Streamlining the Knowledge Management Lifecycle

Hunter Wolf, CH Robinson Worldwide, Inc

Room : Ironwood 8

Subject : Knowledge Management

Breakout : Sys Admin

The incident that is never created is definitely the incident that has the least cost. With that in mind, CH Robinson introduced a ServiceNow knowledge base to its users. Before using ServiceNow, any support documents had either limited visibility to only IT, or were located across many different team sites. CH Robinson will show how using the flexibility of ServiceNow, the company is now able to provide a single repository for all its knowledge, using knowledge collaboration and managing the entire life-cycle of a knowledge article.

With changes made over the last year, CH Robinson has been able to double knowledge use by self-service. Last year, self-service users generated 4000 unique article searches/month—now that average has risen to approximately 8500. CH Robinson has 6500+ active articles and nearly 3000 of them are self-service articles.