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Explore MindTouch KCS Capabilities

Knowledge-Centered Service (KCS) v6 methodology outlines 8 Practices with specific techniques.

It is essential to leverage technology that properly integrates KCS® methodology.

The Solve Loop

  • Practice 1: Capture - Capture knowledge in the moment, capture the requester's context, searching is creating.
  • Practice 2: Structure - Use a simple template, use complete thoughts instead of complete sentences.
  • Practice 3: Reuse - Search early search often, seek to understand what we collectively know, linking.
  • Practice 4: Improve - Reuse is review, Flag it or fix it, license to modify.

The Evolve Loop

  • Practice 5: Content Health - KCS article structure and content standards, evolve loop articles, content lifecycle, self-service measures.
  • Practice 6: Process Integration - Problem solving, technology, feedback, KCS process integration indicators.
  • Practice 7: Performance Assessment - KCS roles and licensing models, coaching for success, assessing the creation of value.
  • Practice 8: Leadership and Communication - Vision, strategic framework, KCS benefits and ROI, teamwork and motivation, accountability, indicators.

Implement KCS with MindTouch

To learn more about how MindTouch enables KCS, contact our MindTouch product experts.

How MindTouch capabilities enable KCS Practices
KCS v6 methodology outlines 8 Practices with specific techniques. See how MindTouch functionality can support KCS methodology.
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KCS® is a service mark of the Consortium for Service Innovation™.

 

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