Rick Joslin spoke to a packed crowd at the September 21st Northcoast HDI Local Chapter meeting in Akron, Ohio (Cleveland metro). This was his first stop in a multi-chapter tour. Rick shared the Knowledge Centered Service Management (KCSM) strategy that goes beyond the integration of ITIL and KCS. Knowledge Management can be more than just finding resolutions to incidents and answers to questions.
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VITIL Solutions, a 40-year-old company based in Sarasota Florida, provides managed services for technology service desks, field services and computer management services to county and city governments in the state of Florida now enters a new era with a first release of KnowledgeDesk. KnowledgeDesk is a next generation cloud-based service management application based upon the proven experiences of VITIL and leverages industry best practices such as ITIL® and Knowledge-Centered Service (KCS). The first release of KnowledgeDesk is a knowledge management application that leverages KCS methods to capture, structure, reuse, and improve knowledge articles and provides a self-service portal for unlimited customers to search, browse, and view approved articles.