Knowledge Accelerators
Extracting the Essence of Continuous Learning

ServiceNow has become the leader in IT Service Management systems improving IT operations by integrating disparate functions. The platform, alongside end-user self-service systems, delivers better workforce management with improved productivity and client satisfaction. However, a majority of enterprises face an uphill battle to help their ‘customers’ leverage the features of productivity enhancing software. The integrated ITSM enterprise needs to ensure a robust knowledge base of answers in order to bring their customers back. This is where Knowledge Accelerators fits in.

Keith Gibson, CEO of Knowledge Accelerators, in an interview with CIO Applications, shares his insights on the company’s value proposition, and the enterprise-grade services offered in the ServiceNow arena.

What is Knowledge Accelerators?

With the advent of table driven and Agile development the IT landscape has accelerated changes in applications, which require ‘Agile’ tools for all aspects of IT Service Delivery. This fast-paced environment combined with the need for accelerating end-users’ learning about new software created the largest Achilles’ heel to enterprise productivity. To alleviate this pressure point and smooth the transformation, Knowledge Accelerators helps enterprises increase productivity at the speed of their businesses. In today’s ServiceNow ecosystem, Knowledge Accelerators enables end-user self-service and keeps end-users excited about learning. Founded on the belief that knowledge transfer is a process flow that can be standardized, mechanized, and automated, Knowledge Accelerators leverages the ServiceNow platform to deliver consistency, quality, and speed when cultivating knowledge optimized for training, assistance, and employee support systems.

What are the challenges you see brewing in the ServiceNow ecosystem, and how does Knowledge Accelerators address them?

A majority of enterprises have a robust infrastructure in the ServiceNow platform, but lack a knowledge process flow capable with keeping up with the speed of changes delivered from software manufacturers. This limits the effectiveness of Self Service. Most of their IT helpdesks or service desks have access to a limited knowledge-base and it is often organized for agents. We bring a deep, productive, quick-learning environment to the self-service world for customers to find an answer in the form of a video that shows them how to do it. This delivers quick answers to common questions and creates an end-user self-service destination.

We help enterprises efficiently create that destination for end-user self-service through the ServiceNow platform.

Is there a methodology that you follow while providing services to the clients?

Knowledge Accelerators is laser-focused on end user productivity applications with major focus on developing Microsoft Office products and Windows 10 in 8 common languages. Mac, IOS, Dynamics and other platforms are also included. The problem and change management programs in the IT arena often lead to the introduction of new operating systems or Microsoft Office products. We serve as a supporting organization to bring both active and passive knowledge and wholly assist with the digital transformation of an enterprise. Our team covers the onboard campaigning, growth, and skills to help private organizations reach out and initiate the change. We work with the enterprise as a part of their change management team with a responsibility to add new productivity enhancing applications to their infrastructures. We then bring in content by building reusable learning objects that can be quickly repackaged and re-provisioned into various vehicles for stimulating enterprises to adopt the change.

What makes Knowledge Accelerators stand out from its competition?

Our uniqueness stems from the fact that we are pioneers in continuous campaigned learning. Our ability to reach out to customers and drive them back into the self-service platforms is unique. This enables end users to ‘opt-in’, learn and build their skills, following which, we ensure the campaign is measured against their actual consumption of a product so that we know they got the training and did something with it. By following this notion of campaigning and outreach to the end-users, we gain the ability to have them enroll themselves into the ServiceNow’s end-user self-service.

Share with us a case study that highlights the effectiveness of the company’s services?

We assisted a large healthcare provider that was transitioning to new products and platforms in the Microsoft Office space to achieve a complete digital transformation. The client, engaged with Windows 10 and Office 365 at the same time, struggled to roll out their products as their help desks were overwhelmed and inundated with questions. Upon interaction, we introduced the ServiceNow platform and initiated the campaign learning strategy with over 2000-4000 customers responding to the client’s email every week. Our team guided the client through a 16- week program to empower them with knowledge regarding the power of their newly acquired products. Subsequently, the client effortlessly accelerated their rollout and was able to measure the consumption that came along with the activities in real-time. We offer the client a combination of our content and webinars—comprising automatic information in the form of videos to reinforce the learning experience. With a 6-1 positive feedback ratio and precision orchestration, it was a unique program that was extraordinarily well-received.

What does the future hold for Knowledge Accelerators?

We are working on driving deeper into international languages, and continuing to create language content that is ‘native-native’—composed of native voice and native applications—and we will extend packaging content for diverse endpoints. With a thirst for success, we will continue to drive the outreach portion of continuous learning to reach a broader spectrum of customers. Our primary focus will continue to be Content Distribution, including ServiceNow, ITSM platforms, SharePoint, LMS’s, embedded applications and other knowledge endpoints that tie back into the knowledge acceleration distribution ecosystem.