knowledge hackathon
DESCRIPTION
TRANSCRIPT
Proposal: New England SNUG Hackathon
Adriene RadcliffeDorothy OrtaleYale University
Topic: KNOWLEDGE
When: January 2014
Objective
Create a workflow-based knowledge process with appropriate roles and responsibilities to facilitate the lifecycle of a knowledge article in Service-Now
...And Make Your Knowledge Manager Happy
Basic Steps
Document Use Cases Document Process Flow Develop Service-Now Change Sets Develop Test Scripts and Test Complete Acceptance Test Document as a package
Document some high-level use cases around four roles:
1 Submitter2 Author or Subject Matter Expert3 Editor4 Knowledge manager
Suggest 2 or 3 knowledge managers lead this
Use cases will drive the proposed process workflow with appropriate lifecycle states/stages and detailed requirements documented by the Business Analyst
A Yale Business Analyst will document with Knowledge Managers will approve
Developers will design change sets based on process workflow and documented requirements
Could we get a Service-Now or partner volunteering to help coordinate?
Yale will provide a Test Lead to write and execute test scripts against the developed requirements
Knowledge Managers will complete Acceptance Tests
Knowledge Managers will document the roles and use of the updated module with workflow
Developers will document the implementation of the change sets
Celebrate and Distribute