles from Microsoft website into ServiceNow right so how are we going to solve that then well the search board provides search sources where we can use an API from Microsoft and actually make that connection to them and when we search in service now we actually search through the Microsoft database as well so that's really an added value that we have on the service portal for knowledge management which will save us a lot of time in synchronizing or copying knowledge articles another thing is that we enabled the virtual agent so for the sake of time I do have two more slides to cover I see it's already half an hour of course so don't want to go for the next steps for us what is really important and what can we improve starting with New York release and Orlando release and maybe even further and then get you started as well so the next step for us is now that we have set up that framework right it really work for us we have 70 knowledge bases already in the instance there are all DevOps and IT related but since we have that framework we can exactly use the same things for HR finance facilities marketing legal and no other departments and teams that you have within your organization because that framework is really solid and can be used for all of them proactive content right when you install a specific application make sure that we showed knowledge how does a fake use about a specific application for example or your colleagues search for something you might be interested in that as well so really proactive providing the content to the users at the right time leveraging predictive intelligence we have predictive intelligence already running for ticket creation and make sure that we pre populate some fields based on the history of data we also use predict intelligence or we will new spectrum intelligence to improve the search capabilities when users provide a search sentence we use perky intelligence to find the right articles and that is really powerful then there's proven already with other customers we're going to implement that as well within this implementation and in Orlando release ServiceNow will release the knowledge demons insights application which is part of the predictive intelligence it will really show us the gaps in knowledge for example we work with incident management and you are missing knowledge articles to solve that incident predictive intelligence you'll find these knowledge gaps and will show us where we need to improve on our knowledge so articles where we have to provide more knowledge articles so it's really powerful and that will definitely bring us into the next level I said we also have translations so we currently support for translations producing the ServiceNow dynamic translation we can automatically translate the articles without using our own translators from the organization it will definitely be a good baseline of course automatically translating articles right there might be some strange sentences in there we trust that 80% will be okay to get that so that's something we will focus on and as well as improving the virtual agent with a fake use and how tools in there as well and improve the conversations that we are doing and knowledge management is helping us a lot in it so how can you get started right well that's a lot of information um how do I get started well first thing is to analyze your current process but find your bottlenecks find why you weren't taking care of all the knowledge and why not all the teams that are responsible for that are really handling the tickets that they should create in newest articles right so create that knowledge governance team within your organization and define the process and guidelines for knowledge creation but also think about the service portal right use for experience and make a few small changes to fully support the service portal with that many more spaces um and you might want to improve the search capabilities as well just to improve that experience for the users right but then if you have a baseline trust your knowledge creatives trust your team's that will have to work on the instance and give them responsibility to their own knowledge base and that they can create their own knowledge articles with the flow that they have set up right I don't need proof force or no approvals and you set up the guidelines and a monitoring for that with the right analytics capabilities only use performance analytics with the standard dashboard or you create around the reporting or reports and dashboards for them right but also for yourself to monitor the quality of them and when I showed you some things Auto quality index for example but also article versions how to's fa Q's there is all part of the plug-in knowledge management advanced so if you're really setting up Morris management within a large organization definitely have a look at knowledge management of phones plug-in search that on a documentation side of service now and you will find all the information that you need to set that up and you can see actually what's inside that alphonse plugin so the last thing I want to give to you is the now learning training site really helpful within our implementation and and we got great feedback from that is that social profiles and now learning trainings training portal and you just search for knowledge management to get a knowledge management fundamentals training which is free right you can just take that training for free and then really see the Edit value officers now and all the features their knowledge management context so definitely have a look into that if you are implementing knowledge management and I'm sure with this is with your pro so with all the information that I gave to you you can start implementing knowledge management in the same way as we did and adding that value and give you more time to work on the process instead of knowledge creating and therefore like you thank you for your attention today thank you for joining and I just want to highlight that there's more sessions coming later at knowledge about the service portal so if you're interested in creating a service portal with the ultimate user experience make sure to attend that session or about predictive intelligence the week often it these sessions will be available she's registered find out for them about the week for the Friday before the week of its starting so for those sessions opening up all right yes thanks Rick so I assume there's no questions in the chip I don't see any questions in the chat by the way Lisa not sure if you received any questions okay well you know the link to the community so if there's any questions feel free to also I'm still on the community I will be watching that and altering questions in there as well if you have some questions thank you all right you are