Knowledge Centered Support
- Knowledge Centered Support
Knowledge-Centered Support (KCS) is a methodology and a set of practices and processes that focuses on knowledge as a key asset of the customer/technical support organization. It was developed in 1992 by the Consortium for Service Innovation [http://www.serviceinnovation.org] ; a non-profit alliance of support organizations. Its premise is to capture, structure, and re-use technical support knowledge.
KCS seeks to:
*Create content as a by-product of solving problems
*Evolve content based on demand and usage
*Develop a knowledge base of an organization's collective experience to-date
*Reward learning, collaboration, sharing and improving
With over 10 years in development and over $45 million dollars invested, KCS has been tried and tested by early adopters that include 3Com, Oracle, Novell Compaq (now HP) and VeriSign.Fact|date=March 2007 KCS is endorsed and evangelized by HDI [http://www.thinkhdi.com] , the world's largest support professionals association.
Information Technology Infrastructure Library (ITIL) is recognized as lacking a knowledge management strategy necessary to a service desk.Fact|date=March 2007 KCS augments the ITIL framework by providing a strategy for capturing, structuring, and reusing knowledge within the service desk. Service management requires that knowledge be leveraged within incident management and problem management. KCS defines how to integrate knowledge management into these processes.
In 2005, the Consortium for Service Innovation introduced the KCS-Verified [http://www.serviceinnovation.org/kcsverified] program for knowledge management software vendors. There are now over 12 software applications verified to enable the KCS best practices. This program defines the functional requirements that software vendors must implement to successfully enable KCS.
In 2008, HDI introduced the Knowledge-Centered Support Principles Certification [http://www.thinkhdi.com/kcscert] that allows individuals to demonstrate their knowledge of the KCS methodology. Over 100 companies now have KCS Certified individuals in their organzations.
External links
* [http://www.serviceinnovation.org/ourwork/kcs.php Consortium for Service Innovation KCS page]
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