Taking control of the knowledge flow by using Self Service and KCS

Per Strand og David Aadne snakker på ITSMF Oslo 3.-5 mars. I år fokuserer vi på KCS – Knowledge Centered Support – som er en metodikk og et sett med prinsipper for hvordan man best kan arbeide med kunnskap i en organisasjon. Kunnskapen kan for eksempel ligge i en kunnskapsdatabase i en selvbetjeningstjeneste.

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David Aadne och Per Strand

“Taking control of the knowledge flow by using Self Service and KCS”

Onsdag 4. mars kl. 13:50-14:10. Per strand og David Aadne, ComAround

• Background and challenges

• Self Service and KCS in practice

• Short and long term benefits using KCS

We experience that many support organizations struggle keeping control of the knowledge flow within the organization, often due to the results of BYOD (Bring Your Own Device) and the use of external knowledge sources on the Internet. Fortunately, a set of best practices called Knowledge Centered Support (KCS) is gaining traction in the technical service and support world and provides a process driven solution to this problem. We think that putting knowledge in focus and continuously aiming to structure, create, develop and reuse knowledge, the support organization can regain control of the knowledge flow and become business critical.


Mer om KCS på ITSMF

Lytt til Rae Ann Bruno fra Business Solution Training Inc, onsdag 4 mars på 14:40 til 15:20. Rae Ann innehar flere ITIL og HDI sertifiseringer og er kursleder for HDI ITIL og Support Center sertifiseringskurs. Program