KCS Exam - Unit 3

KCS is a methodology that identifies how to integrate knowledge management within the ITIL incident management process. Knowledge management is also integrated with problem, change, and release and deployment management processes.

• Were developed to improve service management effectiveness and efficiencies
• Are based on process and practices and not on technology
• Claim that knowledge management is a required process within service management
• Continue to evolve and mature
• Are acknowledged as best practices

• KCS is a methodology and ITIL is a framework
• KCS focuses on knowledge as information used to resolve incidents or answer questions within the service operations processes, while ITIL defines knowledge as all information within IT
• Different terminology is used

• Core components of KCS which are also implied or stated within ITIL include:
• Search Early, Search Often - ITIL incident management requires a search of the known error database before incident diagnosis; seek to understand before you seek to solve
• Capture in the problem-solving process - ITIL captures knowledge in the workflow as incidents, requests, problems, and known errors
• Demand-driven Review - ITIL problem management reviews problems based on business impact and demand
• Details About the Knowledge are Valuable - ITIL captures reuse statistics as input to problem and change management

• Knowledge articles are used to resolve incidents (called incident matching ITIL incident management)
• New knowledge articles are captured as a result of an incident
• Knowledge articles are enhanced through reuse within the incident management process

• Article reuse can assist in identifying problems for analysis based on reoccurring incidents related to the problem.
• Knowledge articles are enhanced when problem management discovers the root cause, a workaround, or a fix.

• The reuse of a knowledge article can assist in understanding the risk and quantifying the cost of existing problems if not resolved.
• Change management can require knowledge to be updates or added as a part of an approved change being implemented.

• Knowledge articles are to be updated when a fix is released to a known problem.
• New knowledge articles can be added as part of the release management communication.

• Self-service can be added as an option for customers to find answers to their questions.
• Expectations of customers to leverage self-service may be set.
• Operational level agreements can define expectations of support partners to capture and share knowledge.

Stakeholder

Strategic Framework

It establishes alignment with the stakeholder's objectives and maps the high-level goals of the organization with the goals of the individuals.

• Business Objective
• Approaches for each objective
• Measurements for each approach
• Targets for each measurement

• Direct
• Applied
• Leveraged

• Improved experience with support (e.g., speed, accuracy, consistency)
• Customer / user productivity
• Sense of connection via the web

• Customer satisfaction survey
• Renewal rates on contracts
• Rate of repeat business
• Frequency of visits to web site and web feedback

• Recognition for problem-solving skills
• Peer feedback
• Sense of accomplishment and contribution
• Sense of autonomy

• Attrition rate
• Job satisfaction
• Broadened technical expertise
• Development of new knowledge-related competencies

Image and reputation, good place t work, good company to do business with

• Support costs per user / customer
• Cost per incident
• Cost of Creating / maintaining content for web delivery
• Capacity
• Time to technical proficiency

• Assessment of the current state
• Acquisition of tools
• Design of the foundation
• Development of the KCS Core Team
• Organization of KCS waves
• Evolution of the process

• Leadership and management
• Infrastructure and support
• Training and performance
• Knowledge monitoring