How Knowledge Management Helps your Organization

Dorothy Ortale,

Room : Starvine 1 and 2

Subject : Knowledge Management

Breakout : New to ServiceNow

At Yale University, there's naturally a big focus on creation, preservation and dissemination of knowledge. When you couple the power of knowledge base articles and templates, not only will your customers be happy, but Tier 1 agents will close tickets faster, and your metrics will improve. In this session, you'll learn how Yale has used knowledge in the first year and the future plans for knowledge at Yale. You'll see how Tier 1 staff can fill out tickets faster with fields auto-populated from the template, and how this improves categorization of tickets – providing needed visibility to the related application and service owners. The end result is increasing customer satisfaction and dramatically more accurate metrics and reporting.