Methods for
Knowledge Management & self-service success
Best practice methodology
Methods for
ComAround provides you with the needed knowledge, skills, services and solutions to achieve knowledge management and self-service success. Our experts can help you set up the processes and solutions based on your needs and our experience. We recommend using the best practice knowledge management methodology – Knowledge-Centered Service, also called KCS®. This is why service organizations choose to adopt the KCS methodology.
Do you want more information about knowledge management methods that works for you? You are welcome to consult an expert.
White paper
The whitepaper identifies the top ten reasons why Knowledge Management initiatives fail, and how to prevent this.
When data, information, and knowledge continue to grow within organizations, knowledge is updated less frequently and becomes less relevant. Employees and external clients then find it increasingly difficult to find relevant knowledge when they need it. To prevent common failures in the implementation of Knowledge Management and to ensure that it supports the company’s strategic objectives, organizations must pursue the organizational change needed to support the creation, reuse, and improvement of knowledge.
What is Knowledge-Centered Service (KCS®)?
ITIL provides guidelines and frameworks, such as Incident, Problem, Change and Knowledge Management, aiming to improve, develop and manage the service delivery. Knowledge-Centered Service (KCS®) is a best practice methodology that provides a detailed description of how service organizations can work more effectively with knowledge to improve the service delivery, become more productive in the service organization, decrease costs and increase service levels to customers. The KCS methodology is developed and continues to maintain by the Consortium for Service Innovation, a non-profit alliance of service organizations. ComAround is a member of the Consortium and is greatly involved in the development of the KCS methodology. Other members are DELL Technologies, Hewlett-Packard Enterprise, Ericsson, Cisco, Oracle, and many more. See all current members.
Why should support organizations adopt the KCS® methodology?
In order to get dramatically different results, we have to do something dramatically different. KCS® represents a new way in thinking about work, people, process and measures and the benefits are profound.
How KCS® works
The KCS methodology is organized into three components:
- Knowledge: KCS articles, the output
- The Solve Loop: the reactive process
- The Evolve Loop: the reflective and continuous improvement process
The Solve Loop is the request-response workflow. Creating knowledge articles is a by-product of responding to requests. Articles can be used for many different types of content including a simple question, a complex problem, or a procedure. The knowledge articles must be timely, findable and usable provided in the customer’s context. Articles are improved over time based on demand and usage with the concept “reuse is review”. The access to the knowledge base increases the service organizations speed and accuracy in solving a request. It also reduces solving requests that have already been solved.
The Evolve Loop reflects on and learns from a collection of Solve Loop tasks and associated knowledge articles. It identifies areas for improvement in the Solve Loop and to the business, such as improvements to products, services, processes and policies.
How ComAround can help you succeed
with knowledge management and kcs adoption
A verified knowledge management tool
ComAround Knowledge™ is cloud based knowledge management tool that synchronizes and navigates organizations digital information to meet the long-term need of relevant and accurate knowledge. We call it – Intelligent knowledge. ComAround has been chosen as one of the stand alone knowledge management solutions by Gartner in the report “Hype Cycle for ITSM 2018. The tool is based on the best practice process and methodology Knowledge-Centered Service (KCS®), and is verified by the Consortium for Service Innovation at its highest level, KCS v6 Verified.
KCS Trainers and Customer Success Team
ComAround provides KCS Trainers and a Customer Success Team, who are certified experts in KCS®. They train and advise organizations around the world to succeed in knowledge management and self-service.
Read more about KM/KCS training and consulting services.
Do you want more information about
knowledge management methods that works for you?
You are welcome to talk to an expert. Fill in the form and one of our experts will contact you as soon as possible and give you recommendations based on your needs.
Heléne Källgården
Training & Consulting | KCS Trainer
helene.kallgarden@comaround.com
Mob: +46 766 43 11 22
LinkedIn
Anki Hernborg
Head of Customer Success
anki.hernborg@comaround.com
Phone: +46 733 661 119
LinkedIn
