Fiserv began implementing its knowledge management strategy in 2012. First, they implemented a process to streamline the receipt of knowledge updates.
Tag(s): case study, KCS
Date Published - Last Updated June 2, 2016
While it was clear the Knowledge-Centered Support (KCS) methodology would help to address some of the key problem areas within the ATSC, it was also evident that KCS would have significant benefits for the organization.
Tag(s): case study, KCS
Date Published - Last Updated June 2, 2016
We were looking for increased functionality, including automation, defined escalation paths, trend analysis, and real-time dashboards and reporting.
Tag(s): case study, service quality
Date Published - Last Updated June 2, 2016
KCS was chosen as it allows for real-time knowledge management and provides a continuous feedback loop, features that are essential for successfully maintaining the information used in an IT environment.
Tag(s): case study, KCS
Date Published - Last Updated June 2, 2016
We observed our colleagues using the request tools where they worked. We realized that we needed to present information in a role-specific manner.
Tag(s): case study, service quality
Date Published - Last Updated June 2, 2016
Join us on August 18 for a sneak peek at the DevOps FUSION Summit!
What are the practical steps that managers and executives in IT organizations can take to improve the transfer of knowledge between various teams?...
Tag(s): webinars, knowledge management, KM, devops
Date Published - Last Updated September 2, 2015
We needed to find ways to head off the expected volume increase while expanding the breadth of knowledge across all of our support agents.
Tag(s): case study, KCS
Date Published - Last Updated June 2, 2016
Tag(s): support industry, service desk, best practice, business of support, trends, support models, support channels, support center, maturity models, industry, industry report, future of support, business value
Date Published - Last Updated March 10, 2021
Tag(s): KCS, KM, knowledge management
Date Published - Last Updated December 30, 2022
Tag(s): fusion conference, KCS, KM, knowledge management
Date Published - Last Updated December 30, 2022