IT Services Internal Communication

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…

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.…