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Custom logoServiceNow, formerly service-now.com and service-now.com, a product of Glidesoft, offers the following Knowledge Management education and training opportunities:
Communities
ServiceNow User Groups (SNUGs)
- Knowledge Management Users Group (KMUG; aka: Knowledge Managers User Group ; was: Special Interest Group (SIG) Knowledge Management; Knowledge User Group (KUG))
- North Texas SNUG
- Dallas/Fort Worth (DFW) Knowledge Management Community of Practice* (2016-2020; was: DFW Knowledge Management Interest Group)
Training
On-demand Training
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Knowledge Management: Overview (20 Min)
Knowledge Management: Create Knowledge (30 Min)
Knowledge Management: Use Knowledge (30 Min)
Knowledge Management: Social Q&A (20 Min)
Knowledge Management (KM) Implementation (5 Hours)
Knowledge Management (KM) Fundamentals (Tokyo Now Platform) (6
Knowledge Management on the Now Platform (1 Hour 40 Min)
Webinars
KMUG quarterly sessions
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Oct 2023: AI Search, Now Assist for Search, and Knowledge Management Best Practices
Jun 2023: Knowledge-Centered Service (KCS)
Jan 2023: Knowledge updates in recent releases, Microsoft Import and Microsoft Add in
Nov 2022: Knowledge Knowledge Cafe session #10(?)
Oct 2022: Knowledge Knowledge Cafe session #7; Ask the experts! (“in between” special feature)
Sep 2022: Knowledge Knowledge Cafe session #6
Aug 2022: Knowledge Knowledge Cafe session #4/#5
Jul 2022: A Conversation on Information Architecture (“in between” special feature); Knowledge Knowledge Cafe session #3/#4
Jun 2022: User Criteria; Article Owner Groups; Flow Designer
May 2022: Knowledge Knowledge Cafe session #2
Apr 2022: Knowledge Feedback Tasks; Breakout Rooms; Engaging your team to create content (without bribery or threats)
Mar 2022: A conversation on Taxonomy, categories, etc. (“in between” special feature); Knowledge Knowledge Cafe session #1
Feb 2022: SD Knowledge Updates; Breakout Rooms; AI Search
Nov 2021: Translations + Q&A; Breakout Rooms; Trust Center; Knowledge Feedback Tasks
Sep 2021: KCS@Now; Breakout Rooms; Tiny MCE
Aug 2021: Performance Analytics Dashboard Session Part 2
Jul 2021: Service Portal; Meet & Greet – Breakout Rooms; Knowledge Blocks; Idea Portal
May 2021: Attivio Search; Meet & Greet – Breakout Rooms; Deflection Top Case Drivers; Process Adherence Review (PAR) – Attach Health | Performance Analytics Dashboard Session Part 1
Mar 2021: Roadmap Update by Product Management; ServiceNow What’s New; Deflection Discussion; Process Adherence Review (PAR) – Attach Health
Jan 2021: Special Guest: Howard Shaw, Virtual Agent; ServiceNow: What’s getting changed, Approach to Content Curation, and Demand Insights
…?
KMUG Webinars
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Nov 2020: Knowledge-Centered Service (KCS)
Feb 2015: Are you using Knowledge Management to the Fullest?
Mar 2011: Easy Knowledge Management Wins!
Platform Academies: Knowledge Management Academy (Monthly Webinars; since 2024)
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Aug 2025: Ask the Experts: Knowledge Management
Jun 2025: May Updates and Now on Now KM Inside Converstaions – Knowledge Governance and KB Health
Apr 2025: Knowledge Management: Ready for AI; Knowledge Management: Yokohama Release Updates
Nov 2024: Knowledge Management Analytics
Jun 2024: (#04) Knowledge Management: Draft articles with Now Assist
Mar 2024: (#03) Knowledge Management Processes and Roles Deep Dive
Feb 2024: (#02) What’s new in “Washington DC” (ServiceNow Platform) for Knowledge Management
Jan 2024: (#01) Getting Started with Knowledge Management: Keys to a successful knowledge management program
Platform Academy Webinar Series (2021-2023)
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Jul 2023: (#39) Getting Started with Knowledge Management, Pt 2
Jun 2023: (#36) Getting Started with Knowledge Management, Pt 1
Other Webinars
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Sep 2025: Collaborate with us to help shape early designs in the Knowledge Management Module – the new Knowledge Editor (1:1 Research Feedback sessions)
Feb 2024: Knowledge Management Research Workshop
Apr 2023: Deploy and optimize Case and Knowledge Management (Live on ServiceNow Webinar: WSD + HRSD)
Sep 2022: Help Employees Find What They Need with HR Knowledge Management (Customer Success in a Snap Webinar)
Jul 2022: Case and Knowledge Management: The What, Why, and How of deployment (Live on ServiceNow Webinar: WSD + HRSD); What, why, and how of Knowledge Management – Part 2 (Live on ServiceNow Webinar: ITSM); What, why, and how of Knowledge Management – Part 1 (Live on ServiceNow Webinar: ITSM)
Jun 2022: Get started with Case and Knowledge Management for HR Service Delivery (Live on ServiceNow Webinar: WSD + HRSD)
Apr 2022: A Conversation with Jeff Vargas: Three Steps in Your Knowledge Management Journey (Now on Now Briefing, 3-part video series)
Oct 2021: Knowledge Management with ServiceNow at an international (multilingual) retail and franchising company (Norway SNUG)
Dec 2020: University of South Carolina’s Knowledge Management journey (10x growth in 18 months webinar)
Feb 2013: Fall in Love with Configuration Management (the heart of a successful service knowledge management system)
Podcasts
tech bytes – ServiceNow Now Insights Podcast
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Knowledge Management Version 3 (Episode 26)
Using the ServiceNow Knowledge Base Application (Episode 12)
ServiceNow Knowledge Management (Episode 7)
Meetings
- Dallas/Fort Worth (DFW) Knowledge Management Community of Practice meetings
- Knowledge Management Users Group (KMUG) meetings @ Knowledge – the ServiceNow Global User Conference