ServiceNow Knowledge Management

(7)
4.2 out of 5 stars

ServiceNow Knowledge Management captures knowledge from across the organization, and packages and makes it readily available for the shared use of employees.

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ServiceNow Knowledge Management Reviews

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ServiceNow Knowledge Management review by User
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ServiceNow Knowledge Management

What do you like best?

The best I like about ServiceNow Knowledge Management is the ability to create articles from Incidents, Problems and make them visible for users too on self service portal. Also with the short description tool has the ability to suggest related articles for support team to choose and follow. Other good things i like about service now is the ability to design workflows as per your requirement, ability to control access on any side of the application. I have not heard of anything that ServiceNow cannot do as of now. I am getting a lot of automation build with workflows to complete tasks based on proactive monitoring. ServiceNow is simply an awesome tool. I also like the dashboards you can build from reporting purposes which gives you visibility of the status of your processes.

What do you dislike?

The structure does not have the ability to create a tree structure for knowledge articles. does not give the ability to follow instructions based on the decision making technique.

What business problems are you solving with the product? What benefits have you realized?

The articles are to solve issues which are technical and functional in nature. Most of the articles are support team facing along with few marked user facing for self help. It takes very less time to search an articles as suggestions come as soon as you type short description in incident or problem and agents can pull the article quickly. Most importantly the average handle time of each agent has come down by 2.5 minutes giving me an actual saving of 5 resources monthly.

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ServiceNow Knowledge Management review by <span>Robert R.</span>
Robert R.
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Keeps all of our knowledge stored in one location for help desk and self service

What do you like best?

As a user I like the fact that I can go search for issues and resolutions without having to call the service desk. When I do call the service desk many times they will reference a knowledge entry in service now. It's nice to know a lot of our knowledge is stored there.

What do you dislike?

Similar to servicenow in general, searches take longer than they should. 15-20 seconds. It could be hardware related but many other web based systems in our company are not as slow.

Recommendations to others considering the product

Take the time and money to have workers enter their knowledge into the system. Take the time to mark items for review, review them and make updates accordingly so the information remains updated.

What business problems are you solving with the product? What benefits have you realized?

We spent many months adding knowledge to the knowledge management part of service now. That took a lot of effort, but now we're reaping the rewards by having all the knowledge in one location, many users self serve to find answers to questions that would have been routed to the help desk.

What Knowledge Management solution do you use?

Thanks for letting us know!
ServiceNow Knowledge Management review by <span>Angel M.</span>
Angel M.
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BEst way to organize IT Helpdesk teamwork

What do you like best?

I like the interface the most and the ability to interact with my co-workers assigning tasks or tickets. I like as well the multi platform factor. You can use the service on any device: Iphone, Android, Computers, tablets... It can be personalized with specific sections inherent to every company.

What do you dislike?

At the beginning, if you have not used it before it might seem a little bit confusing.

Recommendations to others considering the product

Give it a try, you won't regret!

What business problems are you solving with the product? What benefits have you realized?

IT Help-desk tickets management.

ServiceNow Knowledge Management review by Administrator in Retail
Administrator in Retail
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Service Now Knowledge Management is a versitile and powerful way to maintain a knowledgebase.

What do you like best?

With the current releases you have the ability to split the knowledgebase into several knowledgebases allowing you to have a main company knowledgebase as well as smaller team based knowledge bases, each of which has it's own acl rules.

What do you dislike?

I really can't think of anything I dislike about the knowledge management.

What business problems are you solving with the product? What benefits have you realized?

As I stated before being able to break the knowledgebase into multiple silos will allow our company to get more teams to store knowledge in SN and thus be able to centralize the location of knowledge.

ServiceNow Knowledge Management review by User
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Best in class but still a work in progress

What do you like best?

The functionality of ServiceNow really provides all that I need - tagging, version control, approval process, commenting

What do you dislike?

The formatting in ServiceNow still needs tweaking. There is not much flexibility with spacing and identing.

What business problems are you solving with the product? What benefits have you realized?

Creating FAQs for employees to self-service and enable the organization.

ServiceNow Knowledge Management review by Consultant in Information Technology and Services
Consultant in Information Technology and Services
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Servicenow knowledge management - great features

What do you like best?

Various enhancements can be added to servicenow knowledge management. It is quite flexible and easy to use.

What do you dislike?

None. It is great tool. Sometimes it’s limited but we always find a work around to

Make things work

Recommendations to others considering the product

Great tool for Km

What business problems are you solving with the product? What benefits have you realized?

We are able to reuse content within our organization

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