Knowledge-centered Support

	Knowledge-centered Support 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 thConsortium for Service Innovation a non-profit alliance of service organizations. Its methodology is to integrate use of a knowledge base into the workflow. While the legacy of KCS lies in customer support organizations, the methodology is now being adopted across all the functions of business, as noted in the latest version of the KCS v6 Practices Guide. KCS seeks to: * Create content as a by-product of solving problems * Evolve content based on demand and usage * Develop a knowledge base of an organization's collective experience to-date * Reward learning, collaboration, sharing and improving With over 20 years in development and over $50 million invested in developing the methodology, KCS has produced significant benefits for support organizations around ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu]
	Knowledge Base A knowledge base (KB) is a technology used to store complex structured and unstructured information used by a computer system. The initial use of the term was in connection with expert systems, which were the first knowledge-based systems. Original usage of the term The original use of the term knowledge base was to describe one of the two sub-systems of an expert system. A knowledge-based system consists of a knowledge-base representing facts about the world and ways of reasoning about those facts to deduce new facts or highlight inconsistencies. Properties The term "knowledge-base" was coined to distinguish this form of knowledge store from the more common and widely used term ''database''. During the 1970s, virtually all large management information systems stored their data in some type of hierarchical or relational database. At this point in the history of information technology, the distinction between a database and a knowledge-base was clear and unambiguous. A databas ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu]
	ITIL The Information Technology Infrastructure Library (ITIL) is a set of detailed practices for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of business. ITIL describes processes, procedures, tasks, and checklists which are neither organization-specific nor technology-specific, but can be applied by an organization toward strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement. There is no formal independent third party compliance assessment available for ITIL compliance in an organization. Certification in ITIL is only available to individuals. Since 2013, ITIL has been owned by AXELOS, a joint venture between Capita and the UK Cabinet Office. History Responding to growing dependence on IT, the UK Government's Ce ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu]
	Help Desk A help desk is a department or person that provides assistance and information usually for electronic or computer problems. In the mid-1990s, research by Iain Middleton of Robert Gordon University studied the value of an organization's help desks. It found that value was derived not only from a reactive response to user issues, but also from the help desk's unique position of communicating daily with numerous customers or employees. Information gained in areas such as technical problems, user preferences, and satisfaction can be valuable for the planning and development work of other information technology units. Large help desks have a person or team responsible for managing the incoming requests, called "issues"; they are commonly called queue managers or queue supervisors. The queue manager is responsible for the issue queues, which can be set up in various ways depending on the help desk size or structure. Typically, large help desks have several teams that are experienced i ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu]