The WashU IT Knowledge Management project, one of the top four initiatives identified in the WashU IT Operating Model, is going live on August 24.
To prepare for a successful launch, the Service Management Office is inviting all WashU IT knowledge content creators to attend one of the upcoming Knowledge Content Creator Training sessions.
Select a Date/Time to Register:
- Each session is 60 minutes and supports the rollout of the Operating Model Knowledge Management Project.
- Multiple sessions are available. Participants are welcome to attend more than one; however, all Knowledge Content Creator Training sessions cover the same content.
- For the latest training session schedule and any future updates, visit the Operating Model Knowledge Management Project Go-Live document on SharePoint.
- These sessions are intended for anyone who creates or edits content for the ServiceNow Knowledge Base.
- Note: Content creators must have an ITIL license.
- All sessions will be recorded for future reference.
What Content Creators will learn:
- How to determine what belongs in the Knowledge Base vs. elsewhere.
- The standard template for a Knowledge Base article – what goes where, and how the fields work.
- Formatting, including accessibility considerations and requirements.
- Standards for content quality and how knowledge approvers (Content Owners) will apply them.
- Content categories and approval structure.
While topics 1–4 build on guidance that has been shared with WashU IT previously, this training brings the information together in a consistent, structured format and introduces new Knowledge Management features. Topic 5 is entirely new and will introduce important changes to the category and approval workflow.
For questions, please message Rebekah Johnson, Christine Arteaga, or Patricia Dubitsky in Microsoft Teams.