Integrate and transform data between your ERP, CRM, SIS and more with pre-built connectors to systems like Workday, AWS, AD, Azure, Twilio, Ellucian, MUNIS, Salesforce, Sendgrid, Twilio and more.
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This eBook highlights examples of how no-code automation with the right ITSM platform can help.
We’ll show you some of our best situations and show you exactly how to execute them to get immediate results. The best part is, iPaaS tools often feature easy-to-use click and drag functionality, meaning you don’t need a dedicated employee building integrations and workflows.
WEBINAR: Data Integration & Enterprise Automation Take Off with iPaaS
Integrate and transform data between your ERP, CRM, SIS and more with pre-built connectors to systems like Workday, AWS, AD, Azure, Twilio, Ellucian, MUNIS, Salesforce, Sendgrid, Twilio and more.
Attend the live webinar & iPaaS demo to see automation take off!
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The 2022 Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech 2022 ITSM Quadrant and Customer Viewpoint report to gain a better understanding of key vendor strengths and emerging market requirements.
As organizations continue to optimize IT resources and find new ways to alleviate the drain caused by increases in demand on the IT help desk – more and more IT leaders are placing importance on Knowledge-Centered Service (KCS®). In fact, many who have implemented KCS are now seeing significant improvements in incident resolution and customer/employee satisfaction. With KCS, you crowdsource knowledge from your user base to build out a knowledge base that can then be used as part of your self-service portal – the challenge is how to document and enhance this knowledge for crowd consumption.
Ultimately knowledge is at the heart of any service management deployment. Whether it is in IT, facilities or HR, the ability to harness and use collective knowledge is a key success measure. We all know this; so why is it so often left as an afterthought?
The reality is that there are bottlenecks, review cycles, and other fires to put out and in the end, the knowledge base is often left to atrophy. Enter KCS – a crowd-sourced information resource. By harnessing the information, and offering a clear structure and framework for gaining feedback, organizations can publish more information, more accurately.
KCS is a widely adopted methodology established by the Consortium for Service Innovation. It provides value to organizations and communities by making knowledge abundant and available so that problems can be solved. KCS is often used as part of an IT service management (ITSM) strategy to push people to self-service their IT issues using a knowledge base as part of a service portal.
There are four KCS principles, the first being abundance. When an issue arises, it is either a known issue or a new issue. When someone presents a known issue, they are connected to the content that will help walk them through a solution. When someone presents a new issue, they are connected to a person who will help them solve the problem. This is why an abundance of knowledge is important- it leads to fewer issues that need to be handled by a person.
The second principle of KCS is being demand-driven. When content is created for people to use in order to solve a problem, there should be a reason. Creating content for the sake of creating content is a waste of time because there is a chance that the knowledge article someone writes will never be referenced. Don’t write about what you think people want to know, write about what they actually want to know. This ties into another principle, which is creating value. Articles that are used continuously obviously hold more value than an article that is never looked at. Being intentional about the content you create is how you ensure that value is a focus.
The last principle is trust. With people relying on written information to solve their problems rather than a person, it is incredibly important that they trust what they are reading. If they don’t, they are going to disregard a knowledge base article and go straight to a person to get help. This would completely defeat the purpose of a knowledge base, so it is very important that an organization is responsible for the knowledge that it has in order to gain trust.
How Knowledge-Centered Service is approached can vary based on a variety of factors, but it certainly can and should be part of your IT service management (ITSM) processes. While there will always be incidents reported and service requests made that are unique in some way, have you ever run a report to determine the number (or percentage) of inbound calls or requests that can be repeatedly traced back to things like Wi-Fi passwords or where to go for XYZ on campus? If you’re not taking stock of the vast amounts of knowledge you already have at your fingertips and you’re not using that knowledge to your advantage, you’re really doing yourself—and your customers—a disservice.
KCS, managed by the KCS Academy, is the most common form of support.
KCS stipulates that the creation and maintenance of knowledge must be fully integrated into the most important support operations. Support documentation and knowledge base articles are reduced to “dos and don’ts” whenever a technician has free time.
Knowledge-Centered Services can be so powerful, and here are reasons why:
Case Resolution
Optimizing Your Use of Resources
Self-Service Adoption
Organizational Learning/Knowledge Transfer
©KCS® is a service mark of the Consortium for Service Innovation™.
What is Self-Service? In IT Service Management (ITSM) self-service is the practice of providing a knowledge base within a portal that users can go to and find
There are all kinds of IT service management (ITSM) platforms out in the market, so how do you go about finding the right one for your company?
As anyone in the IT industry can attest, automation has changed the way we do things. It’s brought about efficiency and cost savings like never
TeamDynamix’s award-winning SaaS cloud solution offers IT Service and Project Management together on one platform with enterprise integration and automation.
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