Process Corner

Search Updated to Include KB

The new Google Search Appliance.

Your ServiceNow Knowledge Base (KB) articles are now available via the OIT website. This functionality is provided by the Google Search Appliance.

The Appliance will search the ServiceNow KB when the Service Catalog's "Additional Information" option or the OIT Search option is selected. The general search option will search ServiceNow articles in addition to information stored on other Emory websites. Also, the Appliance will allow the "Additional Information" option to dynamically pass the Service Catalog's Service Name, along with any documented alias, directly to the ServiceNow KB to create an initial user search.

Today, keywords are generally entered into the Keywords field within ServiceNow. The Google Search Appliance requires keywords to be present in the BODY of the ServiceNow article being searched. If the keywords are not naturally occurring within the text of the ServiceNow article, then one can add keywords to the "More Information" section of a ServiceNow knowledge article.

When the Appliance searches ServiceNow, it displays all articles with a Role of "Public" regardless of the article status (Draft, Review, and Published). To eliminate non-Published articles from prematurely displaying on the OIT Website, we recommend changing the default role assignment to "itil, Knowledge" rather than to the "Public" role as it currently does today. In addition, we would like to restrict the ability to make articles public to the Knowledge Champion.

This means that when an article is intended for public consumption, the Knowledge Champion will need to select "Mark Public" to update the role to public as part of the publishing process.

We would also like to enable the out-of-box functionally called Referencing KB Articles. This option will be available in edit mode and will identify articles which are linked within other articles in ServiceNow. The Knowledge Champion will be expected to review this field and reconcile any links listed in the field before deleting or retiring a Knowledge article. This new option and procedural change will prevent broken links when ServiceNow articles are removed from the ServiceNow KB.

Please note: This option will not identify links referenced outside of ServiceNow.

We are in the process of removing outdated How-Tos and FAQs so that only the current ServiceNow documents will display. If you have content that is obsolete and you have not been contacted by the UTS Knowledge Manager, please send an email to

- Rose Harris, IT Service Management Specialist, Integration

2012 Registration For ITIL Education

"The only thing that interferes with my learning is my education." - Albert Einstein

The ITIL Qualifications scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL Best Practice, to various degrees of depth and detail.

The levels of qualifications within the scheme are ITIL Foundation, ITIL Intermediate Level, ITIL Managing Across the Lifecycle, ITIL Expert Level, and ITIL Master Qualification.

Registration for ITIL education in the 2012 calendar year is now open.

ITIL® Foundation Certification: This course provides participants with knowledge of ITIL v3 terminology, structure, basic concepts and core principles of IT Service Management. It is the required first step to advance to intermediate training.

Course Date Registration
ITIL Foundation Monday, March 26 – Wednesday, March 28, 2012 *Form
ITIL Foundation Tuesday, June 5 – Thursday, June 7, 2012 *Form

* You will need to include the participant's name, email and appropriate 10-digit Smart Key.

ITIL® Intermediate Certification: Capability courses are for process owners, process managers, subject matter experts, etc. to learn how best to apply the ITIL framework operationally.

Lifecycle courses are more management oriented, ideal for Service Managers, functional managers, etc.

Course Description Date Registration
Lifecycle course - Service Strategy
Service Strategy principles and processes, Governance, Financial, Demand, and Service Portfolio Management
February 6-9, 2012
Please contact us at
Capability course - Service Offerings and Agreements
Service Portfolio, Service Level, Service Catalog, Demand, Supplier, Financial Management, Business Relationship Management
April 9 -13, 2012
Please contact us at
Capability course- Operational Support and Analysis
Event, Incident, Problem, Access management; Technical, Application, and Operations Management functions; Request Fulfillment, Service Desk
June 18-22, 2012
Please contact us at
Lifecycle course - Continual Service Improvement
Continual Service Improvement principles, processes, methods and techniques
August 6-9, 2012
Please contact us at

Certification Highlights:

Course offerings can also be found on the SMCC website. To learn more about ITIL visit the ITIL official website. Questions and requests about classes should be directed to:

- Nicole McFarland, IT Service Manager, Integration