Knowledge Management Training Videos on ServiceNow
Delivered a structured ServiceNow Knowledge Base training for a German government customer as an Authorized ServiceNow Training Partner
Case Study
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About the customer:
The authority is a mid-level government agency based at a central administrative location and employs approximately 2,000 staff members from more than 25 academic disciplines. It coordinates activities at the regional level on behalf of the relevant state ministries, advises and supervises numerous subordinate public authorities, and allocates funding for private and public projects.
Industry: Government & Public Sector
Headquarters: Germany
Cooperation period: 2025
Employees: 2,000+
Website: NDA
Executive Summary
The customer commissioned Teiva Systems to develop scripts and training videos on ServiceNow Knowledge Management. The training covered three core areas: creating and structuring knowledge articles (including templates, categories, mandatory fields, and style guidelines), searching and navigating knowledge content (search, filters, breadcrumbs, and content distribution), and approval and publication workflows across knowledge bases.
Business Challenge
Organizations struggle with inconsistent knowledge article quality and low adoption of knowledge management tools due to missing standardized training. The lack of clear guidance leads to higher onboarding effort, inefficient content creation, and increased dependency on support teams.
Solution & Business Value
Teiva Systems designed and implemented a custom scoped ServiceNow application supporting:
Delivered a standardized, video-based training solution covering the full knowledge article lifecycle
Enabled consistent creation, navigation, approval, and publication of knowledge articles
Reduced onboarding time and training costs through reusable, role-based learning content
Increased adoption of knowledge management processes across teams and customers
Improved knowledge quality, governance, and long-term maintainability
Created a scalable foundation for future training and enablement offerings
Business Outcomes:
- Reduced training effort through standardized, reusable video content
- Consistent creation and structuring of knowledge articles across teams
- Faster user onboarding through clear, step-by-step video guidance
- Improved findability of knowledge articles via optimized search and navigation practices
- Higher content quality through clear approval and publication workflows
- Strong foundation for scalable knowledge management and future enhancements
Value for End Customers:
- Consistent and intuitive access to high-quality knowledge articles
- Faster resolution of issues through improved search and navigation
- Clear and reliable information due to standardized content structure
- Reduced dependency on support teams through effective self-service
- Up-to-date and trustworthy content enabled by defined approval processes
Value for the B2B Client:
- Standardized and scalable training assets reusable across multiple customer engagements
- Reduced enablement and support effort through consistent video-based knowledge transfer
- Improved adoption and governance of knowledge management processes
- Higher customer satisfaction driven by well-structured and maintainable knowledge bases
- Strong foundation for future training, enablement, and knowledge management offerings
Use Cases Covered by the Application
Role-based creation and management of knowledge articles
Guided structuring using templates, categories, and mandatory fields
Search and navigation optimization with filters and breadcrumbs
Approval and publication workflows for content governance
Step-by-step onboarding through video-based learning
Consistent formatting and style compliance across all knowledge articles
Technologies and Tools
Talk with our experts
For USA
Raphael Holdermann
Co-founder & Chief Customer Officer at Teiva Systems USA
Raphael is a client-focused leader known for his big-picture business vision and entrepreneurial acumen, having successfully launched organizations, turned around challenged businesses and rapidly scaled programs for small to large enterprises in the ServiceNow ecosystem.
Dach region (Germany, Switzerland & Austria)
Kostya Bazanov
Co-Founder & Director at Teiva Systems Germany
Kostya has been developing and extending the business footprint of Teiva Systems in the DACH region. Being a trusted advisor and a ServiceNow solution architect since 2012, he offers reliable and quality business and IT solutions, products, and services to our clients.
Other countries
Oleksii Konakhovych
Co-Founder & CTO at Teiva Systems
Oleksii working with ServiceNow since 2007 and inspired by the opportunity to build a process design and platform architecture. Oleksii using a years of experience to be a few steps ahead of the challenges. Our customer will have the best result and noticeable improvements in the quality of work.