| Knowledge Centered Support |
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Information AboutKnowledge Centered Support |
| CATEGORIES ABOUT KNOWLEDGE CENTERED SUPPORT | |
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Knowledge-Centered Support (KCS) is a Methodology and a set of practices and processes that focuses on knowledge as a key asset of the customer/ Technical Support organization. It was developed in 1992 by the Consortium for Service Innovation {Link without Title} ; a non-profit alliance of support organizations. Its premise is to capture, structure, and re-use technical support knowledge. KCS seeks to:
With over 10 years in development and over $45 million dollars invested, KCS has been tried and tested by early adopters that include 3Com , Oracle , Novell and VeriSign . KCS is endorsed and evangelized by HDI {Link without Title} , the world's largest support professionals association. Information Technology Infrastructure Library (ITIL) is recognized as lacking a knowledge management strategy necessary to a service desk. KCS augments the ITIL framework by providing a strategy for capturing, structuring, and reusing knowledge within the service desk. Service Management requires that knowledge be leveraged within Incident Management and problem management. KCS defines how to integrate Knowledge Management into these processes. EXTERNAL LINKS |
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