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Transforming the ServiceNow Information Experience

Darrin Ladd
ServiceNow Employee
ServiceNow Employee
‎11-07-2017 09:20 AM

At Knowledge, I sat down with many of you to discuss how you all felt about how we, at ServiceNow, present product information. That time with you, combined with hundreds of conversations at SNUGs, surveys, and emails to our team, has made it quite clear: you are frustrated. The information that you need to enable your team, and your company, to be successful can be hard to find. You know it is out there, but which ServiceNow site is it on? Is it on the documentation site, the developer site, under support and troubleshooting on HI, in a video on the NOWSupport YouTube channel, or under one of the multitude of areas on the community? In some cases you may have to go to several of these different sites to get the full picture of what you are trying to achieve.

At ServiceNow, we truly care about our customers and we want to do everything we can to support your success. We cannot fulfill our purpose of transforming work if you are not successful. Since the early days of the product, we developed critical information in an effort to support a specific audience or role, specific stage in implementation, even a specific product or customer goal. At the time, this helped get the right information to the right individuals. But, over time, this has resulted in information silos on different sites. That isn't an experience that enables success.

findinginfo_v2.jpg

It's time for a change.

Turning silos into a unified Information Experience

Taking the responsibility of that empowerment very seriously, we have been on a quest to talk to you, our customers and partners, and hear your experiences with and ideas about our content. Based on your feedback, we are embarking on a whole suite of changes that will improve your ability to get the information that you need at the right time.

Our long-term focus is to bring the content together. We want to provide a much more guided and prescriptive experience. These improvements will be across all of our resources:

  • How the content is written and structured
  • How it is presented
  • How you find information
  • How you access information
  • Where you access information from
  • How you interact with it

Our goal is to deliver an outstanding information experience that continually improves and supports you being wildly successful.

Turning the Information Experience into your success

Over the next weeks and months, you will see improvements and innovations being launched across our information landscape. We are not planning on making wholesale changes overnight, but instead introducing different improvements over time. This incremental approach is specifically so that we can hear from you and shift to what will work best for you. That way we can ensure that we are fulfilling our goal of supporting your success at every step.

Along those lines, you will see future blog posts from my team and colleagues that will dive into the details as we introduce these improvements. To stay connected and keep up with these, subscribe to the tag "ServiceNow Information Experience" and make sure you have your email notifications turned on. You will not want to miss it.

I'll keep a running list of the blogs here as well:

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