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IntegrityBit: Knowledge Management – IT Service Management

Knowledge Managment | IT Service Management
By: Noah P. 
What is Knowledge Management?

Knowledge management is the process of sharing and utilizing the knowledge and expertise of an organization with its agents and customers. By using a single IT system for storing and retrieving the collective knowledge and experience of an organization’s workforce, organizational learning and decision making is done easier and more efficiently.

What is a Knowledge Article?

Knowledge articles provide valuable information like policies, FAQs, and solutions to common issues. They are stored in a knowledge base, making them easily accessible to both agents and customers. Users can create, edit, and view articles to share knowledge across the organization, with access permissions managed by knowledge base managers.

Benefits of Knowledge Managment
  • Promote knowledge sharing by enabling agents to write or automatically generate articles as part of their daily workflow.
  • Provide proven resolutions to your customers and employees and boost user satisfaction.
  • Improve the customer experience with accessibility to visual guides, FAQs, self-service portals, and chat bots.
  • Improve decision making and faster issue resolution with shared knowledge and experience that makes businesses more intelligent, spot issues faster, and innovate quicker.
  • Easily retrieve relevant information, improving the employee experience and spending less time trying to find information.

Key Features

  • GenAI-Powered Knowledge Creation: Knowledge content is generated from closed incidents and other sources so users can learn from past experiences.
  • Knowledge Demand Insights: AI can be leveraged to automatically find knowledge gaps for assignment. Through knowledge demand insight, discover what knowledge articles you’re missing so that solutions are always available.
  • Give User Feedback and Rate Articles: Leave comments and 1–5-star ratings on articles.
  • Flag a Knowledge Article: Report any problems or inaccurate information that the article needs to address.
  • AI Search. Find relevant, personalized knowledge based on your search experience using AI.

Sources from ServiceNow Documentation:

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