Methodology that shows how support organizations can improve their operations and make more efficient with Knowledge Centered Support.
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.
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
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:
Content and Customer Relations Manager, ComAround
Phone: +46 8 580 886 39
SMKCS is a service mark of the Consortium for Service Innovation.