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From 1992 to 1994 the nature of the member's conversation was largely focused on technology. However the members began to see that success in capturing and reusing knowledge was more about people and their behaviors than it was about the tool. From 1994 to 1996 the conversation shifted to defining a
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The
Consortium for Service Innovation was founded in Seattle in 1992 by Symbologic. Shelly Benton was the founding Executive Director and built the membership-based organization. The early work of the Consortium was used to identify features and functionality for a tool that would help organizations
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Development began in 1992 by the
Consortium for Service Innovation, a non-profit alliance of support organizations. Its premise is to capture, structure, and reuse technical support knowledge. Initially it was known as Solution-Centered Support, and was renamed to acknowledge the methodology as best
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requirements that software vendors must implement to successfully enable KCS. Implementation is then verified by KCS certified at one of levels, "Aligned" or "Verified". Program implementation is enabled through experts through the
Consortium for Service Innovation or other certified practitioners.
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In 2005, the
Consortium for Service Innovation introduced the KCS-Verified program for knowledge management software vendors. There are a number of popular software applications verified to enable the KCS best practices to learn more about KCS Verified products. This program defines the functional
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With over 20 years in development and over $ 50 million invested in developing the methodology, KCS has produced significant benefits for support organizations around the world, including Apollo Group, Autodesk, Avaya, Dell, EMC, Ericsson, HP Enterprise, Omgeo/DTCC, Oracle, PTC, Salesforce.com, SDL
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As the conversation evolved both the members of the
Consortium and Symbologic agreed that the Consortium's work was about much more than technology and that both the work and the members would be better served by being independent and vendor agnostic. In 1996 Greg Oxton, who was a member of the
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In 2006, the
Consortium updated KCS to version 4.1 and published the Practices Guide. Version 5.0 and 5.1 were published in 2011. Version 5.3 was published in 2012 and version 6.0 in 2016. They continue to evolve KCS through the experiences of their members and other companies that share their
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From 1997 through 1999 the
Consortium members began to report dramatic benefits from implementing the methodology. In 1999 the Consortium released the first Practices Guide. This was written by Livia Wilson and John Chmaj. With the help of the members who shared their adoption experiences and
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In April 2016, the
Consortium for Service Innovation released KCS v6. This release renamed Knowledge Centered Support to Knowledge Centered Service. The terminology in the methodology was updated to be more generic as KCS adoption has expanded beyond the technical support environment to the
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partnered with the
Consortium for Service Innovation to promote the learnings and experiences of the Consortium's members to the market. Working together, they captured this information into a three-day workshop: The Knowledge Management Foundations: KCS Principles course now known as
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is a wholly owned subsidiary of the
Consortium for Service Innovation. The KCS Academy is the only designated certification body by the Consortium for Service Innovation. The KCS Academy offers certification programs for people and a KCS
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In 2007, HDI introduced the first KCS certification in the industry with the KCS Principles Certification that allows individuals to demonstrate their knowledge of the KCS methodology and how to implement it.
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While the legacy of KCS lies in customer support organizations, the methodology is now being adopted across all the functions of business, as noted in the latest version of the KCS v6 Practices Guide.
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In 2010, The KCS Academy was formed as an outreach company of the Consortium for Service Innovation. Development of the KCS Certified Publisher exam began and became publicly available in 2011.
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were developed independently, guidance on how these two best practices can be used together to enhance service management processes is helping support organizations to improve their operations.
267:; previously known as Knowledge-Centered Support) is a service delivery method that focuses on knowledge as a key asset of the organization implementing it. Development began in 1992 by the
607:"New HDI Support Center Director Certification, Online Delivery of HDI Support Center Analyst Certification Training and HDI Knowledge Management Foundations: KCS® Principles Certification"
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In January 1997 the Consortium became an independent legal entity registered as a 501(c)(6) with the Internal Revenue Service. At that time it was called the Customer Support Consortium.
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For the next few years the Consortium facilitated member conversations and based on a model of collective thinking and shared experiences continued to evolve the KCS methodology.
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results Wilson and Chmaj created the first prescriptive, comprehensive definition on how to do KCS.
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methodology that focused on people and the organizational culture.
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external links, and converting useful links where appropriate into
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program for knowledge base tools that enable the KCS practices.
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capture and reuse knowledge as a by-product of doing work.
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enterprise. The following documents were published:
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Reward learning, collaboration, sharing and improving
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514:. Service innovation. June 20, 2014. Archived from
440:"Demand Driven - Consortium for Service Innovation"
295:of an organization's collective experience to-date
285:Create content as a by-product of solving problems
194:may not follow Knowledge's policies or guidelines
379:and HDI jointly published a whitepaper on the
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66:Learn how and when to remove these messages
288:Evolve content based on demand and usage
248:Learn how and when to remove this message
230:Learn how and when to remove this message
163:Learn how and when to remove this message
651:"Blog Archive » Introducing KCS v6"
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101:adding citations to reliable sources
419:"Consortium for Service Innovation"
323:practices in knowledge management.
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562:. The KCS Academy. June 20, 2014
540:. The KCS Academy. June 20, 2014
393:KCS Principles and Core Concepts
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112:"Knowledge-centered support"
465:"KCS Case Study Real Value"
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261:Knowledge-Centered Service
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27:Service delivery method
397:KCS v6 Practices Guide
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587:. Service innovation
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631:. Think HDI
609:. Think HDI
492:. Think HDI
698:Categories
635:August 29,
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496:August 29,
424:August 29,
402:References
291:Develop a
220:March 2018
153:March 2018
123:newspapers
52:improve it
704:Help desk
469:dbkay.com
348:In 2003,
204:excessive
58:talk page
474:March 3,
449:March 3,
395:and the
312:Verified
318:History
198:Please
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137:scholar
377:AXELOS
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144:JSTOR
130:books
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451:2018
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385:ITIL
116:news
350:HDI
265:KCS
206:or
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