In this video series, we explain an ITSM concept in about 45 seconds. This week: KCS, a.k.a. Knowledge Centered Service. What is it? And how does it help you do your work better? Solving repetitive calls must be one of the most-heard complaints of the modern-day service desk. Why should you spend you so much time on solving the same issue over and over again – just because the solution wasn’t properly documented? This video introduces Knowledge Centered Service (KCS): a more agile approach to Knowledge Management. And how it helps you make your services more smart, quick and scalable.

More thirst for knowledge?

This video covered the basics of KCS. Want to dig deeper? We’ve got plenty more knowledge sources on KCS and Knowledge Management, explaining the benefits and process in more detail and helping you implement it yourself.

Blog: How to implement KCS in 6 steps – and get measurable results
Blog: Solve & Evolve with KCS: the key to lower costs per call 
Blog: Writing Better Knowledge Base Articles 
Blog: 5 Vital Knowledge Base KPIs for better Self-Service
E-book: Your Guide to Knowledge Management – including a comparison of KCS with traditional Knowledge Management processes, and a calculator to find out how many hours a week of handling recurring calls KCS could save you.

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Video transcript

Your support staff spend a lot of time answering the same questions over and over. When an operator doesn’t have the answer at hand, it’s not always easy to find it right there and then. Knowledge Centered Support is a clever way to share and reuse your team’s expertise. Your support staff create a knowledge base using answers to customer questions, which they can share with end users. These knowledge items are also available to other operators, helping them easily answer the same questions. And if the solution given is insufficient, the operator can adjust the knowledge item, or create a new one. Knowledge Centered Support is an easy way to make your services quicker and smarter.