Knowledge is an asset owned by the team

It is no secret that “Knowledge” is the keyword in the support industry in 2015. ComAround recently took part in the IT-support & Service conference in Stockholm with the focus on the support organization’s knowledge. How do you capture this knowledge and how do you make this build value in the company?

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At the conference, a great deal was spoken about problem-solving proactive work with knowledge as a central tool. How important it is to map a business’s knowledge in order to be able to utilize and develop it to make working operations effective, innovative and profitable.

KCS simplifies knowledge management

In her presentation, Ann-Marie Ovin, CIO at the law firm Vinge in Stockholm, spoke of how they had begun to introduce KCS, Knowledge Centered Support, in their IT activity. KCS is a method for working effectively with knowledge within, for example, the IT organization. The knowledge can be available in a knowledge database in a self-service facility.

According to Ann-Marie Ovin, knowledge is an asset owned by the Team, not by the Individual or a small group of content creators. And, at ComAround, we really agree with that. By utilizing, developing and disseminating both new and existing knowledge in a self-service portal, the support organization can build up knowledge capital in order to, for example, take the load off of and make more effective the work in the service desk. In both the long and short term Ann-Marie Ovin, who uses ComAround Zero™ in the support activity, described the service as “structured knowledge in one place”.

Ulf Lignelid, Magnus Nordh and Therese Walve from ComAround

– I thought that Ann-Marie’s description that “IT + Knowledge Management = KCS” was very good, says Sharmarke Warsame, who took part as an exhibitor from ComAround.

We had many pleasant and interesting discussions with both participants and other exhibitors among the 60 people present.

Would you like to find out more about KCS?

Contact us if you would like to find out more about how KCS works in practice and how it can improve support delivery.

Heléne Källgården, Marketing & Events, ComAround

Related links:

Using KCS principles to improve Self Service

ComAround employee is the 15th certified KCS Trainer in the world

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