ITSMF – KCS Knowledge Management Framework & ITIL Case Study

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Knowledge Centered Support ( KCS ) is a holistic knowledge management framework, with;
• knowledge management processes and
• knowledge management procedures
• knowledge management governance
• knowledge management growth phase

KCS gives clear instructions on:
• Knowledge Management Roles & Responsibilities
• Knowledge Management Databases
• Knowledge Articles
• Knowledge Documentation
• Information Management
• Knowledge Management Tools and Technology

This is Part 4 of an 11 part presentation about the amazing results achieved when integrating ITIL, KCS (Knowledge Centred Support) and IS020K governance into IT Support.

Real Figures from a large IT Support Desk.

For more information contact

Paul Jay
KCS Process Owner: Paul Jay


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