IT Service Management and Knowledge Centered Service

ITSM and Knowledge-Centered Support - KCSKnowledge Centered Service

When it comes to stellar IT Service Management (ITSM) delivery – many organizations will point to a need for improved resource optimization. Knowledge Center Services (KCS), formerly known as Knowledge Support Centered Services or Knowledge Center Support, is a service method that focuses on knowledge – the implementation of organizations.

Development began in 1992 as a service innovation consortium, and after K CS invested $50 million in developing the methodology, KCS 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

A recent market study shows that 78% of IT organizations are feeling the squeeze of resource constraints. Furthermore, 73% of respondents are looking to self-service adoption as a key initiative in the coming year to help combat this issue. That’s certainly a good first step, but what else can IT do to help with this growing problem?

IT Service Management (ITSM) & Knowledge-Centered Service

An area of focus for IT Service Management improvements is Knowledge-Centered Service (KCS®). 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.

Knowledge Centered Service - KCS



51% of respondents report that they will be making a move toward implementing Knowledge Centered Service as a practice within their institution in the coming year as a way of quickly and accurately bolstering their knowledge base.


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 can be traced back oft-repeated 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, has officially become a knowledge centered service, but is often referred to as “knowledge-centered support” and 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 “do’s and don’ts” whenever a technician has free time

Here are a few reasons why Knowledge Centered Services can be so powerful:

  • 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

In our previous post on self-service, we mentioned how the University of Wyoming adopting that strategy resulted in a 25% improvement in customer satisfaction and a 70% decrease in inbound phone requests. As part of that effort, they set out to create around 200 supporting Knowledge Centered Service articles during their four-month implementation. What they found, however, was in that same timeframe, they were able to create approximately 1,500 articles—a 7.5x increase over their original goal!

In the world of IT Service Management (ITSM), self-service is like teaching a person to fish. (Well, sort of.) By moving to a self-service model, users will be able to “feed themselves” 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 it 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, which 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 of Higher Ed institutions have an initiative underway to improve resource optimization. Universities and colleges have initiatives to prevent resource constraints from adversely impacting growth and student services. Higher education institutions stated they will focus on three areas in 2019: self-service adoption, Knowledge Centered Service (KCS®), and bringing IT Service Management (ITSM) and Project Management together.

The business world is brimming with extravagant terms for essential ideas. Be that as it may, Knowledge-Centered Services is unquestionably one you should know.

Without information, a business’ client care framework is bound to bottlenecks, miscommunication, disorder, and disappointed clients. On the off chance that you have a client care work area (regardless of whether face to face or on the web), you are helpless to these issues in the event that you don’t have a strong framework set up to consistently share information.

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™.

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