Webinar Recording and Slides

Please complete the form on this page to access the PowerPoint slides (.pptx file) - includes presentation script - and a link to the recorded event. Presented live on June 12, 2018. 

ServiceNow Knowledge Management Best PracticesWhile companies work hard to improve Service Desk support, much of it is old thinking – 1:1 human interactions.  While there is much talk on self-service, there is little progress, if measured by customer adoption.  For many, Knowledge Management has great, but unfulfilled potential for self-service. 

And yet, Amazon uses “knowledge” to power nearly 100% self-service. 

Maybe it’s time for some fresh thinking?  

Please join us as we apply the Knowledge Centered Service (KCS) principles to Knowledge Management in ServiceNow, and consider the following: 

  • What is the true potential for knowledge today?
  • Why is it siloed and inconsistent?
  • Why is it not used in self-service?
  • How can we drive a consistent and efficient enterprise approach to knowledge?

Please join us for fresh thinking on Knowledge Management in ServiceNow, as we discuss the challenges, the opportunities and a unique approach to building a “Knowledge Factory” right in ServiceNow.  As always, we will demo some of the concepts discussed live in ServiceNow, and answer your questions during an interactive Q&A session.

This event is hosted by Don Casson, CEO of Evergreen and Jeff Benedict, ITSM Practice Manager, Evergreen.