Join our Live Webinar: ITIL + KCS = SUCCESS on March 28

This webinar will explore how knowledge management is integrated with ITIL processes to maximize value and how you satisfy your customers, your employees, and the needs of your organization by Doing More With Less

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Sign up for KCS v6 Practices Workshop and get 20% discount on KCS Assessment for each attendee

Don’t miss this opportunity – KCS v6 Practices Workshop is available in Oslo and Pittsburgh.

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Join our KCS v6 Practices workshops during this autumn

If you’re considering tuning up your KM processes, especially adopting the KCS methodology, we recommend joining the KCS v6 Practices workshop. It is a three-day workshop that will provide the needed insights and skills on how to work with Knowledge Management effectively. It will help you achieve knowledge management success in your organization, such as shorter resolution time, fewer cases to the service desk and more satisfied employees and customers. At the end of the workshop you can choose to complete an exam test. Read more

ComAround further strengthens its training and advisory services team with an additional certified KCS v6 Trainer

Per-Kristian Broch Mathisen has become the world’s sixteenth certified KCS Trainer.

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

Lena Stormvinge, Knowledge Specialist at ComAround, has become the 15th certified KCS Trainer in the world. Certification provides the ability to provide all-round advice, training, and certification to support organizations that are considering or already working to adopt KCSsm.

Lena Stormvinge and Greg Oxton are KCS Trainer Certified at ComAround

Lena Stormvinge, KCS Trainer & Knowledge Specialist at ComAround and Greg Oxton, Executive Director of the Consortium for Service Innovation

An important part of becoming a KCS Trainer is undergoing a three-day KCS v5 Practices Workshop together with a certified trainer. Lena completed the course in Stockholm with Greg Oxton, Executive Director of the Consortium for Service Innovation. The course provides a deep theoretical and practical understanding of the adoption of KCS. Participants in the course came from Sweden, Norway, and Germany, and all achieved certification . Today there are over 500 people in the world that have undergone KCS v5 Practices certification.

“It’s great to have such strong support from ComAround for KCSsm,” said Greg Oxton, Executive Director of the Consortium for Service Innovation. “ComAround’s recent designation as a KCS-verified tool, combined with ComAround’s Account Manager and Knowledge Specialist Lena Stormvinge’s accomplishment in becoming a KCS Certified Trainer at the KCS Academy, shows ComAround’s commitment to helping their clients realize the dramatic benefits of the KCS methodology.”

Lena Stormvinge KCS Trainer at ComAround

Lena Stormvinge, KCS Trainer & Knowledge Specialist at ComAround

KCS Practices v5 participants by ComAround

Participants in KCS v5 Practices Workshop in Stockholm, April 26-28, 2016

Earlier this year the tool ComAround Knowledge™ became KCS Verified v5 and thus supports all eight KCS principles.

Upcoming KCS training courses and certifications that Lena will hold are: KCS Foundation – Blended training on May 3 in Stockholm and September 8 in Oslo, and KCS v5 Practices on October 17-19 in Stockholm.

Find out more about the KCS (Knowledge Centered Support) courses and certifications offered by ComAround.

Read about the KCS-verified tool ComAround Knowledge™.

About KCS and the Consortium for Service Innovation

Knowledge Centered Support (KCSsm*) is a method for providing a detailed description of how support organizations should work with knowledge as a basis for improving the support they provide, for boosting their productivity, and for increasing the level of service they offer to the business. KCS was created and is maintained by the Consortium for Service Innovation – a non-profit alliance of support organizations. www.serviceinnovation.org, www.thekcsacademy.net.

About ComAround

ComAround is a Knowledge Management and Self Service specialist. Professional support organizations worldwide use ComAround Knowledge™ to streamline the support they provide by capturing, structuring, and sharing knowledge throughout the business. The tool is KCS Verified v5 and can be easily integrated with other ITSM tools thanks to ComAround Connect. ComAround’s experts are on hand to guide you through and educate you on Knowledge Management and KCS. www.comaround.com

Contact ComAround for more information:

Lena Stormvinge
KCS Trainer & Knowledge Specialist, ComAround
E-mail: lena.s@comaround.se
Phone: +46 766 43 11 27

*The KCSsm methodology is service-marked by the Consortium for Service Innovation.

ComAround presents its concept in 60 seconds

New video that explains how Service Desks can streamline their support delivery.

“Reusing and sharing organizational knowledge is becoming increasingly important, said Therese Walve, Marketing Manager at ComAround. There is a great demand for knowledge management solutions and self-service tools that support the KCS methodology and can be integrated with ITSM tools. We also see a need for increased training to facilitate an organization’s adoption of the KCS methodology.  We have developed a new video that quickly explains our offering and our value proposition.”

Learn more about ComAround Knowledge™.

Try ComAround Knowledge™ for free!

The winners of the Self Service Awards™ 2015

This evening, the winners of the Self Service Awards™ 2015 were announced in Stockholm. The Self Service Awards™ is an annual event that recognizes those organizations and individuals who have had the most success in implementing strategic IT support with the aid of ComAround’s self-service solution.

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Prizes were presented in the categories of Newcomer of the Year, Migration of the Year, Strategic Support of the Year and Self Service Star of the Year.

We are delighted to present this year’s winners, and we thank everyone for an amazing celebration this evening.

Strategic Support of the Year

The jury has selected the winner in the category “Strategic Support of the Year” and the prize goes to an organization that, through continuous improvements achieved great success with self-service.

This year’s winner keeps knowledge updated and relevant, reaches out to users with consistent and successful marketing of the service, and has managed to achieve successful adoption and long-term use with convincing statistics.

This year’s winners demonstrated that size of their organization does not matter, and that their new support model will work for other organizations in the same sector.

This year’s Strategic Support winner is Vansbro kommun (Vansbro Municipality)


Migration of the Year

The jury has selected the winner in the category “Migration of the year” and the award goes to an organization that successfully carried out a very business-critical and extensive migration.

The greatest challenge was having users within different personnel categories, who also had a big risk of having production downtime.

With a strong focus on users’ needs and their work environment, the migration was successfully carried out with the company’s existing resources.  The migration did not result in increased costs. The self-service solution was always available, and the users are very satisfied with the service.

This year’s winner is not only a role model within their own organization but also good role model for other support organizations.

Migration of the Year winner is Norrbottens läns landsting, Länsteknik
(Norrbotten County Council
).


Newcomer of the Year

The jury has selected the winner in the category “Newcomer of the Year” and the award goes to an organization that has built up their self-service in a fast and efficient manner. They have reached out to users from the very beginning.  Thanks to efficient work, mutual goals, and a clear direction for self-service, the result has been has a high usage and resolution rate.

The winner is Stockholms universitet (Stockholm University)


Self Service Star of the Year

The jury has selected the winner in the category “Self Service Star of the Year” and the prize goes to a person who has demonstrated great ability to coordinate and see new opportunities with self-service.

This year’s winner operates Self Service issues with energy, ambition and creativity which leads to excellent results.

The winner is a brilliant, positive Self Service Star that, together with the rest of the support team, has made self-service work very well.

This year’s Self Service Star is Johan Svensson at Max Matthiessen.


For more information, contact:

Heléne Källgården, ComAround
E-mail: helene.k@comaround.se
Telephone: +46 8 580 886 49

ComAround employees first in Sweden to reach highest KCS certification level

Two of ComAround’s knowledge specialists, Process Manager Lena Stormvinge and CEO Per Strand, are the first people in Sweden to be KCS Practice v5 certified.

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This certification is proof of the in-depth knowledge and understanding of how the Knowledge Management method KCS (Knowledge Centered Support) works and is implemented in companies and organizations. Training took place in late October in London, UK, with TellTales Consulting in co-operation with KCS Academy.

– We believe that KCS is the best method for success in Knowledge Management and self service, explains CEO and co-founder of ComAround, Per Strand. It’s especially great to be the first in an area that we focus on so heavily.

So far, a total of 437 people worldwide have become KCS Practice v5 certified. This involves having a deep theoretical and practical understanding of the adoption of KCS.

– We have customers who require support at every level of KCS, from basic comprehension of the method to deeper understanding and practical help with planning and implemention, Per continues.

85 per cent of all employees at ComAround in Sweden, Norway, and the US are already KCS certified at foundation level, which is probably also a record.

– The new higher level KCS Practice v5 certifications are proof of our current high levels of expertise and in-depth understanding of KCS, Per continues. We are very pleased with TellTales and Sander van der Moolen who is a certified KCS Trainer and did a great job teaching us and helped us get certified, Per concludes.

Read about the courses and certifications in KCS (Knowledge Centered Support) which ComAround offers.

About Knowledge Centered Support (KCS)

Knowledge Centered Support (KCS SM) is a method for providing a detailed description of how support organizations should work with knowledge as a basis for improving the support they provide, for boosting their productivity, and for increasing the level of service they offer to the business. KCS has been created and is maintained by the Consortium for Service Innovation – a non-profit alliance of support organizations.

HDI
Consortium for Service Innovation

Contact ComAround for more information:

Find out more about the KCS courses and certifications offered by ComAround.

Per Strand
CEO – Founder – Knowledge Specialist, ComAround
E-mail: pers@comaround.se
Phone: +46 (0) 858 08 86 30

Lena Stormvinge
Process Manager – Knowledge Specialist, ComAround
E-mail: lena.s@comaround.se
Phone: +46 (0) 766 43 11 27

*SM – KCS is a service mark of the Consortium for Service Innovation.

The nominations for the Self Service Awards™ 2015

This year’s nominated organizations and individuals have been announced for the Self Service Awards™ 2015. The winners will be presented on 12 November in Stockholm.

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For the sixth year in a row, the Self Service Awards™ recognize the organizations and individuals that have achieved the most success in their support work with the aid of ComAround’s self service knowledge solution, ComAround Zero™.

Prizes are presented in the categories of Strategic Support of the Year, Migration of the Year, Newcomer of the Year and Self Service Star of the Year.

Here are this year’s nominees:

Newcomer of the Year

  • Stockholm University
  • Akademikernas Erkända Arbetslöshetskassa
  • Cygate

Strategic Support of the Year

  • International English School
  • Vansbro Municipality
  • Sandvik

Migration of the Year

  • Järfälla Municipality
  • County Council of Norrbotten, Länsteknik
  • Vinnova

Self Service Star of the Year

  • Ludvika Municipality, Annika Fridlund och Mia Adolfsson
  • Mälardalen University, Christer Bo Karlsson
  • Max Matthiessen, Johan Svensson

For more information, read about contact:

Heléne Källgården, ComAround
E-mail: helene.k@comaround.se
Telephone: +46 8 580 886 49

ComAround introduces courses and certifications for Knowledge Centered Support (KCS)

Methodology that shows how support organizations can improve their operations and make more efficient with Knowledge Centered Support.

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Many companies the world over use Knowledge Management as a part of their strategy to retain, utilize and reuse knowledge within their organizations. Knowledge Management only indicates what we should do and not how we should do it or who should do it. Knowledge Centered Support (KCSSM) is a methodology that gives a detailed description of how support organizations should work with knowledge as the departure point for improving support operations, becoming more productive and raising the level of service they provide.

KCS was created and is still maintained by the Consortium for Service Innovation, a non-profit alliance of support organizations. HDI and the Consortium for Service Innovation have jointly developed courses to promote and spread the KCS methodology since 2003. Since then, certifications have been developed for testing the knowledge and skills of individual staff members.

“ComAround is now a partner with HDI and are promoting KCS courser and certifications to our customers”, says CEO Per Strand, one of ComAround’s founders. Our new expanded range of courses and certifications is enabling us to obtain even more advanced specialist knowledge. This will mean closer collaboration with the enterprises we work with and it will integrate our tool with a well-proven way of working.”

“All support organizations should leverage industry best practices to strengthen their service management strategies,” says Rick Joslin, HDI Executive Director of Certification and Training. “Knowledge Centered Support is the set of Knowledge Management best practices for Service Management. HDI is proud to be a partner of ComAround in helping ComAround’s clients learn about Knowledge Centered Support.”

During the spring ComAround conducted several KCS-related seminars and courses for more than 100 persons. ComAround will now become an even more complete supplier for the enterprises that want to learn more and implement Knowledge Centered Support in their organizations.

“We’re seeing strong interest in methods such as Knowledge Centered Support,” says Lotta Wiklund, Customer Relations Manager. “Receiving training and learning the basics is a natural first step.”

ComAround will be offering courses and certifications for the level KCS Foundation and KCS Principles. And more will be added in the future. The courses are available both as online courses and as instructor-led classroom courses.

About ComAround

ComAround specializes in knowledge management and self service. Professional support organizations all over the world use the ComAround Zero™ knowledge tool to make their support operations more efficient by collecting, structuring and sharing knowledge within their organizations. The tool is a cloud service and can be seamlessly integrated with case management systems and other ITSM tools. www.comaround.com

About HDI

In 1989 HDI became the first professional association created for the technical support industry. Since this time, HDI has become a source for professional development by offering various resources that promote the success of entire organizations in achieving exceptional customer service. www.thinkhdi.com

About the Consortium for Service Innovation

The Consortium is a non-profit association of organizations that are oriented to innovation in supporting the industry. The members jointly create innovative ideas through a process of collective thought and experience. www.serviceinnovation.org

For more information, contact:

Lotta Wiklund
Content and Customer Relations Manager, ComAround
E-mail: lotta.w@comaround.se
Phone:  +46 8 580 886 39

SMKCS is a service mark of the Consortium for Service Innovation.