ServiceNow Knowledge Management

Pros: I manage an IT Support team.With the ServiceNow knowledge management we reduced the number of IT tickets by 30 percent. Each time IT helpdesk resolves a ticket, we publish the solution on ServiceNow Knowledge Management. We provide the error codes, keywords in the article, such that when an end user searches for it, the solution is displayed readily saving time and effort.

We spent good time in publishing the solutions for frequent issues on this tool and users started to resolve the issues themselves by following the published solutions. This tool has increased customer satisfaction and saved money.

Before this tool, Helpdesk team was dependent on one person for everything as this person has all the knowledge. As we documented most of the issues and their solutions, the knowledge got democratized and person dependency and risk reduced. Instead of firefighting frequent issues, our helpdesk got time to do root cause analysis for complex issues and find solutions.

Cons: The product can be more user friendly and intuitive. Knowledge can be organized in a better way. Tool can be made faster.

Pros: I really enjoyed the fact that KB articles could be shared globally. I have created a handful of them that were used all across EMEA as well as the US. I also really like how closing out a ticket can automatically open another for different teams. For example, when the Security team closes out of their account creation ticket, it opens another for the hardware team to build the user's computer and once that's closed it will open another to deploy the equipment. It keeps the workflowing moving until everything is complete.

Cons: I don't think there were any cons I found about ServiceNow. I have now moved to a new workplace and have tried to propose to them the benefits of implementing ServiceNow to our Foundation, however we are nonprofit and do not have the budget for ServiceNow.

Overall: All I can say is, I really enjoyed ServiceNow. Definitely recommended.

Pros: Very easy to use and customize. Version histories are readily available. The ability to use multiple knowledge bases for different corporate departments.

Cons: I do not like that one cannot allow access to the knowledge base and lock specific categories... YET. It is supposed to be available in a future release.

Pros: Application Integrated to the main ITSM application like Incident, Problem or Change. Available through the Service Portal for the End User. Very easy process to deploy articles in different formats and through differents workflows process.

Overall: The deployment of this application for End User through the Service Portal and to the Support Staff with the Knowledge application or with the Integration available in Incident, Problem or Change, helps the entire organization to save time and money on some specific issues that can be handled by the use of the articles configured and categorized in the Applicaction.

Pros: Easy to upload, customize and filter search results/KB articles

Cons: not much, there could be more skin options if the default options aren't suitable

Overall: Have used several programs to store knowledge base articles and having them stored on ServiceNow has been the best experience team and use wise.

Pros: These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution.

Knowledge Management supports processes for creating, categorizing, reviewing, and approving articles. Users can search and browse articles as well as provide feedback.

Cons: It is slow when processing large amounts of data and it's not very intuitive when first working with it

Pros: easy to use, most of the topics already answered, there are categories for easy access to different topics

Cons: not that easy to navigate topics, more categories of topics can be helpful in looking for a specific question

Pros: I like how versatile the software is and it ability to be customized to meet our needs.

Cons: It is slow. With the number of users we have using it it is incredibly slow to process our orchestration tasks.

Overall: We use it for software requests, new hardware requests, knowledge base, asset management/inventory, and many other things.

Pros: Performance, features, company.

Cons: A bit pricey for the whole suite unless you negotiate hard.

Overall: We went live with Servicenow (Incident, Problem, Knowledge) three years ago, and we haven't looked back since. The tool is highly extensible, performance is solid, and the account team are rock stars.

In terms of knowledge management there are, admittedly, stronger tools out there for use. However, if you are investing in Servicenow, you will be satisfied with the knowledge experience.,

Recommendations to other buyers: Make sure you compare it to competitors, and go to a Knowledge Conference to see the entire ecosystem behind Servicenow.

Pros: Integration with other functional areas in the company: IT, HR, Finance.

Dashboard reporting on volumes and topics

Individual output

Cons: It's expensive compared to others but has also been around longer and has more functionality than some

Overall: Managing Cases and having great analytics and data to show where the team is spending its time and on which topics. It allows us to re-educate clients where volume is high.

Comments: Knowledge management module in Service Now is amazing Product. Integration with other modules like problem management means that any known error can be directly published as a knowledge article. There is robust review process also before a knowledge article is published.

Pros: Complete knowledge management system. If you are looking for a product that does it all then service now will fit the bill. There are multiple modules and you can pick and choose which ones you need / want.

Cons: Programming is not simple and you will need to either higher a contractor or learn of all of the DB/Table relationships between modules.