{"id":4465,"date":"2022-10-13T14:00:50","date_gmt":"2022-10-13T14:00:50","guid":{"rendered":"https:\/\/www.teamdynamix.com\/uncategorized\/pairing-it-service-management-and-knowledge-centered-service\/"},"modified":"2025-05-19T21:15:36","modified_gmt":"2025-05-19T21:15:36","slug":"pairing-it-service-management-and-knowledge-centered-service","status":"publish","type":"post","link":"https:\/\/www.teamdynamix.com\/blog\/pairing-it-service-management-and-knowledge-centered-service\/","title":{"rendered":"Pairing IT Service Management and Knowledge-Centered Service"},"content":{"rendered":"

Why Does Knowledge-Centered Service Matter?<\/h2>\n

To succeed in exceptional\u00a0IT Service Management (ITSM)<\/a>\u00a0delivery most organizations need to focus on improving resource optimization. To help with this, a useful tool is Knowledge-Centered Service (KCS)<\/a>, formerly known as Knowledge Support Centered Services or Knowledge Center Support. This is a service method that focuses on knowledge and its documentation and uses within organizations.<\/p>\n

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.<\/p>\n

Research shows that a majority of IT organizations are feeling the squeeze of\u00a0resource constraints<\/a>, and are looking to self-service adoption as a key initiative to help combat this issue. This is where KCS can help, and here\u2019s how.<\/p>\n

IT Service Management (ITSM) & Knowledge-Centered Service<\/h2>\n

Knowledge-Centered Service\u00a0<\/strong>is a perfect complementary strategy to self-service, as it can become the mechanism for creating and curating knowledge content that\u2019s already being collected as part of your current troubleshooting and problem-solving efforts.<\/p>\n

Using KCS, you can crowdsource knowledge and build out a proper, accurate knowledge base that users can search when they need help \u2013 making it easier for people to self-service their IT issues when they come to your service portal. Not only does keep people from submitting tickets, but it can deflect calls to your service desk as well.<\/p>\n

KCS Should Be Part of Every ITSM Strategy<\/h2>\n

How Knowledge-Centered Service is approached can vary based on a variety of factors, but it certainly can and should be part of your ITSM processes.<\/p>\n

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\u2019re not taking stock of the vast amounts of knowledge you already have at your fingertips and you\u2019re not using that knowledge to your advantage, you\u2019re really doing yourself\u2014and your customers\u2014a disservice.<\/p>\n

In order to be successful KCS, managed by the\u00a0KCS Academy<\/a>, stipulates that the creation and maintenance of knowledge must be fully integrated into the most important support operations. By making it part of your support team’s normal workflow, it\u2019s more likely to be successfully adopted. And the more knowledge you can curate and keep up to date, the better your self-service stats will be.<\/p>\n

Knowledge-Centered Services can be an incredibly powerful strategy, and here are just a few reasons why:<\/p>\n