Upgrades membership to engage even further in the development of the Knowledge Management methodology Knowledge-Centered Service®.
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
Don’t miss this opportunity – KCS v6 Practices Workshop is available in Oslo and Pittsburgh.
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
Per-Kristian Broch Mathisen has become the world’s sixteenth certified KCS Trainer.
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, 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 & Knowledge Specialist at 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.
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.
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:
KCS Trainer & Knowledge Specialist, ComAround
Phone: +46 766 43 11 27
*The KCSsm methodology is service-marked by the Consortium for Service Innovation.
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.”
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.
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
Telephone: +46 8 580 886 49
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.
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.
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.
Contact ComAround for more information:
Find out more about the KCS courses and certifications offered by ComAround.
CEO – Founder – Knowledge Specialist, ComAround
Phone: +46 (0) 858 08 86 30
Process Manager – Knowledge Specialist, ComAround
Phone: +46 (0) 766 43 11 27
*SM – KCS is a service mark of the Consortium for Service Innovation.