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