Centralized Knowledge Management with Custom ServiceNow Application

Company Overview

Baker Hughes, a global leader in energy technology, operates across multiple business segments with a diverse product portfolio. To support internal teams and enhance productivity, the company required an efficient knowledge-sharing platform that could centralize and streamline content management.

Problem

Baker Hughes faced challenges due to the absence of a centralized platform for managing and accessing learning content. Employees struggled to find relevant articles due to the use of multiple tools and a vast range of products. The company needed a scalable solution to improve article creation, approval workflows, and search capabilities to enhance knowledge accessibility and operational efficiency.

Solution

Proviniti developed a custom “Lessons Learned” application within ServiceNow to manage knowledge submissions and approvals. A user-friendly ServiceNow portal was designed to facilitate request tracking and knowledge searches. Automated workflows were implemented to streamline article approval and publishing processes, reducing manual efforts. Attribute-based tagging was introduced to enhance article discoverability, while role-based access controls ensured secure content visibility for approvers, reviewers, and end-users.

Results

The implementation of the custom ServiceNow application delivered significant improvements for Baker Hughes. The article publishing cycle time was reduced by 50%, improving knowledge availability. Article search accuracy increased by 30% due to attribute-based tagging. Employee engagement with knowledge resources improved, boosting overall productivity. Additionally, scalable governance was enabled to support future product expansions and process enhancements.