IT Service Management and Knowledge-Centered Service

Knowledge-Centered Service

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 – the implementation of 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. That’s where KCS can help.

IT Service Management (ITSM) & Knowledge-Centered Service

Knowledge-Centered Service is a perfect complementary strategy to self-service, as it can become the mechanism for creating and curating knowledge content that’s already being collected as part of your current troubleshooting and problem-solving efforts. Using KCS, an organization can crowdsource knowledge and build out a proper, accurate knowledge base that users can search when they need help – making it easier for people to self-service their IT issues.

Knowledge Centered Services Should be a Part of Every IT Service Management Strategy

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:

  • Helps to continually lower inbound call volume
  • Increases customer satisfaction
  • Provides customers with the answers they need now
  • Crowdsourcing knowledge helps maintain accurate content
  • Offers opportunities for professional development and career progression

IT Service Management & Self-Service Adoption

The University of South Dakota adopted KCS and saw dramatic results. It has allowed the ITS staff at the university to avoid repetitive work and improve their problem-solving capabilities, as they saw an 18% reduction in time logged to service tickets.

In the world of IT Service Management (ITSM), self-service often removes the burden of limited resources. By moving to a self-service model, users will be able to find the answers they need whenever and as often as they need to, with much less reliance on making transactional phone calls or in-person visits to the help desk, which are simply not needed in many cases.

This shift not only improves customer satisfaction but also dramatically reduces the per-incident cost incurred by IT (from about $22 for a level 1 support call to about $2 for self-service) and the volume of issues and requests coming into the help desk. This allows IT to reallocate technicians to higher-priority tasks and projects. But for this to work as intended, self-service must:

  • Provide the ability to publicly access answers and services through customizable views
  • Offer access for request forms that require a sign-in process
  • Be easy—greatly reducing your call volume while also giving end-users what they want
  • Respond to multiple devices and support those with disabilities
  • Be easy to configure

Knowledge Is Power

As we mentioned, our IT Maturity study reveals 78 percent organizations have an initiative underway to improve resource optimization. Many stated they will focus on three areas: self-service adoption, Knowledge Centered Service (KCS®), and bringing IT Service Management (ITSM) and Project Management together.

To learn more about IT resource optimization and Knowledge centered service, check out our on-demand webinar.

KCS® is a service mark of the Consortium for Service Innovation™.

This blog was originally posted in March 2020 and has been updated with relevant information.

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