IT Services Internal Communication

Knowledge Monitoring is a process used to assure quality in the KCS knowledge management. This, along with Call Monitoring and Incident Monitoring (we already practice both), are combined to systematically review the quality of work performed by a support analyst. Here, we’ve answered some of the frequently asked questions about the Knowledge Monitoring process. Would you like…

Within KCS, content is king. From the capture, structure, and reuse of knowledge to the practices and policies that govern and promote our Knowledge Base, the goal is to create articles that are findable, useable, and available to our audience based upon demand. Here, we’ve answered a few questions about how KCS will help us…

Learn how the implementation of Knowledge-centered Service helped contribute to the success of big-industry players like HP, Lowe’s, and salesforce.com. (Our thanks to the nice people at Consortium for Service Innovation for sharing their case studies.) And for a look at how KCS  was implemented in an educational environment, check out this post from Western Kentucky University.…

Why implement Knowledge-centered Support? Simplifies incident management and reduces complexity Respond to and resolve issues faster Provide answers to complex issues at Tier 1 Provides a consistent answer to any question asked more than once Reduces on-boarding time for new staff Integrates with our existing tools and processes (plug and play!) Identify opportunities to learn…