What is KCs (knowledge as a service)?
The goal of KCS is to integrate the use of a knowledge base into an organizational workflow in order to: Create content as a by-product of solving problems. Evolve content based on usage and demand. Develop a knowledge base of the collective experience of an organization.
How has KCS evolved over the years?
Until recently, KCS has evolved largely based on the experience of service desks and support organizations that handle incidents or cases. We are seeing KCS being implemented in organizations that are information or knowledge-intensive but do not deal with incidents or cases.
Why is KCs so hard to implement?
For most organizations, KCS is hard to implement because success requires changing how we think about people, process, and measurements. Over the past 20 years we have learned a lot about what works and what doesn’t.
Where does KCS fit in the ITSM process?
Service requests are still the most obvious place KCS comes into play. But KCS also has a place in other ITSM processes including change management, where change plans can benefit from collaborative, detail-oriented record keeping processes. In incident management, KCS can improve the ability to quickly address an outage.
What are some of the benefits of using KCS methodology?
Companies that use KCS methodology find that it provides many benefits. Over time, it improves customer experience, reduces employee attrition, and reduces training time for new employees.
What is KCS training?
KCS® (Knowledge-Centered Service) is a best practice methodology that provides a detailed description of how support and service organizations can work more effectively with knowledge to improve the service delivery, become more productive, decrease costs and increase service levels to customers.
Is the focus of the KCS methodology?
The goal of KCS is to integrate the use of a knowledge base into an organizational workflow in order to: Create content as a by-product of solving issues. Evolve content based on usage and demand.
What behaviors does the KCS methodology encourage?
KCS success requires the organization to ... shift the value proposition to the individual to: you are valued for your ability to learn, and your ability to help others learn. If this becomes the value proposition, then we are encouraging the behaviors of collaboration, sharing, and improving.
What is KCS template?
The KCS template is a special template, which is provided out-of-the-box for Knowledge-Centered Support (KCS) support in BMC Knowledge Management. It is a ready-to-use template that is structured according to a sample template defined by the KCS framework.
How do you get KCS certified?
Format and Pricing: $95 online, non-proctored exam of about 25 questions with a 60 minute time limit. Bundle the exam with the KCS v6 Fundamentals online course for $195 or purchase the course separately for $145. Exam retake fee is $95. The KCS Certification is currently only available in English.
What are the benefits of DB corporate knowledge using KCS best practices?
But first, let's go into some of the benefits of KCS:Reduction in business operating costs.Greater customer satisfaction.Better support team satisfaction.Less time spent on training your support team.Faster customer service response times.Enables self-service options for customers.Faster conflict resolution.
What is a characteristic of the KCS principle create value?
Abundance: Share more, learn more. Create Value: Work tasks; think big picture. Demand Driven: Knowledge is a by-product of interaction.
What is knowledge centered service KCS )? HDI?
Knowledge-Centered Service (KCS), developed by the Consortium for Service Innovation, is a methodology and a set of processes and practices that leverage knowledge as a key asset of the support organization.
What are three values of KCS to the organization?
There are three categories of benefits derived from KCS....They are realized at different points in time along the KCS journey.Operational Efficiency. ... Self-Service Success. ... Organizational Learning and Improvement.
Which two benefits can be expected from KCS adoption?
KCS BenefitsImproved resolution times by 25-50% (improved capacity to handle requests)Improved first call resolution and reduced escalations.Improved skills, job satisfaction, and confidence for the knowledge worker (less stress)
What are some of the benefits of using KCS methodology quizlet?
KCS was created to reuse, improve, and create knowledge to improve the efficiency and effectiveness of support organizations.
What is KCS ServiceNow?
Knowledge-Centered Service. (KCS®) helps us deliver a 52% faster time to relief for. customers. ServiceNow Knowledge Management and KCS.
What does KCS v6 stand for?
Knowledge-Centered ServiceKCS v6 Principles Know that KCS in v6 stands for Knowledge-Centered Service. Identify how Abundance contributes to KCS success.
What is knowledge-centered service KCS )? HDI?
Knowledge-Centered Service (KCS), developed by the Consortium for Service Innovation, is a methodology and a set of processes and practices that leverage knowledge as a key asset of the support organization.
Which of the following is the primary role of the KCS coach?
The responsibilities of the KCS Coach include: Acting as a change agent by promoting understanding of the intent and benefits of KCS. Promoting understanding and adherence to the content standard (article quality) Promoting understanding and adherence to the Solve Loop processes (Process Adherence Review)
What is KCS in business?
KCS isn’t just theoretical though: its tenets provide both a method and techniques that help organizations respond to issues quicker, including shortening the time necessary to address complex issues, and provide consistent answers for customers that enable self-sufficiency. The goal of KCS is to integrate the use of a knowledge base into an organizational workflow in order to:
What is the goal of KCS?
The goal of KCS is to integrate the use of a knowledge base into an organizational workflow in order to: Create content as a by-product of solving problems. Evolve content based on usage and demand. Develop a knowledge base of the collective experience of an organization. Recognize learning, collaboration, sharing, and improving.
What is Knowledge-Centered Service?
Knowledge-Centered Service (KCS) is a best practice methodology that provides a detailed description of how service organizations can work more effectively with knowledge in order to :
What does KCS stand for?
KCS stood for “Knowledge Centered Support” until the v6 release in April 2016 at which time the phrase was updated to “Knowledge Centered Service ”. In this article, we are exploring the KCS principles and methodology.
Why is knowledge management important?
Accessing pre-existing knowledge helps drastically reduce the time spent solving problems, therein saving money and resources. This theory, known as knowledge management, is a popular way to mitigate the challenges of service teams that are under increasing pressure to respond to customers correctly, quickly, and flexibly.
What happens when an IT service team solves an issue?
When an IT service team solves an issue, often handled by only one person, it is very common for that knowledge solution to go by the wayside. With one problem solved, the IT staff moves onto the next problem . In a perfect world, that information would be captured for future use, in a sort of knowledge center, in order to save time and resources when the same or similar issues arise again. If no knowledge base has been built, there’s no place for that specific knowledge to become part of a collective, collaborative knowledge.
What are bottlenecks in knowledge centers?
In cases where organizations have already implemented some type of knowledge center, there are still bottlenecks to successful implementation: too much bureaucracy in the way of reviews or approval cycles or a lack of priority or time in developing it. In some situations, content that has been created often isn’t relatable or contextual to the customer experience.
What is the purpose of KCS?
The main goals of the KCS methodology are to: Increase the efficiency of your support desk.
What is KCS in business?
Especially when it comes to “putting out fires” in your business. KCS is a methodology that asserts that knowledge is a crucial asset to an organization . Without knowledge, a business’ customer support system is doomed to bottlenecks, miscommunication, disorganization, and frustrated customers. If you have a customer support desk (whether ...
Why Does KCS Matter?
KCS matters because it is the other side of the coin that is effective customer support. While taking a sympathetic approach helps with customer relations, KCS helps you create an organized, streamlined support system that cuts down on time, costs, and resources.
What is KCS conflict resolution?
KCS makes a huge difference when it comes to conflict resolution. Customers and employees are happier when they get the information they need, when they need it. In case it wasn’t clear, KCS is about more than just having a database of information on hand; it’s about setting your support team up for success.
What is KCS in support?
What is Knowledge Centered Support (KCS) and Why it Matters. Knowledge-Centered Support is a methodology for collecting, organizing, and distributing support content to your customers. Improve customer service with KCS.
Why is knowledge centering important?
Having a Knowledge-Centered Support system prevents major issues both internally and externally. It helps your team respond to customers faster, address problems better, and share as well as transfer knowledge in a more organized way. It doesn’t replace the experience of your support team.
What is knowledge organization?
Knowledge organization makes it easy for your team to find the information they need to support your customers better
What is the KCS initiative?
The KCS initiative consists of two components: a tactical discussion on KCS adoption and success, and a strategic discussion about the evolution of KCS and what is next.
How old is KCS?
KCS is a little over 20 years old and it continues to evolve. The focus of this element of the KCS Initiative is to identify and validate improvements to the existing practices and emerging practices. The current focus is on making KCS generic: how to capture and improve knowledge at the point of interaction.
How long is the KCS online session?
1-2 hour online sessions that will cover specific topics related to KCS adoption and success as well as time for open Q&A – see the event page for dates
What is KCS methodology?
The KCS methodology’s continuous improvement loop informs how knowledge is captured, structured, and managed over time. The improvement loop includes the solve process and the evolve process, which reinforce each other.
Why do we use KCS?
Because knowledge-centered support teams review the same content, they can flag any inaccurate or outdated information for revision or make those revisions themselves. This enables constant improvement of the knowledge base and enhanced consistency in support team responses.
How does Knowledge-Centered Service work?
The KCS methodology works by integrating knowledge into the customer service workflow. Problem-solving informs knowledge, which is collected in a database. That knowledge evolves, based on use and demand. This continuous improvement loop allows an organization to manage, share, and transfer knowledge in a more organized and efficient way.
What is a mature KCS workflow?
In a mature KCS workflow, inquiries begin to shift from known problems to new problems. Share these new problems with product and service teams in order to improve customer satisfaction. Then, gather the information necessary to create new knowledge to share.
Why is KCS important?
Because KCS helps an organization respond to and resolve customer inquiries faster and more consistently, it also helps improve the customer’s experience throughout the entire customer journey. Satisfied customers are more likely to become repeat and loyal customers.
What is KCS in support?
When KCS is implemented, knowledge-centered support teams can trust that the knowledge available to them to answer customers’ inquiries is up to date and easy to access. KCS ensures that these teams don’t have to spend time searching for the information they need. Instead, they can more quickly respond to and resolve customer inquiries.
How does KCS help?
KCS can streamline the onboarding process and reduce training time. That’s because all the information a new customer service team member needs to do their job is easily accessible. This helps them increase their confidence and gets them quickly up to speed and productive.
What is KCS certified?
In 2005, the Consortium for Service Innovation introduced the KCS-Verified program for knowledge management software vendors. There are a number of popular software applications verified to enable the KCS best practices to learn more about KCS Verified products. This program defines the functional requirements that software vendors must implement to successfully enable KCS. Implementation is then verified by KCS certified at one of levels, "Aligned" or "Verified". Program implementation is enabled through experts through the Consortium for Service Innovation or other certified practitioners.
What is KCS in service delivery?
Knowledge-Centered Service ( KCS; previously known as Knowledge-Centered Support) is a service delivery method that focuses on knowledge as a key asset of the organization implementing it. Development began in 1992 by the Consortium for Service Innovation, a non-profit alliance of service organizations.
What is KCS Academy?
The KCS Academy is a wholly owned subsidiary of the Consortium for Service Innovation. The KCS Academy is the only designated certification body by the Consortium for Service Innovation. The KCS Academy offers certification programs for people and a KCS Verified program for knowledge base tools that enable the KCS practices.
When did KCS become public?
Development of the KCS Certified Publisher exam began and became publicly available in 2011. In June 2014, AXELOS and HDI jointly published a whitepaper on the Synergies between ITIL and KCS.
When did HDI start KCS?
In 2007, HDI introduced the first KCS certification in the industry with the KCS Principles Certification that allows individuals to demonstrate their knowledge of the KCS methodology and how to implement it. In 2010, The KCS Academy was formed as an outreach company of the Consortium for Service Innovation.
When was KCS v6 released?
In April 2016, the Consortium for Service Innovation released KCS v6. This released renamed Knowledge Centered Support to Knowledge Centered Service. The terminology in the methodology was updated to be more generic as KCS adoption has expanded beyond the technical support environment to the enterprise. The following documents were published: KCS Principles and Core Concepts and the KCS v6 Practices Guide
When was KCS updated?
In 2006, the Consortium updated KCS to version 4.1 and published the Practices Guide. Version 5.0 and 5.1 were published in 2011. Version 5.3 was published in 2012 and version 6.0 in 2016. They continue to evolve KCS through the experiences of their members and other companies that share their personal stories.
