Knowledge15 was a great event. We had an awesome time at the opening cocktail and beach parties – but more importantly, we learned a lot about hot topics and new directions in service management.
Since one person can’t be everywhere at once, we divvied up the sessions among our team so we could get a holistic picture of the event and how it relates to knowledge management.
Some highlights:
“Moth Vegas” – At Knowledge15, the elephant in the room was actually a moth, with an eclipse of moths on the exhibition floor and in our rooms. One explanation we heard is that they were attracted by the bright lights from the illuminated pyramid at the Luxor hotel next door. Have you heard any other theories? (In any case, not to worry – we take your knowledge initiative out of mothballs and avoid holes in your knowledge!)
Extending service management beyond IT – ServiceNow is being used increasingly outside the realm of IT and into other departments such as HR, Facilities and Legal. This dovetails nicely with our Knowledge Hub for ServiceNow, which shares knowledge and increases efficiency and productivity throughout the organization. Our partners Fruition Partners and InSource, both ServiceNow partners, can help with your ServiceNow installations. (We announced our partnership with InSource during Knowledge15.)
Gamification – ServiceNow talked a lot about gamification as a way to promote business objectives. They even came over to congratulate us on our out-of-the-box gamification that motivates agents and end-users to interact more with knowledge to improve customer support.
KCS – Knowledge-Centered Support (KCS) is the preeminent methodology for creating and managing knowledge. RightAnswers is KCS Verified V5 and we got a lot of inquiries at our booth about what KCS means and how it can improve support. So even organizations not yet using KCS have it on their radar and want to learn more. The Coca-Cola Company presentation was a highlight. Shout out to Jen Oburu on an outstanding presentation of how Fruition Partners, RightAnswers and ServiceNow partnered to deliver a smoking new CMS portal.
The promise of Fuji – ServiceNow just released Fuji, its latest software version, which enhances the service catalog, test management, planned maintenance and more. RightAnswers is the only knowledge management software to be certified for interoperability and integration with Fuji.
ServiceNow store – ServiceNow launched the ServiceNow store of value-added applications for the ServiceNow environment. RightAnswers, a ServiceNow integration for knowledge management, is one of the first partners listed in the ServiceNow Store.
People like cool giveaways – the beer stations were a huge draw (Dogfish Head, anyone?) and people enjoyed our eye-catching, color-changing mugs!
Author: Bill Pollie