01 / CONFIGURE
KCS on ServiceNow®
Configure ServiceNow® to support KCS workflows, roles, article lifecycle, feedback loops, and contribution practices that fit your support operation.
Knowledge Management · KCS · ServiceNow®
Make your knowledge
work harder.
I help organizations turn ServiceNow® into a practical Knowledge Management and KCS® engine: better content, useful AI, smarter workflows, measurable adoption, and a support organization that gets better with every interaction.
What I do
From KCS strategy to
ServiceNow® configuration.
I bridge the gap between the methodology, the people, and the platform. The result is a KM capability that uses AI responsibly and works in the real world, not just in a process document.
02 / MEASURE
Reports and dashboards
Turn KM activity into insight. Build reporting for KCS impact, knowledge usage, contribution, article health and adoption.
03 / IMPROVE
Knowledge optimisation
Improve structure, taxonomy, content standards and findability so people can create, discover and trust knowledge when they need it. Use the platform's AI capabilities to streamline knowledge creation, reuse, and findability.
Experience that connects the dots
30 years in IT.
13 years on ServiceNow®.
I understand both sides of the problem: how people actually work and how ServiceNow® needs to be configured to support them.
30years in IT
13years with ServiceNow®
KCSimplementation and coaching
KMstrategy and configuration
Where I can help
Practical expertise,
configured for your reality.
Typical engagements include:
KCS workflow configuration
Design and configure the ServiceNow® processes that make KCS part of everyday support work.
KCS candidate training
Help people understand the methodology and translate it into practical contribution behaviours.
Coach enablement
Support KCS Coaches with guidance, feedback and the tools they need to drive adoption.
Knowledge base design
Information architecture, taxonomy, standards and lifecycle design for usable, trusted content.
Impact measurement
Define meaningful KPIs and create ServiceNow® reports and dashboards to show what KM is changing.
KB usage and adoption
Analyse how knowledge is created, found and reused, and identify opportunities to improve.
Start a conversation
Have a ServiceNow® knowledge challenge?
Whether you're implementing KCS, improving an existing knowledge base or trying to understand the impact of your KM investment, let's talk.