ServiceNow® Knowledge Management Overview

Using Knowledge Management, information is easily found and issues are resolved faster by customers and employees. ServiceNow enhances efficiency and accessibility.

Use Cases

Customers recommend Knowledge Management, Workflow Management, Helpdesk Management, as the business use cases that they have been most satisfied with while using ServiceNow® Knowledge Management.

Other use cases:

  • Social Media Analytics
  • Sending & Publishing Communications
  • Customer Feedback Management
  • Customer Case Management
  • Engaging And Following Up
  • Collaboration
  • Training & Onboarding
See all use cases See less use cases

Business Priorities

Enhance Customer Relationships and Scale Best Practices are the most popular business priorities that customers and associates have achieved using ServiceNow® Knowledge Management.

Other priorities:

  • Acquire Customers
  • Manage Risk
See all business priorities See less business priorities

ServiceNow® Knowledge Management Use-Cases and Business Priorities: Customer Satisfaction Data

ServiceNow® Knowledge Management works with different mediums / channels such as User Generated Content. Blogs. and Phone Calls.

ServiceNow® Knowledge Management's features include Dashboard, and Ticketing. and ServiceNow® Knowledge Management support capabilities include 24/7 Support, AI Powered, Phone Support, etc. also ServiceNow® Knowledge Management analytics capabilities include Analytics, and Custom Reports.

Reviews

"...Very easy process to deploy articles in different formats and through differents workflows process...." Peer review by Antonio A., ITSM Specialist

Peer review evidence (same sources as the product rating summary)

"...Knowledge management tool that captures knowledge from across the organization through group ownership, subscriptions, and workflow...." Peer review from ServiceNow
"...I am getting a lot of automation build with workflows to complete tasks based on proactive monitoring...." Peer review by User
"...- integrated with other ServiceNow modules well - with the help of this product, it did lower the helpdesk call volume. . ...." Peer review by Verified Reviewer, Financial Services

ServiceNow® Knowledge Management, livepro, Shelf.io, Panviva, KnowledgeOwl, etc., all belong to a category of solutions that help Knowledge Management. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for ServiceNow® Knowledge Management

Top Industries

  • Information Technology and Services
  • Utilities
  • Government Administration

Popular in

  • Large Enterprise
  • Enterprise
  • Small Business

ServiceNow® Knowledge Management is popular in Information Technology And Services, Utilities, and Government Administration and is widely used by Large Enterprise, Enterprise, and Small Business.

ServiceNow® Knowledge Management Customer wins, Customer success stories, Case studies

How does ServiceNow® Knowledge Management address your Knowledge Management Challenges?

What Are the key features of ServiceNow® Knowledge Management for Workflow Management?

How efficiently Does ServiceNow® Knowledge Management manage your Helpdesk Management?

What makes ServiceNow® Knowledge Management ideal for Sending & Publishing Communications?

11 buyers and buying teams have used Cuspera to assess how well ServiceNow® Knowledge Management solved their Knowledge Management needs. Cuspera uses 409 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Knowledge Management needs.

 

City of Raleigh - Government - Large

Raleigh, North Carolina, reduces IT service desk costs by 66% with ServiceNow AI agents - Business Wire

Raleigh, USA

The City of Raleigh has implemented ServiceNow's IT Service Desk AI Specialist, achieving a 66% reduction in IT service desk costs. The AI agents, Ral-E and Alli, automate workflows and resolve suppo...rt requests, enhancing productivity and service quality. Raleigh plans to extend this AI capability to its resident portal, improving service delivery for nearly 500,000 residents.

Read on →
 

Bundesliga - Sports - Very Large

Bundesliga resolves 89 percent of fan questions at first contact with ServiceNow CRM - Business Wire

Frankfurt, Germany

Bundesliga has adopted ServiceNow's CRM platform to enhance fan experiences, resolving 89% of fan inquiries at first contact. The partnership consolidates fan services across seven digital channels, ...reducing case volume by over 50%. ServiceNow's CRM platform automates recurring inquiries and supports efficient request management, strengthening Bundesliga's fan relationships.

Read on →
 

Now on Now (ServiceNow) Core Business Services

ServiceNow has transformed its core business services by utilizing its own AI Platform to automate and streamline workflows across Global People, Finance, and Legal departments. This initiative has l...ed to significant improvements, including a 75% reduction in the PR-to-PO cycle time and 99% of employee onboarding tasks completed before day one. The platform integrates AI, data, and workflows to enhance business agility and employee experiences.

Read on →
 

Tennessee Department of Human Services (DHS) - Government Administration - Large

Nashville, USA

Tennessee Department of Human Services uses ServiceNow CSM on the ServiceNow AI Platform. The agency aimed to improve customer service management. ServiceNow helped automate workflows and boost agent... productivity. The solution accelerated case resolution for the department. The platform enabled better self-service for citizens. Tennessee DHS enhanced service delivery with AI-driven tools.

Read more →
 

Aston Martin Aramco - Automotive - Medium

Gaydon, UK

Aston Martin Aramco uses ServiceNow to improve efficiency and productivity. The partnership helps the team both on and off the race track. ServiceNow streamlines workflows and supports business opera...tions. The solution enables faster decision-making and better results. The focus is on boosting performance in a competitive environment.

Read more →
 

Standard Chartered Bank - Banking - Large

Singapore, Singapore

Standard Chartered Bank used ServiceNow to improve HR service delivery. The bank automated workflows for its 45,000 employees. This change unlocked 100,000 hours of productivity. Employees now get fa...ster answers and support. ServiceNow helped Standard Chartered Bank boost employee experience and efficiency.

Read more →
lightning

Peers used ServiceNow® Knowledge Management for knowledge management and workflow management

ServiceNow® Knowledge Management Competitors

ServiceNow® Knowledge Management Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.01/5 ★

Read Reviews (9)
Analytics

4.47/5 ★

Read Reviews (35)
Custom Reports

4.41/5 ★

Read Reviews (44)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.01/5 ★

Read Reviews (9)
Analytics

4.47/5 ★

Read Reviews (35)
Custom Reports

4.41/5 ★

Read Reviews (44)

Software Failure Risk Guidance

?

for ServiceNow® Knowledge Management

Overall Risk Meter

Low Medium High

Top Failure Risks for ServiceNow® Knowledge Management

ServiceNow, Inc News

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ServiceNow introduces the third generation of its employee-centric AI ...

ServiceNow has introduced major updates to its EmployeeWorks platform, featuring a third-generation employee-centric AI harness. This includes Productivity Assistants for persona-based work, ToolSmith for rapid AI tool development, and a Conversations API for seamless integration across platforms. These enhancements aim to empower employees to build AI agents without coding, improving productivity and task automation.

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ServiceNow advances its operational harness for enterprise AI with AI ...

ServiceNow announced the AI Passport solution, enhancing AI governance by integrating runtime control and oversight within its operational AI harness. This new solution allows enterprises to manage AI agents securely, ensuring they operate within authorized scopes. The AI Passport, built on open specifications, provides cryptographically signed credentials for AI agents, enabling precise governance and compliance across enterprise workflows.

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ServiceNow adds AI agent controls and employee automation tools

ServiceNow introduced AI Passport and updates to EmployeeWorks, enhancing AI governance and employee automation. AI Passport, integrated with Nvidia's Open Agent Safety Platform, provides cryptographic credentials for AI agents. EmployeeWorks updates allow employees to build assistants and automate tasks without coding. These tools aim to streamline enterprise AI use while maintaining security and compliance.

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ServiceNow, Inc Profile

Company Name

ServiceNow, Inc

Company Website

//servicenow.com

HQ Location

2225 Lawson Lane, Santa Clara, CA 95054, US

Employees

5001-10000

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Financials

IPO