KCS is a reactive methodology that is focused on capture and structure of knowledge in the workflow, and on the findability and usability of that knowledge by a target audience. KCS captures support knowledge in customer context and feeds it into the Knowledge Management process, but does not replace this process. The Knowledge Management process owner still owns all knowledge, once it’s created, and is responsible for curating the Knowledge Base. Additionally, there are many forms of knowledge outside support knowledge which are neither generated nor updated by KCS. Knowledge Management is active during all phases of the Service Lifecycle, which KCS is specifically limited to the Service Operation stage.
Would you like to know more? Visit miamioh.edu/kcs. Or contact any member of the KCS Implementation Team.