Knowledge Bird

Knowledge12—the wrap

ServiceNow’s Knowledge event is over for another year and they’re already planning the next one. The combined user conference/sales event gathered 2000 people in the recently reopened Hyatt Regency in New Orleans. A stunning venue, it was branded ServiceNow and completely overrun with IT people.

ServiceNow at the Hyatt

Photo Credit: Simon Morris

As far as events go, it was well-run with an excited, enthusiastic vibe. With a good-sized representation of prospects, I thought it was interesting though, that there wasn’t a clear session track for those guys and the Innovation of the Year award wasn’t given the kind of attention I’d expect at an event like this. Practitioners and administrators, on the other hand, were well catered to with labs and a great array of breakout sessions. It was sometimes hard to choose sessions and I know there were at least two or three that I now regret not seeing.

It’s encouraging to see the profile of knowledge management being raised in the IT community. My own session was full and well-received, and there were lots of enlightening moments about KM in other sessions—particularly the KCS implementation at RTS (Restaurant Technology Services), who provide support to McDonalds restaurants. I was especially taken with the product-specific self-help provided over mobile and tablet devices by scanning attached QR codes. But that wasn’t the most exciting part.

On the second day, ServiceNow founder and Chief Product Officer, Fred Luddy, gave a keynote providing insight into the new features coming in future releases. There was a lot of emphasis on automation but the best thing? The best thing was seeing that there will be Live Feed to Incident functionality. All that conversation about an incident that occurs in the activity stream will be captured inside the ticket for seamless tracking. I look forward to seeing something similar happen with knowledge.

If you’re a ServiceNow customer, you can expect to see this functionality, and more, in the Berlin release, coming in late July/August.

Other post-Know12 wraps.

Roger Williams
Michael Slobodnick — Is it Knewledge 12? The After Conference Post…
Simon Morris’ Coaching Loops on Storify
My session on Storify
John Roberts’ Know12 Infographic


  • May 22, 2012

    Well i added my two sessions 

  • May 23, 2012
    Aurelio Lopez

    I enjoyed your presentation Practical Approach to building a Knowledgebase. How can I see the slide show you presented?

    • May 23, 2012

      Thanks, Aurelio. I have a slideshare presentation, which has all the slides except for the ServiceNow screenshots. See that here:

      Or you can view the ServiceNow slides at the Know12 portal:


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