Barclay Rae, the CEO of itsMF UK, talks to Lena Stormvinge, Head of Training & Consulting at ComAround, about Knowledge Management at SITS 17
Most of us working in a service organization are struggling with making our customers satisfied with limited resources. Using an established Knowledge Management methodology and a specialized Knowledge Management solution, streamlines our support workflow to be able to resolve more incidents with our existing resources. Adopting the KCS methodology helps service organizations to know exactly what to do to get great results.
Barclay Rae, the CEO of itSMF UK, talks to Lena Storvinge, The Head of Training & Consulting at ComAround, about Knowledge Management. The interview is divided in three parts.
Part 1 – What is knowledge management?
Part 2 – What is KCS? – the 90/90 rule? What is the biggest challenge to make Knowledge Management work?
Part 3 – About ComAround and the future of service organizations
Working with legacy data is a common and often frustrating issue to handle. This article will give you the knowledge needed to begin dealing with it effectively.
The traditional viewpoint that every article created should be perfect has no connection to how we consume and process information. Support organizations that realize it’s impossible to create perfect knowledge articles will succeed with knowledge management. Successful support organizations develop methods for the early identification of new issues, and they create effective articles that resolve the new issues.
Many support organizations have started to align their support model with Knowledge Centered Support (KCS) as their methodology for working effectively with knowledge. In this article we reply to the most commonly asked questions related to the adoption of KCS.
This is a 4- step guide on how to make your self service knowledge base a success and one of your must valuable assets. This guide is aimed at those who want to enhance an existing knowledge base as well as those who are planning for a new knowledge solution.
In this third part of our Knowledge Centered Support (KCS) series, we look at knowledge as a collective experience, and how the combined expertise and experience of the organization are far greater than that of any one individual. It’s about creating involvement and spreading the risks, without leaving anyone feeling minimized. Read more
Our work environment and its content are in constant change. For service desks and support teams it is a very time consuming job to keep the content up to date, if even possible at all. But if every use of an article provided an opportunity to edit and refresh the information in it, would that stop the bottleneck effect and result in updated information? In the second article in our KCS series we get to know about the second core principle of KCS- how to handle and evolve the content.
What are the differences between KCS (Knowledge Centered Support) and Knowledge Engineering, and how can the support organization benefit from leaving knowledge engineering mode? Read how an organization can make everyone a winner with focus on immediate action and relevant content.