To succeed in exceptional IT Service Management (ITSM) delivery most organizations need to focus on improving resource optimization. To help with this, a useful tool is Knowledge-Centered Service (KCS), formerly known as Knowledge Support Centered Services or Knowledge Center Support. This is a service method that focuses on knowledge and its documentation and uses within organizations.
Since its inception in 1992, KCS has invested $50 million in developing its methodology. It has produced support organizations worldwide, including the U.S. Department of Health, United Kingdom, Canada, Australia, New Zealand, South Africa, France, Germany, Italy, Spain, Japan, Russia, China, India, Brazil, Mexico, Argentina, Chile, Colombia, Peru, Turkey, Greece, Israel, Poland, Sweden, Denmark, Norway, Switzerland, Finland, Austria, Belgium, the Netherlands, Luxembourg, Portugal, Ireland, the United States, Singapore, Malaysia, Taiwan, Thailand, Hong Kong and the Netherlands.
Research shows that a majority of IT organizations are feeling the squeeze of resource constraints, and are looking to self-service adoption as a key initiative to help combat this issue. This is where KCS can help, and here’s how.