Using KCS principles to improve self-service

This whitepaper shows how support organizations can use KCS (Knowledge-Centered Service) principles to improve their self service and keep up with increasing demands on the service desk.

In this whitepaper we will guide you through the main principles of KCS:

  • Principle 1: Create content as a by-product of solving problems
  • Principle 2: Evolve content based on demand and usage
  • Principle 3: Develop a knowledge base of an organization’s collective experience
  • Principle 4: Reward learning, collaboration, sharing and improving

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The hero is the king – not content

This is a four-step guide on how to make your self service knowledge base a success and one of your must valuable assets. This guide is aimed at those who want to enhance an existing knowledge base as well as those who are planning for a new knowledge solution. Your self-service knowledge base is never better than its content. Your ability to set up and maintain content for your knowledge base will be the single most important factor for success.

In this whitepaper you will learn:

  • How to choose the right Content Manager
  • How to track and analyze real usage and need
  • How to effectively use your knowledge base
  • How to handle new content in an efficient way

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Using Self Service and KCS to reduce support cost

Self-service coupled with an effective Knowledge Management software tool will be instrumental in evolving your support model and empowering the service desk and users to be more effective in restoring normal service operation as quickly as possible. It will also dramatically reduce the overall support cost. A support organization with 10,000 transactions per month can save $129,600 per month using self-service with KCS. Let’s look at a compelling case for value added self-service.

In this whitepaper you will learn about:

  • Some of the key objectives of Knowledge Management and
  • How to make a cost saving calculation, including a compelling case
  • How to choose an effective self-service solution

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Resolve more support cases with a clear self-service strategy

A self-service solution doesn’t automatically perform miracles. If it is to be used in the best way possible, enhance service levels and generate real financial benefits, you should draw up a strategy and get people to follow it. In this white paper we describe the most important areas that should be included in a support strategy for self service, as well as a step-by-step description of how you can draw up a clear one:

  • Choosing a support strategy
  • The support strategy, step by step (goals, expectations, content, organizational structure, marketing, launch, follow-up)
  • A checklist: Questions that a support strategy for self service should answer

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Three recommendations for successful migration, with emphasis on users

Are you planning to migrate to a new operating system such as Windows 10, or maybe switch to a later version of the Office suite such as Office 2016? Technology is a basic prerequisite for successful migration, while the ability to lead, calm and support users in various ways with clear information before, during and after migration is crucial to people’s perception of migration as successful – or less so.

Anyone involved in migration in any way, and in particular in migration projects, should find information and knowledge to interest them in this white paper, with emphasis on users.

In this whitepaper you will learn how to:

  • Lay the foundation in the migration plan
  • “Sell” the migration
  • Provide the right user support

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