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ServiceNow, 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

    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) (63 Hours)
    Knowledge Management on the Now Platform (1 Hour 40 Min)

Webinars

KMUG quarterly sessions

    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

    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)

    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)

    Jul 2023: (#39) Getting Started with Knowledge Management, Pt 2
    Jun 2023: (#36) Getting Started with Knowledge Management, Pt 1

Other Webinars

    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)

Meetings

  • Dallas/Fort Worth (DFW) Knowledge Management Community of Practice meetings
  • Knowledge Management Users Group (KMUG) meetings @ Knowledge – the ServiceNow Global User Conference

Web Channels

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