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.
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 alla 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.
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knowledge management methods that works for you?
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