Skip to main content

Shifting Focus: How Does KCS Work?

Shifting Focus: How does KCS work?

What is KCS?

KCS (Knowledge centered support) is a methodology that focuses on knowledge as a key asset to any organization, KCS has become the tech industry's buzzword. KCS, Knowledge centered support is not considered an addition to any solvent more so the way in which you resolve the issues. As many companies worldwide use ITIL® to manage their services and support those services. ITIL® is helpful and tells the user what to do not how to do it or who in the organization or team should do it. 

Expert Opinion

ComAround, an expert in knowledge management has stated, “KCS aims to improve, develop and manage support delivery and shows us the value of knowledge management. KCS also provides a detailed description of how the support organization should work with the knowledge base to improve the delivery of support to the business to allow the business and the support staff to become more productive and efficient. Knowledge management improves efficiency by reducing the need to rediscover knowledge. KCS has been created and is maintained by the Consortium for Service Innovation, a non-profit alliance of support organizations.”

As culture shifts in a direction of content focus, teams have been able to rely on collaborative knowledge instead of sole individual learning experiences. The service team does not have to be the only team solving ideas, which helps build better business practices. Knowledge centered support can be looked at from a loop standpoint. You must capture the knowledge to structure the knowledge then reuse the knowledge before improving the knowledge. This allows for there to be a focus on the creation aspect of the business need and improvement over time based on the demand and utilization.

Advantages & Benefits 

Organizations that have implemented KCS have reported dramatic improvements in operating costs, incident/request resolution, customer satisfaction, job satisfaction, and a significant reduction in training times. ComAround has reported the following statistics regarding lower support costs, better and faster help for the business and greater job satisfaction for the support organization.

• 60% shorter time to resolve
• 50% fewer cases at the service desk
• 40% higher resolution rate on the first contact
• 30% more satisfied employees

Excalibur Data Systems helps organizations adopt the Knowledge Centered Service (KCS) methodology enabling professional support organizations to achieve a competitive advantage through knowledge management and self-service. This is accompanied by strategic advisory services/workshops and software implementation services. You can read more about knowledge management at Excalibur Data Systems here:


  1. Merkur - Merkur Casino | Play Slot Online - Casinos
    Join us for fun88 vin a chance to play the best online slot machines at 메리트카지노 Merkur - the fun88 soikeotot home to legendary slot machines!

  2. Mohegan Sun, Montville, CT, United States - Mapyro
    View map of 양산 출장샵 Mohegan Sun, 광양 출장샵 Montville, CT with more than 1500 hotels, 군포 출장안마 resorts and other facilities located near 오산 출장안마 Mohegan Sun. 서산 출장마사지

  3. Dating back to the late 1800s and with a historical past rooted within the California Gold Rush, “slots” use the principles of likelihood and likelihood to beguile players and create a revenue for homeowners. The design of slot machines has evolved from cellular mechanical components to largely digital components over the course of the final century, but their allure and attraction remain robust. With the appearance of laptop servers and live streaming of data, slot machines are poised to intrigue and befuddle a new new} generation of gamblers hoping to hit the jackpot. 카지노사이트 Some varieties of slot machines could be linked collectively in a setup generally known as as|often identified as} a "group" sport. The most simple type of this setup includes progressive jackpots which might be} shared between the financial institution of machines, but may embrace multiplayer bonuses and other features.


Post a Comment