What is ServiceNow Knowledge Management Governance?

Knowledge Management tends to take a back seat a lot of the time when compared against all the other great #ServiceNow applications, but a well governed, maintained, and supported #Knowledge Management #Framework and system is extremely important and can honestly benefit those other applications by encouraging self-service, providing deflection opportunities, and enabling knowledge sharing across the organization.

In this video, we talk about #process, #governance, roles and responsibilities, and how to measure #success.

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0:00 - Intro
1:10 - Process
1:24 - Structure
2:35 - Capture
2:57 - Knowledge Blocks
3:22 - Knowledge Block Use Case
4:30 - Usage
5:11 - Improve
5:50 - Knowledge Content Styling Guide
6:51 - Governance
7:52 - Governance Roles
8:09 - Process Owner
8:42 - Content Owner
9:13 - Stakeholders
9:30 - Knowledge Manager
9:56 - Contributor
10:18 - User
10:54 - Measuring Success
11:27 - Out of box Reports
12:00 - CSF/KPIs
12:47 - Outro

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ServiceNow Knowledge Management - https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/product/knowledge-management/topic/p_KnowledgeManagment.html