What is Knowledge-Centered Service (KCS)? What is Knowledge-Centered Service (KCS)?
Knowledge-Centered Service is a service delivery approach that emphasizes knowledge as a crucial resource for the organization.
It enhances the content of the knowledge based on demand and usage. In contrast, traditionally, we know that knowledge bases are created or purchased from someone else, and KCS states it is a waste of time and money. An organization can adopt other people’s knowledge that doesn’t apply to the customer base and how much knowledge will get leveraged or used to resolve the issue. Instead, ServiceNow KCS states that an organization should create that knowledge and improve it as it is demanded and based on the collective experience of the employees in the organization.
As in the service management industry, we have to leverage knowledge regularly, so this methodology focuses on creating, improving, and reusing that knowledge in a more structured and efficient manner.
KCS is also about collaboration and sharing as it is continuous improvement and finding efficient ways to solve customers' problems.
Unveiling the Power of Shared Knowledge: Empowering Organizations through Collaboration and Documentation
In most organizations, when a problem arises with the technical support group, they resolve it as they know how to resolve it. Still, nothing is documented, called “Tacid Knowledge,” which is not formalized or documented anywhere we haven’t written it down unless someone specifically asks about it.
Sharing this knowledge with others will not only improve but also build trust in the organization. People will now share their knowledge, making everyone smarter, more effective, and time-saving. Often, organizations will look at knowledge and consider it proprietary, as an expert can only create a knowledge article, but this is a fallacy. The people closest to work, the practitioners that resolve the issue daily and fulfill the customer’s request, have the most useful demand-driven knowledge. We need experts to fill in the gaps, but knowledge is most effective for those living it daily.
Organizations tend to make this mistake: before loading any system, they buy knowledge bases even without knowing whether that problem will arise in the future, and the knowledge bases are kept unused. This problem of knowledge base was identified by Consortium, which developed the KCS methodology.
There are four primary principles of KCS
- Abundance
- Create Value
- Demand Driven
- Trust
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