ITSM Core Process Update: Knowledge
December 9, 2021
The IT Service Management team will be introducing a newly designed Knowledge Management Process in the January timeframe, which will coincide with the ServiceNow platform upgrade to Rome.
The newly designed process will ensure knowledge articles are consistently created, published, and maintained. Some benefits and feature of the new process include:
- Knowledge Process Manager named: Cynthia Welsh
- Clearly defined roles and responsibilities.
- More accountability and transparency for Service Offering Managers and Owners.
- Automated workflow, including first and second level approvals where appropriate.
- Enhanced notifications.
Knowledge training sessions will be offered in early January. Watch your inbox for a targeted message with exact date, times, and registration details.