Kevin Murphy
Manager, IT Service Management,
Tufts University
From Locked Down to Liftoff: Transforming IT Knowledge Management into Campus-Wide Self-Service
Wednesday, September 30, 2026 | 1:00PM–1:45PM MT
Session Type:
Breakout Session
Delivery Format:
Presentation
What happens when you unlock your IT support Knowledge Base (KB) and invite in the entire campus? How can you empower students, faculty, and staff to independently find answers and increase customer satisfaction (and, as a bonus, reduce ticket volume)? By pairing distributed knowledge ownership with a unified ServiceNow platform, we transformed our private outdated knowledge base into a scalable self- service resource and laid the foundation for our virtual support chatbot. Join us for a system-agnostic walkthrough of our approach that includes practical tips, navigating common challenges, and strategies for adoption, as well as streamlined maintenance, long-term sustainability, and governance. We’ll share the results of our work, such as consolidating content from 2,130 articles to 533 while achieving over 2,000 views per month. We’ll conclude with a detailed walkthrough of how we implemented this transformation in the ServiceNow platform.
