Knowledge Management

Available Courses

Knowledge Management

Scheduled: November 1, 2018 (UK) The knowledge within your Service Desk is one of the most important assets of your department, ensure it is being captured. What is Knowledge Management and how do I best leverage it within Cherwell Service Management? In this Deep Dive we provide you the hands-on learning to configure knowledge, as well as, design tips that will take your knowledge contributions to the next level, including a look at key concepts of Knowledge Centered Support.


Course Schedule
NA: This course runs from 8:00 AM – 4:30 PM Mountain Time (MT) on the day of the course.
EMEA: 
This course runs from 9:00 AM – 4:30 PM Greenwich Mean Time (GMT) on the day of the course.
APAC: This course runs from 8:00 AM - 3:30 PM Australian Eastern Standard Time (AEST) on the day of the course.

Price: $495 US | £400 GBP | €465 EUR | $500 AUS 
per student

Select the link of the date for which you would like to register under Upcoming Classes. These classes are offered on a rotating basis. 
If this class is unscheduled select Request This Class below for more information.

Registration for this course will close at 2:00 PM Mountain Time on the day before the course start date.


Course Objectives:

  • Knowledge capabilities within Cherwell Service Management
  • How to configure knowledge management
  • Overview of Knowledge Centered Support
  • External knowledge sources and integrations (knowledge brokers & ComAround)
  • Customizing to maximize contributions to the Knowledge base

Intended Audience:

This course is intended for CSM Administrators, Service Desk and Knowledge Managers looking to leverage the knowledge capabilities of Cherwell Service Management.

Course Agenda:

  • Getting Started - Introductions
  • Out of the Box Knowledge Workflow and Configuration
  • Answers to the most commonly asked questions about knowledge
  • Overview of Knowledge Centered Support
  • Tips & tricks to increase contributions to the knowledge base
  • Is my knowledge base being used?

Upcoming Classes:

01 - November - 2018
Virtual-EMEA , Graham Plumb
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