KCS and ITIL, more complementary than ever
Knowledge Centered Service was developed independently of ITIL, but it turns out that it’s quite complementary, fitting in nicely with both incident management and problem management, in particular. With the release of ITIL4, there are even more reasons to see them as overlapping circles on the imagined Venn diagram of tools for service improvement.
ITIL’s new guiding principles are well-aligned with KCS. The principles of one support the practices of the other.
1. Focus on value – KCS requires changing our perspective from activity-based goals to value creation through better use of knowledge.
2. Start where you are – I take the view that KCS practices can be adopted at any stage of an organisation’s maturity—small or big. Everyone has something to gain from learning how to capture the customer’s context and describe an environment accurately, so that search and self-service work better.
3. Progress iteratively, with feedback – your agents can tell you what parts of the knowledge workflow are janky, and your consumers can tell you whether your self-service is truly helpful. Listen to them.
4. Collaborate and promote visibility – KCS is team ownership of knowledge. Everyone ensures its health and usefulness and the more trust your agents, the more engaged and effective, they’ll be.
5. Think & work holistically – Work tasks, think big picture! Agents need to understand and appreciate the mission, vision, values and purpose of your organisation and how their daily activities contribute. When they don’t see the Why, you won’t see success.
6. Keep it simple & practical – Create and modify knowledge on demand, rather than wasting effort on the just-in-case. KCS was developed out of the real business need to make knowledge management in service operations practical and achievable with existing resources.
7. Optimise & automate – This is where we leverage our now-effective knowledge base and make it available through self-service and to the user-community, where one exists.
Interested in KCS training?
* Thanks to the ITSM Zone for the opportunity to run through the training.