The knowledge circle – an implementation

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This blog will try to show you some aspects of an implementation of knowledge management (KM) at company XYZ. You will not find a lot of technical details. This blog describes the process, a part of an on-going implementation.

The goal of KM is to (re) use the knowledge generated within the service management processes for the benefit of efficient and high quality services.

  • Agree on strategy and targets
  • Make people responsible (ownership)
  • Integrate knowledge activities into operational work (my work)
  • Keep the knowledge articles up-to-date
  • Monitor usage and improve the quality of knowledge articles

The above topics will be described in the following paragraphs. At the end of this blog you can find the outstanding issues. These topics will be implemented after the first pilot period.

On the wiki of service-now you can find more content about knowledge management.
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Sending IT problems to SNC using email address of responsible IT service team

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Companies often have more than one IT Service team for solving IT problems. In particular international companies since they often have departments geographical spread over the world.
When an IT user has a problem and sends a request to the responsible IT Service team, he might send the email directly.
It’s also common that each service team has its own specific email address for receiving IT requests

How does challenge this case – because out-of-the-box IT users only are able to send an email to SNC using the syntax <instance name>
For instance – if the instance is called MyCompany email can be send to

Looking at our case the default approach is not desirable because IT users are not aware of the SNC system and they normally prefer to send directly to the team they know.
What should be done in to arrange this?
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Timecards and Timewriting: how to manage this as a process

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This is not going to be an article that holds ready-to-use scripting code or instructions. In this article I would like to share some experiences and new insights we gained at a customer of ours.
This customer is a well-respected name and runs an enterprise business in the manufacturing industry.
They’ve been using specialized Project & Portfolio management applications for some years now and they had a working process in place but were not too happy with how it all worked.
The costs for the application(s) and the management and functional adjustments to this were not pleasing them to say the least.

Since they got “exposed” to some time ago now, they are now fully aware of the SaaS-concept and the (cost)benefits this can bring.
And since the Project & Portfolio Management v2 functionality became available in the Spring 2010 release, this customer started exploring the project-related functionalities as well.

And they are right: if you have it, can use it (because you are auto upgraded) and are entitled to use it – why not spend some time to investigate!
Great attitude, I like it J.
And maybe there are cost-savings to be gained, you might never know if you don’t check it out…..

Soon this customer realized that they could split up the organization into 2 area’s when it concerns PPM functionality:

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Form Annotations

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Now I’ve been working with for some time now and sometimes you just seem to forget about certain functionality that has been there already for a long time.
I’m not an implementation consultant, maybe I can (should?) use that as an excuse for why I forget about certain things…..
Or maybe I’m just getting older……
Either way, when I attended a webinar in December (2010!) where Rob Woodbyrne demonstrated out-of-the-box functionality I noticed Rob had split-lines in his forms and I was sure I hadn’t seen these before nor did I know how to get these into the form.

So you see, it’s good to attend webinars – even if you’re familiar with the product already for some time!

I always get enthusiastic when I see new stuff that might be useful someday (hopefully I still remember them when I need them!).

So this horizontal split-line thing intrigued me but I needed Rob’s help to point me to the Wiki page that describes the functionality.
For all impatient ones out there: click HERE for the Wiki article.

Again, you see, the Wiki is always a good the place to start – but you need to use/have the correct search tag(s).

The horizontal split-lines are called Annotations and they are very simple to use and can help you in separating or highlighting areas in your form.
The only thing you need to do is create a new glide property (glide.ui.form_annotations) of type true/false and set it to true – that’s it.
You can read full details in the Wiki article and pay attention to the Note at the top of the article.

I performed some simple tests and included screenshot results of the annotation functionality below.
It looks like only 1 HTML command is supported in combination with the annotation functionality; combining multiple HTML commands doesn’t get interpreted when loading the form.

Sample 1: Custom Annotation using Heading 1 HTML command <H1>:

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