Knowledge Centered Support

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Knowledge-Centered Support (KCS) is a methodology and a set of practices and processes that focuses on knowledge as a key asset of the the customer/technical support organization.

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

KCS is not something that is done in addition to solving problems...KCS becomes the way problems are solved.

KCS originated in 1992 with a simple premise:

  • To capture, structure, and re-use technical support knowledge

With 10+ years in development and over $45 million dollars invested, KCS has been tried and tested by early adopters that include 3COM, Oracle, Novell and VeriSign. KCS was developed by the Consortium for Service Innovation [1]; a non-profit alliance of support organizations. It continues to evolve and mature. KCS is endorsed and evangilized by HDI [2], the world's largest support professionals association.

ITIL is recognized as lacking a knowledge management strategy necessary to a service desk. KCS augments the ITIL framework by providing a strategy for capturing, structuring, and reusing knowledge within the service desk. Service Management requires that knowledge be leveraged within Incident Management and Problem Management. KCS defines how to integrate Knowledge Management into these processes.


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