IT Services Internal Communication

We are now in our third week of the KCS Pilot, and so far things are going great—the pilot group has doubled the size of the Knowledge Base! Even better, we’ve started publishing some of this knowledge out to the world, when appropriate. Not all knowledge is suitable for publication to the outside world, such as…

The KCS Pilot is off to a tremendous start! We’ve created 114 KCS articles based on user demand. These new articles are available for internal use now. And some of these articles will be published, as the process demands, to augment the 182 published knowledge articles that currently exist in the Knowledge Base. The upward…

The Knowledge-centered Service Pilot goes live today! A small team of trained participants will be using KCS for all the tickets that they handle. The goal of the pilot is to test, modify, and perfect the functional capabilities of our new process before we roll it out across the entire organization. KCS Pilot participants include Tim Ward, Em Smith, Sofia Olaya, Pete Ferris, Jake…

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…

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…